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Booking.com Review Score: How It Works for Small Properties

Your review score is one of the first things guests see. Booking.com's Partner Hub explains how reviews are collected and shown. Read the current rules there because they change.

Basics

Only guests who booked and stayed through Booking.com can review
Guests rate several categories (e.g. cleanliness, comfort, location, staff, facilities, value) and can leave comments
You can reply publicly to reviews from the extranet

Improve it

Fix your three most-mentioned complaints
Make photos and descriptions match reality
Check in with guests during the stay
Reply to every review

Template: Review Response Playbook
Printable/editable version coming soon to our template shop.

See templates

Official sources

Booking.com Partner Hub

Last reviewed 29 October 2026. This guide is general information, not legal or tax advice. Check the linked official sources for your case.

Want an expert look at your guest experience and reviews? Request a review audit.