What to do if something goes wrong for partners

What to do if something goes wrong

In the unlikely event that something goes wrong, we're always here for you. This section lays out the guidelines to follow if any issues come up, as well as the steps we'll take to support you.

If anything unexpected happens and you need assistance with your reservation, our Customer Service is always available to help out. Your first step is to contact your host or property staff and try to resolve any issues with them. Here are some other escalation procedures to follow:

Lost and found

If guests accidentally leave something behind, let them know.

Keeping your damage deposit

If you already collected a damage deposit, you’re within your rights to keep it when it's proven that a guest caused the damage.

Guest misconduct

  • Report it to law enforcement first. In the case of abusive behavior from a guest—whether verbal or physical—contact law enforcement immediately.
  • Report it to us. In the unlikely event of abusive behavior, guest misconduct, or any other illegal activities, it’s essential that we know. Report it to us, so we can protect you and our other partners in the future.

Disaster relief efforts

We're constantly looking into new ways to support our partners and guests when things go wrong. Our team works with government officials and organizations around the world to support relief efforts on the ground.

If there's ever a natural disaster or severe emergency, Booking.com will assess the event's impact on you as part of our crisis response. You also can expect us to reach out to confirm that you're safe and still able to welcome guests.

This article is intended for information purposes only and does not constitute legal advice, rights, or a guarantee​. ​​You may need to take additional precautions depending on individual circumstances.