Booking.com is committed to providing you with reliable and helpful information about accommodations. We carefully manage our review system to ensure that it reflects the genuine experiences of travelers.
Understanding Your Review Scores
We use a straightforward approach to calculate overall review scores. Each review score falls between 1 and 10. We add all the individual scores together and divide by the total number of reviews received. For example, if we have 5 reviews with scores of 8, 9, 7, 6, and 10, the overall review score would be 8.
Weighted Reviews and Subscores
We’re always trying to improve our system, and we’re currently testing a weighted review system in Malta and Iceland. This means that more recent reviews have a greater impact on the overall review score. This helps us to reflect the most up-to-date experiences of guests.
In addition to the overall score, you can also see subscores for specific areas like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. Guests submit these subscores independently of their overall score, so they offer a deeper insight into the property.
How to Submit and Edit Reviews
You can submit a review if you have stayed at a property booked through Booking.com, even if you only arrived and did not stay. To modify a review you’ve already submitted, please contact our Customer Service team.
Fighting Fake Reviews
Booking.com takes fraudulent reviews very seriously. We employ dedicated personnel and automated systems to detect and remove fake reviews. If we identify a fake review, we will remove it and may take further action against the responsible party.
If you spot something suspicious, you can report it to our Customer Service team. Our Fraud team will then investigate the matter.
Review Guidelines for a Positive and Helpful Community
We strive to maintain a family-friendly environment while allowing guests to express their genuine opinions. Therefore, we have established some clear guidelines for reviews:
What we publish:
- We welcome both positive and negative reviews, as long as they adhere to our guidelines.
- We only accept reviews submitted within 3 months of your stay, and we may stop displaying reviews after 36 months.
- Accommodation providers can choose to reply to reviews.
What we don’t publish:
- Reviews containing personal information, including email addresses, phone numbers, or social media accounts.
- Reviews that include hate speech, discriminatory remarks, threats, sexual content, violence, or promotion of illegal activity.
- Reviews that are promotional in nature, unrelated to travel, or contain personal, political, ethical, or religious commentary.
- Reviews that violate our review guidelines or attempt to impersonate someone else.
Keeping Things Relevant and Easy to Find
We display the most recent reviews first, taking into account factors like the language of the review, whether it contains text or just a rating, and whether it is anonymous or not. You can sort and filter reviews by various criteria, such as time of year or review score.
We sometimes include external review scores from other reputable travel websites. We clearly indicate when this is the case.
Transparency and Responsibility
Booking.com is a platform for travelers to share their experiences. We do not endorse or guarantee the accuracy of any review or response. We are a distributor, not a publisher, of this content.
Remember: These guidelines and standards aim to ensure that the content on Booking.com is helpful, family-friendly, and relevant to our users.
We encourage you to share your authentic experiences and contribute to a thriving community of travelers.
