Online reviews play a central role in how travellers choose accommodation. Therefore, understanding how review scores work on Booking.com is essential for hoteliers. This guide brings together insights from Booking.com and data from Shiji ReviewPro to explain how hotels can earn higher review scores and protect long-term online reputation.
Booking.com generates a larger share of hotel reviews than any other major platform. However, its average review scores are lower than many competing sources. As a result, Booking.com reviews can significantly influence a property’s Global Review Index™. For this reason, active review management is no longer optional for hotels.
How Booking.com reviews influence guest decisions
Reviews and guest scores are displayed prominently across Booking.com listings. In addition, many travellers filter results to only see properties rated “Very good” or higher. If a hotel’s score is too low, it may never appear in guest searches. At the same time, review scores help build trust and set expectations before booking.
Key facts highlighted in the guide include:
- Booking.com accounts for the largest share of global hotel reviews
- Reviews remain visible for 36 months before being archived
- Guest scores are shown in search results and property pages
- Recent system changes allow scores from 1 to 10
- Written comments and subscores are optional for guests
- Extreme scores now require an explanation
Practical ways to improve review scores
Improving review scores starts with managing the guest experience across the entire journey. For example, accurate property descriptions help align expectations. In addition, replying to reviews shows accountability and builds confidence with future guests. Comfort, cleanliness, service quality, and breakfast are also frequently mentioned in positive reviews. Overall, focusing on consistent guest satisfaction leads to stronger Booking.com performance and a healthier online reputation.
