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Frequently Asked Questions
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Top 10 Questions
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 on ‘My Booking.com’.
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Can I make a reservation without a credit card?
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.
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How do I know my reservation is confirmed?
As soon as you have completed the booking process the confirmation page appears. This page shows all of your reservation details, including the booking number and your PIN code, so you can access your confirmation online at ‘My Booking.com’. We also send you a confirmation email with all your booking information.
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Can I cancel or change my reservation through Booking.com?
Yes, it’s easy. You can cancel or change your booking via our self-service tool ‘My Booking.com’. Please, remember to check the hotel’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.
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What is my PIN code and what do I need it for?
Your PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows you to login to ‘My Booking.com’. On ‘My Booking.com’ you can view, change or cancel your booking. Please keep your pin code confidential.
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Where can I find the hotel’s telephone number and/or email address?
After booking, all of the hotel’s details, including telephone and email address, are provided in the online booking confirmation, confirmation email and in My Booking.com.
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How can I see how much a hotel room costs?
I am entering my credit card details, when will I pay?
Booking.com will never charge your credit card. The payment for your stay is processed by the hotel during or after your stay, unless otherwise stated under ‘Hotel Policies’, in the room description under ‘conditions’ and in your confirmation.
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Does the hotel need a deposit or a payment in advance?
We have children; can we get extra beds/cots in the room?
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. Lbh pna nyjnlf <n ery="absbyybj" uers="trareny.ra.ugzy?gzcy=qbpf/phfgbzre_freivpr">pbagnpg hf</n> gb pbasvez ninvynovyvgl, orsber lbh obbx.
How to book
Home page — Need a bit of inspiration for your next stay? Start your search on this page. Here you’ll find top city destinations recommended just for you. If 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 decide to book at a later time.
Search results — Narrow your search for hotels, apartments, B&Bs and more in a number of ways. Use the filters to sort by price, star rating, facilities/amenities or accommodation type. Quickly find the best neighbourhoods offering famous landmarks, shopping areas and other attractions with 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.
Accommodation page — Once you’ve made a selection, use this page to see what’s on offer. What does the property look like? What are the top features and amenities? Have other guests enjoyed their stay here? Information regarding the total cost for your stay, booking conditions, payment types, and our best price guarantee, are also available on this page.
To proceed with your booking, simply choose a room type, the number of rooms you’ll need then click “Book now.”
Complete your booking — Simply enter your details, guest names and special requests you may have for the accommodation through our secured payment area. We’ll also ask for your credit card information, which is only needed to guarantee your booking. Some properties also offer the option to book stays without credit cards. In those cases, your payment details will not be required.
TIP: Avoid the hassle of entering your details by signing in with your My Booking.com account. You can also save your credit card information for booking faster the next time you visit our site.
Done! — Your booking is confirmed. Review the details regarding your upcoming stay immediately after you complete your booking. Our confirmation page will also include policies related to your booking and important contact information in case you need to reach us at any time.
We’ll also send you a confirmation email, which will include everything you need for your upcoming stay.
Searching
Where can I find the hotel’s telephone number and/or email address?
After booking, all of the hotel’s details, including telephone and email address, are provided in the online booking confirmation, confirmation email and in My Booking.com.
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How can I see how much a hotel room costs?
Can I make a booking for tonight on your website?
How do I find only available hotels for the period I want to stay?
Can I search for hotels by price?
Yes, but only after you have entered a destination and your dates of travel. Once you have done this, you will be shown a list of available hotels. At the top of the page you can see a ‘Sort by:’ bar, which includes the option of sorting the hotels price. When you click on ‘price’ you can sort the hotels by price, combined with specific available room types.
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Can I limit the search to show hotels in a specific district or nearby a landmark?
Yes, you can refine your search in several ways:
- You can type the name of the district or landmark into the Destination/Hotel name field in the yellow search box.
- If you have already started a search you can use the filters on the left hand side of the page, including the ‘District’ filter.
- You can find hotels on the map by clicking on 'Show map' and rolling your cursor over the hotel icons.
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Where is the location of the hotel?
On the left hand side of the hotel’s Booking.com page you can see a map, by clicking on ‘Show Map’ you can see the hotel’s location. The hotel you are looking at will be tagged in orange, nearby hotels are tagged in blue. Your confirmation email will also contain a link that allows you to map your route to the hotel.
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How can I search for hotels that have rooms large enough for families?
There are 2 ways you can search for family rooms:
- When entering your destination in the search box, you can indicate the number of adults and children you are travelling with. The hotels shown will be limited to those that can match your specific requirements.
- After starting your search you will see a list of hotels. On the left of the page is a filter box; you can tick the box for ‘Family Rooms’ under the ‘Facility’ category. This will limit your search results to hotels with family rooms.
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How do I search for hotels with specific facilities, such as an indoor swimming pool?
After you select your destination and dates of your stay, a list of available hotels is displayed. On the left-hand side of this page is a 'Filter by' box, where you can choose categories to help refine your search. Choose to filter your search by 'Facility', for example, to search for hotels with specific facilities.
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Can I limit my search to hotels with facilities for people with a disability?
Yes, you can. When you enter a location and start your search you will see a list of hotels. On the left of the page is a filter box. In the 'Facility' category you can tick the box ‘Rooms/Facilities for Disabled Guests’. This will limit your search results to hotels that can meet your needs. You can always contact us to confirm availability before booking.
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Room Types
We have children; can we get extra beds/cots in the room?
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. Lbh pna nyjnlf <n ery="absbyybj" uers="trareny.ra.ugzy?gzcy=qbpf/phfgbzre_freivpr">pbagnpg hf</n> gb pbasvez ninvynovyvgl, orsber lbh obbx.
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What's the difference between a Double room and a Twin room?
What is a "non-refundable" or "free cancellation"?
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").
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Can I request an extra bed in my room and will there be extra costs?
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. Lbh pna nyjnlf <n ery="absbyybj" uers="trareny.ra.ugzy?gzcy=qbpf/phfgbzre_freivpr">pbagnpg hf</n> gb pbasvez ninvynovyvgl, orsber lbh obbx.
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Pricing
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 on ‘My Booking.com’.
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Are the prices shown on Booking.com per person or per room?
Are taxes included in the price?
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.
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Is breakfast included in the price?
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.
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Do I pay a reservation fee to Booking.com?
What does the crossed out rate mean next to my room type?
In the event of a crossed-out rate, we look at the prices currently being charged by the accommodation in the 30-day window around your proposed check-in date. From the prices within this window, we display the third-highest price on offer as the crossed-out rate. To ensure we are making a fair comparison, we always use the same booking conditions (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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Do I pay the full price for my child(ren)?
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. Lbh pna nyjnlf <n ery="absbyybj" uers="trareny.ra.ugzy?gzcy=qbpf/phfgbzre_freivpr">pbagnpg hf</n> gb pbasvez ninvynovyvgl, orsber lbh obbx.
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Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?
Credit Cards
Can I make a reservation without a credit card?
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.
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The hotel has charged my credit card, what should I do?
Booking.com does not charge your credit card - Please check the payment conditions in your confirmation email to ensure the charge is not just part of the hotel’s reservation policy. If you feel you have been charged incorrectly, please contact the hotel directly.
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Can I use a debit card to complete my reservation?
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 loss 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.
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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.
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How long will the pre-authorisation hold affect my available balance?
Will the 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.
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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.
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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.
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Why do I need to give my credit card details?
Booking.com requests credit card details to confirm your reservation with the hotel on your behalf. We will never charge your credit card.
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. The hotel will only charge your credit card if you have requested a pre-paid room or if the cancellation policy, found under ‘Hotel Policies’ and room ‘conditions’ has not been followed.
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Which credit cards can I use to complete my booking?
To make a reservation via Booking.com all hotels accept:
- MasterCard
- Visa
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Are my credit card details safe?
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.
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The credit card that I used to make a booking is no longer valid. What should I do?
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.
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Payments
I am entering my credit card details, when will I pay?
Booking.com will never charge your credit card. The payment for your stay is processed by the hotel during or after your stay, unless otherwise stated under ‘Hotel Policies’, in the room description under ‘conditions’ and in your confirmation.
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Does the hotel need a deposit or a payment in advance?
Can I pay for my stay in advance?
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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Reservation Process
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.
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Can I book a hotel for day use?
How do I find out how many bedrooms are in an apartment/suite?
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.
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How can I make a group reservation?
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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Hotel Policies
I will be arriving earlier/later than the stated check-in time. Can I still check-in?
Usually this is not a problem, you can arrange for an after-hours check-in with most hotels. However, you should always confirm with the hotel. You can use the ‘Special Requests’ box in the booking process to inform them of your estimated arrival time in writing. Once you’ve received your confirmation you can follow-up with the hotel directly using the contact information provided.
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What are the check-in and check-out times of a hotel?
How do I get more information about the room or hotel facilities?
I want to check out after the stated check-out time. What should I do?
How do I find out if a hotel allows pets?
Confirmation
How do I know my reservation is confirmed?
As soon as you have completed the booking process the confirmation page appears. This page shows all of your reservation details, including the booking number and your PIN code, so you can access your confirmation online at ‘My Booking.com’. We also send you a confirmation email with all your booking information.
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What is my PIN code and what do I need it for?
Your PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows you to login to ‘My Booking.com’. On ‘My Booking.com’ you can view, change or cancel your booking. Please keep your pin code confidential.
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I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
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What is ‘My Booking.com’ and how do I use it?
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.
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Are the facilities in the room that I have booked guaranteed?
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.
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Cancellation/Change of a reservation
Can I cancel or change my reservation through Booking.com?
Yes, it’s easy. You can cancel or change your booking via our self-service tool ‘My Booking.com’. Please, remember to check the hotel’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.
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If I need to cancel my booking will I pay a cancellation fee?
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’.
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Where can I find the cancellation policy of the hotel?
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.
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Can I cancel or change a Flash Deal or non-refundable booking?
It is not possible to change the dates of stay for ‘Flash 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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How do I know that my booking has been cancelled?
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Extra facilities
How do I know if the hotel has parking facilities and how can I reserve it?
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.
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How can I find out that the hotel offers a shuttle service and how can I book it?
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.
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Can the hotel store my luggage before check in or after check-out?
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
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How do I find out if a hotel has a certain facility, e.g. a lift?
Directions
Where can I find the address of the hotel?
Where can I find directions to the hotel?
You can find directions to the hotel in several ways:
- In your confirmation email you are provided with a link to a route planner, with the hotel’s details already entered - just choose your starting point.
- You can also add the directions straight on to your TomTom from your confirmation page.
- Or access the GPS coordinates anytime, along with online driving directions, on My Booking.com.
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