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.
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Payment
Quick answers to the most common questions from our guests
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.
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.
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.
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.
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.
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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:
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.
We designed the Booking Assistant to help you make changes to future bookings you have. It’s a 24/7 virtual assistant, that lets you send messages to and receive messages from Booking.com.
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.
When you have a future booking with us, you can find the Booking Assistant on your mobile phone, through the Booking.com app, on Booking.com’s website or mobile website, or via Facebook Messenger when you agree to receive your confirmation there.
The Booking Assistant is completely free to use, but it does require an internet connection. If you’re using it outside of the country in which you normally use data services on your device, using the Booking Assistant may result in data-roaming charges.
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.
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 has a different policy set to it (by the hotel).
A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation.
Free cancellation means you can change or cancel your booking free of fees, if done within time period set by the hotel. This is written in the room conditions and in your confirmation (for example "Cancel up to x days" or "Cancel before dd/mm/yy hh:mm").
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.
This depends on the hotel and room type selected, but it’s easy to see what's included by checking the text under the room name. Tax requirements change from country to country so it's always good to check. You can see more detailed information about what is included in the price by moving your cursor over the text in the column called "Conditions." This information will also be in your confirmation email and at My Booking.com.
This depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. If it is not included you can roll your cursor over the text in the column called ‘Conditions’, to find out if it is available and what, if any, the additional costs are. This information will also be included in your confirmation email and in My Booking.com.
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.
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.
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.
If you feel you have been charged in error, our Customer Service team is happy to find the best possible solution for you. Please contact us with your reservation number and details of the charge made, and we will follow up on your behalf.
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 requests credit card details to confirm your reservation with the hotel, on your behalf. Your credit card may be checked (pre-authorised) to ensure that it is valid and/or 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 room or if the cancellation policy, found under ‘Hotel Policies’ and room ‘conditions’ has not been followed.
Please contact the hotel directly. You can find their contact information, in your confirmation email or online via My 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 hotel. You will find them on the "Hotel Policies" section at the bottom of the hotel page as well as in your confirmation email.
Room facilities are clearly listed under each room type, to see the full list and photos just click on your desired room type. You can find all of the hotel facilities just below the block of room types under ‘Hotel Facilities’.
A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at reception upon arrival.
Under ‘Hotel Facilities’ you can see whether or not the hotel has parking, and if any restrictions apply. If the hotel requests you reserve parking, please contact them directly with the contact information provided in your booking confirmation.
If the hotel offers a shuttle service it will be listed under ‘Hotel Facilities’, by ‘Services’. Once you have made your reservation you can arrange the airport transfer directly with the hotel. The hotel’s contact information is listed in your booking confirmation. Please remember to have your flight details ready.
If the hotel has a luggage storage it will be displayed on the hotel’s page under "Hotel Facilities". For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking
We’ll confirm your friend’s stay after they’ve checked out and this normally takes up to business days. Once confirmed, we’ll send you an email and you should receive your reward within 7 to 10 days if you have saved and registered your credit card details for receiving rewards. You can check your current reward status and history by visiting your account.
We’ll confirm your friend’s stay after they’ve checked out and this normally takes up to business days. Once confirmed, we’ll send them an email and they will receive their reward within 7 to 10 days if they have saved and registered their credit card details for receiving rewards.
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.
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.
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.
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