Understanding Review Scores and Subscores
When it comes to reviewing accommodations on our platform, guests have the opportunity to provide individual review scores ranging from 1 to 10. These scores cover different aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. To calculate the overall score, we aggregate all the review scores and divide the total by the number of reviews received. It’s important to note that there is no direct link between the individual subscores and the overall score.
Submitting Reviews and Editing
If you have booked and stayed at an accommodation through our platform, you can share your experience by submitting a review. Even if you didn’t stay overnight but visited the property, you can still review it. In case you need to make changes to a review you have already submitted, our Customer Service team can assist you with that.
Tackling Fake Reviews
We take the authenticity of reviews very seriously. Our dedicated team, combined with advanced automated systems, work tirelessly to identify and remove any fake reviews that are submitted to our platform. If we come across any suspicious activity, we promptly delete the reviews and take appropriate action against the responsible parties. However, we also encourage our users to report any suspicious content they may come across, so our fraud team can investigate further.
Review Guidelines: What We Won’t Publish
While we strive to publish both positive and negative reviews, there are certain types of content that we will not display. This includes politically sensitive comments, promotional content, illegal activities, personal or sensitive information (such as emails, phone numbers, or 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.
Keeping Reviews Relevant and Timely
To maintain relevancy, we only accept reviews that are submitted within 3 months of checking out. Moreover, we may stop displaying reviews that are older than 36 months or if the accommodation undergoes a change of ownership.
Accommodation Responses and Sorting
Accommodations have the opportunity to respond to reviews. This allows for a constructive and interactive dialogue between guests and the accommodation providers. When multiple reviews are available, the most recent ones will appear at the top, taking into consideration factors such as language and whether the review contains additional comments. To assist in finding relevant reviews, sorting and filtering options based on the time of year, review score, and more are available.
Transparency: External Review Scores
Occasionally, we may display external review scores from well-known travel websites. We make it transparent and clear when we include such scores, ensuring complete transparency for our users.
Guidelines and Standards for Reviews
Our guidelines and standards are designed to maintain relevant and family-friendly content on our platform. We encourage contributors to adhere to the following principles:
Travel-Related Contributions: Share detailed experiences that help others make informed decisions. Avoid personal, political, ethical, or religious commentary. For concerns regarding Booking.com’s services, please reach out to our Customer Service or Accommodation Service teams.
Appropriate for a Global Audience: Refrain from using profanity or attempting to substitute it with creative spelling in any language. We do not permit comments or media that include hate speech, discriminatory remarks, threats, sexually explicit content, violence, or the promotion of illegal activities.
Genuine and Unique Contributions: Reviews hold the most value when they are original and unbiased. We encourage you to express your personal experiences and opinions genuinely. Accommodation partners should not post reviews on behalf of guests or offer incentives for reviews. Submitting negative reviews with the sole intention of undermining competitors is strictly prohibited.
Respect for Privacy: We prioritize the privacy of individuals. Booking.com is committed to obscuring personal details such as email addresses, telephone numbers, website addresses, social media accounts, and similar information.
Responsibility and Liability: The opinions expressed in the contributions belong to Booking.com customers and properties, and not to Booking.com itself. Booking.com does not assume any responsibility or liability for the content of reviews or responses. As a distributor, we do not have an obligation to verify the accuracy of reviews and comments posted by users.
By default, reviews are sorted based on the review date and additional criteria to display the most relevant feedback. These criteria include language preferences, reviews with text, and non-anonymous reviews. Additional sorting options might be available, such as sorting by traveler type or review score.
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