The situation evolves every day. To get the latest information about your booking or to contact us, please sign in using your Booking.com account. If you do not have an account, you can use your booking confirmation number and PIN code to sign in on a desktop computer or a laptop. Please be aware that due to the current circumstances, it may take us longer than usual to respond to your questions and requests. We thank you for your patience.
For the best support, please sign in using your Booking.com account. If you do not have an account, you can use your booking confirmation number and PIN code to sign in on a desktop computer or a laptop.
If your booking is no longer free to cancel or is non-refundable, you may incur a cancellation fee. Properties can also choose to change the dates of your reservation at no extra cost, so it’s worth contacting the property to see if this is possible.
If your reservation was affected by Coronavirus-related events such as border closures or travel limitations enforced by authorities, but is no longer free to cancel or is non-refundable, sign in to check options to manage the reservation.
You may be able to cancel due to the circumstances related to Coronavirus. However this is dependent on several factors, including your destination, the date you made your booking, your departure date, your arrival date, your country of origin, and your reason for travelling.
If your cancellation falls under this category the property is obliged to provide a refund or offer a free date change or a credit for future stay.
Please sign in and select the relevant booking to see your options.
This depends on the conditions of your reservation. To find out if you can change the dates of your reservation, sign in using your Booking.com account. If you do not have an account, you can use your booking confirmation number and PIN code to sign in on a desktop computer or a laptop.
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Cancellations
Quick answers to the most common questions from our guests
If you have a free cancellation booking, you won't pay a cancellation fee. If your booking is no longer free to cancel or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property. You will pay any additional costs to the property.
Cancelling a Non-Refundable booking normally incurs a charge. However, you may have the option to request free cancellation when managing your booking. This sends a request to the property, who may decide to waive your cancellation fee. It is not possible to change dates for a Non-Refundable booking, though it is possible to re-book for your desired dates if your waive fees request is successful.
After you cancel a booking with us, you should receive an email confirming the cancellation. Check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, please contact the property to confirm they got your cancellation.
Some of our properties require a prepayment, also known as a deposit, before you stay. This prepayment can be up to the total cost of the booking, or just part of it. The rest is then paid when you stay at the property.
However, for some properties there is no deposit required, and you’ll pay the amount in full when you stay at the property. It’s best to check the payment policies in your confirmation for more details.
Generally, the property is responsible for charging your card. If payment is instead handled by Booking.com, this will be stated clearly in your booking confirmation.
You can commonly expect to pay upon check-in or check-out at the property. However there are some exceptions, such as those properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.
If there is no prepayment policy, it’s also possible that the property may take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.
Credit cards are the most widely-accepted payment method for properties listed on Booking.com, and most of them use credit cards to validate your booking.
In some cases alternative payment methods such as PayPal etc. are also accepted. There are some exceptions to this, where it may be possible to book with a debit card.
The accepted payment types for your accommodation will be listed in your booking confirmation. You can also call them to confirm what they accept.
In most cases, no action is required from you. As outlined in the payment policy for your booking, this is likely just a prepayment for all or part of the total cost.
If there is no prepayment policy, then the property may have taken a test payment from your card. This is a temporary hold, that’s used to guarantee your booking, and will be returned to you.
If you still feel the charge is unexpected, you can contact us for assistance. We can only contact the property on your behalf after you have submitted proof of charge.
Very likely, yes. Properties usually accept payment for the stay with a different card or cash. To confirm that paying with a different credit card is okay, contact the property.
You can find the payment policy in your booking confirmation, in the pricing section. This section also includes a price breakdown, and the accepted payment methods.
Properties normally request this to guarantee your booking, and the card is often used to pay when you book. If you don’t need to make a prepayment, then they may hold an amount on your card to ensure it has sufficient funds. This test payment will be returned to you.
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Booking details
Quick answers to the most common questions from our guests
Yes! You can make changes to your booking from your confirmation email or at Booking.com. Depending on the property's policy, you can do the following:
Be sure to check your email inbox, spam and junk folders. If you still can't find your confirmation, go to booking.com/help and we'll resend it to you.
Additional costs for children, if any, are not included in the reservation price. Please check with the property directly to see if and when you'll pay for your child(ren).
It depends on the property's policy. Additional costs for children, including extra beds/cots, are not included in the reservation price. Please contact the property directly for this information.
A Double Room has one double bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. The property will do its best to accommodate your needs.
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Communications
Quick answers to the most common questions from our guests
For each reservation, Booking.com provides a unique and anonymous alias email address for both you and the accommodation. All messages sent to this alias email will be forwarded to the accommodation, including links, images, and attachments (up to 15 MB).
For security purposes, Booking.com has an automated system that monitors communication for malicious content. This includes spam and the limitation of certain file types, such as: .zip, .rar and .exe.
Please be aware that email communication generated by the accommodation will be sent via Booking.com on their behalf. Booking.com cannot be held accountable for the content of the communication. If you suspect that the content of the communication is inappropriate, suspicious or contains spam, we ask that you report this information by clicking on the link located at the bottom right corner of the email.
These communications will be stored by Booking.com. Booking.com can access communications upon request from either you or the accommodation, and, if strictly necessary, for security or law enforcement purposes, such as fraud detection and prevention.
Booking.com may analyse communications to improve its services. If you do not want Booking.com to monitor or store your communications made via Booking.com, please do not make use of the communication feature offered by Booking.com, including communication via alias email addresses.
You can ask the Booking Assistant to request parking spaces, an extra bed, a different bed, alternative check-in or check-out times, and more. The Booking Assistant can help answer any other questions you might have about your stay.
The Booking Assistant is completely free to use, all you need is an internet connection. If you use mobile data to connect to the internet, there may be additional charges involved, depending on your service provider.
The responses you receive through the Booking Assistant are sent by Booking.com either by our Customer Service agents or on behalf of the property you made the relevant booking with.
The Booking Assistant is available in English, Dutch, French, German, Italian, Japanese, Mandarin (Simplified and Traditional), Portuguese (European and Brazilian), Spanish and Russian.
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Room types
Quick answers to the most common questions from our guests
You can find information about extra beds and cots for children in the "House Rules" on the property page when you book.
Added costs for children, if any, are not included in the reservation price.
When you make a booking, you can request an extra bed or cot for a child in the “Special requests” box.
If you’ve already made a booking, you can always request an extra bed or cot via the link provided in the booking confirmation email.
We recommend contacting the property before you arrive to make sure they have an extra bed or cot available. You can find their contact details in the confirmation email and when you view your bookings in your account.
If you need us to resend your booking confirmation email, please go to booking.com/help.
A Double Room has one double bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bedding preference in the ‘Special Requests’ box during the booking process.
Every room or property has an individual policy which is determined by the property.
A “non-refundable” policy means that a fee will apply if you decide to change or cancel your booking. This fee is mentioned in the conditions during the booking process, and in the booking confirmation.
A “free cancellation” policy means you can change or cancel a booking for free, as long as you do it within the time period specified by the property (for example “Cancel up to x days” or “Cancel before dd/mm/yy hh:mm”). This is mentioned in the conditions during the booking process, and in the booking confirmation.
You can find information about extra beds in the “House Rules” on the property page when you book.
Added costs, if any, are not included in the reservation price.
When you make a booking, you can request an extra bed in the “Special requests” box.
If you’ve already made a booking, you can always request an extra bed via the link provided in the booking confirmation email.
We recommend contacting the property before you arrive to make sure they have an extra bed available. You can find their contact details in the confirmation email and when you view your bookings in your account.
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Pricing
Quick answers to the most common questions from our guests
All the facilities listed under the room or accommodation type are included in the price. You can also see if other things like breakfast, taxes or service charges are included when you compare different options to book. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings in your account.
This depends on the property and accommodation type, but it’s easy to see what’s included when you compare different options to book. Tax requirements change from country to country so it’s always good to check. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings in your account.
Each room or accommodation that you can book has its own breakfast policy. If breakfast is included, you will see it listed on the property page when you compare different options to book. If breakfast isn’t included, you can see if the property provides it by checking the available facilities. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings in your account.
In the event of a crossed-out rate, we look at the prices currently being charged by the hotel in the 30-day window around your proposed check-in date. From the prices within this window, we display the third-highest price on offer as the crossed-out rate. To ensure we are making a fair comparison, we always use the same booking conditions (meal plan, cancellation policy and room type). This means that you get the same room for a lower price compared to other check-in dates at the same time of year.
You can find information about a property's children policy in the “House Rules” on the property page when you book.
Added costs for children, if any, are not included in the reservation price.
When you make a booking, you can request an extra bed or cot for a child in the “Special requests” box.
If you’ve already made a booking, you can always request an extra bed or cot via the link provided in the booking confirmation email.
We recommend contacting the property before you arrive to make sure they have an extra bed or cot available. You can find their contact details in the confirmation email and when you view your bookings in your account.
A valid card is needed to guarantee your reservation with most properties. We do offer a number of properties, however, that will guarantee your reservation without a card. You can also make a booking using someone else’s card provided you have their permission. In this case please confirm the card holder’s name and that you have permission to use their card, in the ‘Special Requests’ box when making your booking.
The charge you see could be any one of the following:
Pre-authorisation: A pre-authorisation is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your reservation. The amount will be unblocked after a certain time period. How long this takes will depend on the property and your credit card provider.
Deposit or Prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If you are eligible for free cancellation, this amount is returned to you if you choose to cancel your reservation.
Our Customer Service team is always there for you if you need help with a payment issue. You can go to booking.com/help to get in touch with us.
Generally hotels cannot accept a debit card to guarantee a booking. However, there are some exceptions. If your chosen hotel can accept a debit card, you will see this option when making your booking.
When you make a reservation, there may be instances where the hotel will contact your credit (or debit) card company to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorisation of the full amount of your reservation.
The hotel, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking.
Pre-authorisations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorisations are temporary holds. The length of the hold will vary, and your credit card company can advise how they handle this.
Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card had been pre-authorised, both the hotel and your credit card company can verify this.
Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorisation procedures. These terms vary across the board, so it’s best to contact them for specific details.
In most cases, the hotel will pre-authorise your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on Booking.com. If this does happen, the hotel can explain why this has occurred.
Hotels reserve the right to pre-authorise your card, but this doesn't mean it will occur with every booking. Don’t worry, if your card is pre-authorised, both the hotel and your credit card company is there to help. They may also be able to assist you with removing these holds sooner.
Yes, you can but only if you have permission from the card holder. Please state this in the "Remarks" box when making your reservation. The hotel may require authorisation from the card holder.
Please also note that in the case of a No Show, late cancellation any penalties will be charged to the card provided.
In most cases, Booking.com needs credit card details to confirm your reservation with the property. Your credit card may be checked (pre-authorised) to ensure that it is valid and that sufficient funds are available. After the check, the full amount will be available to you again. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking. Your credit card will only be charged if you have requested a pre-paid accommodation or if the cancellation policy, has not been followed.
Please contact the property directly. You can find their contact information in your booking confirmation email or when you log into Booking.com. For security reasons, never provide your credit card details by email.
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Property policies
Quick answers to the most common questions from our guests
You can request an early/late check-in in several ways:
You can specify your intended check-in time while making the reservation.
You can manage your booking online to request a check-in time outside of the standard hours.
You can contact the property directly, using the contact details found in your booking confirmation.
Please note that the property cannot always accommodate this request; they will be happy to let you have your room early if there is availability, but there may be nobody to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly in this case, to avoid any disappointment.
Check-in and check-out times differ for each property. You can find them in the "House Rules" section on the property page when you make a booking. If you've already made a booking, you can see check-in and check-out times in your confirmation email and when you log into your account.
You can see which facilities are included with a booking when comparing different options offered by a particular property. To see which facilities are available at the property itself, go to "Facilities" at the top of the property page.
You can ask the property about arranging a late check-out when you get there. Just be aware that it depends on what's available at the time of your stay.
You can see whether or not the property has parking under "Facilities" before you make a booking. If the property requires you to reserve a space, please contact them directly with the contact details provided in your booking confirmation.
If the property offers a shuttle service it will be listed under "Facilities". After you make a booking, you can arrange the airport transfer directly with the property. You can find their contact information in your booking confirmation. Please remember to have your flight details ready as they will need these to make sure the driver can find you at the airport.
If the property has luggage storage, you'll see it displayed on the property page under "Facilities". For more information about luggage storage, please reach out to the property directly using the contact details provided in your booking confirmation.
Once your friend has returned from their trip, we'll verify your reward and you will receive an email on how to claim it. It can take between 30 and 60 business days for you to receive the reward payment. You can always sign in to your account to check your reward status.
If your reward is being paid out in Wallet credit:
Once your friend has returned from their trip, we'll start the verification process. You will receive an email with more information about the next steps. It can take between 30 and 60 business days for you to receive your reward payment. You can always sign in to your account and go to 'My Rewards' page to check the latest status.
Once your friend has returned from their trip, we'll verify the reward and your friend will receive an email on how to claim it. It can take between 30 and 60 business days for them to receive the reward payment.
If your reward is being paid out in Wallet credit:
Once your friend has returned from their trip, we'll start the verification process. They will receive an email with more information about the next steps. It can take between 30 and 60 business days for your friend to receive the reward payment. They can always sign in to their account and go to 'My Rewards' page to check the latest status.
All you need is a Booking.com account, and to add and register your credit card details for receiving rewards. After your friend returns from their stay, we’ll put the cash reward on your card. Don’t have an account? Create one here.
If your reward is being paid out in Wallet credit:
All you need is a Booking.com account. The email address in your account should match the one you used to book. After your friend returns from their stay, we’ll add the reward amount to your Wallet. Don’t have an account yet? You can create one here.
This is usually because people haven’t registered their cards for receiving rewards or removed their card information from their accounts before the reward was paid out. Please ensure you have saved a Visa or MasterCard credit or debit card in your account and registered it for receiving rewards.
If your reward is being paid out in Wallet credit:
This usually happens because we first need to verify if all the requirements are met before we can send the reward payment. The entire verification process can take between 30 and 60 business days - after that, we'll add the reward amount to the Wallet.
Your friend needs to have a Booking.com account. They have to add and register their credit card details for receiving rewards. After they return from their stay, we’ll put the cash reward on their card. If your friend doesn’t have a Booking.com account, they can sign up for one with the same email address they used to book their reservation.
If your reward is being paid out in Wallet credit:
Your friend needs to have a Booking.com account. The email address in their account should match the one they used to book. After they return from their stay, we’ll add the reward amount to their Wallet.
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Security and awareness
Quick answers to the most common questions from our guests
Social engineering is a strategy scammers use. They pretend to be a trusted source and then try to trick people into giving them access to sensitive personal data. Online scammers usually pretend to be a well-known company, using a seemingly logical reason to ask you for your personal data and payments.
Booking.com will never ask you to share a credit card or a gift card number over the phone. In fact, if anyone tells you to pay by gift card or share a credit card over the phone – for any reason – it is most likely a sign of a scam.
If you believe you’ve been exposed to an online scam involving Booking.com, it’s best you contact us as soon as you can. We’re here to help 24/7, so go to booking.com/help on the website or access the Help Centre via the main menu in the app.
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Where can I find my confirmation number and PIN?
Check your confirmation email. You can find both of these numbers in the right-hand corner of your confirmation email, which was sent after your booking was made:
Can't find your confirmation email? Enter the email address you booked with, and we'll resend it to you.
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