Understanding the Review Scores
Guests who use our platform can rate their experience with an accommodation on a scale of 1 to 10. To calculate the overall score, we aggregate all the review scores and divide the total by the number of reviews received. Additionally, guests have the option to provide separate subscores for important aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. It’s worth noting that subscores and overall scores are independent of each other and not directly linked.
Writing Reviews for Accommodations
If you have stayed at a property or even visited it without staying, you can review it through our platform. In case you wish to edit a review that you have already submitted, please reach out to our Customer Service team, and they will assist you.
Identifying and Handling Fake Reviews
To maintain the credibility of our platform, we employ both human and automated systems dedicated to detecting fake reviews. If any fake reviews are identified, we promptly delete them and take appropriate action against those responsible. We encourage users to report any suspicious activity to our Customer Service team so that our fraud team can investigate.
Review Guidelines and Content
Our goal is to publish all reviews, regardless of their nature, whether positive or negative. However, we reserve the right to not display reviews that contain or refer to the following:
- Politically sensitive comments
- Promotional content
- Illegal activities
- Personal or sensitive information (such as emails, phone numbers, or credit card details)
- Swear words, sexually explicit references, hate speech, discriminatory remarks, threats, or mentions of violence
- Spam and fake content
- Animal cruelty
- Impersonation (claiming to be someone else)
- Any violation of our review guidelines
To ensure the relevance of reviews, we only accept those submitted within 3 months of the checkout date. Reviews that are older than 36 months or in case of a change in ownership of the accommodation may no longer be displayed.
Accommodation Responses and Review Sorting
Accommodations have the option to respond to a review. When multiple reviews are available, the most recent ones will appear at the top, with other factors such as language, presence of comments, and rating taken into consideration. You have the ability to sort and filter reviews based on the time of year, review score, and more.
Guidelines and Standards for Reviews
Our guidelines and standards maintain a family-friendly and relevant environment, encouraging everyone to express their opinions while respecting the following principles:
- Contributions should be related to travel experiences.
- The most helpful contributions are detailed, providing valuable insights for future travelers. Please refrain from including personal, political, ethical, or religious commentary.
- Contributions should be suitable for a global audience. Avoid using profanity or creative spelling attempts to approximate profanity in any language. Comments or media containing hate speech, discriminatory remarks, threats, explicit content, violence, or promoting illegal activities are strictly prohibited.
- All content must be genuine and authentic to the experiences of the guest. Reviews hold the most value when they are original and unbiased. Property partners affiliated with Booking.com are not allowed to post on behalf of guests or offer incentives in exchange for reviews. We do not tolerate negative reviews submitted with the intention of affecting a competitor’s rating.
- Respect the privacy of others. Booking.com undertakes measures to protect personal information, such as email addresses, phone numbers, website addresses, social media accounts, and similar details.
- The opinions expressed in reviews belong solely to Booking.com customers and properties. Booking.com does not assume responsibility or liability for any reviews or responses. Please note that Booking.com functions as a distributor and not a publisher of these comments and responses. Verification of the information is not mandatory.
By default, reviews are sorted based on their date and other criteria to display the most relevant feedback. This includes factors such as the reviewer’s language, presence of textual content, and non-anonymity. Additional sorting options may be available, such as sorting by the type of traveler or score.
Translations Disclaimer
It is important to note that translations provided by Google may be present in our service. Google disclaims all warranties regarding the accuracy, reliability, merchantability, fitness for a particular purpose, and non-infringement of these translations.
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