A property’s rating is one of the main factors guests consider when deciding whether to book. This rating is based on the reviews of real travelers and is shown on the property card in search results, on the booking page, and in the reviews section.
Main types of ratings and calculation principles
1. Individual rating
After check-out, a guest is invited to rate the property through a feedback form covering six key parameters:
Cleanliness
Location
Value for money
Service
Room
Food
These ratings form an individual final score, calculated as the arithmetic mean of all indicated parameters. If a guest did not rate a particular parameter, that parameter is not included in the final calculation.
Each review undergoes moderation to filter out inappropriate or rule-violating submissions. Once checked, the review is published with a breakdown of the scores for each parameter and the overall rating.
2. Overall property rating
This rating is visible to all users and is calculated as the arithmetic mean of all individual overall scores.
A parameter-specific rating is also calculated separately — for example, for cleanliness or service. All ratings for a given parameter are summed and divided by the number of respondents who rated that parameter.
Sometimes, the rating in your personal account may differ from the rating on Emerging Travel Group platforms. This is because we also receive reviews from TripAdvisor users. Our research shows that listing such reviews increases property sales. If you have questions about TripAdvisor ratings and comments, please contact their customer support.
Additional parameters: impact on final rating
Ratings for internet speed/stability and the quality of hygiene products in the room are important parameters that can affect a property’s final rating. Even one or two low scores in these areas can lower the overall rating, so we advise paying special attention to them.
Wi-Fi
Wi-Fi condition | Score |
Did not use | 0 |
Wi-Fi was not provided and not advertised | 0 (not included) |
Wi-Fi was not provided, despite being advertised | 1 |
Low — worked intermittently | 5 |
Normal, but slow | 7 |
Excellent, no issues | 10 |
Hygiene products
Hygiene kit condition | Score |
Did not use | 0 (not included) |
Kit not provided | 1 |
Very poor quality kit | 3 |
Poor kit | 5 |
Decent kit | 7 |
Excellent kit | 10 |
How a guest can leave a review
ETG platforms’ users can leave feedback via the “My bookings” tab in their account.
To increase the number of reviews, we use extra tools: emails sent on day 2 and 10 after check-out, and push notifications. We also recommend reminding your guests about the opportunity to leave a review.