Booking.com’s Guest Review Score Update: What It Means for You

Booking.com’s latest guest review score update is here, and it’s designed to highlight your property’s recent efforts. In a recent episode of Suite Spot, Laura Xhaferaj, Senior Product Manager at Booking.com, explains how this innovation impacts travelers, hotels, and management groups alike.

Watch the podcast video below for a deeper understanding, and keep reading for key takeaways and actionable insights.

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Key Changes

• Your recent efforts matter most: Old reviews won’t overshadow the work you’re doing now to improve guest stays.
• Fairer representation for all: Seasonal properties and those with fewer reviews will see scores that better reflect current performance.

Benefits for Hotels

• Faster recognition: Whether it’s a refreshed lobby or improved guest service, your efforts will shine through sooner.
• Fairer scoring for seasonal properties: Your hard work during peak times will now stand out.
• Consistency for chains: Standards across your locations will be reflected more accurately.

What Travelers Gain

• Real-time experiences: Travelers will see today’s story, not yesterday’s news, giving them confidence in choosing your property.
• Aligned expectations: Scores now better match what guests can expect during their stay.

What You Can Do (and How AI Can Help)

• Keep the momentum going: AI-powered tools like Smart Pineapple’s app can help you monitor trends in guest feedback and prioritize key areas for improvement.
• Show you’re listening: Use AI to draft thoughtful, timely responses to reviews, making guests feel valued—even during their stay.
• Keep details fresh: AI tools can automate reminders to update your property’s information, ensuring it’s always accurate.
• Encourage guest feedback: AI insights can identify trends in positive reviews and help you refine your approach to asking for feedback.

Community Support

Navigating changes like these is easier with the right support. Join the AI for Hospitality online community to connect with other property owners and managers who share their experiences and learn how to use AI to simplify everyday tasks. Together, we focus on turning challenges into opportunities for growth.

Resources to Help

Booking.com’s partner hub offers guides and tips to support you through this transition. Pair these resources with AI-powered solutions to save time and stay ahead.

This update goes beyond numbers. It acknowledges the care you put into every guest’s stay, builds trust with travelers, and ensures every property has a fair chance to shine. With AI as your partner, you can spend less time on repetitive tasks and more time crafting memorable guest experiences.

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