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Frequently Asked Questions
The situation is evolving every day. To get the latest info about your booking or contact us, sign in to your Booking.com account. If you don't have an account, use your booking confirmation number and PIN to sign in on a desktop or laptop. Due to current circumstances, it may take us longer than usual to respond to your questions and requests. Thanks for your patience.
For the best support, sign in to your Booking.com account. If you don't have an account, use your booking confirmation number and PIN to sign in on a desktop or laptop.
If your booking is no longer free to cancel or non-refundable, you may incur a cancellation fee. You can contact the property to see if it's possible to change the dates of your booking or cancel it.
If your booking was affected by coronavirus-related events (e.g. border closures or travel limitations set by authorities) but is no longer free to cancel or non-refundable, sign in to check the options for managing the booking.
You chose a policy when you made the booking on our platform. If that policy allows a change of dates or free cancellation, you're entitled to that.
For bookings made before April 6, 2020: You may be able to change or cancel your (non-refundable) booking for free if you can't travel to or stay at the property due to implications of the coronavirus (COVID-19) outbreak (e.g. government travel restrictions, closed borders). This depends on several factors, including your country of origin, your destination, the date that you made your booking, your departure date, your arrival date, and your reason for traveling. If your booking falls within a category above, the property should allow your date change request or cancellation. If you want to cancel your booking and have already made a prepayment, the property should offer you credit or a voucher for a future stay. If you'd prefer to receive a refund, you're entitled to that also.
For bookings made on or after April 6, 2020: Your change/cancellation request will be handled by the property. The policy you chose and mandatory consumer laws, where applicable, are relevant.
Sign in and select the relevant booking to see your options.
Where can I find my confirmation number and PIN?
Check your confirmation email. You can find both of these numbers in the right-hand corner of your confirmation email, which was sent after your booking was made:
Can't find your confirmation email? Enter the email address you booked with, and we'll resend it to you.