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.
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.
Can I cancel or change my dates for a non-refundable booking?
Changing your dates for ‘Non-Refundable’ bookings isn't possible. If you choose to cancel your booking, you may incur charges. Any cancellation fees are determined by the property. You will pay any additional costs to the property.
Where can I find my property's cancellation policy?
You can find this in your booking confirmation.
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.
Who is going to charge my credit card, and when?
You may be charged a prepayment according to the property's prepayment policy. This is done to verify your credit card, where a temporary hold is placed on an amount until after check-out. It's best to contact the property for any charging queries.
Some properties require a prepayment. The prepayment is an amount charged by the property, ahead of your stay. The date of the payment, and how much is charged, depends on the property's prepayment policy.
What fees are included or excluded from my booking?
Booking.com does not charge a booking fee. Any additional charges or taxes you do see are defined by the property and local tax rules.
Can I pay for my stay in advance?
Possibly, but it's up to the property.
When will I be charged?
It's up to the property and depends on your payment policy. It's best to ask the property directly.
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 okay, contact the property.
Does the property need a deposit or a payment in advance?
It depends on the booking's payment policy.
Why do I need to provide my credit card details?
Properties request this to confirm your reservation. You may be pre-authorised* to ensure that your credit card is valid and has sufficient funds, or in some cases, your details are used to pay for your stay when you book.
*A pre-authorisation is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.
The property charged me; what should I do?
Depending on the booking's payment policy this charge may be either of the following:
- A pre-authorisation, which is a a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.
- A deposit or prepayment, which are required by some properties when you book. This is highlighted in your confirmation email. If you are eligible for free cancellation, this amount is returned to you when you cancel your booking.
Are taxes included in the price?
This depends on the property, the room you booked and the local tax requirements. You can see any additional taxes in your booking's price details.
Can I make changes to my booking? I.e, change dates
Yes! You can make changes to your booking from your confirmation email or at Booking.com. Depending on the property's policy, you can do the following:
- Change check-in/out times
- Change date
- Cancel booking
- Edit credit card details
- Change guest details
- Select bed type
- Change room type
- Add a room
- Add a meal
- Make a request
- Contact the property
How do I get more information about the room or property's facilities?
You can find the room and property facilities in your booking confirmation.
I will be arriving outside check-in hours. Can I still check-in?
This depends on the property who will do their best to meet your needs, but cannot guarantee your request. You can do either of the following:
I can't find my confirmation email. What should I do?
Be sure to check your email inbox, spam and junk folders. If you still can't find your confirmation, go to booking.com/help and we'll resend it to you.
How can I get an invoice?
The property can provide you with an invoice for your stay, so please contact them directly.
Will I pay the full price for my children?
Additional costs for children, if any, are not included in the reservation price. Please check with the property directly to see if and when you'll pay for your child(ren).
Is it possible to get an extra bed or cot for a child?
It depends on the property's policy. Additional costs for children, including extra beds/cots, are not included in the reservation price. Please contact the property directly for this information.
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. The property will do its best to accommodate your needs.
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.
What is the Booking Assistant?
The Booking Assistant is a virtual assistant that can help you make changes to your bookings and show you useful information about your stay.
How can the Booking Assistant 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.
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.
Does the Booking Assistant cost anything?
The Booking Assistant is completely free to use, all you need is an internet connection. If you use mobile data to connect to the internet, there may be additional charges involved, depending on your service provider.
Where does the Booking Assistant get information?
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.
Can I use the Booking Assistant in my language?
The Booking Assistant is available in English, Dutch, French, German, Italian, Japanese, Mandarin (Simplified and Traditional), Portuguese (European and Brazilian), Spanish and Russian.
What does the price include?
All the facilities listed under the room or accommodation type are included in the price. You can also see if other things like breakfast, taxes or service charges are included when you compare different options to book. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings in your account.
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.
Are taxes included in the price?
This depends on the property and accommodation type, but it’s easy to see what’s included when you compare different options to book. Tax requirements change from country to country so it’s always good to check. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings in your account.
Is breakfast included in the price?
Each room or accommodation that you can book has its own breakfast policy. If breakfast is included, you will see it listed on the property page when you compare different options to book. If breakfast isn’t included, you can see if the property provides it by checking the available facilities. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings in your account.
Do I pay a reservation fee to Booking.com?
No, we do not charge any fees at all.
What does the crossed out rate mean next to my room type?
The crossed-out rate shown for rooms is based on the third highest current price of the Supplier for your product or service with the same booking conditions in a 30-day window around your check-in date (15 days before and 15 days after check-in date; if less than 15 days are between today and the check-in date, we will use the corresponding number of days after the check-in date to result in a 30-day total). To ensure we are making a fair comparison, we always use the same reservation conditions (e.g. 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.
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.
Do I pay the full price for my child?
You can find information about a property's children policy in the “House Rules” on the property page when you book.
- Added costs for children, if any, are not included in the reservation price.
- When you make a booking, you can request an extra bed or cot for a child in the “Special requests” box.
- If you’ve already made a booking, you can always request an extra bed or cot via the link provided in the booking confirmation email.
- We recommend contacting the property before you arrive to make sure they have an extra bed or cot available. You can find their contact details in the confirmation email and when you view your bookings in your account.
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.
Can I make a reservation without a credit card?
A valid card is needed to guarantee your reservation with most properties. We do offer a number of properties, however, that will guarantee your reservation without a 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.
Why have I been charged?
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.
- Our Customer Service team is always there for you if you need help with a payment issue. You can go to booking.com/help to get in touch with us.
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.
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.
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.
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.
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.
Will the pre-authorisation 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.
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.
Can I make a reservation for myself using someone else’s credit card?
Yes, you can but only if you have permission from the card holder. Please state this in the "Remarks" 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.
Why do I need to provide my credit card details?
In most cases, Booking.com needs credit card details to confirm your reservation with the property. Your credit card may be checked (pre-authorised) to ensure that it is valid and 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 accommodation or if the cancellation policy, has not been followed.
Which credit cards can I use to complete my booking?
To make a reservation via Booking.com all hotels accept:
Some hotels also accept other credit cards, such as American Express, for reservation purposes. You can see which credit cards a hotel accepts in the Hotel Policies section under the hotel description and also when making your booking.
Are my credit card details safe?
Yes, always. Booking.com uses a secure connection and your personal data and credit card details are encrypted.
- Your personal data and credit card details are always encrypted.
- Our secure server uses ‘Secure Socket Layer’ (SSL) technology, the online industry’s standard.
- Our SSL certificate has been issued by Thawte.
The credit card that I used to make a booking is no longer valid. What should I do?
Please contact the property directly. You can find their contact information in your booking confirmation email or when you log into Booking.com. For security reasons, never provide your credit card details by email.
I will be arriving earlier/later than the stated check-in time. Can I still check-in?
You can request an early/late check-in in several ways:
- You can specify your intended check-in time while making the reservation.
- You can manage your booking online to request a check-in time outside of the standard hours.
- You can contact the property directly, using the contact details found in your booking confirmation.
Please note that the property cannot always accommodate this request; they will be happy to let you have your room early if there is availability, but there may be nobody to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly in this case, to avoid any disappointment.
What are the check-in and check-out times of a property?
Check-in and check-out times differ for each property. You can find them in the "House Rules" section on the property page when you make a booking. If you've already made a booking, you can see check-in and check-out times in your confirmation email and when you log into your account.
How do I get more information about the facilities available?
You can see which facilities are included with a booking when comparing different options offered by a particular property. To see which facilities are available at the property itself, go to "Facilities" at the top of the property page.
I want to check out after the stated check-out time. What should I do?
You can ask the property about arranging a late check-out when you get there. Just be aware that it depends on what's available at the time of your stay.
I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?
If there are no smoking rooms listed it means that the hotel does not allow smoking in rooms.
How do I find out if a property allows pets?
Pet policies are always displayed on the property’s page under "House rules".