Frequently asked questions

 Can I cancel my booking?

Yes, any cancellation fees are determined by the property and listed in your
cancellation policy. You will pay any additional costs to the property.

 If I need to cancel my booking, will I pay a fee?

If you have a free cancellation booking, you won't pay a cancellation fee. If your
booking is no longer free to cancel or is non-refundable, you may incur a cancellation
fee. Any cancellation fees are determined by the property. You will pay any
additional costs to the property.

 Who is going to charge my credit card, and when?

Generally, the property is responsible for charging your card. If payment is instead
handled by Booking.com, this will be stated clearly in your booking confirmation.

You can commonly expect to pay upon check-in or check-out at the property.
However there are some exceptions, such as those properties that require a
prepayment for all or some of the total amount. Again, this will be stated clearly in
your confirmation and payment policies.

If there is no prepayment policy, it’s also possible that the property may take a test
payment from your card before you stay. This is a temporary hold, that’s used to
validate your card and guarantee your booking. Unlike a real charge, this test
payment will be returned to your card.

 Can I make changes to my booking? I.e, change dates

Yes! You can make changes to your booking from your confirmation email or at
Booking.com. Depending on the property's policy, you can do the following:

Change check-in/out times

Change date

Cancel booking

Edit credit card details

Change guest details

Select bed type

Change room type

Add a room
 Add a meal

Make a request

Contact the property

 I can't find my confirmation email. What should I do?

Be sure to check your email inbox, spam and junk folders. If you still can't find your
confirmation, go to booking.com/help and we'll resend it to you.

 Can I make a reservation without a credit card?

A valid card is needed to guarantee your reservation with most properties. We do

offer a number of properties, however, that will guarantee your reservation without
a card. You can also make a booking using someone else’s card provided you have
their permission. In this case please confirm the card holder’s name and that you
have permission to use their card, in the ‘Special Requests’ box when making your
booking.

 Why have I been charged?

The charge you see could be any one of the following:

Pre-authorisation: A pre-authorisation is just a validity check that temporarily blocks

on your credit card an amount roughly equivalent to the cost of your reservation.
The amount will be unblocked after a certain time period. How long this takes will
depend on the property and your credit card provider.

Deposit or Prepayment: Some properties require a deposit or prepayment at the

time of reservation. This policy is clearly highlighted during the reservation process,
and you can see it in your confirmation email as well. If you are eligible for free
cancellation, this amount is returned to you if you choose to cancel your reservation.

Our Customer Service team is always there for you if you need help with a payment
issue. You can go to booking.com/help to get in touch with us.

 How do I find out if a property allows pets?

Pet policies are always displayed on the property’s page under "House rules".