Use Booking.com safely
We are 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. Fraudsters might also try to access your personal or financial information by calling you, which is a technique called social engineering.
2FA (2-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 which must be submitted prior to granting access to your account.
Please keep in mind that our Customer Service representatives will only ever ask you to share your reservation ID and/or reservation PIN code. You should not be asked to provide the password of your Booking.com account or any sensitive financial information, such as your credit card number.
Are you missing any information? /
Thank you for sharing
Choosing a safe destination
In some countries, your host may request either to 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 information ahead of time or to check with your embassy for any travel warnings or special visa requirements. Be aware of the emergency services telephone number for your destination. Check the food and water regulations – before you drink tap water, make sure that it is safe.
As the world of travel continues to change, considerations about health and cleanliness are now front of mind more than ever before. 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 you book, including the payment and damage deposit policies and additional fees section. If a host asks you for a payment that is not outlined in the policy, don’t send it. No legitimate transaction (eg. payments and/or reservation changes) will ever require you to specifically pay with gift cards or require you to give 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 (found above their photos on their property page).
Look at feedback from past travellers, including detailed reviews and ratings for things like cleanliness and facilities. Travellers can only leave a review after they’ve completed their stay, so you can feel confident that feedback is based on real experiences.
Take advantage of multiple search filters – from price and property type, to facilities – to find the right fit for you. Pay special attention to the amenities, house rules, payment and cancellation policies when you read the property details.
If you’re travelling with young children, make sure that there is sufficient childproofing at the property you’re booking.
Preparing for your trip
Find the correct information about prepayments, damage deposits and more in your Booking.com confirmation email. If you receive payment requests with a sense of urgency (eg. transfer the money to a bank account within 24 hours or the booking will be cancelled), or a property insists on communicating outside of 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 leave 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 (eg. apartments, bed and breakfasts and hotels) on our website. If you book a shared accommodation, you can expect other travellers to be present. If you book an apartment, please be aware that there may not be a 24/7 reception.
Having an amazing trip
Once you’ve arrived at your property, check where all relevant emergency equipment and safety information is located. If you’re not sure where something like the first aid kit or fire extinguisher is, 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 or minimise any noise that might disturb the neighbours, respect local laws or traditions and be mindful of your impact on the environment.
What if something goes wrong
Local emergency services
We are constantly looking into new ways to support our travellers and partners when things go wrong. Our team works with government officials and organisations all around the world to support relief efforts.
Whenever there is a natural disaster or a severe security-related event, you will receive an email asking you to confirm if you are safe (if you have an active reservation at the time of the incident). If your reservation is upcoming rather than active, we will work with our teams to cancel it where appropriate. When necessary and on a case-by-case basis, we will assist with relocating you.
In the unlikely event that something goes wrong, we are here for you. In this section, you will find the guidelines to follow should an issue arise, as well as the steps we will take to look after you.
Your first step should be to contact your host or a member of staff at the property and to try to solve the issue in communication with them. Failing that, Customer Service is always on hand to help you should something unexpected happen, and can be the most effective if they are contacted while you are still at the property.
Reach out to your host through our messaging system or reach out to Customer Service. Remember, Booking.com should only be contacted through our official communication channels listed on our website and apps. No legitimate transaction (eg. payments and/or reservation changes) with Booking.com will ever require you to specifically pay with gift cards or require you to give your credit card details by phone, text message or email.
Are you missing any information? /
Thank you for sharing