Each guest review score ranges from 1 to 10. To calculate the overall score, we aggregate all the review scores and divide the total by the number of reviews received. Guests can also provide separate ratings for important aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. These subscores and the overall score are submitted independently, with no direct connection between them.
If you booked an accommodation through our platform and stayed there, or even if you visited the property without staying, you can review it. Should you need to edit a review you’ve already submitted, please reach out to our Customer Service team.
Our platform is equipped with both human experts and automated systems that specialize in detecting fraudulent reviews. If any fake reviews are identified, they are promptly deleted and appropriate actions are taken against the responsible parties. We encourage anyone who notices suspicious activity to report it to our Customer Service team, so our fraud team can investigate.
In an ideal scenario, we would publish every review we receive, regardless of whether it’s positive or negative. However, there are certain types of content that we do not display or include in reviews. These include politically sensitive comments, promotional content, references to illegal activities, personal or sensitive information (such as emails, phone numbers, or credit card details), swear words, sexual references, hate speech, discriminatory remarks, threats, references to violence, spam and fake content, animal cruelty, impersonation, or any violation of our review guidelines.
To ensure the relevance of reviews, we generally accept submissions within 3 months of the check-out date. Reviews may no longer be displayed once they are 36 months old or if the accommodation undergoes a change in ownership.
Accommodations have the option to respond to reviews.
When multiple reviews are available, the most recent ones are displayed at the top, taking into consideration factors such as language and whether the review only contains a rating or includes comments as well. You have the ability to sort and filter reviews by time of year, review score, and other criteria.
Occasionally, we may present external review scores from well-known travel websites. Rest assured that we make it clear when we do this.
Guidelines and Standards for Reviews
These guidelines and standards are designed to maintain relevant and family-friendly content on Booking.com, without restricting expression or strong opinions. They are applicable regardless of the tone of the comments.
Contributions should focus on travel-related topics. The most helpful contributions are detailed and assist others in making informed decisions. Please refrain from including personal, political, ethical, or religious commentary. Promotional content will be removed, and any issues regarding Booking.com’s services should be directed to our Customer Service or Accommodation Service teams.
Contributions should be appropriate for a global audience. Please avoid using profanity or attempting to bypass content filters with creative spelling, regardless of the language used. Comments or media that contain 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 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. Posting a negative review with the intention of lowering a competitor’s rating will not be tolerated.
Respect the privacy of others. Booking.com is committed to safeguarding personal information. We will make every effort to hide email addresses, phone numbers, website addresses, social media accounts, and other similar details.
The opinions expressed in contributions are those of Booking.com customers and properties, and not of Booking.com. Booking.com does not assume responsibility or liability for any reviews or responses. Booking.com operates as a distributor, not a publisher, of these comments and responses, and undertakes no obligation to verify them. By default, reviews are sorted based on their submission date and additional criteria to display the most relevant reviews, including language, the presence of text, and non-anonymous reviews. Additional sorting options, such as traveler type or score, may be available.
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