Frequently Asked Questions

Below are all of our Frequently Asked Questions.
To move more quickly to the topic you are interested in, select one of the following categories.

Searching

How do I find available hotels for the period I want to stay?
In the search menu on the left containing the check-in and check-out data, please select the dates of your stay and tick 'Only available hotels'.

Where can I find the contact details of the hotel?
You can find the address on the hotel page. The contact details will be given, after you have made the reservation, in the confirmation email.

Where can I find the directions to the hotel?
At the bottom of the overview page of the hotel you can find travel information with details on location and directions. On the top left there is an extensive map of the area around the hotel.

Room Types

What's the difference between a Double room and a Twin room?
A double room has one double bed. A twin room has two single beds.

We have two small children; can we get extra beds in the room?
In general one extra bed for one child is available at a minor additional charge. However, please note that this possibility depends on each hotel's policy and availability. We advise you to check the overview page of the hotel, or to send an email to customer.service@booking.com.

Can I generally request an extra bed for a third person in a double room and at what costs?
It will depend on each hotel's policy and availability. Once you have retrieved the availability for a specific hotel for the requested dates, you can access the room description by clicking on the room name. If the possibility and the costs of an extra bed in the room are not specified in the room description, please send an e-mail to customer.service@booking.com.

Pricing

Are the rates on your website per person or per room?
All rates on the Booking.com website are per room per stay, unless stated differently.

Do I pay a reservation fee?
No, we will not charge you a reservation fee.

Is breakfast included in the price?
Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.

Are taxes included in the room rates?
Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.

Do you offer special discounts (for seniors, airlines employees, etc)?
Booking.com provides the best available rates for the dates of your stay. The discounts are already included and therefore it is not possible to have any other discount on the confirmed price.

Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?
No, via our website it is not possible. You will have to book through the organisation issuing the voucher.

Credit Cards and Payments

Why does Booking.com need my credit card details?
In general your credit card details are only required as a guarantee for the hotel in case you do not arrive or cancel too late. This might result in a no-show charge (generally the equivalent to one night's stay) by the hotel. Booking.com will never charge your credit card. You will pay for your stay at the hotel.

Does the hotel need a deposit or a payment in advance?
You will pay for your stay at the hotel. If the hotel requires a deposit, it will be clearly mentioned on the overview page of the hotel. However, note that some hotels perform a pre-authorisation check on your credit card as an extra guarantee. A pre-authorisation is a validity check to reserve a certain amount that would guarantee the room. This amount may correspond to the price of one night or to the total cost of your reservation. Once the credit card has been validated, the reserved amount will be released.

What types of credit card can I use to guarantee the reservation?
MasterCard, Visa and American Express are accepted as a guarantee. However, it is possible that the hotel does not accept all of these for payment. Please check at the bottom of the overview page of the hotel in the "Hotel Policies" section for 'Accepted credit cards'.

Can I pay for my stay in advance?
Please note that such arrangements depend on each hotel's policy. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.

Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?
As the credit card details are only needed for guarantee purposes, you can pay at the hotel using the payment method of your choice.

My credit card has been charged. How can I get a refund?
Booking.com never charges our guests' credit cards. The charge has been performed by the hotel. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.

I do not have a credit card. Can I still book a room?
Unfortunately all hotels require a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.

Is it safe to fill in my credit card number? How secure is the Booking.com website?
Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte. We also use a firewall which protects our servers and network against unauthorised access. In the unlikely event that your credit card were to be misused, we promise to reimburse you the first 50 euros of the cost. The credit card is obliged to pay the remainder.

Reservation Process

How do I know that my reservation is confirmed?
When you have completed the four steps of the reservation process, an instant on-screen confirmation will appear. It will show your reservation details as well as your booking number. We advise you to print it out. Within a couple of minutes, you will receive a confirmation email containing more information such as the hotel's contact details.

Can I book a hotel room by telephone or email?
Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can always call us during office hours or send an email to customer.service@booking.com.

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalising your reservation. Also we have noticed that in some cases our confirmation email may end up in your spam folder. If you do not receive an email after you have made a booking, please send an email with your booking number and details to customer.service@booking.com.

How many rooms can I book in one reservation?
A maximum of 10 rooms (if available) can be booked in any one reservation. If you want to make a reservation for more than 10 rooms, please send an email to group.reservations@booking.com. It is not possible to book a meeting room.

Can I book a hotel for day use?
Unfortunately it is not possible to book a hotel for day use. The minimum that can be booked through our website is one night.

Hotel Policies and Facilities

What are the check-in and check-out times of a hotel?
The check-in and check-out times differ. You will find them on the "Hotel Policies" section at the bottom of the overview page of the hotel. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Remarks field in the reservation form (in English or the language of the hotel if possible), or inform the hotel directly using the contact details you will find in your confirmation email.

How can I request an early check-in or late check-out time?
We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.

I will be arriving late in the evening at the hotel. Can I still check-in?
You will find the check-in times on the "Hotel Policies" section at the bottom of the overview page of the hotel. We advise you to contact the hotel to make sure you can check-in late. You will find the contact details of the hotel in your confirmation email.

How do I know if the hotel has parking facilities?
On the overview page of the hotel, in the section 'Travel information', you will find more details about parking facilities at or nearby the hotel. If this information is not specified, please send an e-mail to customer.service@booking.com.

How can I know that the hotel offers a shuttle service and how can I book it? How can I know that the hotel offers a shuttle service and how can I book it?
Please check in the section "Hotel Facilities - Services" whether the hotel offers shuttle service. If so, please contact the hotel directly in order to arrange it, once your reservation has been confirmed. You will find the hotel's contact details in the confirmation email.

How do I find out if a hotel has a certain facility, e.g. a lift?
You can check the "Hotel Facilities" on the overview page of the hotel.

What do I do when I have a question about the room or hotel?
We advise you to contact the hotel via the Remarks field on the reservation form (in English or the language of the hotel if possible) or send a message to: customer.service@booking.com.

Cancellation

How can I cancel or change my booking?
You can cancel your reservation or send us a request for a modification by clicking on the link at the bottom of your confirmation email.

Do I pay a cancellation fee?
Booking.com will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will find the cancellation policy on the "Hotel Policies" section at the bottom of overview page of the hotel.

How do I know that my booking has been cancelled?
After you have cancelled your reservation you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please send an email with the details of your reservation to customer.service@booking.com. ', 'Terms & Conditions Text' => '

Privacy

Booking.com uses high ethical standards and respects your privacy. We will not give your personal information to third parties under any circumstances. Please have a look at our privacy policy for further information.

Credit card guarantee

Hotels require credit card details in order to guarantee your reservation. Your credit card information will be sent directly to the reserved hotel. When you make a booking, you will automatically enter into an agreement with the hotel you have chosen. We will not charge your credit card, as you will pay for your stay at the hotel.

Be assured that we take our responsibility regarding your credit card information very seriously. We use the industry standard "Secure Socket Layer (SSL)" technology to encrypt your credit card details. Therefore, we can guarantee that every transaction made is 100% safe and we will reimburse the first EUR 50 should your credit card be misused or abused due to Booking.com. The credit card company is obliged to pay the remainder.

Free of charge

Our service is free of charge. Unlike many other parties, Booking.com will not add any additional fees, like a reservation fee, to the room rate.

Cancellation

Please follow the instructions in the confirmation email in case you need to cancel your stay. If you cancel according to the cancellation policy of the hotel, it will be free of charge. We recommend you read the cancellation policy of the hotel carefully. If you cancel later than requested by the hotel or do not show up, the hotel might charge you a fee which in most cases is the equivalent for a one night stay. Note, Booking.com will not charge you any cancellation fee whatsoever.

Disclaimer

The Booking.com website has been compiled with the greatest possible care. Our services are based on the information provided by the hotels; for this reason, the hotels remain responsible for the correctness of this information. Hotels can alter the information about their hotel, such as prices and availability, at any moment. We can therefore not guarantee that all the information is accurate and faultless, nor can we be held responsible for errors or inaccuracies in the supplied information. You should always check the provided information before acting on the basis of the supplied information.

Unless stated otherwise, the copyright of the material on this website is copyright of Booking.com.

Booking.com is a registered company in the Netherlands. Dutch law is applicable to our services.

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Privacy Policy

At Booking.com, we take our responsibility regarding your privacy very seriously. The information we request when making your reservation is requested in order to offer you a professional service.

We will only disclose your personal information to third parties for the purposes of completing your booking through us, in order to provide you with the information or services you have requested, or with your explicit consent. We reserve the right to disclose your personal information to certain permitted third parties, including members of our own group, trusted partners, some of whom are located outside the European Economic Area, and our own professional advisers.

We would again like to stress that, in accordance with European personal data protection laws, strict security procedures are observed at Booking.com to prevent personal data misuse and unauthorised access.

Credit Card information

We will not charge your credit card. Your credit card information is only required to guarantee your booking. You will pay for your stay at the hotel.

Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte.

Our server and network are protected by firewalls against unauthorized access. This means we can guarantee that it is totally safe to send us your credit card details. We will reimburse the first EUR 50 should your credit card be misused or abused. The credit card company is obliged to pay the remainder.

Your credit card details will be kept at Booking.com until your arrival date at the hotel. After this date, the details will be destroyed.

Control over your data

You always have the right to review the personal data you have stored with us. You can request your personal data by emailing us at customer.service@booking.com. Please state 'request personal data' in the subject line of your email.

If your personal data is incorrect, we will change it upon your request. You can also ask Booking.com to remove your personal data from its database by sending us an email to the same email address.

When does Booking.com send you emails?

After you have made a booking, you will receive a confirmation message with all the information about your booking. You may take this confirmation to the hotel as guarantee of the reservation.

Sometimes Booking.com may send feedback emails after your stay at the hotel. If you do not wish to give us your opinion, you can let us know and we will not request any further feedback.

In the reservation process you can request our newsletter, which contains special offers and more information about Booking.com. You can also choose to stop receiving the newsletter at any time.

If you have any suggestions or remarks about this privacy statement, please send an email to customer.service@booking.com.