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Effects of the Booking.com scoring system

Author

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  • Mellinas, Juan Pedro
  • Martínez María-Dolores, Soledad-María
  • Bernal García, Juan Jesús

Abstract

Booking.com provides a large travellers’ reviews database that is useful for consumers, hoteliers and academics. Recent research discovered unexpected peculiarities in its scoring system, suggesting it could lead to “inflated scores” for hotels on their website. To confirm the above suspicions, the methodology used in this paper compares values assigned on Booking.com with those on Priceline that have a conventional scoring system. Conclusions show significant distortions, particularly in hotels with low and medium scores.

Suggested Citation

  • Mellinas, Juan Pedro & Martínez María-Dolores, Soledad-María & Bernal García, Juan Jesús, 2016. "Effects of the Booking.com scoring system," Tourism Management, Elsevier, vol. 57(C), pages 80-83.
    • Handle: RePEc:eee:touman:v:57:y:2016:i:c:p:80-83
    DOI: 10.1016/j.tourman.2016.05.015
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    References listed on IDEAS

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    1. Gruen, Thomas W. & Osmonbekov, Talai & Czaplewski, Andrew J., 2006. "eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty," Journal of Business Research, Elsevier, vol. 59(4), pages 449-456, April.
    2. Mellinas, Juan Pedro & Martínez María-Dolores, Soledad-María & Bernal García, Juan Jesús, 2015. "Booking.com: The unexpected scoring system," Tourism Management, Elsevier, vol. 49(C), pages 72-74.
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    7. repec:bla:jindec:v:50:y:2002:i:3:p:337-49 is not listed on IDEAS
    8. Dellarocas, Chrysanthos, 2003. "The Digitization of Word-of-mouth: Promise and Challenges of Online Feedback Mechanisms," Working papers 4296-03, Massachusetts Institute of Technology (MIT), Sloan School of Management.
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    Cited by:

    1. Eva Martin-Fuentes & Sara Mostafa-Shaalan & Juan Pedro Mellinas, 2021. "Accessibility in Inclusive Tourism? Hotels Distributed through Online Channels," Societies, MDPI, vol. 11(2), pages 1-12, April.
    2. Ioana-Nicoleta Abrudan & Ciprian-Marcel Pop & Paul-Sorin Lazăr, 2020. "Using a General Ordered Logit Model to Explain the Influence of Hotel Facilities, General and Sustainability-Related, on Customer Ratings," Sustainability, MDPI, vol. 12(21), pages 1-22, November.
    3. Wąsowicz-Zaborek Elżbieta, 2022. "Consumer choice determinants of online intermediary tourism platforms," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 58(2), pages 161-178, June.
    4. Pulina, Manuela & Santoni , Valentina, 2018. "Hotel online pricing policy: A review and a regional case study," INVESTIGACIONES REGIONALES - Journal of REGIONAL RESEARCH, Asociación Española de Ciencia Regional, issue 42, pages 93-111.
    5. CRISTIAN Mihai, 2019. "Ewom Impact On Hotels Rank: Comparative Study Between Cities From Romania," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 71(5), pages 7-18, December.

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    Keywords

    Hotel; Reviews; Booking.com; Scores;
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