Managing your Booking.com account — signing in, cancelling a reservation, or reaching customer support — is straightforward once you know the right channels. The platform’s customer service team is available 24 hours a day through the Help Center, and this guide walks through every step using official policies and third‑party resources.
Last checked: 2026-06-03
Founded: 1996 · Official website: www.booking.com · Customer reviews: Available on Trustpilot · Mobile app: Available on Google Play
How we researched this
Last checked: 2026-06-03.
Sources reviewed: official travel booking platform (Booking.com), customer review platform (Trustpilot), mobile app store (Google Play), news media (Irish Times), third‑party hotel technology guides (SiteMinder, Little Hotelier, Hostaway).
No on‑site visit, no staff interview, no independent verification of all listings.
Key Facts at a Glance
- Customer service available 24 hours a day (Booking.com)
- Cancellation fees and refunds are determined by the service provider’s own policy (Booking.com Terms of Service)
- Extranet login URL:
partner.booking.com(SiteMinder)
- Two‑factor authentication can be enabled from the Security section of the extranet account menu (SiteMinder)
| Fact | Detail |
|---|---|
| Official website | www.booking.com |
| Customer reviews | Trustpilot |
| Mobile app | Google Play |
Booking.com Sign In
The sign‑in button is located at the top right of the Booking.com homepage. Clicking it opens a login form where you enter your email address and password. If you have not yet created an account, a “Create your account” link is available on the same page.
Step-by-Step Sign In Process
- Go to Booking.com and click the “Sign in” button (top‑right corner).
- Enter the email address associated with your account.
- Enter your password and click “Sign in”.
- If you are using a shared device, uncheck “Keep me signed in” for security.
Once signed in, you land on the “My Bookings” page, where all upcoming and past reservations are listed. From here you can view, modify, or cancel bookings.
Troubleshooting Login Issues
If you cannot sign in, use the “Forgot your password?” link below the password field. Booking.com will send a reset link to your registered email. According to the Booking.com Help Center, common self‑service topics include password reset and account access recovery.
Tip: Make sure you are using the email address you originally used to make the booking. If you signed in via a social login (Google, Facebook), use that same method.
The bottom line: Sign‑in is a one‑step process from the top‑right link; the password reset option covers the vast majority of access problems.
How to Contact Booking.com Support
Booking.com offers three main contact channels: phone, live chat, and email. The Contact Us page directs travelers to the Help Center for self‑service, while property owners are routed to Partner support.
Booking.com Phone Number
Booking.com does not publish a single global phone number on its official site. Instead, the Help Center provides a country‑specific phone list after you select your location. Consumer‑complaint site Şikayetvar lists alternative numbers such as +44 20 3320 2609 (UK) and 1‑888‑850‑3958 (US), though these are not officially confirmed by Booking.com. For urgent matters, the fastest route is often the live chat or the in‑booking message system.
Using the Live Chat Feature
Live chat is accessible from the Help Center or directly from your booking confirmation page. The chat is staffed 24/7 and is the preferred method for quick questions about cancellations, refunds, or booking changes. Booking.com’s customer service page confirms the team is available around the clock.
Email Support Options
Email support is available through the Help Center’s contact form. Response times vary, but the self‑service FAQ covers many common issues, such as “My booking was canceled. When will I be refunded?” and “Can I change my booking?”
Warning: For refunds, Booking.com’s business help center advises travelers to first contact the travel provider directly using the details in the confirmation email. The platform acts as an intermediary and does not control refund timelines.
What this means: Phone numbers are region‑specific and not centrally listed; live chat is the most dependable 24/7 channel, while refund disputes must be taken up with the property or airline first.
How to Cancel a Booking on Booking.com
Cancellation policies vary by property. According to the Booking.com Terms of Service, any cancellation fee or refund depends on the individual service provider’s cancellation or no‑show policy.
Free Cancellation Policies
Many listings offer free cancellation within a specific window — typically 24 to 48 hours before check‑in. The exact deadline is displayed on the booking confirmation page and in the “My Bookings” section. Properties marked “Free cancellation” allow full refund if canceled before the cutoff.
Steps to Cancel a Reservation
- Sign in to your Booking.com account and go to “My Bookings”.
- Find the reservation you want to cancel and click “View booking”.
- Look for the “Cancel booking” button. If it is not visible, the booking may be non‑refundable or already inside the penalty period.
- Confirm the cancellation. The screen will show the refund amount (if any) and the cancellation policy that applies.
- After confirmation, you will receive a cancellation email. Check the refund timeline — the provider’s policy governs when the money is returned.
Tip: If you booked a non‑refundable rate but have a genuine emergency, contact the property directly through the Booking.com message system. Some providers may waive the fee at their discretion.
The pattern: You cancel from “My Bookings”; the refund amount is determined by the property’s policy, not by Booking.com. Always check the cancellation window before confirming.
What Is Booking.com?
Booking.com is an online travel agency founded in 1996 that offers accommodations, flights, car rentals, airport taxis, and attraction tickets. The platform supports 41 languages and is available as a mobile app on Google Play and the Apple App Store.
Types of Accommodations Offered
Beyond hotels, Booking.com lists private homes, apartments, villas, resorts, hostels, and even treehouses. The search filter “Property type” allows travelers to narrow by category. Each listing includes guest reviews, photos, and a map.
Booking.com vs. Other Platforms
Compared to rivals like Expedia and Hotels.com, Booking.com is known for its broad inventory of independent properties and its “genius” loyalty program, which offers discounts after a certain number of bookings. Trustpilot reviews rank it as one of the most popular hotel reservation websites globally.
Note: The platform does not own the properties it lists — it connects travelers with accommodation providers. This is why refund policies differ from listing to listing.
Why this matters: Understanding that Booking.com is an intermediary explains the variability in cancellation policies and the need to contact the property directly for refunds.
| Attribute | Detail |
|---|---|
| Founded | 1996 (according to Booking.com’s official history) |
| Parent company | Booking Holdings |
| Languages | 41 languages |
| Product offerings | Hotels, homes, flights, car rentals, taxis, attractions |
| Genius loyalty program | Yes (tiers with discounts) |
| Mobile app rating | 4.6 / 5 (Google Play as of 2025) |
Pros & Cons
Pros
- Wide selection of accommodation types, from hotels to private homes
- 24/7 customer service via live chat and phone
- Free cancellation options widely available
- User‑friendly mobile app
- Extranet dashboard gives partners full control over their listings
Cons
- Refund policies are property‑dependent, creating uncertainty
- Phone numbers not universally published; international support may require finding local numbers
- Some listings have strict non‑refundable rates
- Partner extranet can be complex for new hosts to navigate
Price Range
Booking.com does not charge travelers a booking fee. The price you see is the room rate set by the property, sometimes including taxes and fees. Budget listings start around $30 per night for hostels or private rooms, while luxury resorts can exceed $500 per night. The platform displays a total price (including taxes) before you confirm a booking, so there are no surprise charges.
Alternatives to Booking.com
If you are comparing options, consider these platforms:
- Expedia — Strong for package deals (flight + hotel) and a rewards program that earns points toward free nights.
- Hotels.com — Offers a “Stay 10 nights, get 1 free” rewards program with a wide hotel inventory.
- Airbnb — Focuses on entire homes and unique stays, often with full kitchens and laundry; cancellation policies are host‑defined.
Our Pick
For travelers who value a broad inventory and flexible cancellation options, Booking.com remains the top choice. Its 24/7 live chat support and free‑cancellation filters make it easy to book with confidence. Property owners will find the Extranet dashboard powerful once they invest time in learning its features. Budget travelers and business travelers alike benefit from the Genius loyalty program.
Related reading: BKG*Hotel at Booking.c: What It Means and How to Handle It · St Kilda Hotels: Price Guide, Reviews & Booking Tips
booking.com, youtube.com, youtube.com
For travelers in the United Kingdom, understanding safe bookings and policies on Booking.com UK can help you manage reservations more confidently.
Frequently Asked Questions
How do I sign in to Booking.com?
Click the “Sign in” button at the top right of the homepage, enter your email and password, and click “Sign in”. If you forgot your password, use the “Forgot your password?” link to reset it.
How do I cancel a booking?
Sign in, go to “My Bookings”, find your reservation, and click “Cancel booking”. The refund amount and any fees depend on the property’s cancellation policy, which is shown before you confirm.
What is the Booking.com extranet?
The extranet is a secure browser‑based dashboard at partner.booking.com where accommodation partners manage their listings, rates, availability, and guest messages. It also includes security options like two‑factor authentication.
How do I contact Booking.com?
Use the 24/7 live chat from the Help Center, the message system inside your booking, or the phone number provided for your country on the Contact Us page. For refunds, first contact the property directly.
Can I book flights and car rentals on Booking.com?
Yes. Booking.com offers flights, car rentals, airport transfers, and attraction tickets alongside accommodations. These are booked through the same account and follow the same general cancellation rules (provider‑dependent).
Sources Cited
- Booking.com – Customer Service
- Booking.com – Terms of Service
- Booking.com Help Center – Get help quickly
- Booking.com – Contact Us
- Booking.com for Business Help Center – Refund help
- SiteMinder – Booking.com Extranet Guide
- Little Hotelier – Booking.com Extranet Tutorial
- Hostaway – How to Use the Booking.com Extranet
- Şikayetvar – Booking.com customer service alternative numbers