How does Booking.com calculate the review score?

Understanding how Booking.com calculates your property's review score helps you interpret guest feedback and improve your listing. Your overall guest review score is based on a weighted calculation of individual scores submitted by guests over the last 3 years, with more recent reviews having a greater impact on your total score.

How the Review Process Works

Review Invitation

After guests check out, Booking.com sends them an email inviting them to review their stay. Guests have 90 days from checkout to complete their review.

Overall Score

Guests are asked to select an overall score from 1 to 10 rating their experience at your property. This is the only mandatory question required to submit a review. Your overall guest review score uses a weighted calculation, meaning recent reviews significantly impact your total score more than older reviews.

Optional Subcategory Ratings

Beyond the overall score, guests can optionally rate specific aspects of their stay, including:

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

These subcategory ratings provide valuable insights but do not affect your overall score, as they operate independently.

Understanding Your Overall Score

Your overall score is neither an average nor a sum of the subcategories. They are completely independent of each other and reflect each guest's personal, holistic impression of their stay.

The subcategories selected by Booking.com may not represent your full guest experience. Guests often consider other important factors like design, family-friendliness, or other specific criteria that aren't included in the subcategories. These considerations are reflected in their overall score rating.

By understanding this calculation method, you can better interpret your reviews and identify areas for improvement to enhance your overall guest satisfaction score.