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Coronavirus (COVID-19) update

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Frequently Asked Questions
The situation is evolving every day. To get the latest info about your booking or contact us, sign in to your Booking.com account. If you don't have an account, use your booking confirmation number and PIN to sign in on a desktop or laptop. Due to current circumstances, it may take us longer than usual to respond to your questions and requests. Thanks for your patience.
For the best support, sign in to your Booking.com account. If you don't have an account, use your booking confirmation number and PIN to sign in on a desktop or laptop.
If your booking is no longer free to cancel or non-refundable, you may incur a cancellation fee. You can contact the property to see if it's possible to change the dates of your booking or cancel it.
If your booking was affected by coronavirus-related events (e.g. border closures or travel limitations set by authorities) but is no longer free to cancel or non-refundable, sign in to check the options for managing the booking.
You chose a policy when you made the booking on our platform. If that policy allows a change of dates or free cancellation, you're entitled to that.
For bookings made before April 6, 2020: You may be able to change or cancel your (non-refundable) booking for free if you can't travel to or stay at the property due to implications of the coronavirus (COVID-19) outbreak (e.g. government travel restrictions, closed borders). This depends on several factors, including your country of origin, your destination, the date that you made your booking, your departure date, your arrival date, and your reason for traveling. If your booking falls within a category above, the property should allow your date change request or cancellation. If you want to cancel your booking and have already made a prepayment, the property should offer you credit or a voucher for a future stay. If you'd prefer to receive a refund, you're entitled to that also.
For bookings made on or after April 6, 2020: Your change/cancellation request will be handled by the property. The policy you chose and mandatory consumer laws, where applicable, are relevant.
Sign in and select the relevant booking to see your options.
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Terms and Conditions

For the avoidance of doubt, these terms and conditions are applicable to use of services of Booking.com B.V. and Rocketmiles, and American Airlines and its affiliates are neither a party to nor responsible for individual users’ compliance with such terms and conditions.

These terms and conditions, as may be amended from time to time, apply to all our services directly or indirectly (through distributors) made available online, through any mobile device, by email or by telephone. By accessing, browsing and using our (mobile) website or any of our applications through whatever platform (hereafter collectively referred to as the "website") and/or by completing a reservation, you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below (including the privacy statement).

These pages, the content (other than certain third party marks) and infrastructure of these pages, and the online reservation service provided on these pages and through the website are owned, operated and provided by Booking.com B.V. and are provided for your personal, non-commercial use only, subject to the terms and conditions set out below.

0. Definitions

"Booking.com", "us", "we" or "our" means Booking.com B.V., a limited liability company incorporated under the laws of the Netherlands, and having its registered address at Herengracht 597, 1017 CE, Amsterdam, the Netherlands. In no event will any such term be deemed to refer to American Airlines.

"Platform" means the (mobile) website and app on which the Service is made available owned, controlled, managed, maintained and/or hosted by Booking.com.

"Service" means the online reservation service (including the facilitation of payments) of various products and services as from time to time made available by Suppliers on the Platform.

"Supplier" means the provider of accommodation (e.g. hotel, motel, apartment, bed & breakfast), (theme) parks, attractions, museums, sightseeing tours, cruises, rail and coach tours, transfers, tour operators, insurances, and any other travel or related product or service as from time to time available for reservation on the Platform.

1. Scope of our Service

Through the Platform, we (Booking.com B.V. and its affiliate (distribution) partners) provide an online platform through which Suppliers can advertise their products and service for reservation, and through which visitors of the Platform can make such reservations (i.e. the reservation service). By making a reservation through Booking.com, you enter into a direct (legally binding) contractual relationship with the Supplier with which you make a reservation or purchase a product or service (as applicable). From the point at which you make your reservation, we act solely as an intermediary between you and the Supplier, transmitting the details of your reservation to the relevant Supplier(s) and sending you a confirmation email for and on behalf of the Supplier.

When rendering our Service, the information that we disclose is based on the information provided to us by Suppliers. As such, the Suppliers are given access to an extranet through which they are fully responsible for updating all rates, availability and other information which is displayed on our Platform. Although we will use reasonable skill and care in performing our Service, we will not verify if, and cannot guarantee that, all information is accurate, complete or correct, nor can we be held responsible for any errors (including manifest and typographical errors), any interruptions (whether due to any (temporary and/or partial) breakdown, repair, upgrade or maintenance of our Platform or otherwise), inaccurate, misleading or untrue information or non-delivery of information. Each Supplier remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information (including the rates and availability) displayed on our Platform. Our Platform does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification or (star) rating of any Supplier (or its facilities, venue, products or services) made available.

Our Service is made available for personal and non-commercial use only. Therefore, you are not allowed to re-sell, deep-link, use, copy, monitor (e.g. spider, scrape), display, download or reproduce any content or information, software, reservations, tickets, products or services available on our Platform for any commercial or competitive activity or purpose.

2. Prices, crossed-out rates and Best Price Guarantee

The prices on our Platform are highly competitive. All room prices are per room for your entire stay and all prices are displayed including VAT/sales tax and all other taxes (subject to change of such taxes), unless stated differently on our Platform or the confirmation email/ticket. Ticket prices are per person or group and subject to validity as indicated on the ticket, if applicable. Applicable fees and taxes (including tourist/city tax) may be charged by the Supplier in the event of a no-show or cancellation fee. Applicable taxes may be charged by the accommodation in the event of a no-show or cancellation fee.

Sometimes cheaper rates are available on our Platform for a specific stay, product or service, however, these rates made available by Suppliers may carry special restrictions and conditions, for example non-cancelable and non-refundable. Please check the relevant product, service and reservation conditions and details thoroughly for any such conditions prior to making your reservation.

The crossed-out rate shown for rooms is based on the third highest current price of the Supplier for your product or service with the same booking conditions in a 30-day window around your check-in date (15 days before and 15 days after check-in date; if less than 15 days are between today and the check-in date, we will use the corresponding number of days after the check-in date to result in a 30-day total). To ensure we are making a fair comparison, we always use the same reservation conditions (e.g. meal plan, cancellation policy and room type). This means that you get the same room for a lower price compared to other check-in dates at the same time of year.

We want you to pay the lowest price possible for your product and service of choice. Should you find your product or service of choice booked through the Platform, with the same reservation conditions, at a lower rate on the Internet after you have made a reservation through us, we will match the difference between our rate and the lower rate under the terms and conditions of the Best Price Guarantee. Reservations where you earn thousands of miles per night are not subject to the Best Price Guaranteed policy.

The currency converter is for information purposes only and should not be relied upon as accurate and real time; actual rates may vary.

Obvious errors and mistakes (including misprints) are not binding.

All special offers and promotions are marked as such.

3. Privacy and cookies

Booking.com respects your privacy. Please have a look at our privacy and cookies policy for further information.

4. Free of charge

Our service is free of charge because, unlike many other parties, we will not charge you for our Service or add any additional (reservation) fees to the rate.

Suppliers pay a commission (being a small percentage of the product price (e.g. room price)) to Booking.com after the end user has consumated the service or product of the Supplier or after the guest has stayed at (and paid) the accommodation.

5. Credit card or bank transfer

If applicable and available, certain Suppliers offer the opportunity for reservations to be paid (wholly or partly and as required under the payment policy of the accommodation) to the Supplier during the reservation process by means of secure online payment (all to the extent offered and supported by your bank). For certain products and services, Booking.com facilitates (through third party payment processors) the payment of the relevant product or service (i.e. the payment facilitation service) for and on behalf of the Supplier (Booking.com never acts nor operates as the merchant of record). Payment is safely processed from your credit/debit card or bank account to the bank account of the accommodation provider through a third party payment processor. Any payment facilitated by us for and on behalf of, and transferred to the Supplier will in each case constitute a payment of (part of) the booking price by you of the relevant product or service in final settlement (bevrijdende betaling) of such (partial) due and payable price and you cannot reclaim such paid monies.

For certain (non-refundable) rates or special offers, please note that Suppliers may require that payment is made upfront by wire transfer (if available) or by credit card, and therefore your credit card may be pre-authorised or charged (sometimes without any option for refund) upon making the reservation. Please check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your reservation. You will not hold Booking.com liable or responsible for any (authorized, (allegedly) unauthorized or wrong) charge by the Supplier and not (re)claim any amount for any valid or authorized charge by the Supplier (including for pre-paid rates, no-show and chargeable cancellation) of your credit card.

In the event of credit card fraud or unauthorised use of your credit card by third parties, most banks and credit card companies bear the risk and cover all the charges resulting from such fraud or misuse, which may sometimes be subject to a deductible (usually set at EUR 50 (or the equivalent in your local currency)). In the event that your credit card company or bank charges the deductible from you because of unauthorised transactions resulting from a reservation made on our Platform, we will pay you this deductible, up to an aggregate amount of EUR 50 (or the equivalent in your local currency). In order to indemnify you, please make sure that you report this fraud to your credit card provider (in accordance with its reporting rules and procedures) and contact us immediately by email (customer.relations@booking.com). Please state 'credit card fraud' in the subject line of your email and provide us with evidence of the charged deductible (e.g. policy of the credit card company). This indemnification only applies to credit card reservations made using Booking.com's secure server and the unauthorised use of your credit card resulted through our default or negligence and through no fault of your own while using the secure server.

6. Pre-payment, cancellation, no-show and fine print

By making a reservation with a Supplier, you accept and agree to the relevant cancellation and no-show policy of that Supplier, and to any additional (delivery) terms and conditions of the Supplier that may apply to your visit or stay (including the fine print of the Supplier made available on our Platform and the relevant house rules of the Supplier), including for services rendered and/or products offered by the accommodation provider (the delivery terms and conditions of an accommodation provider can be obtained with the relevant accommodation provider). The general cancellation and no-show policy of each Supplier is made available on our Platform on the Supplier information pages, during the reservation procedure and in the confirmation email or ticket (if applicable). Please note that certain rates or special offers are not eligible for cancellation or change. Applicable city/tourist tax may still be charged by the Supplier in the event of a no-show or charged cancellation. Please check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your reservation. Please note that a reservation which requires down payment or (wholly or partly) prepayment may be cancelled (without a prior notice of default or warning) insofar the relevant (remaining) amount(s) cannot be collected in full on the relevant payment date in accordance with the relevant payment policy of the Supplier and the reservation. Cancellation and prepayment policies may vary according to room type. Please carefully read the fine print (below the room types or at the bottom of each Supplier page on our Platform) and important information in your reservation confirmation for additional policies as may be applied by the Supplier (e.g. in respect of age requirement, security deposit, non-cancellation/additional supplements for group bookings, extra beds/no free breakfast, pets/cards accepted). Late payment, wrong bank, debit or credit card details, invalid credit/debit cards or insufficient funds are for your own risk and account and you shall not be entitled to any refund of any (non-refundable) prepaid amount unless the Supplier agrees or allows otherwise under its (pre)payment and cancellation policy.

If you wish to review, adjust or cancel your reservation, please revert to the confirmation email and follow the instructions therein. Please note that you may be charged for your cancellation in accordance with the accommodation provider's cancellation, (pre)payment and no-show policy or not be entitled to any repayment of any (pre)paid amount. We recommend that you read the cancellation, (pre)payment and no-show policy of the accommodation provider carefully prior to making your reservation and remember to make further payments on time as may be required for the relevant reservation.

If you have a late or delayed arrival on the check-in date or only arrive the next day, make sure to (timely/promptly) communicate this with the Supplier so they know when to expect you to avoid cancellation of your reservation or room or charge of the no-show fee. Our customer service department can help you if needed with informing the Supplier. Booking.com does not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation or charged no-show fee by the Supplier.

7. (Further) correspondence and communication

By completing a booking, you agree to receive (i) an email which we may send you shortly prior to your arrival date, giving you information on your destination and providing you with certain information and offers (including third party offers to the extent that you have actively opted in for this information) relevant to your reservation and destination, and (ii) an email which we may send to you promptly after your stay inviting you to complete our guest review form. Please see our privacy and cookies policy for more information about how we may contact you.

Booking.com disclaims any liability or responsibility for any communication with the Supplier on or through its platform. You cannot derive any rights from any request to, or communication with the Supplier or (any form of) acknowledgement of receipt of any communication or request. Booking.com cannot guarantee that any request or communication will be (duly and timely) received/read by, complied with, executed or accepted by the Supplier.

In order to duly complete and secure your reservation, you need to use your correct email address. We are not responsible or liable for (and have no obligation to verify) any wrong or misspelled email address or inaccurate or wrong (mobile) phone number or credit card number.

Any claim or complaint against Booking.com or in respect of the Service must be promptly submitted, but in any event within 30 days after the scheduled day of consummation of the product or service (e.g. check out date). Any claim or complaint that is submitted after the 30 days period, may be rejected and the claimant shall forfeit its right to any (damage or cost) compensation.

Due to the continuous update and adjustments of rates and availability, we strongly suggest to make screenshots when making a reservation to support your position (if needed).

8. Ranking, preferred programme, stars and guest reviews

The default setting of the ranking of Suppliers on our Platform is 'Recommended' (or any similar wording) (the "Default Ranking"). For your convenience we also offer other ways to rank Supplier. Please note that the Default Ranking is created through a fully automatic ranking system (algorithm) and based on multiple criteria, which include not only the popularity of a Supplier among our visitors, but also customer service history and certain booking-related data (number of bookings, cancellations, conversion rate, etc). On-time payment of commission by a Supplier and the commission percentage are also included in the algorithm; however, they are two of the several (but definitely not leading) factors in the Default Ranking.

In certain cities and regions, Booking.com operates a preferred partnership program, allowing certain Suppliers that meet and maintain the preferred program terms to be listed ahead of the rest of the Suppliers in the default “Recommended” ranking for the relevant city/region. The preferred Suppliers are marked with a “thumbs-up” symbol and in return for this high ranking, the preferred Supplier pays a higher commission. Only Suppliers that meet and maintain certain qualification criteria can be listed as preferred.

The stars used for non-hotel accommodations (e.g. bed & breakfasts) do not correspond to the star ranking system as may be applicable to hotel accommodations.

The completed guest review may be (a) uploaded onto the relevant Supplier's information page on our Platform for the sole purpose of informing (future) customers of your opinion of the service (level) and quality of the Supplier, and (b) (wholly or partly) used and placed by Booking.com at its sole discretion (e.g. for marketing, promotion or improvement of our service) on our Platform or such social media platforms, newsletters, special promotions, apps or other channels owned, hosted, used or controlled by Booking.com and our business partners. We reserve the right to adjust, refuse or remove reviews at our sole discretion. The guest review form should be regarded as a survey and does not include any (further commercial) offers, invitations or incentives whatsoever.

9. Disclaimer

Subject to the limitations set out in these terms and conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect to our services, up to an aggregate amount of the aggregate cost of your reservation as set out in the confirmation email (whether for one event or series of connected events).

However and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents shall be liable for (i) any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim, (ii) any inaccuracy relating to the (descriptive) information (including rates, availability and ratings) of the Supplier as made available on our Platform, (iii) the services rendered or the products offered by the Supplier or other business partners, (iv) any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our Platform, or (v) any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, whether due to (legal) acts, errors, breaches, (gross) negligence, willful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the Supplier or any of our other business partners (including any of their employees, directors, officers, agents, representatives or affiliated companies) whose products or service are (directly or indirectly) made available, offered or promoted on or through the Platform, including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control.

Whether or not the Supplier has charged you for your room, product or service, or if we are facilitating the payment of the (room/reservation) price, you agree and acknowledge that the Supplier is at all times responsible for the collection, withholding, remittance and payment of the applicable taxes due on the total amount of the (room/reservation) price to the relevant tax authorities. Booking.com is not liable or responsible for the remittance, collection, withholding or payment of the relevant taxes due on the (room/reservation) price to the relevant tax authorities. Booking.com does not act as the merchant of record for any product or service made available on the Platform.

By uploading photos/images onto our system (for instance in addition to a review) you certify, warrant and agree that you own the copyright to the photos/images and that you agree that Booking.com may use the uploaded photos/images on its (mobile) website and app, and in (online/offline) promotional materials and publications and as Booking.com at its discretion sees fit. You are granting Booking.com a non-exclusive, worldwide, irrevocable, unconditional, perpetual right and license to use, reproduce, display, have reproduced, distribute, sublicense, communicate and make available the photos/images as Booking.com at its discretion sees fit. By uploading these photos/images the person uploading the picture(s) accepts full legal and moral responsibility of any and all legal claims that are made by any third parties (including, but not limited to, accommodation owners) due to Booking.com publishing and using these photos/images. Booking.com does not own or endorse the photos/images that are uploaded. The truthfulness, validity and right to use of all photos/images is assumed by the person who uploaded the photo, and is not the responsibility of Booking.com. Booking.com disclaims all responsibility and liability for the pictures posted. The person who uploaded the photo warrants that the photos/images shall not contain any viruses, Trojan horses or infected files and shall not contain any pornographic, illegal, obscene, insulting, objectionable or inappropriate material and does not infringe any third party (intellectual property right, copyright or privacy) rights. Any photo/image that does not meet the aforesaid criteria will not be posted and/or can be removed/deleted by Booking.com at any time and without prior notice.

10. Intellectual property rights

Unless stated otherwise, the software required for our services or available at or used by our Platform and the intellectual property rights (including the copyrights) of the contents and information of and material on our Platform are owned by Booking.com B.V., its suppliers or providers.

Booking.com exclusively retains ownership of all rights, title and interest in and to (all intellectual property rights of) (the look and feel (including infrastructure) of) the Platform on which the service is made available (including the guest reviews and translated content) and you are not entitled to copy, scrape, (hyper-/deep)link to, publish, promote, market, integrate, utilize, combine or otherwise use the content (including any translations thereof and the guest reviews) or any branding on the Platform without our express written permission. To the extent that you would (wholly or partly) use or combine our (translated) content (including guest reviews) or would otherwise own any intellectual property rights in the Platform or any (translated) content or guest reviews, you hereby assign, transfer and set over all such intellectual property rights to Booking.com. Any unlawful use or any of the aforementioned actions or behaviour will constitute a material infringement of our intellectual property rights (including copyright and database right).

11. Miscellaneous

The original English version of these terms and conditions may have been translated into other languages. The translated version is a courtesy and office translation only and you cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these terms and conditions or inconsistency or discrepancy between the English version and any other language version of these terms and conditions, the English language version to the extent permitted by law shall apply, prevail and be conclusive. The English version is available on our Platform (by selecting the English language) or shall be sent to you upon your written request.

If any provision of these terms and conditions is or becomes invalid, unenforceable or non-binding, you shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and you will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these terms and conditions.

12. About Booking.com and the support companies

The online reservation service is rendered by Booking.com B.V., which is a private limited liability company, incorporated under the laws of the Netherlands and having its offices at Herengracht 597, 1017 CE Amsterdam, the Netherlands and registered with the trade register of the Chamber of Commerce in Amsterdam under registration number 31047344. Our VAT registration number is NL805734958B01.

Booking.com has its headquarters in Amsterdam, the Netherlands and is supported by various affiliated group companies (the "support companies") throughout the world. The support companies only provide an internal supporting role to and for the benefit of Booking.com. Certain designated support companies render limited customer care support services (only by telephone). The support companies do not have any Platform (and do not in any way control, manage, maintain or host the Platform). The support companies do not have any power or authority to render the service, to represent Booking.com or to enter into any contract in the name of, for or on behalf of Booking.com. You do not have a (legal or contractual) relationship with the support companies. The support companies do not operate and are not authorised to act as any form of process or service agent of Booking.com. Booking.com does not accept nor assume any domicile at any place, location or office in the world (also not at the office of its support companies), other than its registered office in Amsterdam.

13. Governing law and disputes

Booking.com is committed to customer satisfaction. We will try to resolve any concerns or problems with our services that you have. If we are unsuccessful, you may pursue a claim against Booking.com as explained in this Disputes provision. This Disputes provision lays out: (1) the initial process you must follow by reporting your claim to Booking.com prior to filing any arbitration or law suit in accordance with this Disputes provision; and, if we are unable to resolve your claim, (2) the recourse that you have to arbitration.

To the extent permitted by law, these terms and conditions and the provision of our services shall be governed by and construed in accordance with Dutch law. By using this website, you agree that any and all disputes arising out of or relating to your use of this website, or other services provided by Booking.com or the support companies in connection with your use of this website (including the interpretation and scope of this clause and the arbitrability of the dispute), will be resolved via mandatory, binding arbitration.

Nothing in this Disputes provision shall be read to create any legal rights that do not otherwise exist under the law or constitute any waiver of any personal jurisdiction defense, nor shall this Disputes provision give you the right to pursue any claim for relief that is not cognizable under the law.

Prior to initiating arbitration, as discussed further below, you must give us an opportunity to resolve any complaints you have relating to your use of the Booking.com website, any dealings with our customer service agents, any services or products provided, or our Privacy Policy by submitting them to customer.service@booking.com (the “Internal Review Procedure”). Your email to customer.service@booking.com beginning the Internal Review Procedure must contain the following information: (1) your name, (2) your address, (3) the email address you used to make your reservation, (4) your reservation number, (5) the date of your reservation, (6) the name of the property that you reserved, (7) a brief description of the nature of your complaint, and (8) the resolution that you are seeking (together, the “Required Information”). Additionally, the subject line of your email must state, “Request Under Disputes Provision.” If your email does not have this subject line, or if it does not contain all of the Required Information (or an explanation of why you are unable to include any of the Required Information), then you have not effectively begun the Internal Review Procedure, which you must do before initiating any arbitration or other legal action against Booking.com. If we are not able to resolve your complaint within 60 days of your starting the Internal Review Procedure, you may seek relief as laid out in this Disputes provision.

Arbitration shall be initiated through and administered by the American Arbitration Association (“AAA”). Should the AAA decline to administer the arbitration or otherwise be unable to administer the arbitration for any reason, you agree that Booking.com will select an alternative arbitral forum, and that you will agree in writing to administration of the arbitration by the alternative arbitral forum selected by Booking.com.

In order to initiate arbitration, you and Booking.com each will be responsible for paying the filing fees required by the AAA. In the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, Booking.com will pay as much of your filing fee in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive as compared to the costs of litigation.

Arbitration will be conducted in accordance with the AAA’s rules. If there is a conflict between the AAA’s rules and this Disputes provision, the terms of this Disputes provision will govern. The rules are available online at www.adr.org or by calling the AAA at 1-800-778-7879. If the AAA is unable or unwilling to administer the arbitration for any reason, then arbitration will proceed in a substantially similar fashion as it would under the AAA’s rules.

The arbitration will be conducted by one arbitrator, who will be appointed by the AAA. You agree that the arbitration will be conducted in the English language. For claims under $25,000, the arbitration will not involve any personal appearance by the parties or witnesses but will instead be conducted based solely on written submissions, unless you request an in-person or telephonic hearing or the arbitrator determines that an in-person or telephonic appearance is required. In the case of a hearing, the presumption shall be in favor of a telephonic hearing, unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired without an in-person hearing. In the case of an in-person hearing, the hearing shall be conducted in a mutually convenient location. Booking.com will ordinarily request that the hearing be held in Chicago, Illinois. You may petition the arbitrator to select an alternative location for the hearing. The arbitrator’s selection of a hearing location shall be final and binding. You agree that in the event of an in-person hearing, any Booking.com B.V. employee or affiliate who is based outside of the United States and who is participating in the hearing may participate by telephone or video conference, and his or her physical presence will not be required.

Arbitration will be subject to the Federal Arbitration Act and not any state arbitration law. This agreement to arbitrate is made under and will be governed by and construed in accordance with the laws of the Netherlands, consistent with the Federal Arbitration Act, without giving effect to any choice-of-law principles that provide for the application of the law of another jurisdiction.

The arbitration will be confidential, and neither you nor Booking.com may disclose the existence, content or results of any arbitration, except as may be required by law or for purposes of enforcement of the arbitration award.

Ordinarily, pre-hearing information exchange will be limited to the reasonable production of non-privileged documents directly relevant to the dispute. Unless the arbitrator determines that an additional form of information exchange is necessary to provide for a fundamentally fair process, those documents will be limited to your booking and communications directly about that booking among you, Booking.com, and the accommodation(s) that are the subject of your dispute with Booking.com. Any issues regarding discovery, or the relevance or scope thereof, will be determined by the arbitrator, and the arbitrator’s determination will be conclusive.

The arbitrator may not consolidate more than one person’s claims and may not otherwise preside over any form of a representative or class proceeding. There will be no right or authority for any Claims to be arbitrated on a class action basis. You understand and agree that, by accepting these terms and conditions, you and Booking.com are each waiving the right to a trial by jury or to participate in a class action with respect to the claims covered by this mandatory arbitration provision.

You are thus giving up your right to go to court to assert or defend your rights. Your rights will be determined by a neutral arbitrator, and not a judge or jury. The arbitration procedures mandated by this Disputes provision are simpler and more limited than the procedures applicable in most courts. Arbitrator decisions are as enforceable as any court order and are subject to very limited review by a court.

All claims you bring against Booking.com must be resolved in accordance with this Disputes provision. All claims filed or brought contrary to this Disputes provision, including claims not first submitted through the Internal Review Procedure, will be considered improperly filed and void. Should you file a claim contrary to this Disputes provision, Booking.com will notify you in writing of the improperly filed claim, and you must promptly withdraw the claim.

This Disputes provision was amended by Booking.com effective April 7, 2016. If you have a claim that relates to a booking made prior to that date, you may choose to proceed under the provision in effect when you made your booking. If you would like to do that, please so indicate in your claim submission. Otherwise, by submitting a claim, you agree that this Disputes provision will apply to your claim.

For bookings on Rocket Travel’s inventory:

Disputes and Arbitration

Rocket Travel is committed to customer satisfaction. If you have a problem or dispute, we will try to resolve it. If we are unsuccessful, you may pursue your claim as explained in this section.

You agree to give us an opportunity to resolve any problem, dispute, or claim relating in any way to the Rocket Travel websites and/or any of its related applications or services (the "Site"); any dealings with our customer service agents; the purchase, use, or performance of any services or products available through this Site; any representations made by Rocket Travel; or our Privacy Policy (collectively, "Claims") by sending notice to the address in the Contacting Us section below. If we are unable to resolve your Claims within 60 days, you may seek relief through arbitration or in small claims court, as set forth below.

These Terms and Conditions shall be governed by the laws of the State of Illinois, United States of America, without regard to conflict of laws provisions that would result in the application of the laws of any other jurisdiction. All Claims or other matters in dispute between you or any Third-party and Rocket Travel, its subsidiaries or affiliates, or any travel service providers or companies offering products or services through the Site, whether based upon contract, tort, statute, or otherwise, shall likewise be governed by the laws of the State of Illinois, without regard to conflict of laws provisions that would result in the application of the laws of any other jurisdiction.

For the payment transactions from www.bookaahotels.com website and/or mobile applications, for which Rocket Travel Inc. makes use of the services of Agoda Company Pte. Ltd. (“Agoda”) for the handling and processing of such payment transactions, Agoda will assist Rocket Travel Inc. with customer support for issues related to payments such as dispute management, refunds, cancellations and returns if applicable. The following Agoda affiliates shall facilitate - on behalf of Agoda - such assistance regarding payment transactions conducted in the following countries:
    in respect of payment transactions in United States of America, Agoda International USA Inc;
    in respect of payment transactions conducted in Singapore, Agoda Company Pte Ltd.;
    in respect of payment transactions conducted in all other countries, Agoda International Pte Ltd. (UK);

Limitation on Claims

Unless otherwise prohibited by applicable law, any Claim must be brought within two (2) years from the date on which such Claim arose or accrued.

PLEASE READ THIS PROVISION CAREFULLY. IT REQUIRES THAT ANY AND ALL CLAIMS MUST BE RESOLVED BY BINDING ARBITRATION OR IN SMALL CLAIMS COURT, AND IT PREVENTS YOU FROM PURSUING A CLASS ACTION OR SIMILAR PROCEEDING IN ANY FORUM. THESE LIMITATIONS APPLY TO ANY CLAIMS AGAINST ROCKET TRAVEL, ITS SUBSIDIARIES OR AFFILIATES, OR ANY TRAVEL SERVICE PROVIDERS OR COMPANIES OFFERING PRODUCTS OR SERVICES THROUGH THE SITE.

IN ARBITRATION, A DISPUTE IS RESOLVED BY AN ARBITRATOR INSTEAD OF A JUDGE OR JURY. THE ARBITRATOR'S DECISION WILL GENERALLY BE FINAL AND BINDING, WITH NO RIGHT OF APPEAL. ARBITRATION PROCEDURES ARE SIMPLER AND MORE LIMITED THAN COURT PROCEDURES.

By using this Site, you, any Third-party, and Rocket Travel agree that any Claim, including claims regarding the applicability or validity of this arbitration provision, shall be resolved exclusively by final and binding arbitration administered by the American Arbitration Association ("AAA") and conducted before a single arbitrator pursuant to the then applicable Rules and Procedures established by AAA ("Rules and Procedures"), except that, pursuant to subsection (e) below, under no circumstances may any claim be brought or arbitrated as a class action or be joined with another person's claim, or proceed on a basis involving claims brought on a purported representative capacity (either on behalf of the general public or other users or persons). This agreement applies to, and includes, any and all Claims, including any Claims that arose prior to entering this agreement.

As an exception to arbitration, you, any Third-party, and Rocket Travel retain the right to pursue in a small claims court located in the federal judicial district that includes your or the Third-party's billing address at the time of the Claim, any Claim that is within the court's jurisdiction and proceeds on an individual basis. All Claims you or a Third-party bring against Rocket Travel, its subsidiaries or affiliates, or any travel service providers or companies offering products or services through the Site must be resolved in accordance with this Disputes and Arbitration Section. All Claims filed or brought contrary to this Section shall be considered improperly filed and void.

If you decide to seek arbitration, you must first send, by certified mail, a written Notice of Dispute ("Notice") addressed to Rocket Travel at the address mentioned in the Contacting Us section below ("Notice Address"). The Notice must (i) describe the nature and basis of the Claim; and (ii) set forth the specific relief sought. If Rocket Travel and you, or Rocket Travel and any Third-party, do not reach an agreement to resolve the Claim within 60 days after the Notice is received, you, or the Third-party, may commence an arbitration proceeding. During the arbitration, the amount of any settlement offer made shall not be disclosed to the arbitrator until after the arbitrator determines the amount, if any, to which you, any Third-party, or Rocket Travel is entitled. A form to initiate arbitration may be downloaded here.

The arbitration shall be held at a location determined by AAA pursuant to the Rules and Procedures (provided that such location is reasonably convenient for you, or any Third-party asserting a Claim), or at such other location as may be mutually agreed upon.

To the extent that any Claim is held not to be subject to arbitration and proceeds in a Court other than small claims court, such Claim shall be filed only in the United States District Court for Illinois or, if there is no federal jurisdiction over the action, in the courts of the State of Illinois located in Cook County, Illinois. You hereby consent and submit to the personal jurisdiction of such courts for the purposes of litigating any such Claim that is not subject to the arbitration provision and not pursued in small claims court, and agree that any such claim shall be resolved individually, without resort to any form of class action (as described more fully in section I.A.2.e below). You further agree that any and all Claims or other matters asserted in such dispute, whether based upon contract, tort, statute, or otherwise, shall be governed by the laws of the State of Illinois, without regard to conflict of laws provisions that would result in the application of the laws of any other jurisdiction.

YOU AND ANY THIRD-PARTY FURTHER AGREE THAT NO PROCEEDING AGAINST ROCKET TRAVEL, ITS SUBSIDIARIES OR AFFILIATES, OR ANY TRAVEL SERVICE PROVIDERS OR COMPANIES OFFERING PRODUCTS OR SERVICES THROUGH THE SITE (UNDER THIS PROVISION OR OTHERWISE) MAY PROCEED AS A CLASS ACTION, BE JOINED WITH ANOTHER PERSON’S CLAIM, OR PROCEED ON A BASIS INVOLVING CLAIMS BROUGHT IN A PURPORTED REPRESENTATIVE CAPACITY (EITHER ON BEHALF OF THE GENERAL PUBLIC OR OTHER USERS OR PERSONS). ANY AND ALL PROCEEDINGS TO RESOLVE CLAIMS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS. IN ADDITION, NO ARBITRATION PROCEEDING UNDER THIS PROVISION SHALL BE CONSOLIDATED OR JOINED IN ANY WAY WITH ANY OTHER ARBITRATION PROCEEDING WITHOUT THE EXPRESS WRITTEN CONSENT OF ALL PARTIES.

For any arbitration involving Claims that together seek damages that do not exceed $25,000, Rocket Travel will reimburse you for all fees and costs imposed by AAA. If you are unable to pay the filing fee, Rocket Travel will pay it for you. For any arbitration involving Claims that together seek damages that exceed $25,000, if you, or any Third-party, prevail in the arbitration of any Claim against Rocket Travel, Rocket Travel will reimburse such prevailing party for any fees or costs the prevailing party paid to AAA in connection with the arbitration.

If you prevail in the arbitration of any Claim against Rocket Travel and are awarded an amount greater than Rocket Travel's last written settlement offer to you, Rocket Travel will pay a minimum recovery of $5,000, and Rocket Travel will reimburse you for all reasonable attorney's fees incurred in arbitrating the Claim(s) upon which you have prevailed. If any Third-party prevails in the arbitration of any Claim against Rocket Travel and is awarded an amount greater than Rocket Travel's last written settlement offer to such Third-party, Rocket Travel will pay a minimum recovery of $5,000 to the Third-party, and Rocket Travel will reimburse such Third-party for all reasonable attorney's fees incurred in arbitrating the Claim upon which he or she has prevailed. Any dispute regarding attorney's fees to be paid pursuant to this paragraph will be decided by the arbitrator who decided the underlying Claim. If you or the Third-party do not prevail on the claim or prevail but are awarded an amount less than or equal to Rocket Travel's last written settlement offer to you, Rocket Travel will pay only the amount of the award, not the minimum recovery or attorneys' fees.

Notwithstanding any other provision of law or any of the Rules and Procedures established by AAA which may be to the contrary, Rocket Travel will not be entitled to seek reimbursement of its attorney's fees for any Claim the arbitrator finds to be non-frivolous.

With the exception of sub-part (e) above (the class action waiver), if any part of this arbitration provision is held to be invalid, unenforceable or illegal, or otherwise conflicts with the Rules and Procedures established by AAA, then the balance of this arbitration provision shall remain in effect and shall be construed in accordance with its terms as if the invalid, unenforceable, illegal or conflicting provision were not contained herein. If, however, subpart (e) above (the class action waiver) is held to be invalid, unenforceable or illegal, then the entirety of this arbitration provision shall be null and void, and neither you nor any Third-party, nor Rocket Travel shall be entitled to arbitrate their dispute.

Arbitration rules and forms may be obtained from AAA at http://www.adr.org or by calling AAA at 1-800-778-7879.

IF YOU OR ANY THIRD-PARTY DO NOT CHOOSE TO ACCEPT THIS BINDING ARBITRATION PROVISION, YOU OR SUCH THIRD-PARTY MUST NOTIFY ROCKET TRAVEL IN WRITING BY CERTIFIED MAIL WITHIN THIRTY (30) DAYS OF YOUR PURCHASE OR BEFORE YOU BEGIN TO USE THE SERVICES PURCHASED ON THIS SITE, WHICHEVER DATE IS SOONER. SUCH NOTICE SHALL BE SENT TO THE NOTICE ADDRESS DEFINED IN SUBSECTION (b), ABOVE. IF YOU SO NOTIFY US BY THAT TIME THAT YOU DO NOT ACCEPT THE BINDING ARBITRATION PROVISION, YOU AND ANY SUCH THIRD-PARTY MAY NOT CONTINUE TO PURCHASE SERVICES OR PRODUCTS ON THIS SITE UNLESS AND UNTIL ROCKET TRAVEL NOTIFIES YOU OR SUCH THIRD-PARTY OTHERWISE. ROCKET TRAVEL SHALL HAVE THE RIGHT TO PROHIBIT YOUR AND SUCH THIRD-PARTY'S FUTURE PURCHASE OF SERVICES OR PRODUCTS ON THIS SITE.

 

Privacy & Cookies

First things first – your privacy is important to us. We know that’s the kind of thing all these sorts of notices say, but frankly we mean it. You’ve placed your trust in us by using the Booking.com services and we value that trust. That means we’re committed to protecting and safeguarding any personal data you give us. We act in our customers’ interest and we are transparent about the processing of your personal data.

On this website, we partnered with Rocket Travel, Inc., also a Priceline Group company, to offer AAdvantage offers on select properties. For more information on how Rocket handles your personal information in connection with booking these properties, visit https://www.rocketmiles.com/privacy

For the payment transactions from www.bookaahotels.com website and/or mobile applications, for which Rocket Travel Inc. makes use of the services of Agoda Company Pte. Ltd. (“Agoda”) for the handling and processing of such payment transactions, Agoda and its affiliates will assist Rocket Travel Inc. in adherence to this Privacy Policy.

This document describes how we use and process your personal data, hopefully provided in a readable and transparent manner so you can get where we’re coming from without getting bored senseless. As an added bonus, it also tells you how to contact us if you have questions about your personal data, which we’re more than happy to answer. Please also read our separate Cookie Statement, which tells you how Booking.com makes use of cookies and other similar technologies. For a better understanding of what we mean by “Trip”, “Trip Provider”, “Trip Service” and “Trip Reservation”, please read the Booking.com Terms and Conditions.

If you’ve ever used us before, you’ll know that Booking.com offers online travel-related services through our own websites and mobile apps, as well as through other online platforms such as partners’ websites and social media. Why point that out, you ask? Well, here’s the thing. All the information that follows applies to not one, not two, but all of these platforms. Several platforms, one privacy statement.

This one privacy statement applies to any kind of information we collect through these platforms or other means connected to these platforms (such as contacting our customer service team via email). It makes for a lot less tedious reading. If you are one of our business partners, make sure to also check out our Privacy Statement for Business Partners to understand how personal data is further processed as part of the business relationship.

We might amend the Privacy Statement from time to time. If you care about your privacy, visit this page regularly and you’ll know exactly where you stand. If we make changes to the Privacy Statement which will have an impact on you (for example, if we intend to process your personal data for other purposes than communicated in the past in this Privacy Statement), we will notify you of these changes before the new activities begin.

Sad but necessary bit: If you disagree with this Privacy Statement, you should discontinue using our services. If you agree with our Privacy Statement, then you’re all set to book your next Trip through us. Let the good times roll!

What kind of personal data does Booking.com collect?

We can’t help you book the perfect Trip without information, so when you use our services there are certain pieces of information we ask for. This is pretty basic stuff – your name, preferred contact details, the names of anybody travelling with you and your payment information. You may decide for yourself to submit special requests for your upcoming Trip (for example, certain preferences ). In addition to this, we also collect information from your computer, phone, tablet or other device you are using to access our services. This includes the IP address, the browser you use, and your language settings. There are also situations in which we receive information about you from others or automatically collect other information. This is the basic overview of the information we collect, but if you’d like to know more, we go into a lot more detail below. Read more

Why does Booking.com collect and use your personal data?

The main reason we ask you for personal details is a pretty good one – it’s to help administer your online Trip Reservations and ensure you get the best service possible. We also use your personal data to contact you and to inform you of the latest deals and special offers and other products or services which we believe may be of interest to you. There are other uses too – if you’d like to find out what they are, read on for a more detailed explanation. Read more

How does Booking.com share your data with third parties?

There are different parties integrated into the Booking.com services in various ways and for various reasons. The primary purpose is to share your data relevant for your Trip with the Trip Provider to complete your Trip Reservation. There are also other parties which can receive some of your data, which are parties we involve to provide you with the Booking.com services. This includes for example - financial institutions, advertisers, subsidiaries of the Booking.com corporate family and other affiliates of the Booking Holdings Inc. corporate family or in some cases, if we are required by applicable law, governmental or other authorities. We do not sell or rent your personal data. Below we’ll go into more detail about how information you share with us is used and exchanged with these parties. Read more

How is your personal data shared within the Booking Holdings Inc. corporate family?

Booking.com is part of the Booking Holdings Inc. corporate family. Please read here specifically how your data may be shared within the Booking Holdings corporate group. Read more

How does Booking.com process communications that you and your booked Trip Provider may send to Booking.com?

Booking.com can help you and Trip Providers exchange information and requests about their services and existing Trip Reservations, directing the communications through Booking.com. If you want to find out more about how Booking.com receives and handles these communications, read on here. Read more

How does Booking.com make use of mobile devices?

We offer free apps through which we also collect and process personal data. This works in much the same way as our website, but they also allow you to use our location services. Read more

How does Booking.com make use of social media?

The use of social media services may be integrated with the Booking.com services in various ways, which will involve us collecting some of your personal data or the social media provider receiving some of your information. If you’d like to learn more about how this information is used and exchanged, read on. Read more

What security and retention procedures does Booking.com put in place to safeguard your personal data?

We observe appropriate and adequate procedures to prevent unauthorized access to, and the misuse of, personal data that we process. Read more

How does Booking.com treat personal data of children?

Unless indicated otherwise, Booking.com is a service you are only allowed to use if you are over 16 years of age. We only process information about children with the consent of the parents or legal guardians or when the information is provided to use by the parents or legal guardian. Read more

How can you control the personal data you have given to Booking.com?

You always have the right to review the personal data we keep about you. You can request an overview of your personal data by emailing us to the email address stated below. If you want to find out more about your rights to control your personal data, read on here. Read more

Who is responsible for the processing of personal data on the Booking.com website and apps?

Booking.com B.V., located in Amsterdam, The Netherlands, controls the processing of personal data on its websites and mobile apps, but not the processing of personal data by Rocket Travel Inc. or American Airlines. Please read the privacy statements of Rocket Travel and American Airlines to learn more about how these parties process your personal data. Read more

For California Residents - California Law

This section supplements our Privacy Statement and only applies as of 1 January 2020 and if you reside in the state of California. It describes how we use and process your personal information (the terms used under the law) and explains your particular rights. Read more

What kind of personal data does Booking.com collect?

OK, so you’re looking for a bit more info. Here’s a more in-depth look at the information we collect.

Personal data you give to us.

Booking.com collects and uses information which you provide to us. When you make a Trip Reservation, you are (as a minimum) asked for your name and email address. Depending on the Trip Reservation, we may also ask for your home address, telephone number, payment information, date of birth, the names of any guests travelling with you and any preferences (such as meal preferences and any mobility restrictions) you might have for your Trip.

If you need to get in touch with our customer service team, or reach out to us through other means (such as through social media, or communicating with your booked Trip Provider through us) we will collect information from you there too. Guests can also be asked to provide a review to help ensure future guests get exactly what they’re looking for. We will collect information from you included in your reviews, including your display name and avatar if you choose one.

There are also other instances where you’ll provide us with information. For example, if you’re browsing with your mobile device, you can decide to enable Booking.com to see your current location or grant access to your contact details – this helps us provide you with the best possible service and experience (for example, to see our city guides, the nearest restaurants or attractions to your location or other recommendations). You can also open a user account, which allows you to save your personal settings, upload photos, review previous bookings or plan and manage future reservations or benefit from other features only available to account holders (such as incentives or other benefits we may offer).

You can decide to participate in referral programs or sweepstakes, and doing this will also mean providing us with personal data. In addition to that, you can provide us with feedback or ask for help with using the Booking.com travel services.

Personal data you give us about others.

Of course, you might not simply be making a Trip Reservation for yourself. You may be doing a Trip with other guests whose details you provide as part of the Trip Reservation, or you may make a Trip Reservation on behalf of someone else. If you maintain a Booking.com for Business account, you can also create an address book to facilitate business travel, as well as manage the bookings of others. In some cases, you can use Booking.com to share information with others. This might take the form of forwarding a wish list or participating in referral programs, but such information may only be used as described in the offered interface – check the details there if you want to know more.

However, at this point we have to point out that it’s your responsibility to ensure that the person or people you have provided personal data about are aware that you’ve done so, and have understood and accepted how Booking.com uses their information (as described in this Privacy Statement).

Personal data we collect automatically.

Even if you don’t end up making a Trip Reservation (and when you do), when you visit our websites or apps we automatically collect certain information. This includes your IP address, the date and time you accessed our services, the hardware, software or internet browser you use and information about your computer’s operating system, like application versions and your language settings. We also collect information about clicks and which pages have been shown to you.

If you are using a mobile device, we collect data that identifies your mobile device, device-specific settings and characteristics, app crashes and other system activity. When you make a Trip Reservation, our system registers through which means and from which websites you have made your reservation or entered the Booking.com websites and/or apps.

Personal data we receive from other sources.

It’s not just the things you tell us, though – we may also receive information about you from other sources. These include business partners, such as affiliate partners, subsidiaries of the Booking.com corporate family and other affiliates of the Booking Holdings Inc. corporate family (see also here) and other independent third parties, and anything we get from them may be combined with information provided by you. For example, the Booking.com reservation services are not only made available via Booking.com and the Booking.com apps, but are also integrated into services of affiliate partners you can find online. When you use some of these, you provide the reservation details to our business partner, who then forward your details to us. We also integrate third party service providers to facilitate payment between bookers and Trip Providers. These service providers share payment information so we can administer and handle your Trip Reservation, making sure everything goes as smoothly as possible for you.

Another example is that we integrate communication services into our platforms to enable you to connect with the booked Trip Provider about your stay, and when we do we receive in some cases metadata about communication activities (such as where you called, who you are and the date and length of the call). We may also receive information about you to serve you more relevant advertisement for example additional cookie data made available to Booking.com by social media partners. Please read under Why does Booking.com collect and use your personal data? for more information. When you link your Booking.com user account to your social media account, personal data may be shared with Booking.com by that social media provider, but only when it’s OK with you for them to do so. You always have the choice not to share this data.

Trip Providers may share information about you with Booking.com too – this may happen if you have support questions about your pending reservation, when disputes arise about a Trip Reservation (though naturally we don’t like it when that happens).

Why does Booking.com collect and use your personal data?

We use the information collected about you for various purposes. Your personal data may be used in the following ways:

  1. Trip Reservations: First and foremost, we use your personal data to complete and administer your online Trip Reservation, which is pretty central to what we do as a company! This includes sending you communications in relation to your Trip Reservation such as confirmations, modifications and reminders.
  2. Customer service: We provide international customer service from our local offices in more than 20 languages, and we’re there to help 24 hours a day, 7 days a week. Sharing your relevant details, such as reservation information or information about your user account with our global customer service staff allows us to respond when you need us – including helping you to find appropriate Trip Provider and responding to any questions you might have about your Trip Reservation (or any other queries, for that matter).
  3. Account facilities: Booking.com users can create a user account on our websites or apps. We use the information you give us to administer this account, allowing you to do a number of useful things. You can manage your Trip Reservations, take advantage of special offers, make future Trip Reservations easily and manage your personal settings. Managing personal settings can allow you to keep and share lists, share photos, see previously searched Trip Services easily and to check other travel-related information you have provided. It can also allow you to see any reviews you have submitted. If you want, you can share certain information in your user account by creating a public profile that’s associated with either your own first name or a screen name of your choice. Booking.com for Business account holders can save contact details in their account facility, manage their business reservations and link other account holders to the Booking.com for Business account.
  4. Online groups: We may enable users with an account to join and interact with each other through online groups or forums.
  5. Marketing activities: We use your information for marketing activities. These activities include:
    1. Using your contact information to send you regular news of travel-related products and services. You can unsubscribe from email marketing communications quickly, easily and at any time – just click on the "Unsubscribe" link included in each newsletter or other communication.
    2. Based on your information, individualised offers may be shown to you on the Booking.com website, in mobile apps or on third-party websites/apps (including social media sites) and the content of the site displayed to you may be personalized. These may be offers that you can book directly on the Booking.com site, or on co-branded sites, or other third-party offers or products we think you might find interesting.
    3. When you participate in other promotional activities (such as sweepstakes, referral programs or competitions), relevant information will be used to administer these promotions.
  6. Communicating with you: There may be other times when we get in touch, including by email, by post, by phone or by texting you – which method we choose depends on the contact information you’ve previously shared with us. And we process the communications you send to us. There could be a number of reasons for this, including:
    1. Responding to and handling any requests you or your booked Trip Provider have made. Booking.com also offers guests and Trip Providers various means to exchange information, requests, and comments about Trip Providers and existing Trip Reservations via Booking.com. For more information, scroll down a bit and read the section titled “How does Booking.com process communications that you and your booked Trip Provider may send through Booking.com?”.
    2. If you have not finalized a Trip Reservation online, we can contact you with a reminder to continue with your reservation. We believe that this additional service benefits you as it allows you to carry on with a Trip Reservation without having to search for Trip Provider or fill in your reservation details again.
    3. When you use our services, we can send you a questionnaire or invite you to provide a review about your experience with Booking.com or the Trip Provider.
    4. We also send you other material related to your Trip Reservations, such as how to contact Booking.com if you need assistance while you are away, and information that we feel might be useful to you in planning or getting the best out of your Trip. We may also send you material related to upcoming Trip Reservations or a summary of previous Trip Reservations you made through Booking.com.
    5. Even if you do not have an upcoming Trip Reservation, we may need to send you other administrative messages, which may include security alerts.
  7. Market research: We sometimes ask our customers to take part in market research. Please see the information provided when you are invited to participate to understand what personal data is collected and how your personal data is used further.
  8. Improving our services: We also use personal data for analytical purposes. This is part of our drive to improve our services and enhance the user experience, but can also be used for testing purposes, troubleshooting and to improve the functionality and quality of our online travel services. The main goal here is to optimize and customize our online platform to your needs, making our site easier and more enjoyable to use. We strive to only use pseudonymized data for these analytical purposes.
  9. Guest reviews and other destination-related information: During and after your Trip you book through us, you may be invited to submit a review. We can also enable guests travelling with you or on whose behalf you have booked to provide a review. This invite asks for information about the Trip Provider or the destination. Account holders can choose to display a review with a screen name instead of the real name (which can be chosen in the user account facility). In addition to this, account holders can choose to display a review anonymously. Adding an avatar is also possible. By completing a guest review, you are agreeing that it can be displayed (as described in detail in our Terms and Conditions) on, for example, the relevant Trip Provider information page on our websites, on our mobile apps, on our social media accounts and social media apps, or on the online platform of the relevant Trip Provider or business partner’s website. This is to inform other travellers about the quality of the Trip Service you used, the destination you have chosen or other experiences you choose to share.
  10. Call monitoring: When you make calls to our customer service team, Booking.com uses an automated telephone number detection system to relate your telephone number to your existing reservations – this can help save time for both you and our customer support staff. Our customer service staff may still ask for authentication, which ensures that your reservation details are kept confidential. During calls with our customer service team, live listening may be done or calls may be recorded for quality control and training purposes which includes the usage of the recordings for the handling of claims and fraud detection purposes. Not all calls are recorded and recordings are kept for a limited amount of time and automatically deleted thereafter, unless Booking.com has a legitimate interest to keep such recording for a longer period, including for fraud investigation and legal purposes.
  11. Promotion of a safe and trustworthy service: In order to create a trustworthy environment for you, your fellow travellers, Booking.com’s business partners and our Trip Providers, we may use personal data for the detection and prevention of fraud and other illegal or unwanted activities. Similarly, we may use personal data for risk assessment and security purposes, including the authentication of users and reservations. For such purposes, we may have to stop certain reservations or put on hold reservations until we have finished our assessment.
  12. Legal purposes: Finally, in certain cases, we may need to use your information to handle and resolve legal disputes, for regulatory investigations and compliance, to enforce the terms of use of the Booking.com online reservation service or to comply with lawful requests from law enforcement.

Providing your personal data to Booking.com is voluntary. However, depending on the type of service you may want to use, we may only be able to provide you with this service if certain personal data is collected. For instance, we cannot process your Trip Reservation if we do not collect your name and contact details.

If we use automated means to process personal data which produces legal effects or significantly affects you, we will implement suitable measures to safeguard you rights and freedoms, including the right to obtain human intervention.

To process your personal data as described above, we rely on the following legal bases:

In view of purpose A and B, Booking.com relies on the legal basis that the processing of the personal data is necessary for the performance of a contract, specifically to finalize and administer your Trip Reservation. If the required personal data is not provided, Booking.com cannot finalize the Trip Reservation, nor can we provide customer service. In view of purposes C to K, Booking.com relies on its legitimate commercial business interest to provide its services, to prevent fraud and to improve its services. When using personal data to serve Booking.com’s or a third party's legitimate interest, Booking.com will always balance your rights and interests in the protection of your personal data against Booking.com’s rights and interests or those of the third party. For purposes L, Booking.com relies also where applicable on compliance with legal obligations (such as lawful law enforcement requests). Where needed under applicable law, Booking.com will obtain your consent prior to processing your personal data for direct marketing purposes.

If you wish to object to the processing set out under C to K and no opt-out mechanism is available to you directly (for example, in your account settings), to the extent applicable, please contact dataprotectionoffice@booking.com.

How does Booking.com share your data with third parties?

In certain circumstances, we’ll share your personal data with third parties.

  1. The Trip Provider you booked: This one’s pretty crucial for what we do! In order to complete your Trip Reservation, we transfer relevant reservation details to the Trip Provider you have booked. Depending on the Trip Reservation and the Trip Provider, this can include your name, contact details, payment details, the names of the guests travelling with you and any preferences or other information you specified when you made your Trip Reservation. If you have a query about your Trip, we may contact the Trip Provider and ask them to handle your request. Unless payment is made during the book process via the Booking.com website, we will forward your credit card details to the booked Trip Provider for further handling (assuming you’ve provided us with those details during your booking process). In cases of reservation-related disputes, we may provide the Trip Provider with information about the reservation process as needed to handle the dispute. This may include a copy of your reservation confirmation as proof that a Trip Reservation was actually made.
  2. Your local Booking.com office: In order to support the use of the Booking.com services, your details may be shared with subsidiaries of the Booking.com corporate family which act as service providers for Booking.com, including in relation to customer support services. To find out everything you need to know about the Booking.com corporate family, visit About Booking.com.
  3. Third-party service providers: We use service providers, which are not part of the Booking.com corporate family, to support us in providing the Booking.com services. These service providers provide support services such as
    • customer support;
    • market research;
    • fraud detection and prevention services, including anti fraud screening service.;
    • payment services. We use third parties to process payments, handle chargebacks or provide billing collection services. When a chargeback is requested for your Trip Reservation by either you or by the holder of the credit card used to make your reservation, we need to share certain reservation details with the payment service provider and the relevant financial institution to handle the chargeback. This may also include a copy of your reservation confirmation or the IP address used to make your reservation. We may share information with relevant financial institutions, if we consider it strictly necessary for fraud detection and prevention purposes.
    • marketing services. We share personal data with advertising partners, including your email address, as part of marketing the Booking.com services via third parties (to ensure that relevant advertisements are shown to the right audience). We strive to only share email addresses in hashed form to enable the matching of your email address with an existing customer database so that your email address cannot be used for other purposes. For more information on personalised advertisement and your choices, please read - “How are cookies used?" and - “What are your choices?" in our Cookie Statement.
    • All service providers are required to continue to adequately safeguard your personal data.
  4. Competent authorities: We disclose personal data to law enforcement insofar as it is required by law or is strictly necessary for the prevention, detection or prosecution of criminal acts and fraud or if we are otherwise legally obliged to do so. We may need to further disclose personal data to competent authorities to protect and defend our rights or properties, or the rights and properties of our business partners.
  5. Business partners: We work with many business partners around the world. These business partners distribute or advertise the Booking.com services, including the services and products of our Trip Providers.
  6. When you make a reservation on one of our business partners’ websites or apps, certain personal data that you give them such as your name and email address, your address, payment details and other relevant information, will be forwarded to us to finalize and administer your Trip Reservation. If customer service is provided by the business partner, Booking.com will share details relevant to your reservation with the business partners (as and when needed) in order to provide you with appropriate and efficient support. When you make a reservation through one of our business partners’ websites, the business partners can receive certain parts of your personal data related to the specific reservation such as your name and email address. This is for their own internal purposes (such as analytical purposes) and, if requested by you, for the administration of loyalty programs or marketing.
  7. When you make a reservation on a business partners’ website, please also take the time to read their privacy notice if you wish to understand how these business partners may process your personal data. For fraud detection and prevention purposes and as strictly necessary, we may also exchange information about our users with business partners.
    • Booking.Basic: We may enable you to book Booking.Basic. Booking.Basic entails that your reservation is facilitated by Trip Provider different from the booked accommodation. As part of the reservation process, we will be required to share some of your personal data that is relevant for the reservation with this business partner. If Booking.Basic is used, please review the information provided in the book process or consult your reservation confirmation for more information about the Trip Provider and how your personal data is further processed by them.
  8. The Booking Holdings Inc. corporate family: Please read here how we may share your personal data with the Booking Holdings Inc. corporate family.

The transmission of personal data as described in this Privacy Statement may include overseas transfers of personal data to countries whose data protection laws are not as comprehensive as those of the countries within the European Union. Where required by European law, we shall only transfer personal data to recipients offering an adequate level of data protection. In these situations, as may be required, we make contractual arrangements to ensure that your personal data is still protected in line with European standards. You can ask us to see a copy of these contractual agreements using the contact details below.

How is your personal data shared within the Booking Holdings Inc. corporate family?

Booking.com is part of the Booking Holdings Inc. corporate family. See here for more information:

We may receive personal data about you from other companies of the Booking Holdings Inc. corporate family or share your personal data with them for the following purposes:

  1. To provide services (including to make, administer and manage reservations or handle payments);
  2. To provide customer support services;
  3. To detect, prevent and investigate fraudulent, other illegal activities and data breaches;
  4. For analytical and product improvement purposes;
  5. To provide personalised offers or send you marketing with your consent or as otherwise permitted by applicable law;
  6. To ensure compliance with applicable laws.

Unless indicated otherwise, for purposes A to E, Booking.com relies on its legitimate interest to share and receive personal data. For purpose F, Booking.com relies where applicable on compliance with legal obligations (such as lawful law enforcement requests).

For example, Booking.com works closely with Rentalcars.com to offer ground transport services to its customers. All companies within the Booking Holdings Inc. group of companies may need to exchange customer personal data to ensure it protects all users from fraudulent activities on its online platforms.

How does Booking.com process communications that you and your booked Trip Provider may send via Booking.com?

Booking.com can offer you and Trip Providers partners various means to communicate about the Trip Services and existing Trip Reservations, directing the communications via Booking.com. This allows you and your Trip Provider to contact Booking.com with questions about your Trip Reservation or about your accommodation partners via the My Booking Page, the Booking.com app, and via other channels that we make available.

Booking.com accesses communications and may use automated systems to review, scan, and analyze communications for security purposes; fraud prevention; compliance with legal and regulatory requirements; investigations of potential misconduct; product development and improvement; research; customer engagement, including to provide you with information and offers that we believe may be of interest to you; and customer or technical support. We reserve the right to block the delivery of or review communications that we, in our sole discretion, believe may contain malicious content, spam, or may pose a risk to you, accommodation partners, Booking.com, or others. Note, all communications sent or received using Booking.com communication tools will be received and stored by Booking.com. Business partners through whose platform you made the reservation and Trip Providers may choose to communicate with you directly via email or other channels that Booking.com does not control.

How does Booking.com make use of mobile devices?

We offer free apps for a variety of mobile devices, as well as versions of our regular website that have been optimised for mobile and tablet browsing. These apps and mobile websites process the personal details you give us in much the same way as our website does – and they also allow you to use location services to find Trip Services nearby - if you want us to. With your consent, we may send you push notifications with information about your Trip Reservation. You may grant us access to your location data or contact details in order to provide services requested by you. When you upload a picture from your mobile device, your picture may also be tagged with your location information. Please read the instructions of your mobile device to understand how to change the settings and enable the sharing of such data or the receipt of push notifications.

We make use of something known as cross-device tracking in order to optimize our services and marketing activities. This may be done with or without the use of cookies. For more information about cookies and other similar technologies, please see our Cookie Statement. With cross-device tracking, Booking.com is able to track user behaviour across multiple devices. As part of cross-device tracking, Booking.com may combine data collected from a particular browser or mobile device with another computer or device linked to the computer or device from which the data was collected.

In order to optimize the content of the Booking.com newsletter, Booking.com combines the searches and reservations made from different computers and devices. You can unsubscribe from the Booking.com newsletter at any time.

Personalised advertisements shown to you on other websites or in apps, can be offered based on your activities on linked computers and devices. By amending your cookie settings on your device (see in our Cookie Statement under “What are your choices”), you can change your cross-device tracking settings for advertisement purposes. You should know that logging out of your user account will not actually mean that you no longer receive personalised advertisements.

How does Booking.com make use of social media?

Here at Booking.com, we use social media in different ways. We use it partly to facilitate the use of online reservation services, but also to promote our Trip Providers’ travel-related products and services and to advertise, improve and facilitate our own services. You are free not to use the social media features.

  1. Log in with your social media account. We offer you the opportunity to sign in to a Booking.com user account with your social media account, which saves you from having to remember different user names and passwords for different online services. After you’ve signed in once, you’ll always be able to use your social media account to sign in to your Booking.com account. You can decouple these accounts from each other at any time too.
  2. Integration of social media plugins. We have also integrated social media plugins into the Booking.com website and apps. This means that when you click on one of the buttons (such as Facebook’s ‘Like’ button) certain information is shared with these social media providers. If you are logged in to your social media account at the same time, your social media provider may relate this information to your social media account and possibly present your actions on your social media profile to be shared with others in your network.
  3. Other social media services and features. We may integrate other social media services (like social media messaging) to interact with Booking.com or with your contacts about our services. We may maintain social media accounts and offer apps on several social media sites. Whenever you connect with Booking.com through social media, your social media service provider may allow you to share information with Booking.com. If you choose to share, you will generally be told by your social media provider which information will be shared. For example, when you log into a Booking.com user account with your social media account, certain information (as authorized by you to your social media provider) may be shared with Booking.com. This might include your email address, age or profile pictures saved in your user account.

When you register with a Booking.com social media app or connect to a social media messaging service without having a Booking.com user account, the information you choose to share with us may include the basic information available in your social media profile (including your email address, status updates and a list of your contacts). We’ll use this information to help provide you with the service you requested – for example, to forward a message you want to send to your contacts or to create a personalised user experience in the app itself or on our websites. It means that if you want us to we can tailor our services to suit your needs, connecting you and your friends with the best travel destinations and analysing and enhancing our travel-related services. Your social media provider will be able to tell you more about how they use and process your data whenever you connect with Booking.com through them, for instance by combining personal data they collect when you use Booking.com through them with information they collect when you use other online platforms linked with your social media provider.

What security and retention procedures does Booking.com put in place to safeguard your personal data?

We observe reasonable procedures to prevent unauthorised access to, and the misuse of, personal data.

We use appropriate business systems and procedures to protect and safeguard the personal data you give us. We also use security procedures and technical and physical restrictions for accessing and using the personal data on our servers. Only authorized personnel are permitted to access personal data in the course of their work.

We will retain your personal data for as long as we deem it necessary to enable you to use our services, to provide our services to you (including maintaining the online user account (if created)), to comply with applicable laws, resolve disputes with any parties and otherwise as necessary to allow us to conduct our business, including to detect and prevent fraud or other illegal activities. All personal data we retain will be subject to this Privacy Statement.

How does Booking.com treat personal data of children?

The services offered by Booking.com are not directed at children under 16 years old. For children younger than 16 years old, the use of any of our services is only allowed with the valid consent of a parent or a guardian. In limited cases as part of a reservation, purchase of other travel-related services, or in exceptional other circumstances (such as features addressed to families), Booking.com may collect and use information of children only as provided by the parent or guardian or with their consent. If we become aware that we process information of a child under 16 years old without the valid consent of a parent or guardian, we reserve the right to delete it.

How can you control the personal data you have given to Booking.com?

We want you to be in control of how your personal data is used by us. You can do this in the following ways:

  1. you can ask us for a copy of the personal data we hold about you;
  2. you can inform us of any changes to your personal data, or you can ask us to correct any of the personal data we hold about you but, as explained below, you may be able to make such changes yourself;
  3. in certain situations, you can ask us to erase, or block or restrict the processing of, the personal data we hold about you, or object to particular ways in which we are using your personal data; and
  4. in certain situations, you can also ask us to send the personal data you have given us to a third party.

Where we are using your personal data on the basis of your consent, you are entitled to withdraw that consent at any time subject to applicable law. Moreover, where we process your personal data based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal data subject to applicable law.

We rely on you to ensure that your personal data is complete, accurate and current. Please do inform us promptly of any changes to or inaccuracies of to your personal data by contacting us.

If you have an online user account, you can access a significant amount of your personal data through our website/apps. Our website/apps generally present you with the option to add, update or remove information we have about you.

If any personal data we have about you is not accessible through our website/apps, you can send us your request at no cost. For any of your requests in regards to this Privacy Statement and to exercise any of your rights or if you have a complaint, please contact us by contacting our Data Protection Officer at dataprotectionoffice@booking.com. You may also contact your local data protection authority.

If you wish to object to the processing of your personal data on the basis of legitimate interest and no opt-out mechanism is available to you directly, please contact us at dataprotectionoffice@booking.com.

Who is responsible for the processing of personal data via Booking.com and how to contact us?

Booking.com B.V. controls the processing of personal data as described in this Privacy Statement. Booking.com B.V. is a private limited liability company, incorporated under the laws of the Netherlands and has its offices at Herengracht 597, 1017 CE Amsterdam, the Netherlands.

If you have any questions about this Privacy Statement or about our processing of your personal data, please contact our data protection officer via dataprotectionoffice@booking.com and we’ll get right back to you. For questions about your reservation, please contact our customer service team via CS contact page. Requests from law enforcement should be sent using the process described at https://www.booking.com/content/law-enforcement.html.

For California Residents - California Law

This section supplements our Privacy Statement and only applies as of 1 January 2020 and if you reside in the state of California. It describes how we use and process your personal information (the term used under the law) and explains your particular rights under California law.

We set out below the personal information we collect about you, including by identifying specific categories of information:

  1. Identifiers (e.g. your name, account number, email address, IP address)
  2. Financial, medical, or health insurance information (e.g. your bank account number, payment card number, medical information if provided by you or on your behalf)
  3. Characteristics of protected classifications under California or federal law (e.g. your gender, religion)
  4. Commercial information (e.g. your purchase information)
  5. Internet or other electronic network activity information (e.g. information about your website or app usage)
  6. Geolocation data (e.g. your physical location)
  7. Visual information (e.g. any photographs you upload on your account)
  8. Inferences (e.g. analytics and preferences)
  9. Professional or employment-related information (e.g. employer and business travel details).

If you would like more information about the categories of sources from which we obtain personal information, the specific types of personal information we collect, or the purposes for which we collect them, please read the sections “What kind of personal data does Booking.com collect?" and "Why does Booking.com collect and use your personal data" of our Privacy Statement. To learn more about the receipt of personal information from and the sharing of personal information with business partners, please read the sections “What kind of personal information does Booking.com collect?” and “How does Booking.com share your data with third parties?"

We may share certain parts of your personal information with third parties, which under Californian law can be treated as a "sale" of information. This may include information relating to Identifiers, Commercial information, Geolocation data, Internet activity and Inferences, as described above. We may also share your personal information listed above under A-I for “business purposes,” such as to service providers who assist us with securing our services, for payment purposes, customer support services, delivering marketing messages or advertisements. For more detail, you can check out the "What kind of personal data does Booking.com collect?" and "How does Booking.com share your data with third parties" sections of our Privacy Statement.

Californian law provides you with certain rights, including the right to access specific pieces of personal information, learn about how we process personal information, request deletion of personal information, opt out of “sales" and not to be denied goods or services for exercising these rights.

You may exercise your right to opt out of “sales” by clicking this link and following the instructions: https://www.bookaahotels.com/content/ccpa.html

To exercise your other rights under California law, please contact us at dataprotectionoffice@booking.com

If you are an authorized agent wishing to exercise rights on behalf of a California consumer, please contact us at the email above along with a copy of the consumer’s written authorization designating you as their agent. We may need to verify your identity before completing your rights request.

Cookie Statement

Whenever you use our online services, including our applications, cookies and other tracking technologies can be used in various ways, such as making the Booking.com website work, to analyse traffic, or for advertisement purposes. These technologies are either used by us directly, or by our business partners, including third party service providers and advertisers we work with. If you want to learn more about what a cookie is, how they are used and what your choices are, please read more here.

What is a cookie?
How are cookies used?
What are your choices?

What is a cookie?

A cookie is a small amount of data that is placed in the browser of your computer or on your mobile device. So-called “first party cookies” (not as much fun as they sound) are cookies which are served by the entity operating the domain through which the cookie is served. Booking.com’s own cookies are therefore “first party cookies”. In case we allow others to service cookies through the Booking.com websites and apps, these cookies are so-called “third party cookies”.

In addition, there is a difference between session cookies and permanent cookies. Session cookies will only exist until you close your browser. Permanent cookies have a longer lifespan and are not automatically deleted once you close your browser. We strive to serve cookies or allow the serving of cookies with a maximum lifespan of 5 years. Only in exceptional circumstances, such as for security purposes and where absolutely necessary, will a cookie have a longer lifespan than that.

Next to cookies, other tracking technologies are used which are similar to cookies. These can include web beacons (also known as pixel tags, web bugs or gifs), tracking URLs or software development kits (SDKs). A web beacon is a tiny graphic image of just one pixel that can be delivered to your computer as part of a web page request, in an app, in an advertisement or in an HTML email message. Pixels can be used to retrieve information from your device, such as your device type or operating system, IP address, and time of visit. They are also used to serve and read cookies in your browser. Tracking URLs are used to understand from which referring website the Booking.com websites or apps are used. SDKs are small pieces of code included in apps, which function like cookies and web beacons.

All these technologies are together referred to in this Cookie Statement as “cookies”.

How are cookies used?

Cookies are used for different purposes. They allow you to be recognised as the same user across the pages of a website, between websites or when you use an app. The types of information that we collect through cookies include IP address; device ID; viewed pages; browser type; browsing information; operating system; internet service provider; timestamp; whether you have responded to an advertisement; the referring URL; and features used or activities engaged in within the website/apps.

Our website and apps use cookies for different purposes:

Technical cookies: We try to give our visitors an advanced, user-friendly website and apps that adapt automatically to their needs and wishes. To achieve this, we use technical cookies to show you our website, to make them function correctly, to create your user account, to sign you in and to manage your bookings. These technical cookies are absolutely necessary for our website to function properly.

Functional cookies: We also use functional cookies to remember your preferences and to help you to use our website and apps efficiently and effectively. If you are using the Booking.com websites or apps to search for a Trip, for example, these cookies remember your preferred currency, language, your searches and your previously viewed Trip Providers. We may also use cookies to remember your registration information so that you don’t have to retype your login credentials each time you visit our site. Passwords will, however, always be encrypted. These functional cookies are not strictly necessary for the functioning of our website or apps, but they add functionality and enhance your Booking.com experience.

Analytics cookies: We use these cookies to gain insight into how our visitors use Booking.com. This means we can find out what works and what doesn't, optimize and improve our websites or apps, understand the effectiveness of advertisements and communications, and ensure we continue to be interesting and relevant. The data we gather can include which web pages you have viewed, which referring/exit pages you have entered and left from, which platform type you have used, which emails you have opened and acted upon, and date and time stamp information.

It also means we can use details about how you’ve interacted with the site, such as the number of clicks you make on a given page, your mouse movements and scrolling activity, the search words you use and the text you enter into various fields. We make use of analytics cookies as part of our online advertising campaigns to learn how users interact with our website or apps after they have been shown an online advertisement. This may include advertisements on third-party websites. Analytics cookies may also be used to enable our business partners to learn if their customers make use of accommodation offers integrated into their websites.

Commercial cookies: We use third-party cookies as well as our own to display personalized advertisements on our websites and on other websites. This is called “retargeting,” and it is based on browsing activities, such as the destinations you have been searching for, the accommodation you have viewed and the prices you have been shown.

What are your choices?

To learn more about cookies and how to manage or delete them, simply visit allaboutcookies.org and the help section of your browser. In the settings for browsers such as Internet Explorer, Safari, Firefox or Chrome, you can set which cookies to accept and which to reject. Where you find these settings depends on which browser you use. Use the "Help" function in your browser to locate the settings you need.

If you choose not to accept certain technical and/or functional cookies, you may not be able to use some functions on our website. We currently do not support “Do Not Track” browser settings. In case a common standard has been developed which defines what exactly is meant by “Do Not Track” browser signals, we will review this Cookie Statement again.

Advertising. When it comes to online advertising and marketing companies, we strive to work with companies that are members of the Network Advertising Initiative (NAI) and/or the Interactive Advertising Bureau (IAB). Members of NAI and IAB adhere to industry standards and codes of conduct. NAI and IAB members allow you to opt out of behavioural advertising. Visit www.networkadvertising.org to identify the NAI members that may have placed an advertising cookie file on your computer.

To opt out of an NAI member's behavioural advertising program, simply check the box that corresponds to the company from which you wish to opt out. You may also want to visit www.youronlinechoices.com or www.youradchoices.com to learn how to opt out of customized advertisement. Your mobile device may allow you to limit the sharing of information for retargeting purposes through its settings. Please be aware that opting out of an online advertising network does not mean that you will no longer receive or be subject to online advertising or marketing analysis. It means that the network from which you opted out will no longer deliver ads tailored to your web preferences and browsing patterns.

Analytics. In order to control the collection of data for analytical purposes through Google Analytics from certain browser types, you may want to visit the following link: Google Analytics Opt-out Browser Add-on (only for desktop).

If you have any questions about this Cookie Statement, please send an email to dataprotectionoffice@booking.com. Our Cookie Statement may also be amended from time to time. So visit this page regularly to keep abreast of updates.

 

FAQ's

What does the price include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your cursor over the text in the column called "Conditions." This information will also be in your confirmation email.

Can I make a reservation without a credit card?

Some of our top offers require immediate payment, which means you will need a credit card. For most of the non-prepaid offers, you'll need a valid credit card only to guarantee your reservation. We are even offering an increasing number of hotels that will guarantee your booking without a credit card.

How do I know if my reservation is confirmed?

As soon as you've completed the booking process the confirmation page appears. We also email a copy of this confirmation to you. Your confirmation includes all of your reservation details, as well as a booking number and in most cases, a PIN code. Your booking number and PIN code will only be needed if you contact Customer Service. You can also access your confirmation online, see details of your reservation, or make changes to your booking anytime by following the link in your original confirmation email.

Can I cancel or change my reservation?

Yes, it’s easy. You can cancel or change your booking by following the link in your original confirmation email. Please remember to check the property's cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room-specific cancellation information is included next to the room type under the "Conditions" column.

What is my PIN code and what do I need it for?

Your PIN code is the 4-digit number on your booking confirmation which, along with your booking number, lets us easily recognize you if you contact Customer Service. (Note: Some top partner offers may not include a PIN, but will still offer customer service through the dedicated phone and email support listed in your confirmation email.)

Where can I find the contact information for the property?

If you have a question for a property before you book, please see the information under "Policies" and "Facilities" of that property on our website. If you can't find your answer there, please contact Customer Service by phone or email, and we'll be happy to ask on your behalf. Once you've booked, you can see the property’s contact details in your online booking confirmation. Your confirmation email will also have this information. However, modifications to your reservation, such as to cancel or make changes, should be done in your account manager or with customer service, and not with the hotel directly.

How can I see how much it will cost?

Once you've entered the dates of your stay, the rates will be clearly displayed along with the available room types.

I am entering my credit card details. When will I be charged?

The payment process for your stay varies based on the individual hotel and room type. You can check how you will be charged for your stay in the "Hotel Policies," in the room description under "Conditions" and in your booking confirmation.

Does the hotel need a deposit or payment in advance?

Some of our top earning offers require immediate payment to confirm. Most other offers don't require a payment or deposit in advance. You can find the details under "Hotel Policies" on the hotel’s page and in your confirmation email.

We booked to earn miles, how soon will I receive my reward?

Once completion of stay is confirmed with the hotel, your miles are sent to your account and typically appear in 3-4 weeks. The transaction date will reflect your check-in date.

We have children; can we get extra beds/cribs in the room?

Information regarding children and extra beds/cribs can be found under "Hotel Policies." Please take note of the following:

  • Any additional fees for children are not included in the reservation price.
  • During the online booking process, please make your request for any extra bed/crib in the "Special Requests" box provided.
  • We recommend calling the hotel prior to your arrival to guarantee your request. You can find the hotel’s contact information in your confirmation email.
 
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