How to turn negative reviews into opportunities
May 7, 2025
Rebyu at NLH | Next Level Hospitality
May 10, 2025
I know that Booking.com's news can sometimes put a little anxiety, especially when they change the rules of the game. That's why I decided to explain to you in a clear and straightforward way how the the new Booking.com scoring system, introduced in January 2025.
No mincing words: I'll tell you right now what changes, who benefits, who stands to lose positions, and, most importantly, how you can adapt so you don't fall behind.
The new Booking.com scoring system: why is it different from the past?
Until recently, all guest reviews had equal weight in the score calculation. This is no longer the case today.
Booking.com has decided to give more importance to recent reviews, gradually reducing the influence of older ones. Basically, if a guest left a review a month ago, it counts much more than one left two years ago. The goal is simple: to make the rating reflect guests' current experience, rewarding those who improve and penalizing those who downgrade.
Who wins and who loses with this change?
The hotels that benefit
If your facility has invested in renovations, improvements or new services, this is great news. Recent positive reviews will have a greater impact, making your score go up faster.
Those who carefully manage their online reputation will also have an advantage. Responding to reviews, both positive and negative, shows care for customers and helps maintain a good ranking.
Finally, hotels with excellent customer service will be rewarded. If guests praise your courtesy and helpfulness, the new system will give you credit for it more immediately.
Facilities in danger of losing positions
Be careful, though: If your facility has had stellar reviews in the past but quality has dropped recently, the score could drop quickly. Old ratings count less, so a recent drop will weigh more heavily.
Those who receive few reviews may also be penalized. Less feedback means less visibility, and with the new system it is critical to have consistent, up-to-date ratings.
Finally, if you ignore negative reviews, the risk is that they will lower your score more than in the past. A recent criticism, if not handled well, can do more damage than before.
How to adapt to the new system and improve the score
Ask for feedback immediately after your stay.
The more recent a review is, the more it counts. So the first tip is to urge guests to leave a review as soon as possible.
You can do this with a thank-you email, a message on WhatsApp, or even a gentle reminder at check-out. A simple phrase like "Your review helps us improve! If you have a minute, leave a review on Booking.com" can make all the difference.Always respond, especially to criticism
A timely and professional response to a negative review can limit damage and show commitment. If a guest complains about noise, for example, you can write, "We are sorry for the inconvenience. We are considering solutions to improve the soundproofing of the rooms. Thank you for the feedback!"
Standard responses should be avoided: better to personalize each message to make it clear that you really care about your customers' opinions.
Monitor critical areas and act now
Under the new system, some categories carry more weight:
- Cleaning
- Customer Service
- Quality of services
If you notice that guests often complain about the same thing (e.g., poorly varied breakfast or slow Wi-Fi), take action as soon as possible. Quick improvement will result in more positive reviews and a higher score.
Get your staff involved
The team is your most valuable resource. Explain to them how the new Booking.com scoring system works and encourage them to always offer their best. A little recognition for those who receive compliments from guests can be a great motivator.
Use Rebyu
Not only does Rebyu help you respond to criticism with style and intelligence, it also helps you understand what your guests really think.
Plus, with beautiful and relevant answers you will quickly get more reviews, with higher scores, and be rewarded by the new scores system d booking.com . Try it for free and find out what it can do for you.
What to do if the score starts to fall?
Don't panic. Booking.com's new scoring system rewards those who don't settle and always strive to provide a better experience. If you keep quality high, respond carefully to reviews and work on negative feedback, you will not only avoid drops in your score but can even climb the rankings and attract more bookings.