Review section A20 carefully, as it contains provisions governing how to resolve disputes between you and Booking.com (the “arbitration agreement”). Among other things, section A20 includes an agreement to arbitrate that requires, with limited exceptions, that all disputes between you and us will be resolved by binding and final arbitration. Section A20 also contains a class action and jury trial waiver.
Unless you opt out of the agreement to arbitrate within 30 days: (1) you will only be permitted to pursue disputes or claims and seek relief against us through binding, final arbitration, with limited exceptions, and you waive your right to participate in a class action lawsuit or other representative proceeding or class-wide arbitration; and (2) you are waiving your right to pursue disputes or claims and seek relief in a court of law and to have a jury trial.
1. Some words here have specific meanings, so be sure to refer to the Booking.com dictionary at the end of these Terms.
1. When you complete your booking, you accept these Terms and any other terms provided during the booking process. These Terms include an agreement to mandatory, binding individual arbitration, which means that you agree to submit most disputes related to our Platform, the use of the services on our Platform, or these Terms, to binding arbitration rather than proceeding in court. You may opt out of this arbitration agreement only by following the procedures in section A20. These Terms also include the waiving of any class action or jury trial.
2. If anything in these Terms is (or becomes) invalid or unenforceable:
3. These Terms are laid out like this:
Sections B to F: Specific terms for just one type of Travel Experience:
4. The English version of these Terms is the original. If there’s any dispute about the Terms or any mismatch between the Terms in English and another language, the Terms as they appear in English will apply unless local law requires otherwise. (You can change the language at the top of this page.)
1. When you book an accommodation, flight, or attraction, Booking.com B.V. provides and is responsible for the Platform, but not the Travel Experience itself (section A4.4).
2. When you book a rental car (on Booking.com or Rentalcars.com) or private or public transportation, Booking.com Transport Limited provides and is responsible for the Platform – but not the Travel Experience itself (section A4.3).
3. We work with companies that provide local support services (e.g. customer support or account management). They don’t:
4. When using Rentalcars.com to make Car Rental Bookings, clauses A13 and A14 are not applicable.
1. We take reasonable care in providing our Platform, but we can’t guarantee that everything on it is accurate (we get information from the Service Providers). To the extent permitted by law, we can’t be held responsible for any errors, interruptions, or missing bits of information, although we will do everything we can to correct/fix them as soon as we can.
2. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc.
3. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.
4. To make a booking, you may need to create an Account. Make sure all your info (including payment and contact details) is correct and up to date, or you might not be able to access your Travel Experience(s). You’re responsible for anything that happens with your Account, so don’t let anyone else use it and keep your username and password secret.
5. We’ll show you the offers available to you in (what we think is) the right language for you. You can change to another language whenever you like.
6. Unless otherwise indicated, you must be at least 18 to use the Platform.
1. You will:
1. Based on your interaction with our Platform and your personalization preferences (which you can access in your account settings under the Customization preferences section), we may enable features intended to make your experience more convenient and offer you personalized services (including personalized marketing messages) to enhance your experience and make it easier for you to book your ideal Travel Experience.
2. We’re always working to improve our customers’ experience with Booking.com. So, sometimes we show different people different designs, phrasings, products, etc., to find out how they react. As a result, you might not come across some services or conditions when you visit our Platform.
1. When you make a booking, you agree to pay the cost of the Travel Experience, including any charges and taxes that may apply.
2. Some of the prices may have been rounded to the nearest whole number. The price you pay will be based on the original, “non-rounded” price (although the actual difference will be tiny anyway).
3. Obvious errors and obvious misprints are not binding. For example, if you book a premium car or a night in a luxury suite mistakenly offered for $1, your booking may be canceled, and we’ll refund anything you’ve paid. We’ll remove obvious pricing errors as soon as we become aware of them.
4. A crossed-out price indicates the price of a like-for-like booking without the price reduction applied (“like-for-like” means same dates, same policies, same quality of accommodation/vehicle/class of travel, etc.).
1. For some products/services, the Service Provider will require an upfront payment and/or payment during your Travel Experience.
2. If the Service Provider requires an upfront payment, it may be taken or pre-authorized when you make your booking, and it may be non-refundable. So, before you book, be sure to check the Service Provider’s upfront payments policy (available during the booking process), which we don’t influence and aren’t responsible for.
3. If you know of or suspect any fraudulent behavior or unauthorized use of your Payment Method, contact your payment provider as soon as possible.
4. If the currency selected on the Platform isn't the same as the Service Provider's currency, we may:
You can check our currency conversion rate during checkout, in the Booking details of your Account, or in the email we send you if you don’t have an account. If we charge you fees in connection with any such services, the fee will be expressed as a percentage over European Central Bank rates. Your card issuer may charge you a foreign transaction fee.
5. We’ll store your Payment Method details for future transactions after collecting your consent.
1. When you make a booking, you accept the applicable policies as displayed in the booking process. You’ll find each Service Provider’s cancellation policy and any other policies (about age requirements, security/damage deposits, additional supplements for group bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages, during the booking process, in the fine print, and in the confirmation email or ticket (if applicable).
2. If you cancel a booking or don’t show up, any cancellation/no-show fee and any refund will depend on the Service Provider’s cancellation/no-show policy.
3. Some bookings can’t be canceled for free, while others can only be canceled for free before a deadline.
4. If you book a Travel Experience by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the booking without notice if they can't collect the balance on the specified date. If they do cancel, any non-refundable payment you’ve made will only be refunded at their discretion. It's your responsibility to make sure the payment goes ahead on time (that your bank, debit card, or credit card details are correct and that there's enough money available in your account).
5. If you think you’re not going to arrive on time, contact your Service Provider and tell them when they can expect you. It’s your responsibility to ensure you’re on time, and if you aren’t, we aren’t responsible for any associated costs (e.g. the cancellation of your booking, or any fees the Service Provider may charge).
6. As the person making the booking, you are responsible for the actions and behavior (in relation to the Travel Experience) of everyone in the group. You’re also responsible for obtaining their permission before providing us with their personal data.
1. If you book a Travel Experience, be sure to refer to our Privacy Notice & Cookie Statement for more information on privacy, cookies, how we might contact you, and how we process personal data.
1. If you have any accessibility requests:
1. If you have bought insurance through our Platform, be sure to refer to the policy document(s) for the terms and further information. These Terms do not apply to insurance.
1. The Genius rate is a discounted rate offered by participating Service Providers or funded by Booking.com for certain products/services.
2. Genius rates are for members of the Booking.com Genius program. There are no membership fees, and it’s easy to become a member – just create an account. Membership and rates are non-transferable. Membership is linked to a specific account. Membership can also be linked to specific campaigns or incentives.
3. There are different “Genius Levels” based on the number of completed bookings made within a given period for any vertical offered by the program. Each level provides different travel rewards. To reach Level 2, the user must complete 5 bookings within 2 years. To reach Level 3, the user must complete 15 bookings within 2 years.
4. The following types of reservations made through Booking.com are excluded from the Genius program: Cruises, insurance, public transportation, and free options. Any additional purchases such as room upgrades for stays, car seats for rental cars, and additional luggage for flights will not incur Genius discounts.
5. We may change any feature of the Genius program, including the membership levels, eligible booking types for progression, and the way the program is structured.
6. To ensure a fair and secure program, we may investigate instances of fraud, misuse, or abuse. This may result in a membership being canceled and earned rewards being lost.
7. For more details, visit https://www.booking.com/genius.html.
1. We may issue Rewards to you – at our sole discretion, and subject to (a) the terms here in A14 and (b) any Individual Reward Criteria that apply. If we make a clerical error (i) in calculating your Rewards or (ii) in converting currencies related to your Rewards, we can always change or correct any balances shown.
2. How to get Rewards: You may, for example, earn and receive a Reward by booking and completing Accommodation stays with participating Service Providers, or by making a certain number of Eligible bookings in a given time period. Note that the amount/quantity of Rewards earned will depend on each promotional campaign. We’ll provide details about earning/spending a Reward when it becomes available to earn and/or spend.
3. Where to find your Rewards: If and when you receive any Rewards, you’ll be able to manage and spend them from the Wallet, which is automatically created when you create a verified Account. You’ll find the Wallet in your Account menu, and you must be signed in to your Account to access it. If you need to do anything to receive a Reward, we’ll tell you how (through Account notifications, push notifications, and/or emails). Once you have Rewards in your Wallet, we’ll provide any terms and conditions related to spending them.
4. Types of Rewards: Although we only award (a) Credits and (b) vouchers into your Wallet, your Wallet may also help you track the processing of (c) other types of Reward (e.g., Credit Card Cashback) from us. We’ll tell you what you need to know about receiving each Reward at the appropriate time.
5. How to get Credits: Credits are usually issued as a result of getting a Reward, but we may issue Credits for other reasons.
6. Where to find your Credits: Your Rewards are always stored in the Wallet until they’re spent. Your Wallet balance will indicate how much is stored and spendable on Eligible bookings. You’ll also be able to access detailed information such as when your Rewards were earned, were awarded, and will expire. If you’re entitled to Cash Credits, you’ll also find out how to transfer them to a credit or debit card (of certain brands).
7. Types of Credits: Each Reward type has its own set of spending and/or usage conditions. In general, all Rewards can only be spent on Travel Experiences that accept Wallet payments. Travel Credits can be spent across different bookings, but vouchers can only be spent on specific bookings stated within each voucher's terms and conditions. Cash Credits can also be spent like Travel Credits or be transferred to a credit or debit card (of certain brands).
We reserve the right to audit any and all accounts in the Rewards & Wallet program at any time and without notice to the Member to ensure compliance with the Rewards & Wallet program or investigate (alleged) fraud or misuse.
8. To be able to receive any type of Rewards from us, you must, at the time of qualification and spending:
9. When a Reward is available for earning, the Individual Reward Criteria will explain how (and if) you can qualify for it. These criteria may contain and not be limited to:
10. Rewards can’t be sold, encumbered, or transferred in any way to a third party. In the event of an Account holder’s death, their Account will be closed and any Rewards that are pending or available for spending in the Wallet will be canceled.
11. You can spend any amount of Travel Credits and/or Cash Credits that you have to offset the cost of an eligible booking on participating Platforms (e.g., www.booking.com or a Group Company website). However, you may only spend one voucher on each booking, and if you have multiple vouchers in your Wallet, their value cannot be combined for spending on any Booking.
12. If that booking costs less than you have in Rewards, your unspent Rewards will remain available for spending in your Wallet until expiration, unless otherwise stated in each Reward's terms and conditions.
13. If that Travel Experience costs more than you have in Rewards, you must make payment for the remaining amount using a different Payment Method. Failure to do so in time may result in your booking being canceled, and your Rewards returned to your Wallet with the original Reward terms and conditions, including expiration dates.
14. You may spend both Credits and vouchers at the same time on any Eligible bookings. We do our best to unlock the most savings for you, but it is your sole responsibility to manage how the Rewards are spent. If you have multiple Rewards of a single type, the Reward with the earliest expiration date will be selected for spending by default during payment confirmation. While you may not choose Credits with later expiration dates to spend first, you are free to choose the voucher you prefer to spend first.
15. If you cancel a Travel Experience that you have already paid for (in part or in full) with Rewards, the Service Provider’s cancellation policy will determine whether or not your money and/or Rewards are refunded. Our Customer Service team will be able to refund any Rewards that you may be entitled to.
16. You can transfer Cash Credits (but not Travel Credits) to a credit or debit card of certain brands.
17. Your Wallet’s default currency is determined by your location, residency, or another currency we may elect. If you get any Rewards in a different currency, we’ll convert them to your Wallet’s default currency, or another currency we may elect, using our Currency Conversion Rate.
18. If a Reward was issued because you booked a Travel Experience, any associated Rewards that haven’t been spent will be deleted from your Wallet if that Travel Experience is canceled.
19. We reserve the right to, without notice, cancel any Reward that was obtained by fraud or misuse.
20. If you didn’t receive a Reward that you should have, contact our Customer Service team no more than 12 months after you did what you believe qualified you for it. Please provide any supporting documentation you have. If you don’t do this within 12 months, you will automatically be ineligible for the Reward and will not be able to claim it.
21. The validity of all Credits can be found in the Rewards & Wallet activity of your Wallet. If you have any Rewards that may expire soon, we may choose to notify you through emails and push notifications.
For some products/services, the Service Provider will require an Upfront Payment and/or a payment taken during your Travel Experience. Note that if Wallet payments are involved (for example, when you choose to pay later for an Accommodation Booking), we will charge your Wallet for the selected Rewards during booking confirmation—so your Rewards will be spent immediately—while any remaining amount will be charged according to the payment policy of your Booking.
22. All data, including personal data, will be processed in accordance with our Privacy Statement and applicable data protection laws and regulations. It will be shared with Group Companies or Service Providers as required by the Wallet program. Lost, stolen, or expired Rewards will not be replaced.
23. Your obligations:
24. If you don’t follow the rules in this section, we may automatically suspend or cancel your Wallet.
25. You may not use your Wallet or Rewards in any way that is misleading, unfair, harmful, or illegal.
26. We may set off or settle any or all of your Rewards against any claim we (or a Group Company) have against you. We may do this at any time, and without advance notice.
27. We may change, suspend, or end any aspect of the Wallet or Rewards program. In particular, we might change:
28. We will make reasonable efforts to give you prior notice if we make any changes or stop providing the Wallet service altogether.
29. If we stop providing the Wallet service, all Rewards that haven’t expired will be valid for another 12 months.
1. Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look & feel, etc.) are owned by Booking.com (or its licensors) and by using our Platform you agree to do so for its intended purpose only and respecting the requirements set out in paragraphs A15.2 and A15.3.
2. Whether or not you have a commercial purpose, you’re not allowed to access, monitor, copy, scrape/crawl, download, reproduce, or otherwise use anything on our Platform using any robot, spider, scraper, other automated means, or automated assistants (including, but not limited to, those that operate by interacting with or otherwise making use of your browser, such as AI-powered assistants) for any purpose without the prior, express written permission of Booking.com. For the avoidance of doubt, Booking.com does not authorize the use of automated means or automated assistants (including, but not limited to, those that operate by interacting with or otherwise making use of your browser, such as AI-powered assistants) to make bookings or reservations using anything on our Platform without the prior, express written permission of Booking.com.
3. We keep a close eye on every visit to our Platform, and we’ll block anyone (and any automated system) we suspect of:
4. By uploading a review/picture to our Platform, you’re confirming that it meets our Content Standards and Guidelines and that:
5. Just to make it clear, we’re not responsible or liable for any picture uploaded to our Platform, and we’re allowed to remove any picture at our discretion (e.g. if we detect that a picture does not meet the criteria).
1. If you have a question or complaint, contact our Customer Service team. You can do this by accessing your Booking, or through our app, or through our Help Center, where you’ll also find useful FAQs. You can help us help you as quickly as possible by providing, if available:
2. All questions and complaints are recorded, and the most urgent ones are treated as highest priority.
3. If you're a resident of the European Economic Area and aren’t happy with the way we handle your complaint, you may be able to complain via the European Commission's ODR (Online Dispute Resolution) platform (ec.europa.eu/odr). It depends on what your complaint was about:
Note that you won’t be able to submit any new claims via the ODR from March 20, 2025, the day the ODR will be discontinued. For more information on the discontinuation of the ODR, be sure to check out the European Commission’s website.
4. If you’re a resident of the Czechia and you’re not happy with the way we handle your complaint, you can complain to the Czech Trade Inspection Authority – Central Inspectorate, ADR Department, registered office Štěpánská 15, Prague 2, postal code: 120 00, email: adr@coi.cz, https://www.coi.cz/informace-o-adr/.
5. If you’re a resident of Brazil and aren’t happy with the way we handle your complaint, you can complain via the Brazilian Federal Consumer Dispute Resolution Platform (consumidor.gov.br/).
6. We try to resolve disputes internally, and aren’t obliged to submit to any alternative dispute resolution procedures handled by independent providers.
1. We may help you communicate with your Service Provider, but we can’t guarantee that they will read anything from you or that they’ll do what you ask. In itself, the fact that you contact them or they contact you doesn’t mean you have any grounds for legal action.
1. We have the right to stop you from making any bookings, to cancel any bookings you’ve already made, and/or to stop you from using our Platform, our Customer Service, and/or your Account. Of course, we’ll only do this if, in our opinion, there’s a good reason to. For example:
2. If we cancel a booking as a result, you will not be entitled to a refund. We may tell you why we’ve canceled your booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly canceled your booking, be sure to contact our Customer Service team.
3. You acknowledge and agree that monetary damages are not an adequate remedy at law for the unauthorized use of automated means or automated assistants (including, but not limited to, those that operate by interacting with or otherwise making use of your browser, such as AI-powered assistants), that such unauthorized use may cause Booking.com irreparable harm, and that Booking.com is entitled to injunctive relief to prohibit such unauthorized use.
1. These terms limit only our liabilities under applicable law. Nothing in these terms will limit our (or the Service Provider’s) liability for our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation, gross negligence, or willful misconduct. Booking.com shall not be liable for any losses outside of the rights and responsibilities described in this section, unless said losses are caused by Booking.com’s breach of these terms. As a non-limiting example, Booking.com shall not be liable for any:
2. If you are in breach of these Terms and/or the Service Provider’s terms, to the extent permitted by law:
3. The most that we, or any Service Provider, will be liable for, whether for one event or a series of connected events, is the cost of your booking, as set out in your confirmation email. These liability limitations shall apply to all forms of legal action, whether related to contract, tort, negligence, strict liability, or any other legal action.
4. Except as expressly stated in these Terms, no representation, warranties, or undertakings are given in relation to Service Providers’ products and services, and we accept no responsibility for ensuring that they are suitable for your purposes (which remains solely your responsibility). To the fullest extent permitted by law, Booking.com disclaims all representations and warranties, including, but not limited to, warranties of merchantability and fitness for a particular purpose. We do not warrant or make any representations that our website will operate error-free or uninterrupted, that defects will be corrected, or that the website and/or its servers will be free of viruses and/or other harmful components. We do not warrant or make any representations regarding the suitability, availability, accuracy, reliability, or timeliness of any material of any kind on the website for any purpose, including software, services, information, text, and related graphics content. You agree that you will make use of the Booking.com website and services at your own risk. You understand and agree that we are not responsible or liable for any misuse or unauthorized use of our website or services, or any consequences arising out of such misuse or unauthorized use.
5. Just to be clear, nothing in these Terms will entitle any third party other than the Service Provider to anything.
1. Subject to the terms of this Arbitration Agreement, you and Booking.com agree that any disagreement, controversy, or claim arising out of or relating in any way to your access to or use of our Platform, or other services provided by Booking.com or the support companies in connection with your use of our Platform (including the interpretation and scope of this Arbitration Agreement and the arbitrability of a Dispute, as defined herein), or your relationship with us or any subsidiary, parent, or affiliate company or companies (whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory) (each, a “Dispute”) will be resolved by binding arbitration, rather than in court, except that: (1) you and Booking.com may assert claims or seek relief in small claims court, to the extent the Dispute qualifies under applicable law and remains in small claims court; and (2) the following causes of action and, as applicable, requests for relief are exceptions to the Disputes covered by this Arbitration Agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as outlined in this Arbitration Agreement): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation, or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief, where such remedies are permitted and cannot be waived by applicable law; or (iv) any cause of action related to the unauthorized use of anything on our Platform by an automated means or automated assistant (including, but not limited to, those that operate by interacting with or otherwise making use of your browser, such as AI-powered assistants). For purposes of this Arbitration Agreement, “Dispute” will also include disputes that arose or that involve facts occurring before the existence of this or any prior versions of the Terms, unless those disputes were noticed prior to when these Terms took effect, as well as claims that may arise after the termination of these Terms.
2. Prior to initiating any Dispute, as discussed in the subsequent section, each party must first give the other an opportunity to resolve any complaints by submitting them in writing to the other party.
Where you have a complaint, you must give Booking.com written notice through the form available on our Dispute Resolution page (the “Internal Review Procedure”). Your message through Booking.com’s Dispute Resolution page beginning the Internal Review Procedure must contain the following information: (1) your name, (2) your address, (3) the email address you used to make your reservation, (4) your reservation number, (5) the date of your reservation, (6) the name of the Service Provider with whom you booked your Travel Experience, (7) a brief description of the nature of your complaint, and (8) the resolution that you are seeking (together, the “Required Information”). Additionally, the message must start with “Request Under Arbitration Agreement.” If your message does not start with this text, or if it does not contain all of the Required Information (or an explanation of why you are unable to include any of the Required Information), then you have not effectively begun the Internal Review Procedure, which you must do before initiating any arbitration or an action in small claims court Booking.com. This requirement is intended to inform Booking.com that you have a dispute to be resolved.
If Booking.com has a complaint, it will submit a written notice with the relevant Required Information to the email address you used to make your reservation.
If the parties are unable to resolve the complaint within 60 days of the start of the Internal Review Procedure, either party may seek relief as laid out in this Arbitration Agreement. The Internal Review Procedure is a mandatory precondition to commencing arbitration.
The statute of limitations and any filing fee deadlines shall be tolled during the Internal Review Procedure.
3. YOU AND BOOKING.COM HEREBY WAIVE ANY CONSTITUTIONAL AND STATUTORY RIGHTS TO SUE IN COURT AND HAVE A TRIAL IN FRONT OF A JUDGE OR A JURY. You and Booking.com are instead electing that all Disputes shall be resolved by arbitration under this Arbitration Agreement, except as specified in the subsection entitled “Applicability of Arbitration Agreement.” There is no judge or jury in arbitration, and court review of an arbitration award is subject to very limited review
4. EACH OF US MAY BRING CLAIMS AGAINST THE OTHER ONLY ON AN INDIVIDUAL BASIS AND NOT ON A CLASS, REPRESENTATIVE, OR COLLECTIVE BASIS, AND THE PARTIES HEREBY WAIVE ALL RIGHTS TO HAVE ANY DISPUTE BE BROUGHT, HEARD, ADMINISTERED, RESOLVED, OR ARBITRATED ON A CLASS, COLLECTIVE, OR REPRESENTATIVE BASIS. ONLY INDIVIDUAL RELIEF IS AVAILABLE. Subject to this Arbitration Agreement, the arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by the party’s individual claim. Nothing in this paragraph is intended to, nor shall it, affect the terms and conditions under the subsection A20.9 entitled “Batch Arbitration.” Notwithstanding anything to the contrary in this Arbitration Agreement, if a final decision, not subject to any further appeal or recourse, determines that the limitations of this subsection, “Waiver of Class and Other Non-Individualized Relief,” are invalid or unenforceable as to a particular claim or request for relief (such as a request for public injunctive relief), you and Booking.com agree that the particular claim or request for relief (and only that particular claim or request for relief) shall be severed from the arbitration and may be litigated in the state or federal courts located in the State of New York. All other Disputes shall be arbitrated or litigated in small claims court. This subsection does not prevent you or Booking.com from participating in a class-wide or mass settlement of claims.
5. The Terms evidence a transaction involving interstate commerce; and notwithstanding any other provision herein with respect to the applicable substantive law, the Federal Arbitration Act, 9 U.S.C. § 1 et seq., will govern the interpretation and enforcement of this Arbitration Agreement, including the procedures governing Batch Arbitration, and any arbitration.
The arbitration will be administered by the National Arbitration & Mediation (“NAM”) in accordance with the NAM Comprehensive Dispute Resolution Rules and Procedure (the “NAM Rules”) in effect at the time of arbitration, except as supplemented, where applicable, by the NAM Mass Filing Supplemental Dispute Resolution Rules and Procedures (the “NAM Mass Filing Rules”), and as modified by this Arbitration Agreement. The NAM Rules are currently available at https://www.namadr.com/resources/rules-fees-forms/.
A party that wishes to initiate arbitration must provide the other party with a request for arbitration (the “Demand”). The Demand must include: (1) the name, telephone number, mailing address, email address of the party seeking arbitration, and email address associated with the account, if applicable; (2) a statement of the legal claims being asserted and the factual bases of those claims; (3) a description of the remedy sought and an accurate, good‐faith calculation of the amount in controversy in United States Dollars; (4) a statement certifying completion of the Internal Review Procedure process as described; and (5) a statement certifying that the requesting party will pay any necessary filing fees in connection with such arbitration. Any Demand you send to Booking.com should be sent through the form available on our Dispute Resolution page. Booking.com will provide the Demand to your email address on file.
If the party requesting arbitration is represented by counsel, the Demand shall also include counsel’s name, telephone number, mailing address, and email address. Such counsel must also sign the Demand. By signing the Demand, counsel certifies to the best of counsel’s knowledge, information, and belief, formed after an inquiry reasonable under the circumstances, that, consistent with the standards set forth in Federal Rule of Civil Procedure 11(b): (1) the Demand is not being presented for any improper purpose, such as to harass, cause unnecessary delay, or needlessly increase the cost of dispute resolution; (2) the claims, defenses, and other legal contentions are warranted by existing law or by a nonfrivolous argument for extending, modifying, or reversing existing law or for establishing new law; and (3) the factual and damages contentions have evidentiary support or, if specifically so identified, will likely have evidentiary support after a reasonable opportunity for further investigation or discovery (“Counsel’s Certification”).
Unless you and Booking.com otherwise agree, or the Batch Arbitration process discussed in subsection A20.9 is triggered, any in-person arbitration hearing will be conducted in New York, New York or, at your election, in the county where you reside or another mutually agreed location. You and we agree that, for Demands where the relief sought is $25,000 or less, the arbitration will be conducted based solely on written submissions, unless you request a hearing, or the arbitrator determines that a hearing is necessary; in that case, virtual hearings shall be preferred over in-person hearings unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired absent an in-person hearing. In the case of an in-person hearing, you and we agree that any employee of Booking.com B.V. or its affiliate who is based outside of the United States and who is participating in the hearing may participate telephonically or by video conference. Subject to the NAM Rules, the arbitrator may direct a limited and reasonable exchange of information between the parties, consistent with the expedited nature of arbitration. If NAM is not available to arbitrate, the parties will select an alternative arbitral forum. Your responsibility to pay any NAM fees and costs will be solely as set forth in the applicable NAM fee schedules (the “Fee Schedules”).
You and Booking.com agree that all materials and documents exchanged during the arbitration proceedings shall be kept confidential and shall not be shared with anyone except the parties’ attorneys, accountants, or business advisors, and then subject to the condition that they agree to keep all materials and documents exchanged during the arbitration proceedings confidential.
You and Booking.com agree that at least 14 days before the date set for an arbitration hearing, any party may serve an offer in writing upon the other party to allow judgment on specified terms. If the offer made by one party is not accepted by the other party, and the other party fails to obtain a more favorable award, the other party shall not recover any post-offer costs to which they otherwise would be entitled and shall pay the offering party’s costs from the time of the offer.
6. The arbitrator will be either a retired judge or an attorney licensed to practice law in the state of New York, and will be selected by the parties from NAM’s roster of consumer dispute arbitrators. If the parties are unable to agree upon an arbitrator within thirty-five (35) days of delivery of the Demand, then NAM will appoint the arbitrator in accordance with NAM Rules, provided that if the Batch Arbitration process under subsection A20.9 is triggered, NAM, without soliciting input or feedback from any party, will appoint the arbitrator for each batch.
7. The arbitrator shall have exclusive authority to resolve any Dispute, including, without limitation, disputes regarding the interpretation or application of the Arbitration Agreement, including the enforceability, revocability, scope, or validity of the Arbitration Agreement or any portion of the Arbitration Agreement, except that all Disputes regarding the subsection entitled “Waiver of Class and Other Non-Individualized Relief,” including any claim that all or part of the subsection entitled “Waiver of Class and Other Non-Individualized Relief” is unenforceable, illegal, void, or voidable, or that such subsection entitled “Waiver of Class and Other Non-Individualized Relief” has been breached, shall be decided by a court of competent jurisdiction and not by an arbitrator. The arbitrator shall have the authority to grant motions dispositive of all or part of any Dispute. The arbitrator shall issue a written award and statement of decision describing the essential findings and conclusions on which the award is based, including the calculation of any damages awarded. The award of the arbitrator is final and binding upon you and us. Judgment on the arbitration award may be entered in any court having jurisdiction.
8. The parties shall bear their own attorneys’ fees and costs in arbitration unless the arbitrator finds that either the substance of the Dispute or the relief sought in the Demand was frivolous or was brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)). To the extent, following a presentation on the merits, on its own motion or a party’s, and after affording a reasonable opportunity to respond, an arbitrator determines that a party who commenced arbitration did not bring its claim(s) consistent with Counsel’s Certification and the standards set forth in Federal Rule of Civil Procedure 11(b), the parties agree that the arbitrator shall, as part of its award, impose sanctions by ordering that the initiating party reimburse the responding party for all arbitration costs and arbitrators’ fees the responding party incurred under the Fee Schedules.
9. To increase the efficiency of administration and resolution of arbitrations, you and Booking.com agree that in the event that there are twenty-five (25) or more individual Demands of a substantially similar nature filed against Booking.com by or with the assistance of the same law firm, group of law firms, or organizations (“Claimants’ Counsel”), within a reasonably approximate period of time, for example, a ninety (90) day period, NAM shall (1) administer the arbitration demands in batches of 100 Demands per batch (or, if between twenty-five (25) and ninety-nine (99) individual Demands are filed, a single batch of all those Demands, and, to the extent there are fewer than 100 Demands remaining after the batching described, a final batch consisting of the remaining Demands); (2) appoint one arbitrator for each batch; and (3) provide for the resolution of each batch on a consolidated basis with one set of filing and administrative fees due per side per batch, one procedural calendar, one hearing (if any) in a place to be selected by the arbitrator, and one final award, which will provide for any and all relief the arbitrator determines each individual party is entitled to receive (“Batch Arbitration”). NAM shall administer all batches concurrently, to the extent possible.
All parties agree that Demands are of a “substantially similar nature” if they arise out of or relate to the same event or factual scenario and raise the same or similar legal issue(s) and seek the same or similar relief. To the extent the parties disagree on the application of the Batch Arbitration process, the disagreeing party shall advise NAM, and NAM shall appoint a sole standing Procedural Arbitrator or, should the circumstances so require, an Emergency Arbitrator, according to the NAM Rules, to determine the applicability of the Batch Arbitration process (the Procedural Arbitrator or Emergency Arbitrator may be deemed the “Administrative Arbitrator”). In an effort to expedite the resolution of any such dispute by the Administrative Arbitrator, the parties agree that the Administrative Arbitrator may set forth such procedures as are necessary to resolve any disputes promptly. The Administrative Arbitrator’s fees shall be paid by Booking.com.
You and Booking.com agree to cooperate in good faith with NAM to implement the Batch Arbitration process, including the payment of single filing and administrative fees for batches of Demands, as well as any steps to minimize the time and costs of arbitration, which may include: (1) the appointment of a discovery special master to assist the arbitrator in the resolution of discovery disputes; and (2) the adoption of an expedited calendar of the arbitration proceedings.
This Batch Arbitration provision shall in no way be interpreted as authorizing or creating a class, collective, and/or representative arbitration or action of any kind, except as expressly set forth in this provision, and nothing about the Batch Arbitration process will preclude any party from participating in any arbitration administered according to that process.
10. Except as provided in the subsection entitled “Waiver of Class or Other Non-Individualized Relief,” if any part or parts of this Arbitration Agreement (other than Section A20.9) are found under the law to be invalid or unenforceable, then such specific part or parts shall be of no force and effect and shall be severed, and the remainder of the Arbitration Agreement shall continue in full force and effect. However, if Section A20.9 of this Arbitration Agreement is found under the law to be invalid or unenforceable then, in that case, the entire Arbitration Agreement shall be void, and the parties agree that all Disputes will be heard in the state or federal courts located in New York, New York. You further agree that any Dispute that you have with Booking.com as detailed in this Arbitration Agreement must be initiated within the applicable statute of limitation for that claim or controversy, or it will be forever time barred. Likewise, you agree that all applicable statutes of limitation will apply to such arbitration in the same manner as those statutes of limitation would apply in the applicable court of competent jurisdiction.
11. You have the right to opt out of the provisions of this Arbitration Agreement by sending a written notice through our Dispute Resolution page with the message: “Arbitration -- Opt-Out Notice”, within thirty (30) days after first becoming subject to this Arbitration Agreement (“Opt-Out Notice”). Your Opt-Out Notice must include your name and address, the email address you used to set up your Booking.com account (if you have one), and an unequivocal statement that you want to opt out of this Arbitration Agreement. Any Opt-Out Notice will be effective only if you send it yourself, on an individual basis, and Opt-Out Notices from any third party purporting to act on your behalf will have no effect on your or Booking.com’s rights. If you opt out of this Arbitration Agreement, all other parts of these Terms will continue to apply to you. Opting out of this Arbitration Agreement has no effect on any arbitration agreements that you may currently have with us, including any previous versions of this Arbitration Agreement to which you agreed, and has no effect on any arbitration agreements with us you may enter in the future.
12. You and we agree that Booking.com retains the right to modify this Arbitration Clause in the future. Any such changes will be posted on our Platform, and you should check for updates regularly. Your continued use of the Booking.com Platform and/or Services, including the acceptance of products and services offered on the Platform following the posting of changes to this Arbitration Agreement, constitutes your acceptance of any such changes. If you have previously agreed to a version of these Terms with an arbitration agreement and you did not validly opt out of arbitration, changes to this Arbitration Agreement do not provide you with a new opportunity to opt out of arbitration. Booking.com will continue to honor any valid opt-outs of the Arbitration Agreement that you made to a prior version of these Terms.
13. To the extent that the Dispute is not covered by any arbitration agreement between you and us, it shall proceed before the state or federal courts located in New York, New York (except for small claims court actions, which may be brought in the county where you reside). This Arbitration Agreement and these Terms are made under and will be governed by and interpreted in accordance with New York law, regardless of conflict of law rules.
1. This section contains the specific terms for Accommodations products and services. It applies as well as section A (which applies to all Travel Experiences).
1. When you make (or request) a booking, it’s directly with the Service Provider – we’re not a “contractual party.”
2. Booking.com B.V. owns and operates the Platform.
3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.
4. Information about Service Providers (e.g. facilities, house rules, sustainability measures) and their Travel Experiences (e.g. prices, availability, and cancellation policies) is based on what they provide to us. They’re responsible for making sure it’s accurate and up to date.
1. We provide the Platform on which Service Providers can promote and sell their Accommodations, and you can search for, compare, and book them.
2. Once you’ve booked your Accommodation, we confirm the details of your booking to both you and the Service Provider, including the names of the guest(s).
3. Depending on the terms of your booking, you may be able to change or cancel it.
1. Fill in all your contact details correctly so we and/or the Service Provider can provide you with information about your booking and, if necessary, contact you.
2. Read these Terms and the terms displayed during the booking process carefully.
3. Take care of the Accommodation and its furniture, fixtures, electronics, and other contents, and leave things in the same state they were in when you got there. If anything is broken, damaged, or lost, make sure you report it to the staff there as soon as you can, before you check out.
4. Maintain the security of the Accommodation and its contents during your stay. So, for example, don’t leave doors or windows unlocked.
1. Check “Prices” (A7) and “Payment” (A8).
1. Check “Policies” (A9).
1. We want you to get the best possible price every time. If, after you’ve booked your Accommodation with us, you find the same Accommodation (with the same conditions) for less on another website, we promise to refund the difference. Just remember to contact us after booking with us. If you file your We Price Match claim via email, you'll need to provide us with a screenshot and a link to the other offer. You can also file a We Price Match claim directly on the phone by reaching out to our Customer Service. In any case, the other offer must be online and available when we check.
We Price Match checklist
When can’t you make a claim?
Found your booking cheaper elsewhere?
2. Some offers on our Platform are marked as “Partner offers,” which means they come to us through a Booking.com partner company rather than straight from a Service Provider. Unless otherwise indicated, any Partner offer that you reserve:
Note that if you book a Partner Offer, the invoice will be issued by the partner company or the property, not by Booking.com directly.
3. Some of the price reductions are funded by us, not by the Service Provider. We just pay some of the cost ourselves.
4. In some cases, you’ll find a button marked “Request to book” on the property page. If you select this option, we’ll explain how this works (on-screen and/or by email).
5. When you’re booking, you may find that some Service Providers refer to a “damage policy.” This means that if anyone in your group loses or damages anything:
if they do, we’ll tell you so you can tell us if you have any comments and whether or not you agree with the charge – and then:
6. Under the damage policy, there’s a limit to how much a Service Provider can charge you through our Platform (the limit is displayed while you’re booking).
7. Any payment you make would be between the Service Provider and you. We’d just be organizing it on the Service Provider’s behalf.
8. The damage policy doesn’t relate to general cleaning, ordinary wear and tear, any crimes (such as theft), or any non-physical “damages” (e.g. fines for smoking or bringing pets).
9. The Service Provider might require a “damage deposit” before or at check-in. If they do, we’ll tell you about it while you’re booking – but it has nothing to do with the “damage policy.” We won’t be involved in any financial settlement related to damage deposits.
10. For information on reviews, ranking, how we make money, and more, be sure to check out How We Work.
1. This section contains the specific terms for Attractions products and services. It applies as well as section A (which applies to all Travel Experiences).
1. We do not (re)sell, offer, or provide any Attractions on our own behalf – when you book an Attraction, you enter into a contract directly with (a) the Service Provider or (b) a Third-Party Aggregator (if they’re reselling the Attraction), as disclosed during the booking process.
2. We act solely as the Platform and are not involved in the terms of the Service Provider/Third-Party Aggregator. We aren’t responsible for your ticket and have no liability to you in relation to your booking except as described in these Terms.
1. We provide the Platform on which Service Providers and (from time to time) Third-Party Aggregators can promote and sell Travel Experiences, and you can search for, compare, and book them.
2. Once you’ve booked your Attraction, we’ll provide you and the Service Provider/Third-Party Aggregator (as applicable) with details of the Booking; if the Service Provider/Third-Party Aggregator needs more than your name, we’ll tell you at the time of booking.
3. Depending on the terms of your booking, you may be able to change or cancel it if you want. Contact us using the Help Center (available 24 hours a day) if you need help with anything.
1. You must fill in all your contact details correctly so we and/or the Service Provider/Third-Party Aggregator (as applicable) can provide you with information about your booking and, if necessary, contact you.
2. You must read and agree to comply with our Terms and the terms of the Service Provider/Third-Party Aggregator (which will be displayed at checkout), and acknowledge that breaching them may lead to additional charges and/or the cancellation of your booking.
1. When you book an Attraction, we’ll organize your payment. For details on how this works (including the related rights and obligations), check “Payment” (A8).
1. Be sure to check “Policies” (A9).
1. For information on reviews, ranking, how we make money, and more, check out How We Work, which is also part of our Terms.
1. This section contains the specific terms for Car Rental products and services. It applies as well as section A (which applies to all Travel Experiences).
1. The car rental pages on Booking.com and Rentalcars.com are operated by Booking.com Transport Limited. The company is registered in England and Wales (Number: 05179829) at the following address: 6 Goods Yard Street, Manchester, M3 3BG, United Kingdom. VAT number: GB 855349007. This means that you accept that the process of making a booking with Booking.com Transport Limited is governed by these Terms – although your actual rental will be governed by the Rental Agreement with your Service Provider (which you sign at pick-up).
2. When you book a rental, your booking is either (a) with us or (b) directly with the Service Provider. Either way:
Throughout Section D, “Service Provider” means the rental company that provides the car.
3. In most cases, you’ll get your booking Confirmation as soon as you complete your booking – but if the Service Provider doesn't confirm your rental immediately, we won’t take payment or send you your booking Confirmation until they’ve done so.
4. If there’s any discrepancy between these Terms and the Rental Agreement, the Rental Agreement will apply.
5. The Main Driver (the person whose details are entered during the booking process) is the only person who can change or cancel the booking or discuss it with us – unless they tell us they nominate someone else to do this.
1. We provide the Platform on which Service Providers can promote and sell their Travel Experiences, and you can search for, compare, and book them.
2. We don’t guarantee the precise make and model you’re booking (unless we expressly say so). The phrase “or similar” means you could get a similar car (i.e. the same size, type of transmission, etc.). So the car pictures are illustrative only.
3. Once you’ve booked your rental:
1. You must provide all the information we need to arrange your booking (contact details, pick-up time, etc.).
2. You must read and agree to comply with these Terms and the Rental Agreement – and acknowledge that if you breach them:
3. You must check your rental's specific requirements, as many details (driver’s license requirements, security deposit size, paperwork needed, payment cards accepted, etc.) vary by rental. Make sure you carefully read:
4. You must be at the rental counter by your pick-up time (note that some Service Providers have a pick-up “grace period” in case you are delayed). If you arrive after the pick-up time (and after the pick-up grace period, if any), the car may no longer be available, and you may not be entitled to a refund from the Service Provider. Check the Rental Agreement for further information (while you’re booking your car, be sure to check “Important info,” which informs you of any grace period and which you accept at checkout). If you think you might be late, contact the Service Provider or us, even if it’s because of a flight delay and you’ve provided your flight number.
5. The key terms of your rental tell you what the Main Driver needs at pick-up. You must ensure that when they get to the rental counter, they bring everything they need (e.g., driver’s license, required ID, and a credit card in their own name, with enough available funds to cover the security deposit).
6. You must make sure the Main Driver is both eligible and fit to drive the car.
7. You must show the counter staff each driver’s full, valid driver’s license, which they must have held for at least one year (or longer, in many cases). If any driver has penalties/points on their license, let us know as soon as you are aware of this, as the Service Provider may not allow them to drive.
8. You must ensure that any driver with a driver’s license issued in England, Scotland, or Wales obtains a license “check code” no more than 21 days before pick-up.
9. You must ensure that every driver has their own International Driving Permit (if they need one) as well as their driver’s license. All drivers must carry their driver’s license (and International Driving Permit, if necessary) at all times.
10. You must ensure that every child has an appropriate child seat if they need one.
11. You must, if anything goes wrong during your rental (accident, breakdown, etc.):
1. If payment is taken at the time of booking, Booking.com Transport Limited will be the merchant of record. For details of our payment processes, be sure to refer to “Payment” (A8).
2. In many cases, the Service Provider will charge a young driver fee for each driver under a certain age (e.g. 25). In some cases, they may charge a senior driver fee for each driver over a certain age (e.g. 65). When booking on our Platform, you must enter the Main Driver's age so we can show you details of any age-related fee(s) – which you would pay at pick-up.
3. In many cases, the Service Provider will charge a one-way fee if you drop the car off at a different location. If you intend to do this, you need to enter the drop-off location while booking so we can tell you if it’s possible and show you details of any one-way fee – which you would pay at pick-up.
4. In many cases, the Service Provider will charge a cross-border fee for taking the car to a different country/state/island. If you intend to do this, it's vital you tell us and/or the Service Provider as soon as you can (it must be before pick-up).
5. The price of your rental is calculated based on 24-hour units, so for example, a 25-hour rental will cost as much as a 48-hour rental.
6. If, after pick-up, you decide you want to keep the car for longer, be sure to contact the Service Provider. They’ll tell you how much this would cost, and you’ll enter a new contract with them. If you drop the car off late without agreeing on this in advance, they may charge an additional fee as well.
7. In some cases, you'll pay for any optional extras (car seats, GPS, winter tires, etc.) when you book your car – in which case, you’re guaranteed to get them at pick-up.
8. In other cases, you'll just request any extras when you book your car, in which case:
1. We go above and beyond our legal obligations. Even though local laws don’t require us to offer specific cancellation rights, we guarantee that we will honor our refund policy if you cancel your booking.
2. The following “Cancellation and Amendments” terms apply to all bookings apart from:
3. If you cancel:
4. The counter staff may refuse you the car if (for example):
For more on your Service Provider’s rules, refer to the “Important Information” that’s available while booking – or the Rental Agreement that you sign at the counter.
If they refuse you the car, call us straight away from the rental counter to cancel your booking, and we’ll refund what you paid, minus the cost of three days of your rental. Otherwise you won’t be entitled to a refund.
5. You can make changes to your booking anytime before you’re due to pick the car up.
6. In most cases, the easiest way to do this is via our app – or our website (under “Manage Booking”).
7. There is no administrative fee for changing your booking, but any changes you make may affect the rental price. Sometimes, the only way we can change a booking is to cancel it and make another one, in which case we may charge you a cancellation fee on the rental company’s behalf.
8. If changing your booking would change the price or incur a cancellation fee, we’ll tell you in advance.
9. If we/the Service Provider need(s) to change your booking (e.g. if the Service Provider can’t provide the car), we’ll tell you as soon as we can. If you don't accept that change, you’ll be entitled to cancel and claim a full refund (no matter how close the start of your rental is), but we’ll have no additional liability for any direct or indirect costs you may incur (e.g. hotel rooms or taxis).
1. In all cases, drivers must be at least a minimum age to rent or drive a car. In some cases, they must also be below a maximum age. The limit(s) can vary by service provider, location, and type of car.
2. Only eligible drivers whose names appear on the Rental Agreement may drive the car.
3. You must not take the car to a different country/state/island and/or drop it off at a different location without arranging this in advance.
4. If you pick your car up later (section D4.4) or drop it off earlier than agreed in your booking Confirmation, the Service Provider will not refund you for the “unused” time.
5. For information on reviews, ranking, how we make money, and more, check out How We Work, which is also part of our Terms.
1. This section contains the specific terms for Flights products and services. It applies as well as section A (which applies to all Travel Experiences).
1. Most Flights on our Platform are provided via a Third-Party Aggregator, which acts as an intermediary to the airline(s).
2. When you make a booking, it’s directly with the airline. We’re not a “contractual party” to your Booking. When booking, you enter into (i) an Intermediation Contract with the Third-Party Aggregator (for the ticket) and (ii) a Contract of Carriage with the airline (for the Flight itself).
3. If you book any extras (e.g. additional baggage, insurance, etc.), you’ll enter into a direct contract with the Third-Party Aggregator or another company. We will not be involved in this contract.
4. We act solely as the Platform and are not involved in the Third-Party Terms. We are not responsible for your ticket or any extras you may buy and (to the fullest extent permitted by law) have no liability to you in relation to your Booking.
1. We provide the Platform on which Service Providers can promote and sell their Travel Experiences, and you can search for, compare, and book them.
2. Once you’ve booked your Flight, your booking details (e.g. the names of the traveler(s)) will be provided to the Service Provider.
3. Depending on the Contract of Carriage, we may be able to help you change or cancel your booking if you want to do so. Contact us using the Help Center (available 24 hours a day) if you need help with anything.
1. You must fill in all your contact details correctly so we and/or the Service Provider can provide you with information about your booking and, if necessary, contact you.
2. You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at check-out) and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking.
1. When you book a Flight, your payment will be organized by us, by the Third-Party Aggregator (or a party specified by them), or by a third party such as an airline. For details of how we organize payments (including the related rights and obligations), be sure to check “Payment” (A8).
1. You’ll find the cancellation policy in the Contract of Carriage between you and the airline. It’s available while you’re booking your Flight and when your Flight is confirmed (on your “Manage Booking” page).
2. There may be a fee for changing or canceling your Flight.
3. Airlines reserve the right to reschedule or cancel flights in accordance with the airline’s terms and conditions, Contract of Carriage, or airline policies.
4. Different tickets from the same airline may have different restrictions or include different services. Make sure you read the full details provided during the booking process.
5. If you have any questions about changes, cancellations, or refunds, contact our Customer Service team.
1. Some airlines have “code share” agreements with other airlines. So you may buy your ticket from one airline (your “ticketing carrier”) but fly in a plane that’s owned by another airline (your “operating carrier”). In most cases like this, you’ll check in with your operating carrier, but confirm this with your ticketing carrier ahead of time.
2. While you’re booking your Flight, you’ll be informed if it’s a “code share” Flight.
3. Most airlines don’t allow people to buy tickets that include flights they don’t intend to use—for example, a round-trip ticket if the person doesn’t intend to use the return flight. For more examples, just enter “point-beyond ticketing,” “hidden-city ticketing,” or “back-to-back ticketing” into a search engine.
4. When you purchase a Flight, you agree not to do this. If you do this in breach of the airline’s terms (provided when you make your Booking), you will reimburse us for any difference between the cost of your actual journey and the cost of the full journey specified on your ticket(s) if the airline claims this from us.
Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for compensation of the airline's choosing. If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions, including failure to comply with the carrier's check-in deadline, persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and each airline's boarding priorities are available at all airport ticket counters and boarding locations. Some airlines do not apply these consumer protections to travel from some foreign countries, although other consumer protections may be available. Check with your airline or your travel agent.
5. Most airlines require customers to use their flights in order. So, if you don’t take your first Flight, your airline may automatically cancel the rest of your itinerary.
6. If your airline allows you to “skip” any flights in your itinerary, make sure you cancel the flight(s) you don’t want, which is in line with the cancellation policy. You may not be entitled to a full refund (or any refund) for these unused Flights.
7. If you buy two one-way tickets rather than a single round-trip ticket:
8. If you’re traveling abroad, you may need to prove to the Check-in and/or Immigration staff that you have a return Flight (check “International travel” for more on passports, visas, etc.).
9. Your fare will include any taxes and fees charged by an airline or government (except entry/exit fees – check “Entry/exit fees”). You may be responsible for dealing with any retroactive change in the tax rate.
10. Depending on which Flight you choose, you may be charged a service fee by us and/or the Third-Party Aggregator.
11. The price of your ticket will include any service fee(s).
12. You must act in your role as a private consumer to purchase Flights products and services on our Platform. A private consumer is, as opposed to a business, a natural person who enters into a legal transaction for purposes which are predominantly outside its commercial and/or self-employed activities.
13. Your airline may charge for checked baggage, excess/overweight baggage, priority boarding, allocated seating, onboard entertainment, food and drink, and/or airport check-in.
14. If they do, the charge(s) will be on top of the price of your ticket (unless it’s expressly stated that your Flight included the extra(s)).
SPECIAL BAGGAGE LIABILITY LIMITATIONS FOR U.S. TRAVEL: For domestic travel wholly between U.S. points, federal rules require any limit on a carrier’s baggage liability to be at least US$3,800 per passenger, or the amount currently mandated by 14 CFR 254.5.
You must comply with all applicable airline boarding requirements, including check-in time limits and time limits for when you must present yourself at the gate. You must ensure that you present yourself at the airport with enough time to complete all boarding requirements.
Failure to comply with boarding requirements may result in the airline canceling your itinerary.
15. It’s your responsibility to:
16. By arranging travel to or from any location, we are not guaranteeing that it is without risk and, to the fullest extent permitted by law, we will not be liable for any resulting damages or losses.
17. It’s not a common practice, but international law allows “disinfection” of aircrafts to kill insects. To do this, personnel might spray the aircraft’s cabin with an aerosol insecticide while passengers are on board, or treat its interior surfaces with a residual insecticide while they’re not on board. Before you travel, we advise you to find out about disinfection, including where it might happen.
Advice to international passengers on limitations of liability:
Passengers embarking upon a journey involving an ultimate destination or a stop in a country other than the country of departure are advised that the provisions of an international treaty (the Warsaw Convention, the 1999 Montreal Convention, or other treaty), as well as a carrier’s own contract of carriage or tariff provisions, may be applicable to their entire journey, including any portion entirely within the countries of departure and destination. The applicable treaty governs and may limit the liability of carriers to passengers for death or personal injury, destruction or loss of, or damage to, baggage, and for delay of passengers and baggage.
Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the carrier’s liability under an international treaty. For further information, be sure to consult your airline or insurance company representative.
Dangerous Goods/Hazardous Materials
U.S. Federal law forbids transporting hazardous materials aboard aircraft, whether in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives, and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, bottled oxygen, and radio-pharmaceuticals. Lithium batteries are not allowed in checked luggage. There are special exceptions for small quantities (up to 70 ounces total) of medicines and toiletries carried in your luggage, and for certain smoking materials carried on your person.
For further information, contact your airline or visit https://www.faa.gov/hazmat/packsafe/.
18. Fees charged by countries or airports to persons entering/leaving the country are not covered by your fare. Before you travel, we advise you to find out if you’ll have to pay this kind of fee.
19. If your flight is delayed or canceled or you’re denied boarding, you may be entitled to compensation/assistance under EU Regulation 261/2004 if:
20. If there’s an accident that happens within the EU, EU Regulation 889/2002 might apply to you.
21. EU Regulation 1107/2006 provides certain rights for people who are disabled or have reduced mobility.
22. For information on reviews, ranking, how we make money, and more, check out How We Work, which is also part of our Terms.
1. This section contains the specific terms for Private and Public Transportation products and services. It applies as well as section A (which applies to all Travel Experiences).
1. When you pre-book Private or Public Transportation, your booking will be directly with the Service Provider or via a Third-Party Aggregator who will allocate your booking to a Service Provider. In all cases, our Terms will govern the booking process.
2. Pre-Booked Private Transportation. You and the Service Provider both agree to comply with these Terms. By making a booking, you are confirming that you have read and accepted the Service Provider or the Third Party Aggregator’s terms (where applicable). Not all Service Providers have their own terms, but you’re welcome to check out all the terms that we’ve been provided.
3. Public Transportation. You’ll be provided with the Service Provider’s terms during the booking process. If there is any discrepancy between their terms and our Terms, their terms will apply.
1. We provide the Platform on which Service Providers can promote and sell their Travel Experiences, and you can search for, compare, and book them.
2. Once you’ve made your booking, we’ll give the Service Provider your details (e.g. your name, phone number, and pick-up location).
3. All Private Transportation: We’ll give you the Service Provider’s contact details.
4. Pre-Booked Private Transportation: We’ll make sure the Service Provider knows what size vehicle you’ve requested.
5. Public Transportation: We’ll give you (or tell you how to collect) your ticket(s).
1. You must check the details of your booking carefully, and provide all the information we need to arrange your booking (your requirements, contact details, etc.).
2. You must make sure everyone in your group complies with our Terms and (where applicable) the Service Provider’s terms, which you saw and accepted during the booking process. You acknowledge that if you breach them:
3. Bear in mind that estimated journey times don’t take traffic conditions into account.
4. All Private Transportation: You must make sure all passengers are at the pick-up location on time.
5. All Private Transportation: At and around your pick-up Time, you must have the phone (whose number you entered when you made your Booking) switched on and able to receive calls/texts, in case the driver needs to contact you. We can't guarantee they’ll be able to reach you through messaging applications such as WhatsApp or Viber.
6. Pre-Booked Private Transportation: For any airport pick-up, you must give us your flight details at least 24 hours before your pick-up Time so your Service Provider can adjust the pick-up Time if your flight is delayed. If they can’t provide Private Transportation following a flight delay or cancellation, contact our Customer Service team.
7. Public Transportation: You must make sure all passengers arrive on time, leaving enough time to collect tickets if necessary.
8. You must be 18 or older to make a booking, and any passenger under 18 must be accompanied by a responsible adult.
9. You must make sure no passenger behaves inappropriately (e.g. being abusive or doing anything that might endanger someone).
10. You must make sure you choose Public/Private Transportation that’s suitable (in terms of party size, amount of luggage, accessibility requirements, etc.).
1. Booking.com Transport Limited will arrange the payment for your Booking. For details of our payment process, be sure to refer to “Payment” (A8).
2. Pre-Booked Private Transportation: Price includes any tolls, congestion charges, taxes, and peak surcharges. Payment is taken at the time of booking. Price for Shared Pre-Booked Private Transportation Services will be per seat.
3. Public Transportation: Payment is taken when your booking is confirmed. Before departure, the Service Provider may need to check your ticket(s)/e-ticket(s). Keep it/them with you at all times, or you might have to pay again.
4. The Service Provider/driver doesn’t have to agree to any changes to the Journey that you request in person. If they do, they may charge extra.
1. In most cases:
2. If your Service Provider or Third-Party Aggregator has a different cancellation policy (which you’ll review while booking), their policy will apply instead.
3. We and/or the Service Provider may cancel the booking with little or no notice, but this would only happen in very specific situations. For example, if:
4. Where multiple tickets have been purchased for Shared Pre-Booked Private Transportation, if you cancel, all tickets will be canceled.
5. Pre-Booked Private Transportation: Your confirmation email will tell you how much notice you need to give (ahead of your pick-up Time) to request any changes to your booking (such as location or time).
6. Public Transportation: You cannot change your booking once it’s confirmed.
7. If we/the Service Provider need to change your booking (for example, if there’s a strike that interferes with your journey), we’ll tell you as soon as we can. If you then decide to cancel:
Either way, neither we nor the Service Provider will be liable for any costs you may incur (e.g. alternative transportation, hotel rooms).
8. Where multiple tickets have been purchased for Shared Pre-Booked Private Transportation, if you amend the booking, all tickets will be amended.
9. If you wish to apply for a refund, you must do so in writing no more than 14 days after your pick-up time.
10. Any refund may take up to five business days to arrive in your account.
11. All Private Transportation: If your driver isn’t at the pick-up location on time, you can apply for a refund, and we’ll investigate this for you.
12. All Private Transportation: You won't be entitled to a refund if your ride doesn't go ahead as planned because:
1. Review your confirmation email to check how long the driver will wait at the pick-up location.
2. If anything needs to be repaired or cleaned because someone in your group has done something unreasonable or is in breach of these Terms, you will be responsible for the cost of repairs/cleaning.
3. For information on reviews, ranking, how we make money, and more, be sure to check out How We Work.
We do not (re)sell, offer, or provide any cruises on our own behalf. Booking.com Cruises are offered and sold by World Travel Holdings, Inc. (“WTH”). When you phone Booking.com Cruises or visit https://cruises.booking.com, you are interacting directly with WTH. When you book a cruise, you are entering into a contract with WTH, and you are subject to WTH’s Terms & Conditions. Booking.com is not responsible for your cruise and (to the fullest extent permitted by law) has no liability to you in relation to your booking.
“Account” means an account (with Booking.com or a Group Company) through which you can book Travel Experiences on our Platform.
“Accommodation” means the provision of an accommodation service by a Service Provider (throughout Section B, “Service Provider” means the provider of the accommodation service).
“Attraction” means the provision of an Attraction service by a Service Provider (throughout Section C, “Service Provider” means the provider of the Attraction service).
“Attraction service(s)” includes, but is not limited to, tours, museums, attractions, activities, and experiences.
“Booking” means the booking of a Travel Experience on our Platform, whether you pay for it now or later.
“Booking.com,” “us,” “we,” or “our” means Booking.com B.V. (for accommodation, flights, or attractions) or Booking.com Transport Limited (for any ground transport service). Corporate contact
“Booking Confirmation” (in the “Car rentals” section) means the confirmation email and voucher we send you, explaining the details of your Booking.
“Booking Network Sponsored Ads” means our program that lets Accommodation Service Providers bid through a third party (Koddi) for their product to appear in second place when your search results are ordered by “Our top picks.”
“Cash Credits” means a benefit with a monetary value that you can “cash out” to the Payment Method that we have on file for you, or put toward the cost of a future Travel Experience.
“Contract of Carriage” means the contract between you and the Service Provider, which deals with your Flight.
“Credits” means a benefit with a monetary value. There are “Cash Credits” and “Travel Credits.”
“Credit Card Cashback” means a benefit with a monetary value that can be cashed out to the credit card that we have on file for you, but can’t be put toward the cost of a future Travel Experience.
“Connectivity Provider” means a company that allows properties and Booking.com to communicate accommodation information and customers’ booking data.
“Currency Conversion Rate” means the rate that we use to convert currency; this is currently the WM/Refinitiv Closing Spot Rate, but this may change.
“Eligible Booking” means a booking that meets the criteria to qualify for a Reward.
“Flight” means the provision of a flight by a Service Provider (throughout Section E, “Service Provider” means the airline).
“Group Company” means an affiliate of Booking.com – either a direct shareholding of Booking.com or part of the Booking Holdings Inc. group.
“Individual Reward Criteria” refers to rules that apply to certain Rewards, in addition to the general “Rewards, Credits & Wallet” terms (A14).
“Intermediation Contract” (in the “Flights” section) means the contract between you and the Third-Party Aggregator, which deals with the way they arrange your Flight ticket (and, in some cases, any extras) with the airline or another company.
“Main Driver” means the driver whose details were entered during the booking process.
“Pay In Your Own Currency” is the payment option that we sometimes offer when a Service Provider doesn’t use your currency. This option lets you pay in your currency instead.
“Payment Method” means the method used to pay for a booking, which might be a credit/debit card or an alternative payment method.
“Pick-up” (in the “Car rentals” section) means the process at the start of your rental, when you provide the required ID and other documentation, pay for any fees and additional extras, enter into the Rental Agreement, and collect your car.
“Pick-up Time” (in the “Car rentals” section) means the (local) date and time you’re due to pick up your car, as stated in your booking Confirmation.
“Pick-up Time” (in the “Private and Public Transportation” section) means the (local) time when a Pre-Booked Private Transportation is due to reach the pick-up location.
“Platform” means the website/app on which you can book Travel Experiences, whether owned or managed by Booking.com B.V., Booking.com Transport Limited, and/or a third-party affiliate.
“Pre-Booked Private Transportation” means a private vehicle (including Shared Pre-Booked Private Transportation) that you request at least 30 minutes before you arrive at the pick-up location.
“Private Transportation Journey” means the private transportation journey as set out in the booking (including any changes after the booking was made).
“Public Transportation” means trains, buses, trams, and other types of public transportation.
“Public Transportation Journey” means the public transportation journey as set out in the booking (including any changes after the booking was made).
“Rental” (or “Car Rental”) means the provision of a car by a Service Provider (throughout Section D, “Service Provider” means the rental company that provides the car).
“Shared Pre-Booked Private Transportation” means vehicles shared with other travelers where you purchase an individual seat(s) for the provision of the Services.
“Rental Agreement” means the contract between you and the Service Provider, which you sign at pick-up. You’ll be provided with a summary of the key terms during the booking process.
“Rewards” means a benefit that you are promised. In most cases, Rewards will be Travel Credits, Cash Credits, Credit Card Cashback, or a voucher for an item of some kind.
“Service Provider” means the provider of a travel-related product or service on the Platform, including but not limited to the owner of a hotel or other property (for an “accommodation” Booking), a museum or park (for an “attraction” Booking), or a car rental company or airline (for a “transportation” Booking).
“Services” (in the “Private and Public Transportation” section) means the provision of a Public Transportation Journey or Private Transportation Journey.
“Terms” means these terms of service.
“Third-Party Aggregator” means a company that acts as either (a) an intermediary between you and the Service Provider or (b) a reseller of the Travel Experience.
“Third-Party Terms” (in the “Flights” section) means both the Intermediation Contract with the Third-Party Aggregator (for the ticket) and the Contract of Carriage with the airline (for the Flight itself).
“Travel Credits” means a benefit with a monetary value that you can put toward the cost of a future Travel Experience but can’t “cash out.”
“Travel Experience” means one of the travel-related products or services on the Platform.
“Upfront Payment” means a payment that you make when you book a product or service, rather than when you actually use it.
“Wallet” means a dashboard in your Account that shows your Rewards, Credits, and other incentives.
DATE: August 25, 2025