Use Booking.com safely
We're constantly evaluating online threats and strengthening our security in order to stay ahead. We use established security procedures to protect your Booking.com account.
As a user of our platform, you can keep your accounts and identity protected by looking out for emails that contain links and/or attachments, emails that ask you to sign in, or emails that ask you to enter personal or financial information. If you spot suspicious activity or emails, don’t just delete it – report it to us immediately at email@example.com.
2FA (two-factor authentication) adds an additional layer of security to your account. In the event that your username and password are compromised, Booking.com will send a unique verification code to your mobile device that must be submitted before granting access to your account.
Our Customer Service representatives will only ask you to share your reservation ID and/or reservation PIN. You shouldn't be asked to provide the password for your Booking.com account or other sensitive financial info, such as your credit card number.
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Choosing a safe destination
In some countries, your host may request to either keep a copy of your ID or to collect the original document as a deposit, due to tax purposes or local regulations. In some countries, you may be asked to show a marriage certificate in order to stay in the same room as your spouse.
It’s always a good idea to research government travel advisory info ahead of time or to check with your embassy for any travel warnings or special visa requirements. Be aware of the phone numbers for emergency services in your destination. Check the food and water regulations – before you drink tap water, make sure it's safe.
As the world of travel continues to evolve, considerations about health and cleanliness are now top of mind more than ever. The health and safety of our guests and the partners they stay with is a priority for us. That’s why we’ve put together some useful tips and helpful resources to give you peace of mind as you prepare for future trips.
Finding the right property
Check the policy details of the property carefully before booking, including the payment and damage deposit policies and the additional fees section. If a host asks you for a payment that isn't outlined in the policy, don’t send it. No legitimate transaction (e.g. payments and/or reservation changes) will ever require you to pay with gift cards or to share your credit card details by phone, text message, or email. You can find all the policies in the "House Rules" section of the property you're considering (located above the photos on their property page).
Look at feedback from previous travelers, including detailed reviews and ratings for things like cleanliness and facilities. Travelers can only leave a review after they complete their stays, so you can feel confident that feedback is based on real experiences.
Take advantage of multiple search filters—from price and property types to facilities—to find the right fit for you. Pay special attention to the amenities, house rules, payment info, and cancellation policies when reading the listing details.
If you’re traveling with young children, make sure there's sufficient childproofing at the property you’re booking.
Preparing for your trip
Find the correct info on prepayments, damage deposits, and more in your Booking.com confirmation email. If you receive payment requests with a sense of urgency (e.g. "transfer the money to a bank account within 24 hours or the booking will be canceled") or a property insists on communicating outside the Booking.com platform, reach out to our Customer Service team for further support.
Get your questions answered before you book or stay. For certain properties, you can reach out through our "Contact the host" option. Alternatively, you can send the property a special request when you book. Always make sure to use our platform messaging system to make everything clearer for all involved.
We have different property types (e.g. apartments, bed & breakfasts, and hotels) on our site. If you book a shared accommodation, you can expect other travelers to be present. If you book an apartment, there might not be a 24/7 reception.
Having an amazing trip
Once you arrive to the property, check where all the relevant emergency equipment and safety info is located. If you can't find something like the first aid kit or fire extinguisher, don’t hesitate to ask your host. It’s always better to be prepared.
While staying at the property or using other services with Booking.com, be considerate of the local community. Try to limit any noise that could disturb the neighbors, respect local laws or traditions, and be mindful of your impact on the environment.
What if something goes wrong
Local emergency services
We're constantly looking into new ways to support both our travelers and partners if things go wrong. Our team works with government officials and organizations around the world to support relief efforts.
Whenever there's a natural disaster or a severe security-related event, you'll receive an email asking you to confirm if you're safe (if you have an active reservation at the time of the incident). If your reservation is upcoming rather than active, we'll work with our teams to cancel it when appropriate. When necessary and on a case-by-case basis, we'll assist with relocating you.
In the unlikely event that something goes wrong, we're here for you. In this section, you'll find guidelines to follow if an issue arises, as well as the steps we'll take to look after you.
Your first step should be to contact your host or a staff member at the property to try resolving the issue with them. If that fails, Customer Service is always on hand to help with the unexpected. They can be most effective if they're contacted while you're still at the property.
Reach out to your host or Customer Service through our messaging system. Remember, Booking.com should only be contacted through our official communication channels listed on our site and apps. No legitimate transaction (e.g. payments, reservation changes) with Booking.com will ever require you to pay with gift cards or to share your credit card details by phone, text message, or email.
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