Frequently Asked Questions

Home page — Need some inspiration for your next stay? Start your search on this page, where you’ll find great city destinations recommended just for you. Already have a destination in mind? Use the search box to quickly find the perfect place to stay. We’ll even save your results under “My viewed hotels,” in case you don't want to book right away.

Search results — Narrow your search for hotels, apartments, B&Bs and more in a variety of ways. Use our filters to sort by price, star rating, facilities or property type. Quickly find the best neighborhoods, famous landmarks, shopping areas and other attractions using the drop-down options at the top of the page. You can also use our maps to get an overview of where you’ll be staying in relation to other places of interest.

Property page — Once you’ve made a selection, use this page to see what’s available. Want to know what the property looks like or what its top features are? Maybe you'd like to read if other guests enjoyed their stay? You can also find info on the total price of your stay, booking conditions, payment types, and our best price guarantee on this page.

To proceed with your booking, select a room type and the number of rooms you’ll need, then click “Book now.”

Complete your booking — Just enter your details, guest names and any special requests you have for the property in our secure payment area. We’ll also ask for your credit card info, which is only needed to guarantee your booking. Some properties also offer the option to book stays without credit cards. In that case, your payment details aren't required.

TIP: Avoid the hassle of entering your details by signing in with your My account. You can also save your credit card info to book faster the next time you visit our site.

Done! — Your booking is confirmed. Make sure you review the details of your upcoming stay immediately after you complete your booking. Our confirmation page will also include policies related to your booking and important contact info in case you ever need to reach us.

We’ll also send you a confirmation email, which will include everything you need for your upcoming stay.

If you have a question for a property before you book, please see the information under "Policies" and "Facilities" of that property on our website. If you can't find your answer there, please contact Customer Service by phone or email, and we'll be happy to ask on your behalf.
Once you've 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.

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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 canceled.

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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.

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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. That way you’ll only see results with availability on the dates of your stay.

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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."

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Yes, you can narrow down your search in several ways:

• You can enter 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 narrow down your search even more.
• You can find properties on a map by following the show map link and picking icons to see the prices and availability for each.

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The property’s page on 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.

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There are 2 ways you can search for family accommodations:

1. When entering your destination in the search box, you can select the number of rooms you'd like, along with the number of adults and/or children that will need to be accommodated. The results shown will be limited to those that 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.

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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.

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Yes. When you enter a location and start your search you'll 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.

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You can find info about extra beds and cribs under the "House Rules" on the property page when you book.

• Added costs for children, if any, are not included in the reservation price.
• When making a booking, you can request an extra bed or crib in the “Special requests” box.
• If you already made a booking, you can always request an extra bed or crib via the link provided in the booking confirmation email.

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A Double Room has one double/full bed and a Twin Room has 2 twin beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bed-type preference in the "Special Requests" box during the booking process.

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Every room or property has an individual policy determined by the property.

• A “non-refundable” policy means a fee will apply if you decide to change or cancel your booking. This fee is mentioned during the booking process in the conditions 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 frame specified by the property (e.g. “Cancel up to x days” or “Cancel before mm/dd/yy hh:mm”). This is mentioned in the conditions during the booking process and in the booking confirmation.


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Information about extra beds is found under “House Rules” on the property page when you book.

• Additional costs, if any, are not included in the reservation price.
• When making a booking, you can request an extra bed in the “Special requests” box.
• If you 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 arrival 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.

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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 info can also be found in your confirmation email and in your bookings in your account.

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

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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 info can also be found in your confirmation email and in your bookings in your account.

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Each room or accommodation you can book has its own breakfast policy. If breakfast is included, you'll 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 its available facilities. After you book, this info can also be found in your confirmation email and in your bookings in your account.

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No, we don't charge any fees at all.

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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.

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provides the best available rates for the dates of your stay. It's not possible to have any further reductions on the price.

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Find info about a property's children policy under “House Rules” on the property page when you book.

• Any additional fees for children are not included in the reservation price.
• When making a booking, you can request an extra bed or crib in the “Special requests” box.
• If you already made a booking, you can always request an extra bed or crib 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 crib available. You can find their contact info in the confirmation email and when viewing your bookings on your account.

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No, you cannot use discount coupons when booking on our website. In such cases you will need to follow the instructions given by the organization issuing the coupon.

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You'll need a valid credit card to guarantee your reservation with most properties. However, we offer a number of hotels that will guarantee your booking without a card. You can also make a booking by using someone else’s card, provided you have their permission. In this case, confirm the card holder’s name and that you have permission to use their card in the "Special requests" box when booking.

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The charge you see could be any one of the following:

• Pre-authorization: A pre-authorization is just a validity check that temporarily blocks an amount roughly equivalent to the cost of your reservation on your credit card. The amount will be unblocked after a certain amount of time. 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 your reservation allows for free cancellation, this amount is returned to you if you choose to cancel it.
• Our Customer Service team is always there if you need help with a payment issue. You can go to booking.com/help to get in touch with us.

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In general, hotels can't accept a debit card to guarantee a booking. However, there are some exceptions. You'll be able see if it is possible during the booking process.

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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-authorization for 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 of your booking.

What’s the difference between a pre-authorization and an actual charge to my credit card?

Pre-authorizations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorizations are temporary holds. The length of the hold will vary, and your credit card company can advise you on how they handle this.

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How will I know if my card has been pre-authorized?

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 has been pre-authorized, both the hotel and your credit card company can verify this.

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How long will the pre-authorization hold affect my available balance?

Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorization procedures. These terms vary across the board, so it’s best to contact them for specific details.

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Will the pre-authorisation hold always equal the exact amount of my reservation?

In most cases, the hotel will pre-authorize your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on . If this does happen, the hotel can explain why this has occurred.

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Will this happen with all bookings made through ?

Hotels reserve the right to pre-authorize your card, but this doesn't mean it will occur with every booking. Don’t worry, if your card is pre-authorized, both the hotel and your credit card company are there to help. They may also be able to assist you with removing these holds sooner.

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Yes, but only if you have permission from the cardholder. When you make the booking, state that you’re using someone else’s card with their permission in the “Special requests” box. The property may require authorization from the cardholder. In the case of a no-show or late cancellation, any penalties will be charged to the card provided when the booking was made.

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In most cases, needs credit card details to confirm your reservation with the property. Your credit card may be checked (pre-authorized) to ensure it's valid and that sufficient funds are available. After that, 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 hasn't been followed.

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To make a reservation via all hotels accept:

• Mastercard
• Visa

Some hotels also accept other credit cards for the actual payment of your stay; these cards are indicated during the booking process.

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Yes, always. Booking.com uses a secure connection for your booking and 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.

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Update your payment details on Booking.com. If your booking confirmation says the property will handle payment, you can contact the property directly. You'll find their contact info in your booking confirmation email or when you log in to Booking.com. For security reasons, never provide your credit card details by email.

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For each reservation, provides a unique and anonymous alias email address for both you and the property. All messages sent to this alias email will be forwarded to the property, including links, images, and attachments (up to 15 MB).

For security purposes, 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 property will be sent on their behalf by . 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 at the bottom right corner of the email.

These communications will be stored by Booking.com. Booking.com can access direct communications upon request from either you or the property, and if strictly necessary, for security or law enforcement purposes, such as fraud detection and prevention.

Booking.com may analyze communications to improve its services. If you don't want Booking.com to monitor or store your direct communications made through Booking.com, please do not use the direct communication feature offered by Booking.com, including communication through alias email addresses.

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The Booking Assistant is a virtual assistant that can help you make changes to your bookings and show you useful info about your stay.

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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!

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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 using Facebook Messenger when you agree to receive your confirmation there. The Booking Assistant isn't currently available for the tablet mobile website and apps.

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The Booking Assistant is totally free to use – all you need is internet connection. If you use mobile data to connect to the internet, there may be additional charges involved, depending on your service provider.

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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.

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The Booking Assistant is available in English, Dutch, French, German, Italian, Japanese, Mandarin (Simplified and Traditional), Portuguese (European and Brazilian), Spanish, and Russian.

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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.

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Most hotels don't require a payment or deposit in advance. If they do, you can find the details under "Hotel Policies" on the hotel’s page and in your confirmation email.

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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.

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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.

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During the booking process you can enter any special requests into the "Special Requests" box on the "Your Details" page. Once you have received your booking confirmation, you can follow up with the hotel directly to confirm that your request can be met.

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No, bookings are for a one night minimum stay only. can only reserve hotel rooms, not meeting rooms or conference facilities.

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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 in your confirmation email and at My Booking.com.

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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.

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There are several ways to request early or late check-in:

• You can specify your estimated check-in time while making the reservation.
• You can manage your booking online to request check-in outside of the standard hours.
• You can contact the property directly using the contact details in your booking confirmation.

It's important to remember that the property can't always accommodate these requests. They'll be happy to let you into your room early if possible, but there might not be anyone there in person to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly and in advance to avoid confusion.

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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 already made a booking, you can see check-in and check-out times in your confirmation email and when you log in to your account.

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You can check 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.

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You can ask the property about arranging a late check-out when you get there. It will depend on what's available at the time of your stay.

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

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Pet policies are always displayed on the property’s page under "House rules."

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As soon as you've 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 anytime by signing in to your account. If you don’t have an account, you can create one here.

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Your PIN code is the 4-digit number on your booking confirmation which, along with your booking number, lets us 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:

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

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

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In the interest of better serving our customers and 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 on their behalf. As such, 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.

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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 next to the room type under the "Conditions" column.

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Cancellation policies vary from room to room. You can usually cancel or change your booking up to 24 hours before your planned arrival time. You can check to see what a 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 if your room is non-refundable or part of a special deal, it may have a different policy. You can see specific room policies under the "Conditions" column next to "Room Type."

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Room-specific cancellation information is included next to the room type under the "Conditions" column. Please note that with special deals, the cancellation or deposit policy differs from the normal policy, so make sure to check both. The specific information, relevant to your booking, will also be included in your confirmation and at My Booking.com.

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Dates of stay for Secret Deals and non-refundable bookings cannot be changed because they have special low rates. If you choose to cancel reservations for these types of rooms, you might be charged according to the hotel’s policy.

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You can see if the property has parking under "Facilities" before making a booking. If the property requires you to reserve a space, contact them directly with the contact details provided in your booking confirmation.

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If the property offers a shuttle service it will be listed under "Facilities". After you make a booking, you can arrange the airport transfer directly with the property. You can find their contact info in your booking confirmation. Remember to have your flight details ready because they'll need these to make sure the driver can find you at the airport.

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If the property has luggage storage, you'll see it displayed on the property page under "Facilities." For more info about luggage storage, contact the property directly using the details provided in your booking confirmation.

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Under "Facilities" on the property page, you can see a list of all the property’s facilities, activities, and services.

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

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

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

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

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

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

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Because of the number of reviews we receive, it can take a few days before it appears on the website.

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

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

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Yes, you have the option to leave a review anonymously. In this case only your country, date of review and your traveler type (e.g. "Solo traveler," "Mature couple," etc.) will be shown.

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Yes, you can. We support the website in 44 languages. We suggest that you write your review in the same language as your booking.

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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.

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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 but you believe may not be authentic, please report it to us immediately.

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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 received.
2. If you can't send the email as an attachment, you can forward it to us instead.

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The best way to protect yourself from phishing is to learn how to recognize a phishing attempt.

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 phone 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.

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