Booquela Platform Quality Policy
Last updated: March 19, 2026
This document is an integral part of the Booquela Platform Terms of Service and defines the minimum quality thresholds for Studio Owners, the method of their calculation, the monitoring mechanism, and the consequences of failing to meet quality requirements.
1. Purpose and scope
Booquela monitors the quality of Studio Services to provide Clients with reliable information and a predictable standard of service. The quality system is based solely on reviews submitted by Clients after the completion of a Reservation, in accordance with the Review Policy.
The Quality Policy applies to all Studio Owners with active Listings on the Platform.
2. Rating categories
Each review includes a rating on a scale of 1.0 to 5.0 in the following categories:
- Cleanliness - sanitary and orderly condition of the room,
- Accuracy - consistency of the actual condition of the room and equipment with the Listing description,
- Communication - quality and timeliness of the Studio Owner's communication with the Client,
- Equipment - technical condition and functionality of the provided equipment,
- Location - consistency of the location with the description,
- Value for money - subjective assessment of the adequacy of the price relative to the quality of service.
In addition to category ratings, each review includes an overall rating.
3. Minimum quality thresholds
Minimum quality thresholds apply to the following categories:
| Category | Minimum threshold |
|---|---|
| Cleanliness | 4.2 |
| Accuracy | 4.2 |
| Communication | 4.2 |
These thresholds may be updated by Booquela. Studio Owners will be notified of any threshold changes at least 30 days in advance, in accordance with the Terms of Service modification rules.
4. Rating calculation method
4.1 Rating window
The quality rating is calculated based on the last 10 published, non-removed reviews for a given Studio (rolling window). Older reviews are not included in the current rating.
4.2 Confidence level
The reliability of the rating depends on the number of reviews in the window:
| Number of reviews | Confidence level | Effect |
|---|---|---|
| Fewer than 5 | Low (0.4) | Informational rating - does not generate alerts or consequences |
| 5-9 | Medium (0.7) | Reliable rating - notifications about drops possible |
| 10 or more | High (1.0) | Full rating - all quality mechanisms active |
Consequences provided for in Section 6 may be applied only when the confidence level is at least 0.7 (minimum 5 reviews in the window).
4.3 Update frequency
The quality rating is updated daily based on the current state of reviews.
5. Problem detection mechanism
Booquela identifies quality issues in two ways:
5.1 Drop below absolute threshold
If the average rating in a monitored category falls below the minimum threshold (Section 3), a notification is generated:
- Warning - average below threshold (e.g., cleanliness 4.1 with a threshold of 4.2),
- Critical alert - average below the threshold minus 0.5 points (e.g., cleanliness 3.6 with a threshold of 4.2).
5.2 Significant drop over time
If the average rating in a given category drops compared to the previous update:
- Warning - drop of at least 0.3 points,
- Critical alert - drop of at least 0.6 points.
5.3 Alert deduplication
For each type of issue per Studio, a maximum of one alert is generated every 7 days.
6. Consequences of failing to meet requirements
6.1 Notification
When a quality issue is detected, Booquela notifies the Studio Owner of:
- the category in which the issue occurred,
- the current rating value and the applicable threshold,
- the severity level (warning or critical alert).
A notification does not in itself constitute a restrictive measure within the meaning of Section 13.4 of the Terms of Service.
6.2 Measures in case of persistent issues
If, after receiving a notification, the Studio Owner does not improve the quality of services, and the rating in the monitored category remains below the threshold for at least two consecutive updates (minimum 2 days), Booquela may apply measures provided for in Section 13.4 of the Terms of Service, in accordance with the principle of proportionality.
Before applying measures, Booquela informs the Studio Owner of the reason for the planned action. The Studio Owner may submit explanations or a complaint in accordance with the procedure described in Chapter 14 of the Terms of Service.
6.3 Graduated measures
Measures are applied in a graduated and proportionate manner:
- Notification - information about the issue with a request for improvement,
- Reduced visibility - lowering the Listing's position in search results,
- Listing suspension - temporary hiding of the Listing until indicators improve,
- Further measures - in accordance with Section 13.4 of the Terms of Service.
Progression to the next level requires prior application of the milder level, unless user safety considerations dictate otherwise.
7. Right to explanation and appeal
The Studio Owner has the right to:
- access the current quality rating of their Studio in the Owner Panel,
- submit explanations regarding circumstances affecting the rating (e.g., temporary technical issues, unjustified reviews),
- file a complaint about applied measures in accordance with the procedure described in Chapter 14 of the Terms of Service,
- report a review that violates the Review Policy for verification.
8. Data transparency
The Studio Owner has access in the Owner Panel to:
- current ratings in individual categories,
- quality alert history,
- information about applicable thresholds.