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 review scores received. Guests can also provide separate subscores for important aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. These subscores and overall scores are submitted independently, with no direct link between them.
You have the opportunity to review an accommodation that you booked through our platform, whether you stayed there or simply visited the property. If you need to modify a review you have already submitted, please reach out to our Customer Service team for assistance.
Our platform utilizes both human experts and automated systems that specialize in detecting fake reviews. If any are found, we promptly remove them and take appropriate action against the responsible parties.
If you come across any suspicious content, please report it to our Customer Service team so that our fraud team can thoroughly investigate the matter.
While ideally, we would love to publish every review we receive, both positive and negative, there are certain criteria that may prevent a review from being displayed. Some examples of content that will not be shown include 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, references to violence, spam, fake content, animal cruelty, and impersonation (i.e., when the writer claims to be someone else). In addition, any violation of our review guidelines will result in the review not being displayed.
To ensure the relevance of reviews, we may only accept submissions within 3 months of checking out. We may also stop displaying reviews that are 36 months old or if the accommodation undergoes a change of ownership.
Accommodations have the option 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 is solely a rating or includes comments as well. You can also sort and filter reviews based on the time of year, review score, and other criteria.
On occasion, we may display external review scores from well-known travel websites, but we will always clearly indicate when we do this.
Guidelines and Standards for Reviews
These guidelines and standards are in place to maintain the quality and family-friendly nature of the content on Booking.com, without limiting expression or strong opinions. They are applicable to all comments, regardless of their tone.
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Contributions should be travel related. The most valuable contributions are detailed and help 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.
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Contributions should be appropriate for a global audience. Please avoid using profanity or attempting to bypass profanity filters with creative spelling in any language. Comments and media that include hate speech, discriminatory remarks, threats, sexually explicit language, violence, or the promotion of illegal activities are strictly prohibited.
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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. Booking.com property partners should not post on behalf of guests or offer incentives in exchange for reviews. We do not tolerate negative reviews submitted with the intention of lowering a competitor’s rating.
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Respect the privacy of others. Booking.com makes an effort to protect the privacy of individuals by obscuring email addresses, telephone numbers, website addresses, social media accounts, and similar details.
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The opinions expressed in contributions are solely those of Booking.com customers and properties, and do not reflect the views of Booking.com. Booking.com assumes no responsibility or liability for any reviews or responses. Booking.com acts solely as a distributor (without any obligation to verify) and not a publisher of these comments and responses.
By default, reviews are sorted based on the date of the review, as well as other criteria such as language, reviews with written comments, and non-anonymous reviews. Additional sorting options may also be available, such as sorting by traveler type or score.
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