How does Booking.com calculate the review score?

Sometimes you might notice that your last guest left a general positive review, but the overall score does not align with their positive comments.

How the Review Process works on Booking.com

1. Review invitation
Once the guests check out, Booking.com sends an email to ask them to review their stay. Guests have 90 days after checking out to complete this review.

2. Overall Score
Guests are asked to select an overall score, from 1 to 10, to rate their experience at your property. This is the only mandatory question to submit a review.
Your overall Guest Review Score is based on the individual scores submitted by guests over the last 3 years, following a weighted calculation. This means that the more recent the review, the bigger the impact on the total review score calculation of your property.

3. Optional Subcategory RatingsIn addition to the overall score, guests can optionally rate specific aspects, such as:

• Cleanliness;
• Comfort;
• Value for money;
• Facilities;
• Location;
• Staff.

While these subcategory ratings provide additional insights, they do not affect the overall score as they are completely independent.

Overall Score Interpretation

The overall score is neither an average nor a sum of the subcategories. They are completely independent of each other and reflects the guest’s personal, holistic impression of their stay.
The subcategories are selected by booking.com and may not make up for the full experience your guests had at your property. For some guests, non-existing categories such as general design, family-friendliness and other criteria may be important and this would be reflected in their overall score.

We hope you find this guide helpful and straightforward. Thank you for being a valued host