| Abstract: | Booking.com provides a massive database compiling millions of reviews about thousands of accommodations worldwide that hotel managers and academics have extensively consulted during the past decade. In 2019–2020, however, the famous website changed several aspects of its methods of calculating hotel scores, the most important one being a change from its peculiar 2.5–10 scale to a more conventional 1–10 scale. Such novelties may cause changes in hotel scores that do not reflect changes, if any, in customer satisfaction. This article offers an initial investigation into the nature and consequences of those changes that professionals and academics should consider to avoid errors in future studies that involve using Booking. com's database. |
