Frequently Asked Questions
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Cancellations
Payment
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.
- 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.
Booking details
- 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
Communications
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.
Room types
- 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.
- A “non-refundable” policy means that a fee will apply if you decide to change or cancel your booking. This fee is mentioned in the conditions during the booking process, and in the booking confirmation.
- A “free cancellation” policy means you can change or cancel a booking for free, as long as you do it within the time period specified by the property (for example “Cancel up to x days” or “Cancel before dd/mm/yy hh:mm”). This is mentioned in the conditions during the booking process, and in the booking confirmation.
- Added costs, if any, are not included in the reservation price.
- When you make a booking, you can request an extra bed in the “Special requests” box.
- If you’ve already made a booking, you can always request an extra bed 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 available. You can find their contact details in the confirmation email and when you view your bookings in your account.
Pricing
- 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.
Credit cards
- 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.
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.
- Mastercard
- Visa
- 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.
Property policies
- 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.