Each review score ranges from 1 to 10. To calculate the overall score, we tally up all the review scores and divide that total by the number of reviews received. Guests can also provide separate ratings in important categories such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. Guests submit their ratings for each category and their overall score independently, without any direct link between them.
If you have booked accommodation through our platform and stayed there, or even if you visited the property but didn’t actually stay, you can review it. If you need to edit a review you have already submitted, please get in touch with our Customer Service team.
We have a team of specialists and automated systems dedicated to detecting and removing fake reviews submitted to our platform. If we come across any, we delete them immediately and, if necessary, take appropriate action against the responsible party.
Everyone is encouraged to report anything suspicious to our Customer Service team, so that our fraud team can conduct a thorough investigation.
While it’s our ideal to publish every review, positive or negative, there are certain criteria that would prevent us from displaying a review. These include, but are not limited to:
- Politically sensitive comments
- Promotional content
- Illegal activities
- Personal or sensitive information, like emails, phone numbers, or credit card details
- Swear words, sexual references, hate speech, discriminatory remarks, threats, or references to violence
- Spam or fake content
- Animal cruelty
- Impersonation (when someone claims to be someone else)
- Any violation of our review guidelines.
To ensure the relevance of reviews, we may only accept those submitted within 3 months of checking out. Reviews that are 36 months old or older may no longer be shown, or if there has been a change in ownership of the accommodation.
Accommodations have the option to reply to reviews.
When you see multiple reviews, the most recent ones will appear at the top, with some other factors taken into consideration, such as language, whether it’s just a rating or contains comments as well, and more. You can also sort and filter the reviews by time of year, review score, and other options.
Occasionally, we may display external review scores from other well-known travel websites, but we will always make it clear when we do so.
Guidelines and Standards for Reviews
These guidelines and standards are in place to ensure that the content on Booking.com remains relevant and family-friendly, without limiting expression or strong opinions. They are applicable regardless of the tone of the comment.
Contributions should be related to travel. The most helpful contributions are detailed and assist others in making better decisions. Please avoid including personal, political, ethical, or religious commentary. 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 refrain from using profanity or attempting to mask profanity with creative spelling in any language. Comments and media that contain hate speech, discriminatory remarks, threats, sexually explicit language, violence, or the promotion of illegal activities are not permitted.
All content should be genuine and unique to the guest. Reviews are most valuable when they are original and unbiased. Your contribution should reflect your personal experience. Property partners of Booking.com should not post on behalf of guests or offer incentives in exchange for reviews. We do not tolerate attempts to lower the rating of a competitor through negative reviews.
Respect the privacy of others. Booking.com makes an effort to conceal email addresses, phone numbers, website addresses, social media accounts, and similar details.
The opinions expressed in contributions are those of Booking.com customers and properties, and not of Booking.com. Booking.com does not accept responsibility or liability for any reviews or responses. Booking.com serves as a distributor and not a publisher of these comments and responses, and has no obligation to verify their content.
By default, reviews are sorted based on the date of the review and other criteria to display the most relevant reviews. These criteria include language, reviews with text, and non-anonymous reviews. Additional sorting options might be available, such as sorting by the type of traveler or by score.
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Source: DHPL Travels