Understanding Review Scores
Each review score on our platform ranges from 1 to 10. To calculate the overall score, we add up all the review scores and divide the total by the number of reviews received. In addition to the overall score, guests can provide separate subscores in important areas such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. It’s worth noting that subscores and overall scores are submitted independently and are not directly linked.
Authentic Reviews
To maintain the integrity of our platform, only guests who have stayed at an accommodation booked through us can leave a review. Even if you didn’t stay at the property but visited it, you can still share your experience. If you need to edit a review you have already submitted, please reach out to our Customer Service team for assistance.
We take fake reviews seriously and have a dedicated team, both human and automated, to detect and remove them. If you come across any suspicious reviews, please report them to our Customer Service team so our fraud team can investigate.
Review Guidelines
We aim to publish all reviews, both positive and negative. However, we do not display reviews that include or refer to politically sensitive comments, promotional content, illegal activities, personal or sensitive information (such as emails, phone numbers, or credit card information), swear words, sexual references, hate speech, discriminatory remarks, threats, violence, spam, fake content, animal cruelty, impersonation, or 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 displaying reviews that are older than 36 months or if there has been a change in ownership of the accommodation.
Accommodations have the option to reply to a review, providing an opportunity for constructive dialogue.
Sorting and Filtering Reviews
When viewing multiple reviews, the most recent ones will appear at the top, taking into account various factors such as language and the presence of comments. You can also sort and filter reviews based on the time of year, review score, and more.
At times, we may display external review scores from trusted travel websites. Rest assured, we always make it clear when we do so.
Guidelines and Standards for Reviews
Our guidelines and standards are designed to maintain a relevant and family-friendly environment on our platform, encouraging freedom of expression while respecting others’ opinions. Whether positive or negative, contributions should be travel-related and provide helpful insights to assist others in making informed decisions. Please refrain from including personal, political, ethical, or religious commentary. Promotional content will be removed, and if you have any concerns regarding Booking.com’s services, please contact our Customer Service or Accommodation Service teams.
We kindly request that contributions are suitable for a global audience. Avoid using profanity or creative spelling to approximate profanity 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.
We value genuine and unique content that represents the guest’s own experience and opinions. Reviews hold the most value when they are original and unbiased. Property partners affiliated with Booking.com should not post on behalf of guests or offer incentives in exchange for reviews. We do not tolerate attempts to manipulate ratings by submitting negative reviews about competitors.
Respect for privacy is essential. Booking.com will take measures to obscure personal details such as email addresses, phone numbers, website addresses, social media accounts, and similar information.
Opinions expressed in reviews belong to Booking.com customers and properties; they are not the views of Booking.com. Booking.com does not assume responsibility or liability for any reviews or responses. We act as a distributor and do not verify the content, considering ourselves a publisher of these comments and responses.
By default, reviews are sorted based on the review date and other relevant criteria, including language, presence of text, and non-anonymity. Additional sorting options may be available, such as sorting by traveler type or score.
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