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Law Enforcement Guidelines

These operational Law Enforcement Guidelines on data disclosure requests are addressed to Law Enforcement Authorities seeking information from Booking.com about its customers and/or business partners.

Please note, any enquiry unrelated to a Law Enforcement Request will not receive a response. For any other matter please contact our Customer Service Department.



Who is responsible for handling data disclosure requests?

As the owner and operator of www.booking.com and the Booking.com websites and apps, Booking.com B.V. in the Netherlands is responsible for handling all data disclosure requests relating to customer and accommodation partner data worldwide.

Booking.com B.V. is the data controller for any personal data collected through the Booking.com online reservation services. Moreover, Booking.com B.V. is the contracting partner for all accommodation partners worldwide, except in Brazil.

All data disclosure requests must be addressed to Booking.com B.V. even in the event Booking.com has a local entity in the country where the requesting Law Enforcement Authority is established. Booking.com only discloses data following a data disclosure request which is legally binding to Booking.com B.V. under Dutch laws. Exceptions are made for emergency situations.

Local entities of Booking.com only provide an internal supporting role to and for the benefit of Booking.com B.V. and may not disclose data upon request of a Law Enforcement Authority. Moreover, local entities of Booking.com may not have full access to all information collected through the Booking.com online services.



Information for Law Enforcement Authorities located within the Netherlands

Dutch Law Enforcement Authorities requesting (personal) information must comply with the following requirements:

  • The request must be legally binding for Booking.com B.V.;
  • The request must be addressed to Booking.com B.V., Herengracht 597, 1017 CE Amsterdam.


Information for Law Enforcement Authorities located outside the Netherlands

Law Enforcement Authorities located outside the Netherlands requesting (personal) information from Booking.com B.V. must comply with the following requirements:

  • The request must be addressed to Booking.com B.V., Herengracht 597, 1017 CE Amsterdam, and
  • The request must be submitted as part of a judicial assistance procedure to the Dutch authorities (under a Mutual Legal Assistance Treaty). In case of doubt, please contact your national center for international legal assistance.


What information should be included in the data disclosure request?

Booking.com B.V. will only disclose information upon receipt of a request which is legally binding to Booking.com B.V. under Dutch laws. This request should include in any event the following information:

  • Formal writing, directed and addressed to Booking.com B.V. A request addressed to “Booking.com” or “Customer Service at Booking.com” will not be considered valid;
  • Clear ground for the legal basis of the request;
  • Description of the natural person or legal entity about whom the information is requested;
  • Name and signature of the issuing authority, badge/ID number of the responsible agent or officer, email address and a direct contact number;
  • At least provide:
    • Booker email address or reservation number (only a Booker’s name is not sufficient);
    • Accommodation name and city or accommodation ID number;
  • Specific summary of data that is required to be disclosed and the period within which data is sought;
  • Expected response period.

Please be as specific as possible and remember that all data disclosure requests must be reasonable, proportionate and necessary for the stated purpose.



What happens in an emergency situation?

Booking.com B.V. will make exceptions to its normal data disclosure procedure, if Booking.com B.V. believes that an emergency situation (such as a terrorist act, serious harm to or death of a person) has occurred or may imminently occur if the requested information is not provided in a timely manner.

Emergency Disclosure Requests must fulfill the following requirements:

  • Address the request to Booking.com B.V., Herengracht 597, 1017 CE Amsterdam;
  • Indicate that you’re submitting an Emergency Disclosure Request;
  • Indicate the nature of the emergency situation (such as serious harm to or death of a person);
  • If possible, identify the (group of) person(s) in danger;
  • Specify which information is needed and why disclosure of data by Booking.com could (help to) prevent the emergency. Please be as detailed as possible; and
  • Include full contact details and signature of the submitting law enforcement officer, including a direct phone number.


Important Considerations

  • The Booking.com Customer Service Team is not authorized to disclose any information by telephone or email outside of the process as explained in these Law Enforcement Guidelines.
  • Booking.com B.V. will not respond to correspondence sent to our employees’ corporate/personal email addresses.
  • Booking.com B.V. will only respond to Law Enforcement Requests sent in accordance with these Law Enforcement Guidelines.
  • Booking.com B.V. has strict procedures in place for the protection of payment card data. Credit card details are generally hashed and therefore not readable 10 days after the reservation was made.
  • Booking.com B.V. reserves the right to notify its customers or accommodations when their personal data is being sought, except where providing such notice is prohibited by law.


Make an official law enforcement request