Frequently Asked Questions

If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact Customer Service by phone or email, and we will be happy to ask on your behalf.

Once you have booked, you can see the property’s contact details in your online booking confirmation. Your confirmation email will also have this information, and you can see it in under Manage Booking as well. The Booking.com mobile app also includes this information.

Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed next to them. You might see that the same accommodation type has a different rate based on how many people are staying, whether or not breakfast is included, and whether or not the reservation can be cancelled.

Sure! If you’re booking for tonight, just take extra care when reading the policies and entering your information. Many properties allow you to book for tonight without a credit card. However, if you're entering credit card details for a last-minute booking, make sure you have checked the details and ensured the card is valid, as we may not have time to contact you if there is an error.

To see only the properties that are available on your chosen dates, just specify the check-in and check-out dates before you start searching. This way you’ll only see results with availability on the dates of your stay.

Yes! Search as usual for a destination with your dates of travel. Once you have your search results, just choose to sort the results by 'price'.

Yes, you can narrow your search in several ways:

• You can type the name of the region (example: Tuscany), district (example: Manhattan) or landmark (example: Eiffel Tower) into the search box.
• If you have already started a search you can use the filters on the page to further narrow your search.
• You can find properties on a map by following the show map link and picking icons to see the prices and availability for each.

The property’s page on Booking.com has a link to a map of the area. By following the link to show map, you can see where the property is located. The property you are currently looking at will be highlighted, and other properties or landmarks nearby are shown. Once you make a reservation, your confirmation email will also contain a link that allows you to map your route to the property.

There are 2 ways you can search for family accommodation:

1. When entering your destination in the search box, you can indicate the number of guests (adults and children) you are travelling with. The results shown will then be limited to those that can match your specific requirements.
2. After you select your destination and the dates of your stay, a list of available properties is displayed. Look for the list of filters on this page, and here you can choose family rooms or family-themed properties.

After you select your destination and the dates of your stay, a list of available properties is displayed. Look for the list of filters on this page, and you can choose one or more categories to refine your search, for example, you can search for property with specific facilities like a swimming pool.

Yes. When you enter a location and start your search you will see a list of properties. Look for the list of filters on this page, and you can choose to limit your results by 'facilities for disabled' guests to find properties that can meet your needs.

Information regarding children and extra beds/cots is located under ‘Hotel Policies’, please take note of the following:

• Added costs for children, if any, are not included in the reservation price.
• During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
• If you’ve already booked your room, just click on the link provided in your email confirmation and on My Booking.com to request an extra bed.
• We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.

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. You can specify your bedding preference in the ‘Special Requests’ box during the booking process

Every room has a different policy set to it (by the hotel).

• A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation.
• Free cancellation means you can change or cancel your booking free of fees, if done within time period set by the hotel. This is written in the room conditions and in your confirmation (for example "Cancel up to x days" or "Cancel before dd/mm/yy hh:mm").

Information regarding extra beds is located under ‘Hotel Policies’, please take note of the following:

• Added costs, if any, are not included in the reservation price.
• During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
• If you’ve already booked your room, just click on the link provided in your email confirmation and on My Booking.com to request an extra bed.
• We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your cursor over the text in the column called ‘Conditions’. This information will also be in your confirmation email, and can be found in your account when you sign in. If you don’t have an account, you can create one here.

The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.

This depends on the hotel and room type selected, but it’s easy to see what's included by checking the text under the room name. Tax requirements change from country to country so it's always good to check. You can see more detailed information about what is included in the price by moving your cursor over the text in the column called "Conditions." This information will also be in your confirmation email and at My Booking.com.

This depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. If it is not included you can roll your cursor over the text in the column called ‘Conditions’, to find out if it is available and what, if any, the additional costs are. This information will also be included in your confirmation email and in My Booking.com.

No, we do not charge any fees at all.

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.

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.

Information regarding children is located under ‘Hotel Policies’, please take note of the following:

• Added costs for children, if any, are not included in the reservation price.
• During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
• If you’ve already booked your room, just click on the link provided in your email confirmation and on My Booking.com to request an extra bed.
• We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.

You cannot use the vouchers when booking on our website. You will have to follow the procedures described by the organisation issuing the voucher.

A valid credit card is needed to guarantee your reservation with most hotels. We do offer a small but growing number of hotels, however, that will guarantee your reservation without a credit 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.

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.
• If you feel you have been charged in error, our Customer Service team is happy to find the best possible solution for you. Please contact us with your reservation number and details of the charge made, and we will follow up on your behalf.

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.

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.

In most cases, Booking.com requests credit card details to confirm your reservation with the hotel, on your behalf. Your credit card may be checked (pre-authorised) to ensure that it is valid and/or 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 room or if the cancellation policy, found under ‘Hotel Policies’ and room ‘conditions’ has not been followed.

To make a reservation via Booking.com all hotels accept:

• MasterCard
• Visa

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.

Booking.com uses a secure connection for your booking:

• Your personal data and credit card details are encrypted.
• Our secure server uses ‘Secure Socket Layer’ (SSL) technology, the online industry’s standard.
• Our SSL certificate has been issued by Thawte.

Please contact the hotel directly. You can find their contact information, in your confirmation email or online via My Booking.com. For security reasons, never provide your credit card details by email.

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.

We designed the Booking Assistant to help you make changes to future bookings you have. It’s a 24/7 virtual assistant, that lets you send messages to and receive messages from Booking.com.

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.

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’s website or mobile website, or via Facebook Messenger when you agree to receive your confirmation there.

The Booking Assistant is completely free to use, but it does require an internet connection. If you’re using it outside of the country in which you normally use data services on your device, using the Booking Assistant may result in data-roaming charges.

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.

The Booking Assistant can only speak English for now, but we’re working on teaching it more languages. It’s a fast learner, so watch this space!

The payment process for your stay varies based on the individual hotel and room type. You can check how you will be charged for your stay in the ‘Hotel Policies’, in the room description under ‘Conditions’ and in your booking confirmation.

Most hotels do not require an advance payment or deposit. If they do you will find the details under ‘Hotel Policies’ on the hotel’s Booking.com page and in your confirmation email.

It depends on the hotel. Please contact the hotel after your booking to be sure, and to make the necessary arrangements. You can find the hotel’s contact information in your confirmation email or online at My Booking.com.

In most cases the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel.

During the booking process you can enter any special requests into the ‘Special Requests’ box on the ‘Contact Info’ page. Once you have received your booking confirmation you can follow-up with the hotel directly to confirm that your request can be met.

No, bookings are for one night minimum stays only. Booking.com can only reserve hotel rooms, not meeting rooms or conference facilities.

The number of bedrooms should be clearly stated in the room description. If the information is not there, or is unclear, you can always contact us. If you have already made your reservation you can contact the hotel directly with the contact details provided on your confirmation email and on My Booking.com.

Many hotels on our website can accommodate groups.

• Please note that the number of rooms assigned to a group varies for each hotel and that special conditions may apply for group bookings. You can view this information under Hotel Policies.

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.

Check-in and check-out times differ for each hotel. You will find them on the "Hotel Policies" section at the bottom of the hotel page as well as in your confirmation email.

Room facilities are clearly listed under each room type, to see the full list and photos just click on your desired room type. You can find all of the hotel facilities just below the block of room types under ‘Hotel Facilities’.

A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at reception upon arrival.

If there are no smoking rooms listed it means that the hotel does not allow smoking in rooms.

Pet policies are always displayed on the hotel’s page under "Hotel Policies".

As soon as you have completed the booking process the confirmation page appears. We also email a copy of this confirmation to you. Your confirmation includes all of your reservation details, as well as a booking number and your PIN code. Your booking number and PIN code will only be needed if you contact Customer Service. You can also access your confirmation online, see details of your reservation, or make changes to your booking at anytime by signing in to your account. If you don’t have an account, you can create one here.

Your PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows us to easily recognize you if you contact Customer Service.

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My Booking.com is a self-service tool, which you can use to view, cancel or change your reservation online. You can access My Booking.com directly from:

• Booking.com, the link is on the top right hand side of the screen.
• With the link provided in your confirmation email.
• To login to My Booking.com just enter the PIN code and booking number you received on confirmation of your booking.

Yes, the room facilities listed under each room type are guaranteed by the hotel.

In an effort to better serve our customers, while improving the lines of communication between hotels and guests, you may occasionally receive such emails. When sending these emails, we use email aliases to protect the privacy of our customers. And on occasion, our system will automatically forward the email from the hotel to our customers by using these aliases. Please be aware that this correspondence will be generated by the hotel and sent via Booking.com on their behalf. As such, Booking.com cannot be held liable for the content of the message. If you feel that the content of this message is inappropriate or contains spam, we ask that you report this information by clicking on the link located in the bottom right corner of the email.

Yes, it’s easy. You can cancel or change your booking by signing in to your account. If you don't have an account, you can create one here. Please, remember to check the property’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the ‘Conditions’ column.

Cancellation policy varies from room to room. Usually you can cancel or change your booking right up to 24 hours prior to arrival time. You can check what any hotel’s policy is, and whether they will charge a cancellation fee, under ‘Hotel Policies’. This information is also included in your confirmation email. Please note that non-refundable and other ‘special deal’ rooms can have a different policy. You can see specific room policies under the ‘Conditions’ column beside ‘Room Type’.

Room specific cancellation information is included beside the room type under the ‘Conditions’ column. Please note that with special deals, the cancellation or deposit policy differs from the normal policy, so it’s wise to check both. The specific information, relevant to your booking, will also be included in your confirmation and on My Booking.com.

It is not possible to change the dates of stay for ‘Secret Deals’ and ‘Non-Refundable’ bookings because of their special low rates. If you choose to cancel reservations for these rooms, you may incur charges according to the hotel’s policy.

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Under ‘Hotel Facilities’ you can see whether or not the hotel has parking, and if any restrictions apply. If the hotel requests you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

If the hotel offers a shuttle service it will be listed under ‘Hotel Facilities’, by ‘Services’. Once you have made your reservation you can arrange the airport transfer directly with the hotel. The hotel’s contact information is listed in your booking confirmation. Please remember to have your flight details ready.

If the hotel has a luggage storage it will be displayed on the hotel’s page under "Hotel Facilities". For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking

Under ‘Hotel Facilities’ you can see a list of all the hotel’s facilities, activities and services.

You can see the hotel’s address at the top of the hotel’s page on Booking.com. It is also included in your booking confirmation email.

You will find directions to your stay in your booking confirmation:

• There is a link in your confirmation email to show directions for getting to the property. The correct location of the property is already provided, you'll just need to choose your starting point.
• The full address of the property is also listed in your confirmation so you may enter it into your personal navigation device.

We invite you (by email) to write a review after you have booked through us and stayed at the hotel.

Everyone who books through Booking.com will be invited to write a review after their stay.

You are not able to edit a review once it is submitted.

We receive many reviews, it can take a couple of days for them to appear on the website.

No. Once we have moderated for obscenities, we post all reviews as they were submitted (both positive and negative).

Absolutely not. We are proud that all of our reviews are written by real guests that have stayed in the hotels they are reviewing.

Yes, you can also leave a review anonymously; in this case only your country, date of review and 'you were travelling as' will be shown.

Yes, you can. We support the website in 43 languages. We advise you to write in the language that you chose while making the booking.

Phishing is the fraudulent practice of sending emails claiming to be from reputable companies in order to get people to reveal personal information such as passwords and credit card numbers.

We take all attempts to illegally collect personal data from our partners and guests very seriously – especially when the intention is to profit from such illicit activity.
If you receive an email that appears to be from Booking.com, but which you believe may not be authentic, please report it to us immediately.

You can report a phishing attempt or a potentially suspicious email by sending it to us at spoof@booking.com.
There are two ways of doing this:

1. We prefer to receive suspicious emails as attachments because this is the best way for us to track them effectively. So open a new email message and attach the suspicious email you have received.
2. If you can't send the e-mail as an attachment, you can forward it to us instead.

The best way to protect yourself from phishing is to learn how to recognise a phish.

Think before you click on links in emails, especially if they are from unknown sources. Instead, move your mouse pointer over the link to reveal its true destination. If the destination of the link seems different from where the email is telling you it will bring you, it might be suspicious.

You should also avoid shortened URLs in emails from unknown sources.

Be smart about email communication

• Never send sensitive information in an email.
• Never provide your passwords by email or over the telephone to anyone, not even us!
• Scammers use fake phone numbers in emails to mimic authentic communication from reputable companies. When you want to contact us, use only the phone numbers displayed on our official website: http://www.booking.com/content/contact-us.html.

Stay up to date and check before you click

• Check that your anti-virus software and anti-spyware programs are up to date.
• Make sure that you are using the most up-to-date software.
• Try to have a different password for each of your online accounts and use a password manager to keep track of them all.
• Look for the green padlock icon in the address bar of your browser. This tells you that you are browsing on a secure website – if it’s not there, the website might not be secure. You can click on this padlock to see who “owns” the website.