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How is my Guest Review Score generated?

Updated 1 month ago

Reading time: 4.5 minutes

Highlight: To prevent you from getting negatively affected by a loss of guest reviews, Booking.com will gradually extend the lifetime of your existing reviews from two to three years. This means reviews that were about to expire as of July 31, 2020 will remain for an extra year.

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Once a guest checks out, we send an email to ask them to review their stay with you. They have 90 days to do this.

Guests are required to give the property an overall score out of 10 as part of their review. Once you get at least three reviews, we display a Guest Review Score for your property, which is the average of these overall scores.

We also ask guests a series of optional questions, but their responses to them don’t count towards your Guest Review Score.

How does the guest review form work?

Guests select an overall score from 1 to 10 to rate their experience at your property. This is the only question guests are required to answer before they can submit their review. The average of these scores is your publicly visible Guest Review Score.

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We also ask guests to rate your property in these 6 specific areas:

  • Cleanliness

  • Comfort

  • Value

  • Facilities

  • Location

  • Staff

All of these ratings are optional. They don’t count towards your Guest Review Score.

Guests can provide more optional ratings, but these are for different topics for different guests. They don’t count towards your Guest Review Score either.

Last, we encourage guests to provide open feedback, but this is also optional. The responses can give you helpful insight into your property’s performance. They can also be useful for guests who are considering booking your property.

Can guests submit a review without leaving an overall review score?

No, guests have to leave an overall review score before submitting the review form.

Did this system completely replace the old one?

Yes, this new system of giving a separate overall score has completely replaced the old system. It applies to properties and guests all over the world. If you received scores under the old system, they’ll remain part of your overall score for two years from the date you got them.

Note: We understand the impact COVID-19 has had on guests stays, as well as on reviews. To prevent properties from further adverse impact due to the loss of reviews this year, we’re pausing the expiration of reviews and gradually increasing their lifetime to three years. This applies as of July 31, 2020 to any reviews that would have otherwise expired after that date. For example, if a guest review submitted on August 1, 2018 would have expired August 1, 2020, it will now expire on August 1, 2021.

We aim to make sure the system continues to provide value to you, even after this unprecedented situation due to the pandemic. We’ll continue to monitor and make improvements based on your feedback and best interests.

Why are the reviews now expiring in three years instead of two?

Reviews are helpful to potential travelers who are considering your property. By extending the window of time that reviews appear on your listing, we aim to help you get travelers to not only look at your listing, but also to make a booking. For some partners who are newer to Booking.com or have lower review counts overall, this also gives them a better chance of keeping their overall guest review score trustworthy.

What role does Booking.com play in calculating my score?

We don’t play any role in calculating your score. We just facilitate the process of collecting reviews from guests. Your individual scores reflect actual guest experiences and contribute directly to your overall Guest Review Score.

What is the value of the review system?

Guest reviews are one of the most important aspects of your property info for people visiting Booking.com. Our system of verified traveler reviews provides credible info that helps people make booking decisions.

We built this review system based on feedback from guests and partners, and we use their ongoing input to continually improve it. We designed it to help gather constructive feedback in a transparent way, and to be fair to all properties.

Where can I analyze guest reviews for my property?

You can see your reviews under the “Guest Reviews” section of the Extranet. In the “Analytics” section, you can see how your score has changed over time and how it compares to your choice of comparable properties.

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