Why Is My Hotel’s Class Rating Wrong on Google?

One question we frequently hear from hotel teams is:

“Why has our hotel’s class rating changed on Google?”

Naturally, this can be frustrating, particularly when the hotel’s official classification remains unchanged.

Unlike many other Google Business Profile details, hotel class ratings cannot be edited directly through the Business Profile dashboard. Google uses official classifications where available, along with information from other sources and its own assessment systems, to determine what class rating to display.

Understanding how this works is the first step towards identifying and addressing an incorrect rating.

How Google Determines Hotel Class Ratings

Google displays official hotel classifications assigned by local authorities where available. When official classifications are unavailable, Google may determine a hotel’s class rating using information from third-party partners, direct research, feedback from hoteliers and automated assessments of hotel characteristics. These assessments may consider factors such as pricing, location, room size and amenities.

This means that the class rating displayed on Google is not necessarily information entered or directly controlled by the hotel itself.

What Happens When Hotel Class Ratings Differ Across Platforms?

Consider the following example. A hotel is officially classified as a 5-star property, but its class rating differs across major travel platforms:

Platform	Hotel class rating
Booking.com	⭐⭐⭐⭐
Tripadvisor	⭐⭐⭐⭐⭐
Expedia	⭐⭐⭐⭐

When a hotel’s class rating differs across travel platforms, the information available about the property becomes inconsistent.

Google uses multiple sources when determining hotel class ratings, including third-party partners. However, it does not disclose how individual sources are weighted or whether a particular discrepancy will result in a classification change. The example illustrates why hotels should regularly review how their official classification is represented across major travel platforms.

Correcting inconsistencies does not guarantee that Google will change the displayed class rating, but it helps ensure that accurate information is available across the property’s online presence.

Why Consistent Hotel Information Matters

Hotel class ratings are just one example of why accurate business information matters beyond Google Business Profile. Hotels should regularly review how their properties are represented across major travel platforms, their official websites and other relevant online sources.

In addition to hotel class ratings, this includes:

● Hotel name
● Address
● Contact details
● Website URL
● Operational status
● Amenities & attributes

Maintaining consistent information across these channels helps ensure that guests and search engines encounter accurate details about the property.

While consistency alone does not guarantee how Google will display a hotel’s information, it remains an important part of managing the property’s online presence. For more practical recommendations, explore our hotel SEO best practices guide. 

How to Address an Incorrect Hotel Class Rating on Google

If your hotel’s class rating is incorrect or has changed unexpectedly, there are several steps you can take to investigate and address the issue:

Verify your hotel’s official classification: Confirm that the property’s current classification is accurate and obtain supporting documentation, such as an official hotel classification certificate, where available.

Review your hotel’s third-party listings: Check major travel platforms, including OTAs, to ensure that the displayed class rating matches the hotel’s official classification. If you identify discrepancies, request corrections directly through the relevant platforms.

Contact Google Support: If your hotel’s class rating is incorrect or missing on Google, contact Google Support to report the issue. Be prepared to provide supporting documentation confirming the correct classification, should it be requested.

Keep in mind that correcting information across third-party platforms does not guarantee an immediate change to the class rating displayed on Google, as Google determines how hotel classifications are presented using information from multiple sources.

How Hotel Class Ratings Affect Search Visibility

Hotel class ratings help travellers compare accommodation options and refine hotel search results on Google.

If a hotel is displayed with an incorrect class rating, it may be excluded from searches filtered by its actual category. For example, a hotel officially classified as 5-star but displayed as 3-star on Google may not appear when travellers filter results specifically for 4-star or 5-star accommodation.

This makes accurate hotel classification an important part of maintaining the property’s representation on Google.

Key Takeaway

Hotel class ratings on Google are determined differently from most other Business Profile information. Google may rely on official classifications, third-party sources and its own assessments when deciding what to display.

For hotels, maintaining accurate information across major travel platforms is an important part of managing their online presence.

When a hotel’s class rating is incorrect, addressing the issue starts with verifying the official classification, reviewing relevant external sources and contacting Google with the appropriate supporting information.