Customer Service

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Our Help Center

Frequently asked questions

  • Yes – any cancellation fees are determined by the property and listed in your cancellation policy. You'll pay any additional costs to the property.

  • If you have a free cancellation booking, you won't pay a cancellation fee. If your booking isn't free to cancel anymore or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property, and you'll pay any additional costs to the property.

  • Generally, the property is responsible for charging your card. If payment is instead handled by Booking.com, this will be stated clearly in your booking confirmation.

    You usually can expect to pay during check-in or check-out at the property. However, there are some exceptions, like properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.

    If there's no prepayment policy, it’s also possible that the property might take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.

  • Yes! You can make changes to your booking from your confirmation email or at Booking.com. Depending on the property's policy, you can do the following:

    Change check-in/out times

    Change dates

    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

  • Be sure to check your email inbox, spam, and junk folders. If you still can't find your confirmation, go to booking.com/help and we'll resend it to you.

  • 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.

  • 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.

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