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Quick answers to the most common questions from our guests

Cancellation/Change of a reservation

Payments

Property policies

  • Can I cancel or change my reservation through Booking.com?
    Yes, it’s easy. You can cancel or change your booking via our self-service tool ‘My Booking.com’. Please, remember to check the hotel’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the ‘Conditions’ column.
  • If I need to cancel my booking will I pay a cancellation fee?
    Cancellation policy varies from room to room. Usually you can cancel or change your booking right up to 24 hours prior to arrival time. You can check what any hotel’s policy is, and whether they will charge a cancellation fee, under ‘Hotel Policies’. This information is also included in your confirmation email. Please note that non-refundable and other ‘special deal’ rooms can have a different policy. You can see specific room policies under the ‘Conditions’ column beside ‘Room Type’.
  • Where can I find the cancellation policy of the hotel?
    Room specific cancellation information is included beside the room type under the ‘Conditions’ column. Please note that with special deals, the cancellation or deposit policy differs from the normal policy, so it’s wise to check both. The specific information, relevant to your booking, will also be included in your confirmation and on My Booking.com.
  • Can I cancel or change a Secret Deal or non-refundable booking?
    It is not possible to change the dates of stay for ‘Secret Deals’ and ‘Non-Refundable’ bookings because of their special low rates. If you choose to cancel reservations for these rooms, you may incur charges according to the hotel’s policy.
  • How do I know that my booking has been cancelled?
    Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don’t receive an email please contact us.

Top 10 Questions

What does the price include?
All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your cursor over the text in the column called ‘Conditions’. This information will also be in your confirmation email, and can be found in your account when you sign in. If you don’t have an account, you can create one here.
Can I make a reservation without a credit card?
A valid credit card is needed to guarantee your reservation with most hotels. We do offer a small but growing number of hotels, however, that will guarantee your reservation without a credit 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.
How do I know my reservation is confirmed?
As soon as you have completed the booking process the confirmation page appears. We also email a copy of this confirmation to you. Your confirmation includes all of your reservation details, as well as a booking number and your PIN code. Your booking number and PIN code will only be needed if you contact Customer Service. You can also access your confirmation online, see details of your reservation, or make changes to your booking at anytime by signing in to your account. If you don’t have an account, you can create one here.
Can I cancel or change my reservation through Booking.com?
Yes, it’s easy. You can cancel or change your booking by signing in to your account. If you don't have an account, you can create one here. Please, remember to check the property’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the ‘Conditions’ column.
What is my PIN code and what do I need it for?
Your PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows us to easily recognize you if you contact Customer Service.
Where can I find the contact information for the property?
If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact Customer Service by phone or email, and we will be happy to ask on your behalf.

Once you have booked, you can see the property’s contact details in your online booking confirmation. Your confirmation email will also have this information, and you can see it in under Manage Booking as well. The Booking.com mobile app also includes this information.
How can I see how much it will cost?
Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed next to them. You might see that the same accommodation type has a different rate based on how many people are staying, whether or not breakfast is included, and whether or not the reservation can be cancelled.
I am entering my credit card details, when will I pay?
The payment process for your stay varies based on the individual hotel and room type. You can check how you will be charged for your stay in the ‘Hotel Policies’, in the room description under ‘Conditions’ and in your booking confirmation.
Does the hotel need a deposit or a payment in advance?
Most hotels do not require an advance payment or deposit. If they do you will find the details under ‘Hotel Policies’ on the hotel’s Booking.com page and in your confirmation email.
We have children; can we get extra beds/cots in the room?
Information regarding children and extra beds/cots is located under ‘Hotel Policies’, please take note of the following:
  • Added costs for children, if any, are not included in the reservation price.
  • During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
  • If you’ve already booked your room, just click on the link provided in your email confirmation and on My Booking.com to request an extra bed.

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