Each review score ranges from 1 to 10. To calculate the overall score, we sum up all the review scores and divide the total by the number of reviews received. Guests also have the option to provide separate ratings for important aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. Guests submit these individual ratings and the overall score independently, without any direct link between them.
If you have booked an accommodation through our platform and stayed there, or even if you visited the property without actually staying, you can review it. If you need to edit a review you have already submitted, please contact our Customer Service team.
Our platform utilizes both human experts and automated systems to identify fake reviews. If we identify any fraudulent reviews, we promptly delete them and take appropriate action against the responsible parties. If you notice any suspicious content, please report it to our Customer Service team so that our fraud team can investigate.
Ideally, we would like to publish all the reviews we receive, regardless of whether they are positive or negative. However, there are certain types of content that we do not display or allow in reviews. These include 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, and any violation of our review guidelines.
To ensure the relevance of reviews, we may only accept reviews submitted within 3 months of checking out. Additionally, we may stop displaying reviews that are older than 36 months or when the accommodation undergoes a change of ownership.
Accommodations have the ability to respond to reviews.
When browsing multiple reviews, the most recent ones will appear at the top, with consideration given to other factors such as language and whether the review includes comments in addition to a rating. You can also sort and filter reviews based on the time of year, review score, and more.
Occasionally, we may display external review scores from well-known travel websites, but we will make it clear when we do so.
Guidelines and Standards for Reviews
These guidelines and standards are implemented to maintain relevant and family-friendly content on Booking.com, while not limiting expression or strong opinions. They are applicable regardless of the comment’s tone.
Contributions should be travel related. 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 concerning 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 disguise profanity with creative spelling in any language. Comments and media that contain hate speech, discriminatory remarks, threats, sexually explicit content, violence, or 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. Any attempt to manipulate ratings by submitting a negative review about a competitor will not be tolerated.
Respect the privacy of others. Booking.com will make every effort to conceal email addresses, telephone numbers, website addresses, social media accounts, and similar details.
The opinions expressed in contributions belong solely to Booking.com customers and properties, and not to Booking.com itself. Booking.com does not accept responsibility or liability for any reviews or responses. Booking.com acts as a distributor and not a publisher of these comments and responses, and has no obligation to verify their accuracy. By default, reviews are sorted based on the date of the review and other criteria to display the most relevant reviews, including language, reviews with text, and non-anonymous reviews. Additional sorting options may be available, such as sorting by traveler type or by score.
This service may include translations powered by Google. Google disclaims all warranties related to the translations, whether express or implied, including warranties of accuracy, reliability, merchantability, fitness for a particular purpose, and non-infringement.