Each guest review is rated on a scale of 1 to 10. To calculate the overall score, we aggregate all the review ratings and divide the total by the number of reviews received. Guests have the option to provide separate scores for important aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. These individual subscores are independent of the overall rating, with no direct correlation between them.
You can write a review for an accommodation you booked through our platform, whether you stayed there or simply visited the property. If you need to edit a review you’ve already submitted, please get in touch with our Customer Service team.
We have a dedicated team and automated systems to identify and remove any fake reviews that are submitted to our platform. If any fraudulent activity is detected, we take appropriate action against the responsible parties.
If you come across any suspicious content, please report it to our Customer Service team so that our fraud team can thoroughly investigate.
Ideally, we would publish all reviews we receive, both positive and negative. However, there are certain criteria that we do not display, including but not limited to:
- Comments with political sensitivity
- Promotional content
- Illegal activities
- Personal or sensitive information (such as emails, phone numbers, or credit card details)
- Offensive language, sexual references, hate speech, discriminatory remarks, threats, or violence
- Spam and fake content
- Animal cruelty
- Impersonation (when a writer falsely claims to be someone else)
- Any violation of our review guidelines
To ensure the relevance of reviews, we only accept submissions within 3 months of checking out. Additionally, we may stop showing reviews that are older than 36 months or if the accommodation undergoes a change in ownership.
Accommodations have the option to respond to reviews they receive.
When multiple reviews are available, the most recent ones will be displayed at the top, taking into consideration factors such as language and whether they contain comments or only ratings. You can sort and filter the reviews by time of year, review score, and more.
Sometimes, we may include external review scores from other reputable travel websites. However, we always make it clear when this is the case.
Guidelines and Standards for Reviews
Our guidelines and standards aim to maintain relevant and family-friendly content on Booking.com while allowing for diverse opinions and expressions. These guidelines are applicable regardless of the comment’s tone.
Contributions should be travel-related. The most helpful reviews are detailed and assist others in making informed decisions. Please refrain from including personal, political, ethical, or religious commentary in your reviews. Promotional content will be removed, and any issues related to Booking.com’s services should be directed to our Customer Service or Accommodation Service teams.
Contributions should be suitable for a global audience. Please avoid using profanity or attempting to disguise profanity with creative spelling in any language. Comments and media containing hate speech, discriminatory remarks, threats, sexually explicit content, violence, or the promotion of illegal activities are strictly prohibited.
All content should be genuine and unique to the guest. Reviews are most valuable when they are original and unbiased. Your review should reflect your personal experience. 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 to bring down a competitor’s rating.
Respect the privacy of others. Booking.com is committed to protecting the privacy of individuals. We will make an effort to conceal email addresses, telephone numbers, website addresses, social media accounts, and similar details.
The opinions expressed in contributions are solely those of Booking.com customers and properties and do not reflect the opinions of Booking.com. Booking.com does not accept any responsibility or liability for reviews or responses. As a distributor, we do not have any obligation to verify the accuracy of reviews and comments posted by guests. We do not act as publishers of these comments and responses.
By default, reviews are sorted based on the review date and additional criteria to display the most relevant reviews, including but not limited to language preference, reviews with detailed descriptions, and non-anonymous reviews. Additional sorting options may be available, such as sorting by traveler type or review score.
Please note that this service may include translations powered by Google. Google disclaims all warranties related to the translations, whether express or implied, including accuracy, reliability, merchantability, fitness for a particular purpose, and non-infringement.