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'll 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 isn't free to cancel anymore or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property, and you'll pay any additional costs to the property.
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  • Can I cancel or change my dates for a non-refundable booking?
    Canceling a Non-Refundable booking usually incurs a charge. However, you might 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's not possible to change dates for a Non-Refundable booking, though it's 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 canceled?
    After you cancel a booking with us, you should get an email confirming the cancellation. Make sure to check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, 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 (i.e. a deposit) before you stay. This prepayment consist of the total cost of the booking or just part of it. The rest is paid when you stay at the property.
    • However, for some properties, there is no deposit required. You pay the amount in full when you stay at the property. Be sure to check the payment policies in your confirmation for more details.
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  • Who's 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 usually can expect to pay during check-in or check-out at the property. However, there are some exceptions, like 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's no prepayment policy, it’s also possible that the property might 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 like PayPal etc. are also accepted. There are some exceptions to this, where you can possibly book with a debit card.
    • The accepted payment types for your accommodations will be listed in your booking confirmation. You can also call them to double-check what they accept.
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  • I was 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 used to guarantee your booking and will be returned to you.
    • If you still believe the charge is unexpected, you can contact us for assistance. We can only contact the property on your behalf after you submit proof of charge.
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  • Can I pay for my stay with a different credit card than the one used to book?
    It's very likely, yes. Properties usually accept payment for a stay with a different card or cash. To confirm that paying with a different credit card is okay, contact the property.
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  • Where can I see the payment policy for my booking?
    You'll 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 make sure 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:
    • After your friend returns from their trip, we'll verify your reward and you'll get 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:
    • When your friend gets back rom their trip, we'll start the verification process. You'll get an email with more info about the next steps. It takes 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:
    • After your friend returns from their trip, we'll verify the reward and your friend will get 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:
    • When your friend gets back from their trip, we'll start the verification process. They'll get an email with more info about the next steps. It takes 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?
    No problem – you can use a Visa or MasterCard debit card instead and claim it the same way as a credit card.
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  • How do 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 gets back 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. Make sure you save a Visa or MasterCard credit or debit card in your account and register it for receiving rewards.
    • If your reward is being paid out in Wallet credit:
    • This usually happens because we first need to verify that all the requirements are met before we can send the reward payment. The entire verification process takes between 30 and 60 business days. After that, we'll add the reward amount to the Wallet.
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  • How does 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 get back from their stay, we’ll add the reward amount to their Wallet.
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