Contact Booking.com Customer Service
Customer Service Hours
Pro Tips whilst in contact with Booking.com:
When looking for a hotel and trying to avoid paying any charges or a deposit up front, check the details of the hotel – some hotels require payment on arrival and a free cancellation.
If you think you might need to change reservation details or cancel your booking, make a note of the date that you are able to cancel before, to avoid any cancellation fees.
Have a look at the “Hotel Policies” section in the hotel’s details to check any information on extra beds and cots for children.
Many hotels offer a free service and children stay free at many hotels too. If you are arranging extra beds, Booking.com suggest calling the hotel before you arrive, to ensure everything is in place.
Make a reservation with someone else’s card if you don’t have one. You can do this by having permission, then confirming the card holder’s name and any further details required to make a booking and subsequent payment.
You need to fill this information out in the “Special Requests” box at the time of making a reservation.
Frequently asked questions:
Is it possible to change my reservation?
Typically yes, just use the “My booking.com” option on your account online or cancel from your confirmation email.
Check the policy of the hotel to see if there are any fees related to cancellations or changes made to your bookings.
Do I need to have a credit or debit card to make a reservation?
The answer to this is not necessarily. The majority of hotels and properties on booking.com and worldwide require a credit card to reserve a stay, but there are some properties which don’t require this.
It is worth noting that it may be more difficult to find a hotel or property with this policy and in turn it could make your stay more difficult and less convenient.
Another option is to use someone else, for instance a friend or partner that you trust’s credit card to book the room you desire.
If this is the case, remember to note down that you have gained lawful permission to use this person’s credit card if you book the stay under your name. Contact Booking.com if you require additional assistance.
Will I be notified when my booking is confirmed?
Yes, you will be directed to the conformation page as soon as your booking is complete. You will also receive a confirmation email and you are able to check the status of your booking by logging in to your Booking.com account anytime.
Will I get a quote for the hotel(s) I’m interested in?
Enter the dates you wish to book, select any available options directly from the search facility on Booking.com and the results will show with the prices clearly listed. You can sort the search results depending on which priority applies most to you.
Can I call the hotel before I arrive?
Yes. When you have completed your reservation you can see the contact details for the hotel in the online booking confirmation on your account. If you need to call the hotel before you book, check the information in the details of the hotel online.
If you don’t see the details listed there, call the Booking.com contact number and they will be able to assist you further.
Are there any hidden charges or costs?
Everything listed under the room type, is included in the price. Just click on the room name to to see the facilities available for that particular booking. Hovver the cursor over the writing in the column called “Conditions”.
Information regarding these charges are also available in your account on Booking.com and also in your confirmation email. If you have additional queries call Booking.com customer services.
I’ve made a booking that I wish to cancel, how do I do that?
It’s possible to cancel your booking with booking.com although there may be a cancellation fee, this is the responsibility of the property or hotel that you booked with.
When you made the booking, you may have received a cancellation policy which states clearly what the responsibility in terms of fees is when you cancel your booking, so you may wish to check that document before you complete the cancellation.
Cancelling can be done online or by calling the Booking.com number above.
Many times booking.com offers free cancellation, but you will need to check as if a certain amount of time has passed or if your booking is very soon it may be non-refundable.
I have a non-refundable booking but I need to change the dates, can I do that?
Unfortunately if your booking comes under being not-refundable then you will be unable to change any dates or cancel it without paying a charge which is decided by the hotel or property that you booked with.
I think I’ve cancelled my booking but how can I make sure?
If you’ve cancelled a booking with booking.com it is likely that you will receive an email confirmation that you’ve cancelled the booking. Remember that you should check all of the folders in your email account as sometimes these mails can be mislabelled and end up in your spam folder.
Should it be more than a day (minimum twenty four hours) since you tried to cancel the booking and you still have received no email then you may wish to call the Booking.com phone number to find out for sure and gain more information on your booking circumstances.
When will my credit card be charged for making a booking?
This depends on the property or hotel that you’ve booked with. It might be the case that the hotel puts what’s called a prepayment block on your card, where they ‘reserve’ the amount on the card until after you leave the hotel.
When you leave the property they will release the ‘hold’ placed on the property. You should always contact the property and ask about how you’ll be asked to pay.
When I book with booking.com, what extra fees are included in my booking?
If you see additional charges, taxes, or fees when you make a booking, they should be explained clearly and follow the rules of the property and the legislation and laws of the country you’re staying in. It’s worth noting that booking.com actually does not charge any booking fee.
How do I pay for my stay before I arrive?
It may only be possible in some cases to do this, and it depends a lot on the property’s rules. To find out you should make an effort to talk to the hotel or place you’re staying directly and find out what their regulations and/or payment preferences are.
I booked with a credit card but I’d like to pay for my stay either in cash or with a different card, can I do that?
It’s probable that you’ll be able to pay either with cash or with a different credit card but this depends wholly on the place that you’ve booked, as different hotels, guesthouses, or properties have different rules on payment that they determine themselves.
If you have a special requirement about this then you should get in touch with the property or with the Booking.com customer service number to find out more about how your payment method can be accommodated.
If I don’t have to pay until I stay, why do I need to give my credit card details?
There is a good reason for places featured on booking.com to request your credit card details prior to your arrival. It’s important that they, in some cases, put a pre-authorization on your card.
This is a way of checking that you have enough money to pay for the booking you’ve made, where they check that your card is valid and has enough money in your account or credit to pay for it. After you complete your stay, the amount will be returned to your account as normal, although the period of this happening depends on the property themselves.
My booking said I wouldn’t have to pay straight away, but I’ve been charged. What do I do now?
This may not be a charge, but could be a pre-authorization as stated above to ensure that your method of payment is valid and that you have enough money. This will be returned to you later on. It could also be the case that you’ve had to make a prepayment or make a deposit to reserve your booking.
It should say clearly if this is required when you receive your email confirming your stay.
If you’ve booked a place that has free cancellation then the deposit or prepayment will be paid back to you in the event that you have to cancel your stay.
I am travelling with children and I will need an additional bed, can I ask for one for free?
This depends completely on the property’s policy. It’s worth noting that you can get in touch with the property to ask this, and there is a ‘special requests’ area when you make a booking, but there could be additional fees involved which are not covered when you make a booking.
Remember to call ahead of time to confirm your special request and ensure that you’re aware of any other associated costs that may be involved.
What is the difference between a Double Room and a Twin Room?
A Double Room has one double/full bed and a Twin Room has 2 twin beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bed-type preference in the “Special Requests” box during the booking process.
What does non-refundable mean?
This refers to a room policy that is enacted when you make a booking of a property through booking.com. If the policy is non-refundable it means that once you have completed the booking process for the room you will have to pay a fee (which could be the entire fee for the stay or less) to make amendments, changes, or to cancel your booking.
You will get confirmation of how much the fee is when you book and your booking tells you that it’s non refundable.
In addition, the opposite of this is free cancellation, which is offered by many properites on booking.com. Free cancellation is a simple process which means that should you be unable to take the trip you’ve booked for whatever reason, you will not pay any fee as long as you make the cancellation within a specified time that the property sets by themselves.
It could be that you have up to a week before the date of your stay to cancel free of charge, longer, or shorter. You may wish to check the policy carefully of the booking when you make it. You can also call the Booking.com telephone number above.
Booking.com Contact Postal Address
Postbus 16391000 BP Amsterdam