Customer service

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Helpful topics

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

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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