How Does Booking.com Calculate the Review Score?

Understanding how your review score is calculated is essential for managing your property's reputation on Booking.com. Your overall guest review score plays a crucial role in your property's visibility and credibility on the platform.

The Review Process Overview

1. Review Invitation

After guests check out of your property, Booking.com automatically sends them an email invitation to leave a review. Guests have 90 days from their checkout date to complete and submit their review.

2. Overall Score Calculation

When submitting a review, guests are required to select an overall score between 1 and 10 to rate their experience at your property. This overall score is mandatory for review submission.

Your property's overall guest review score is calculated using all individual scores submitted by guests over the last 3 years. The calculation follows a weighted formula, which means more recent reviews have a greater impact on your total review score than older reviews. This ensures your current guest satisfaction levels are fairly represented.

3. Optional Subcategory Ratings

In addition to the overall score, guests can optionally rate specific aspects of their stay:

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

These subcategory ratings provide valuable insights into different areas of your property performance, but they do not affect your overall review score. They are completely independent metrics.

Understanding Your Overall Score

It's important to note that your overall score is neither an average nor a sum of the subcategory ratings. These metrics are entirely independent and reflect guests' personal, holistic impressions of their stay.

The subcategories selected by Booking.com may not represent every aspect of your guests' experience. For example, guests may value elements not covered in the standard categories—such as design, family-friendliness, or other criteria—and these considerations will be reflected in their overall score selection.

Key Takeaway

Your review score is based on the overall guest satisfaction scores (1-10) submitted over the past 3 years, with greater weight given to recent reviews. Focus on delivering excellent experiences to your guests, as their overall impressions directly determine your property's review score on Booking.com.