How does Booking.com calculate the review score?

Understanding how your review score is calculated can help you better manage your property's reputation on Booking.com. Your overall Guest Review Score is based on individual scores submitted by guests, using a weighted calculation that prioritizes recent reviews.

How the Review Process Works

1. Review Invitation

Once guests check out, Booking.com sends them an email inviting them to review their stay. Guests have 90 days after checkout to submit their review.

2. Overall Score Calculation

Guests are asked to select an overall score from 1 to 10 to rate their experience. This mandatory question is the foundation of your review score.

Key points about score calculation:

• Your overall Guest Review Score is based on individual scores submitted over the last 3 years
• A weighted calculation is used, meaning recent reviews have a greater impact on your total score
• The more recent the review, the bigger its influence on your property's overall rating

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 but do not affect your overall score—they are completely independent.

Understanding Your Overall Score

Your overall score is neither an average nor a sum of the subcategories. They are entirely 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 guests' complete experience. Some guests may value aspects not covered by these categories—such as general design or family-friendliness—and these factors will be reflected in their overall score instead.

This is why you might notice a guest leaving positive comments but selecting a moderate overall score, or vice versa. Their rating reflects their personal priorities and expectations.

Maximize Your Review Score

To maintain a strong review score:

• Focus on delivering exceptional experiences across all aspects of your property
• Address guest feedback promptly and professionally
• Monitor recent reviews closely, as they have the most impact on your score
• Use guest comments to identify areas for improvement