Cancellations

  • 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.
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  • 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.
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  • Can I cancel or change my dates for a non-refundable booking?
    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.
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  • 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.
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  • Where can I find my property's cancellation policy?
    You can find this in your booking confirmation.
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Payment

  • Can I pay with a deposit, or prepayment?
    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.
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  • Who is going to charge my credit card, and when?
    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.
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  • What payment methods are accepted?
    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.
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  • I’ve been charged. Do I need to do anything?
    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.
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  • 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.
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  • Where can I see the payment policy for my booking?
    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.
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  • Why do I need to provide my card details?
    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

Communications

  • Why does the accommodation's email address end with @property.booking.com?
    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.
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  • What is the Booking Assistant?
    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.
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  • How can it help me?
    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.
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  • Where can I find the Booking Assistant?
    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.
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  • Does it cost anything?
    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.
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  • Where do the answers come from?
    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.
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  • Can I use the Booking Assistant in my language?
    The Booking Assistant can only speak English for now, but we’re working on teaching it more languages. It’s a fast learner, so watch this space!
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Room types

  • 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.
    • We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
    • You can always https://secure.booking.com/content/cs.htmlcontact us to confirm availability, before you book.
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  • What's the difference between a Double room and a Twin room?
    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
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  • What is a "non-refundable" or "free cancellation"?
    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").
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  • Can I request an extra bed in my room and will there be extra costs?
    Information regarding extra beds is located under ‘Hotel Policies’, please take note of the following:
    • Added costs, 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.
    • We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
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Pricing

  • 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.
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  • Are the prices shown on Booking.com per person or per room?
    The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.
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  • Are taxes included in the price?
    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.
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  • Is breakfast included in the price?
    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.
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  • What does the crossed out rate mean next to my room type?
    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.
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  • Does Booking.com offer any special consideration discounts, or discounts with airline or hotel loyalty cards?
    Booking.com provides the best available rates for the dates of your stay. It is not possible to have any further reductions on the price.
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  • Do I pay the full price for my child(ren)?
    Information regarding children 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.
    • We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
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  • Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?
    You cannot use the vouchers when booking on our website. You will have to follow the procedures described by the organisation issuing the voucher.
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Credit Cards

  • 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.
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  • The property has charged my credit card, what should I do?
    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 https://secure.booking.com/content/cs.htmlcontact us with your reservation number and details of the charge made, and we will follow up on your behalf.
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  • Can I use a debit card to complete my reservation?
    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.
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  • What is a pre-authorisation?
    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.
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  • What’s the difference between a pre-authorisation and an actual charge to my credit card?
    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.
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  • How will I know if my card has been pre-authorised?
    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.
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  • How long will the pre-authorisation hold affect my available balance?
    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.
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  • Will the hold always equal the exact amount of my reservation?
    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.
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  • Will this happen with all bookings made through Booking.com?
    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.
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  • Can I make a reservation for myself using someone else’s credit card?
    Yes you can – only if you have permission from the card holder. Please state this in the 'Special Requests' 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.
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  • Why do I need to give my credit card details?
    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.
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  • Which credit cards can I use to complete my booking?
    To make a reservation via Booking.com all hotels accept:
    • MasterCard
    • Visa
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  • Are my credit card details safe?
    Booking.com uses a secure connection for your booking:
    • Your personal data and credit card details are encrypted.
    • Our secure server uses ‘Secure Socket Layer’ (SSL) technology, the online industry’s standard.
    • Our SSL certificate has been issued by Thawte.
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  • The credit card that I used to make a booking is no longer valid. What should I do?
    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

Extra facilities

Referral rewards

  • When do I get my reward?
    If your reward is being paid to your credit card:
    • 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.
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  • When will my friend get the reward?
    If your reward is being paid to your credit card:
    • 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.
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  • What if I don’t have a credit card to claim my reward?
    It’s no problem. You can use a Visa or MasterCard debit card instead and claim in the same way as a credit card.
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  • How can I claim my reward?
    If your reward is being paid to your credit card:
    • 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.
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  • Why hasn’t my reward arrived?
    If your reward is being paid to your credit card:
    • 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.
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  • How can my friend claim the reward?
    If your reward is being paid to your credit card:
    • 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

  • What is social engineering?
    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.
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  • How can I avoid social engineering attempts?
    There are known security tips and tricks that can help you avoid online scams:
    • Phishing emails will usually have a sense of urgency or spelling mistakes
    • Need to contact us? It’s best to open a new tab and to go to our official website
    • Got an email with a link? Try to hover over it to see if the URL looks suspicious, or maybe is missing the known ‘https://’ at the beginning of it
    • Remember: Booking.com will never ask you to enter your credit card or gift card number via email, text message or phone
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  • I was recently asked to pay using my gift card over the phone. Is that okay?
    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.
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  • I think I have been the victim of a scam. What should I do?
    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, just reach out through the ‘get in touch’ section at the bottom of the screen.
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