How does Booking.com calculate the review score?

Understanding how Booking.com calculates your review score helps you recognize why guest feedback may not always align with your overall rating. Learn the key factors that influence your property's review score and how to interpret the results.

The Review Process on Booking.com

Review Invitation

After guests check out, Booking.com automatically sends them an email invitation to review their stay. Guests have up to 90 days from their checkout date to submit a review.

Overall Score Calculation

Guests rate their overall experience on a scale of 1 to 10. This overall score is the only mandatory question in the review process. Your property's overall Guest Review Score is calculated using a weighted system based on individual scores submitted over the last 3 years. This means recent reviews have a greater impact on your final score than older ones.

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 remain completely independent.

Understanding the Overall Score

Your overall score is neither an average nor a sum of the subcategory ratings. The overall score reflects each guest's personal, holistic impression of their stay at your property.

Guests may prioritize aspects that fall outside the predefined subcategories—such as general design, family-friendliness, or other specific features—and these factors are reflected in their overall score. This is why a positive review might occasionally show a lower overall score: the guest's personal experience was influenced by factors not captured in the standard rating categories.

By understanding this calculation method, you can better interpret guest feedback and identify areas for improvement at your property.