Boosting your Booking.com Guest Review Score

How guest reviews are collected on Booking.com

After guests complete their stay, Booking.com sends them an invitation to share their experiences. Guests rate their overall stay from 1 to 10, alongside optional category ratings such as cleanliness, comfort, value for money, facilities, location and staff. 

Although guests can rate specific services such as Wi-Fi and breakfast, these ratings do not impact the overall Guest Review Score on Booking.com. The goal is to capture the complete guest experience, rather than focusing on specific aspects like location, which are beyond your control as a host. In addition, Booking.com allows guests to provide optional open-text feedback, which can offer valuable insights to help hosts understand and enhance their property's listing. This feedback can help address any issues that guests have shared, ultimately leading to a better experience for potential guests.

Calculating your Booking.com guest review score

On Booking.com, your Guest Review Score is a powerful indicator of what guests can expect at your property. This score, averaged from all the overall scores received over the past three years, goes beyond individual category ratings like service or cleanliness. It paints a complete picture of the guest experience. 

Based on this average, your property is tagged into categories that reflect the quality of stay you provide:

• Exceptional (9.5 - 10): Achieving this is like earning a gold star, showing that your guests consistently rave about their experiences.

• Excellent (9 - 9.4): This means you're delivering high-quality stays, leaving guests thrilled and eager to recommend you.

• Very Good (8 - 8.9): A comfortable spot that indicates you're winning in many areas, with positive feedback from guests.

• Good (7 - 7.9): Guests are generally happy but might have minor suggestions for improvement.

• Passable (6 - 6.9): Satisfaction is there, but there's noticeable room for enhancement.

• Poor (below 6): Indicates significant dissatisfaction, needing immediate attention.

Knowing where you stand in these categories can help you focus on making overall improvements that will be appreciated by guests. By improving the overall guest experience, you can increase the attractiveness of your property and move up to higher tiers, expanding your booking potential on Booking.com.

The value of mixed guest reviews

It's important to have a mix of both positive and negative feedback for your property. This variety can make your property more trustworthy and appealing to potential guests. Displaying both negative and positive reviews can enhance credibility, as it shows transparency and helps build trust and loyalty among potential guests. Genuine reviews are crucial for building trust, as they provide an honest view of the guest experience.

Research shows that 82% of consumers read online reviews before booking, and a range of reviews can reassure them about the authenticity. Positive reviews highlight your strengths, and constructive criticism points out areas for improvement, showing transparency and a commitment to enhancing the guest experience. Since up to one in three online reviews could be fake, genuine feedback becomes even more important for maintaining trust and standing out in a competitive market. Embracing both types of feedback not only fosters trust but also positions your property as honest and responsive, qualities which are highly valued by today's savvy travellers. This emphasis on the importance of embracing both types of feedback lets your audience know they are on the right track and their efforts are worthwhile.

Tips to improve Guest Reviews and Scores

To improve your guest review scores on Booking.com, we highly recommend taking thoughtful steps at each stage of the booking process, during and after guests stay. Here are some practical tips:

Before guests arrive

• Double-check that all information about your property is accurate and current, ensuring guests know exactly what to expect. Confirm booking details, and consider sending a welcome email or text message to share this information.

• Keep property photos fresh and reflective of what guests will experience.

• Highlight popular tourist spots, historical sites, or museums that are must-visits in the area.

• Share lesser-known spots like quaint cafés, local markets, or scenic parks that offer a unique local flavour.

• Recommend nearby hiking trails, beaches, or parks for guests who enjoy outdoor adventures.

• Inform guests about local festivals, art galleries, or live music venues to immerse them in the local culture.

• Provide information on the best ways to get around, whether it's public transport, bike hire, or walking routes.

During the Guest's Stay

• Welcome your guests warmly, perhaps with a complimentary drink or snack, or even a delightful welcome basket—these little touches make a big difference. 

• Provide useful resources like maps or earplugs, especially if noise might be an issue.

• Let guests know they can reach out to you during their stay, particularly if any issues arise, so you can resolve them promptly. This helps ensure their stay isn't disrupted and avoids any unpleasant situations like requests for refunds or early departures. 

After Checkout

• Encourage guests to leave a review by expressing how much their feedback means to you. Highlight that their insights not only help you improve but also assist future guests in choosing your property.

Leverage Travelnest for easy property listings

Are you planning to list your property on Booking.com? Travelnest can simplify this process by offering a hassle-free way to expand your reach. With one login and one Travelnest account, you can easily list your property on 30+ top booking sites and manage your listings across multiple platforms, including Booking.com. This leads to increased visibility and more bookings. Best of all, you can manage all your bookings from different sites in one simple calendar, eliminating the need to juggle multiple booking platforms.

Start today by simply signing up with Travelnest and watch your property thrive in the competitive vacation rental market.

Overcoming review challenges

While all guests have the right to leave reviews, if you face issues like inaccuracies, you can report them to Booking.com and if you’re listing your property through Travelnest on Booking.com our friendly team is here to assist you . This ensures a fair platform for both guests and hosts, maintaining the integrity of your reviews.

Conclusion: 

Make sure to focus on your Booking.com Guest Review Score as it is essential for success. Prioritise authenticity, manage expectations, and use resources like Travelnest, to help your property stand out and thrive. Welcome feedback, make necessary improvements, and attract more guests.