Get quick help

Question 1

I’ve been incorrectly charged. What should I do?

Answer

If Booking.com charged you incorrectly: Please go to the Help Centre. We'll likely need a copy of your bank statement showing the incorrect charges as well as your booking confirmation number and PIN code.

If the property charged you incorrectly: Please reach out to the property directly for help.

Question 2

Where can I confirm that I’ve paid for my booking?

Answer

You’ll find your payment confirmation in your confirmation email. From the email there is also an option to download a payment confirmation PDF.

Question 3

Where can I see the payment policy for my booking?

Answer

Booking.com will charge your card for the total price of the booking when you book. If you are looking for more information about your payment, please check your confirmation email.

Question 4

I’ve been charged. Do I need to do anything?

Answer

No, you don’t need to do anything. We charged you for the price of the booking. If there are additional taxes or charges this information should be displayed on the property page.

Question 5

Will I need to pay anything additional upon arrival?

Answer

Sometimes, you are expected to pay taxes and charges upon arrival. If this is the case, the amount is stated before you book and in your confirmation email. If no amount is stated, you should not pay anything upon arrival.

If the property requests money from you and you believe this is incorrect, please go to the Help Centre for further support.

Question 6

How do I add my booking to my account?

Answer

Unfortunately it's not possible to add this booking to your account. We're working on a way to make this possible in the future.

Question 7

Are meals included in my booking?

Answer

Your confirmation email will list if any meals are included or not included. Depending on the property it may be possible to add a meal plan upon arrival. Please contact the property directly 1-2 days before your stay to find out more.

Question 8

Upon arrival, the room/accommodation I was given did not match what I booked. What should I do?

Answer

Please go to the Help Centre. You'll likely need to send our Customer Service team a screenshot of the mismatched information and if you had to pay any extra fees, a receipt as proof of payment.

Question 9

My booking has been cancelled, when will I be refunded?

Answer

If your booking has been cancelled, Booking.com refunds you immediately. The processing time may take 7 to 12 days and depends on your bank. If you have questions, contact your bank directly.

Question 10

Can I cancel my booking?

Answer

If your booking is non-refundable you cannot cancel. If your booking is free cancellation or partially refundable, check your confirmation email or confirmation page in the Bookings section of your account for the cancellation costs.

Question 11

Can I make changes to my booking?

Answer

It's not possible to make any changes to your booking. This includes actions like changing the stay dates, guest name or email address.

Question 12

Why was my booking cancelled or declined?

Answer

Because this booking is facilitated by a partner company, the property may be overbooked. If that's the case, the partner notifies us. Next, we refund you and cancel your booking.

The processing time may take 7 to 10 days and depends on your bank. If you have questions, contact your bank directly.

Question 13

If I need to cancel my booking, will I pay a fee?

Answer

If your booking is non-refundable, you cannot cancel or make changes. If your booking is free cancellation or partially refundable, check your confirmation email or confirmation page in the Bookings section of your account for the cancellation costs.

Question 14

How do I know if my booking was cancelled?

Answer

After you cancel a booking with us, you should receive an email to confirm the cancellation. Check your inbox and spam/junk mail folders.

If you’ve received an email from Booking.com cancelling your booking, your booking has been cancelled and we’ve refunded you. The processing time depends on your bank. If you have questions, contact your bank directly.

Question 15

Where can I find the cancellation policy?

Answer

You can find this in your booking confirmation email.

Question 16

Can I use a coupon or promotional link to make this booking?

Answer

No, this booking can't be made with rewards or incentive programmes. Even if you use a unique link or code to make this booking, you won't be rewarded for this stay.

Question 17

Can I use this booking towards my Genius level or membership?

Answer

No, this booking does not count towards your Genius bookings or membership level.

Question 18

Is this booking eligible for We Price Match?

Answer

No, this booking is not eligible for We Price Match.

Question 19

Can I use credit to make this booking?

Answer

No, it’s not possible to use travel credit towards bookings facilitated by partner companies. Please choose a different room or rate.

Question 20

I’ve paid for my booking but I haven’t received an email to confirm. What should I do?

Answer

You'll get a confirmation email once your booking is confirmed. This should only take about two minutes but sometimes can take longer. Please check your spam/junk mail folders for this email, it may be there by mistake. If you still haven't received any emails, reach out to our Customer Service team.

Question 21

Can you resend my confirmation email?

Answer

We always resend your confirmation email a few days before check-in. If you have a Booking.com account, you can also find your confirmation under the Bookings section in your account. If you still need us to resend your confirmation email please reach out to our Customer Service team.

Question 22

I cannot find my confirmation email, what should I do?

Answer

First check your inbox and spam/junk mail folders, it may be there by mistake. If you have a Booking.com account, you can also find your confirmation under the Bookings section in your account.

Question 23

Why and how long do I need to wait for my booking to be confirmed?

Answer

We'll need to check with our partner company to make sure your selection is still available. We do our best to let you know within two minutes via email. Please check your spam/junk mail folders in case this email is there by mistake.

Question 24

My booking is still not confirmed, what should I do?

Answer

You’ll get an email to let you know if your booking is confirmed within several minutes. Please check your inbox and spam/junk mail folders for this email. If you still cannot find the email, please reach out to our Customer Service team.

Question 25

My confirmation number does not work when I call Customer Service, what should I do?

Answer

If you've contacted us by phone, the confirmation number may be too long to register correctly. Instead, go to the Help Centre. If you're already talking with a Customer Service agent, let them know this is an offer facilitated by a partner company, or a Partner offer.

Question 26

The property is overbooked and/or cannot find my booking. What should I do?

Answer

Please visit the Help Centre as soon as possible.

Question 27

How can I request an extra service from the property?

Answer

If you’d like to request an extra service like an extra bed, early check-in or transportation to the property, please contact the property directly 1-2 days before arrival. There is no guarantee, but they may be able to help.

Question 28

How can I request an early or late check-in or check-out?

Answer

If you’d like to request an early or late check-in or check-out, please contact the property directly 1-2 days before arrival. There is no guarantee, but they may be able to help.

Question 29

How do I get more information about property’s facilities?

Answer

Click the property name on the confirmation page to visit the property page. You'll see a complete list of property facilities there.

Question 30

Can I change the guest name for this booking?

Answer

It’s not possible to change any personal details like the guest name or email address.

Question 31

Can I get extra beds/cots for child(ren)?

Answer

It depends on the property’s policy. Typically, additional costs for children (including extra beds/cots) are not included in the price. Please contact the property directly 1-2 days before your stay to find out more.

Question 32

I cannot find my booking in my account, what should I do?

Answer

If you were signed in when you made your booking, the booking should appear in the Bookings section of your account.

If you were not signed in when you made your booking, the booking will not appear and you cannot add this booking to your account.

If you don’t have an account or you were not signed in when you made your booking, please check your email for your confirmation email.

Question 33

How do I add my booking to my account?

Answer

Unfortunately it's not possible to add this booking to your account. We're working on a way to make this possible in the future.

Question 34

Are meals included in my booking?

Answer

Your confirmation email will list if any meals are included or not included. Depending on the property it may be possible to add a meal plan upon arrival. Please contact the property directly 1-2 days before your stay to find out more.

Question 35

Upon arrival, the room/accommodation I was given did not match what I booked. What should I do?

Answer

Please go to the Help Centre. You'll likely need to send our Customer Service team a screenshot of the mismatched information and if you had to pay any extra fees, a receipt as proof of payment.

Question 36

What is a Partner offer?

Answer

To offer you more competitive prices, we sometimes partner with other companies. These offers are always paid for in advance and cannot be booked in combination with other offers. Additionally, any changes to your personal or booking details after booking are not possible.

Question 37

How do you keep my personal details safe when working with partner companies?

Answer

We only provide partner companies (Trip Providers) with the information necessary to complete your booking. Please read our Privacy statement for full details.

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Get quick help

Answers to the most common questions from our guests

I’ve been incorrectly charged. What should I do?

Where can I confirm that I’ve paid for my booking?

Where can I see the payment policy for my booking?

I’ve been charged. Do I need to do anything?

Will I need to pay anything additional upon arrival?

How do I add my booking to my account?

Are meals included in my booking?

Upon arrival, the room/accommodation I was given did not match what I booked. What should I do?

My booking has been cancelled, when will I be refunded?

Can I cancel my booking?

Can I make changes to my booking?

Why was my booking cancelled or declined?

If I need to cancel my booking, will I pay a fee?

How do I know if my booking was cancelled?

Where can I find the cancellation policy?

Can I use a coupon or promotional link to make this booking?

Can I use this booking towards my Genius level or membership?

Is this booking eligible for We Price Match?

Can I use credit to make this booking?

I’ve paid for my booking but I haven’t received an email to confirm. What should I do?

Can you resend my confirmation email?

I cannot find my confirmation email, what should I do?

Why and how long do I need to wait for my booking to be confirmed?

My booking is still not confirmed, what should I do?

My confirmation number does not work when I call Customer Service, what should I do?

The property is overbooked and/or cannot find my booking. What should I do?

How can I request an extra service from the property?

How can I request an early or late check-in or check-out?

How do I get more information about property’s facilities?

Can I change the guest name for this booking?

Can I get extra beds/cots for child(ren)?

I cannot find my booking in my account, what should I do?

How do I add my booking to my account?

Are meals included in my booking?

Upon arrival, the room/accommodation I was given did not match what I booked. What should I do?

What is a Partner offer?

How do you keep my personal details safe when working with partner companies?

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