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Quick answers to the most common questions from our guests

Cancellations

Payment

Booking details

  • Can I cancel my booking?
    Yes! Any cancellation fees are determined by the property and listed in your cancellation policy. You will pay any additional costs to the property.
  • If I need to cancel my booking, will I pay a fee?
    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.
  • Can I cancel or change my dates for a non-refundable booking?
    Changing your dates for ‘Non-Refundable’ bookings isn't possible. If you choose to cancel your booking, you may incur charges. Any cancellation fees are determined by the property. You will pay any additional costs to the property.
  • Where can I find my property's cancellation policy?
    You can find this in your booking confirmation.
  • How do I know if my booking was cancelled?
    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.
  • Who is going to charge my credit card, and when?
    You may be charged a prepayment according to the property's prepayment policy. This is done to verify your credit card, where a temporary hold is placed on an amount until after check-out. It's best to contact the property for any charging queries.
  • What's prepayment?
    Some properties require a prepayment. The prepayment is an amount charged by the property, ahead of your stay. The date of the payment, and how much is charged, depends on the property's prepayment policy.
  • What fees are included or excluded from my booking?
    Booking.com does not charge a booking fee. Any additional charges or taxes you do see are defined by the property and local tax rules.
  • Can I pay for my stay in advance?
    Possibly, but it's up to the property.
  • When will I be charged?
    It's up to the property and depends on your payment policy. It's best to ask the property directly.
  • Can I pay for my stay with a different credit card than the one used to book?
    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 OK, contact the property.
  • Does the property need a deposit or a payment in advance?
    It depends on the booking's payment policy.
  • Why do I need to provide my credit card details?
    Properties request this to confirm your reservation. You may be pre-authorised* to ensure that your credit card is valid and has sufficient funds, or in some cases, your details are used to pay for your stay when you book.

    *A pre-authorisation is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.

  • The property charged me; what should I do?
    Depending on the booking's payment policy this charge may be either of the following:
    • A pre-authorisation, which is a a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.
    • A deposit or prepayment, which are required by some properties when you book. This is highlighted in your confirmation email. If you are eligible for free cancellation, this amount is returned to you when you cancel your booking.
  • Are taxes included in the price?
    This depends on the property, the room you booked and the local tax requirements. You can see any additional taxes in your booking's price details.

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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