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 have the option to provide separate ratings for crucial aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. These subscores and the overall score are independent of each other and don’t have a direct link.
You can write a review for an accommodation you booked through our platform, whether you stayed there or just visited the property. If you need to edit a review you’ve already submitted, please contact our Customer Service team.
Our platform has a dedicated team and automated systems that specialize in identifying and removing fake reviews. If any fake reviews are found, we take immediate action and delete them. We also encourage our users to report any suspicious reviews to our Customer Service team, enabling our fraud team to investigate further.
We strive to publish all reviews, both positive and negative. However, we have certain criteria in place and won’t display reviews that contain or refer to politically sensitive comments, promotional content, illegal activities, personal or sensitive information (such as emails, phone numbers, credit card details), 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 relevance, we generally accept reviews submitted within 3 months of checking out. Reviews that are older than 36 months or for accommodations that have changed ownership may no longer be displayed.
Accommodations have the ability to respond to reviews.
When multiple reviews are available, the most recent ones will be shown at the top, taking into account various factors such as language and whether the review includes comments or only a rating. You also have the option to sort and filter the reviews based on the time of year, review score, and more.
Occasionally, we may display external review scores from other well-known travel websites, but we always make it clear when this is the case.
Guidelines and Standards for Reviews
These guidelines and standards aim to ensure that the content on Booking.com remains relevant and suitable for all audiences, without limiting expression or strong opinions. They apply to all comments, regardless of their 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 regarding 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 creative spelling attempts to bypass profanity filters in any language. Comments and media that contain hate speech, discriminatory remarks, threats, sexually explicit content, violence, or the promotion of illegal activities are not allowed.
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 for reviews. We do not tolerate attempts to manipulate ratings by submitting negative reviews about competitors.
Respect the privacy of others. Booking.com makes every effort to protect the privacy of individuals by obscuring 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 itself. Booking.com does not take responsibility or liability for any reviews or responses. Booking.com acts solely as a distributor (without any obligation to verify) and not as a publisher of these comments and responses.
By default, reviews are sorted based on the date of the review and additional criteria to display the most relevant reviews. These criteria can include the reviewer’s language, reviews with written comments, and non-anonymous reviews. Additional sorting options may be available, such as sorting by the type of traveler or by review score.
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