The score for each review is between 1 and 10. To get the overall score you see, we add up all the review scores we’ve received and divide that total by the number of review scores we’ve received. Additionally, guests can give separate “sub-scores” in crucial areas such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. Please note that guests submit their mid-scores and overall scores independently, so there is no direct link between them.
You can review an accommodation you booked through our platform if you stayed there or arrived at the property but did not stay there. To edit a review you’ve already submitted, please contact our customer support team.
We have people and automated systems that specialize in detecting fake reviews submitted to our platform. if we find any, we delete them and, if necessary, take action against the person responsible.
Anyone else who spots something suspicious can always report it to our customer service team, so our fraud team can investigate.
Ideally, we would post all the reviews we receive, whether positive or negative. however, we will not display any reviews that include or reference (among other things):
- politically sensitive comments
- promotional content
- illegal activities
- personal or sensitive information (for example, emails, phone numbers, or credit card information)
- rude words, sexual references, hate speech, discriminatory comments, threats or references to violence
- spam and false content
- animal cruelty
- impersonation (eg if the writer claims to be someone else)
- any violation of our review guidelines.
To make sure reviews are relevant, we can only accept reviews submitted within 3 months of checkout, and we can stop showing reviews once they are 36 months old, or if the property has a change of ownership.
A property can choose to respond to a review.
When viewing multiple reviews, the most recent ones will appear on top, subject to a few other factors (what language the review is in, is it just a rating or does it also contain comments, etc.). if you want, you can sort and/or filter them (by time of year, review score, etc.).
We sometimes display external review scores from other popular travel websites. we make it clear when we have done this.
guidelines and standards for reviews
These guidelines and standards are intended to keep the content on booking.com relevant and family-friendly without limiting the expression of strong opinions. they are also applicable regardless of the sentiment of the comment.
Contributions should be related to travel. The most useful contributions are detailed and help others make better decisions. please do not include personal, political, ethical or religious comments. promotional content will be removed and issues related to booking.com services should be forwarded to our customer service or hosting service teams.
Contributions should be appropriate for a global audience. Avoid using profanity or attempts to approximate profanity with creative spelling, in any language. Comments and media that include ‘hate speech’, discriminatory comments, threats, sexually explicit comments, violence and promotion of illegal activities are not allowed.
All content must be genuine and unique to the guest. Reviews are most valuable when they are original and unbiased. your contribution must be yours. Booking.com property partners must not post on behalf of guests or offer incentives in exchange for reviews. Attempts to lower a competitor’s rating by submitting a negative review will not be tolerated.
respect the privacy of others. booking.com will endeavor to hide email addresses, phone numbers, website addresses, social media accounts, and similar details.
Opinions expressed in contributions are those of booking.com’s customers and properties and not those of booking.com. booking.com accepts no responsibility for any review or response. booking.com is a distributor (with no verification obligation) and not a publisher of these comments and responses.
By default, reviews are sorted by review date and additional criteria to display the most relevant reviews, including but not limited to: their language, text reviews, and non-anonymous reviews. Additional sorting options (by traveler type, by score, etc.) may be available.
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