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Frequently asked questions
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. You can contact the property to see if it is possible to change the dates of your booking or cancel it.
If your booking 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 booking.
You chose a policy when you made a booking on our platform. If that policy allows a change of dates or a free cancellation, you are entitled to that.
For bookings made before 6 April 2020: You may be able to change or cancel your (non refundable) booking for free if you cannot travel to or stay at the property as a result of implications of the Coronavirus (COVID-19) outbreak, such as government travel restrictions (e.g. closed borders). This depends on several factors, including your country of origin, your destination, the date on which you made your booking, your departure date, your arrival date and your reason for travelling. If your booking falls within the above category, the property should allow your date change request or cancellation. If you wish to cancel your booking and have already made a prepayment, the property should offer you credit or a voucher for a future stay. If you prefer to receive a refund, you are entitled to that.
For bookings made on or after 6 April 2020: Your change/cancellation request will be handled by the property. The policy you chose and your mandatory consumer law, where applicable, is relevant.
Please sign in and select the relevant booking to see your options.
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.