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Who are Booking.com? Are they a trustworthy hotel booking company?

  Established in 1996, Booking.com™,  is owned by Priceline.com - a Nasdaq:PCLN listed company in the USA.  Booking.com is Europe’s leading online hotel reservations agency by room nights sold, attracting over 30 million unique visitors each month via the Internet from both leisure and business markets worldwide and employing over 1000 employees.  Booking.com partners has been chosen as booking partner for many globally recognised companies like Hilton Hotels, Ryanair, AirBerlin, Marriot hotels, KLM and many more,

Booking.com is available in 21 languages and offers over 60.000 hotels in 71 countries with offices in: Amsterdam - Athens - Barcelona - Berlin - Cambridge - Cape Town - Dubai - Dublin - Grand Rapids - London - Loulé (PT) - Lyon - Madrid - Moscow - Munich - New York - Orlando - Paris - Rome - San Francisco - Singapore - Stockholm - Sydney - Vienna - Warsaw - Zürich. Booking.com company headquarters are located in Amsterdam.

Searching for hotels

How do I find available hotels in Barcelona for the period I want to stay?

  In the search menu on the left containing the check-in and check-out data, please select the dates of your stay and tick:  "Show only available hotels."  Then you will only see hotels in Barcelona have rooms available on the dates you are interested in.

How do I find the price of a specific hotel?

After you select the hotel of your choice and dates of your stay, click on "check availability" and the prices will be displayed for the available rooms.

How do I search for hotels by price?

In the search menu on the left you can choose hotels by number of stars. The cheapest hotels, hostels have 1 star and the most expensive hotels have 5 stars.

How do I search for hotels with specific facilities such as, for example, a pool?

In the search menu on the left, simply click on the links in " Facilities. " Now you can refine your search by selecting different facilities such as swimming pools, pets allowed, smoking rooms etc.

How do I search for hotels that offer family rooms?

In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Family rooms" (note though that these rooms will not necessarily be available for the requested dates).

Where can I find the contact details of the hotel that I book?

You can find the address on the hotel page. The contact details of the hotel that you book will be sent to you after you have made the reservation in a confirmation email.

Where can I find the directions to the hotel?

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

Room Types

What's the difference between a Double room and a Twin room?

A double room has one double bed. A twin room has two single beds.

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

We advise to book a room according to the number of guests that will occupy it. Should you not find a room that can accommodate all guests, Please ensure to check the hotel’s policy for children and extra beds/cots. When the hotel accepts extra beds/cots and/or children in their policies, please add the request for the extra bed/cot and the age of the children in the guest comments box. The hotel will do their utmost to accommodate your request. The extra cost will not be included in the total reservation price. In order to guarantee the request and the price please contact the hotel directly on the contact details provided on your confirmation. Booking.com cannot confirm this arrangement for the hotel

Can I request an extra bed for a third person in a double room and at what costs?

It will depend on each hotel’s policy and availability. Once you have retrieved the availability for a specific hotel for the requested dates, you can access the room description by clicking on the room name. If the possibility and the costs of an extra bed in the room are not specified in the room description, please send an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Pricing

Are the rates on your website per person or per room?

All rates on the Booking.com website are per room per stay, unless stated differently.

Do I pay a reservation fee?

No, we will not charge you a reservation fee.You only pay the hotel price.

Is breakfast included in the price?

Breakfast is only included in some hotels. You can see on the hotel description if breakfast and other services  is included in the room price, when you have checked availability for a specific hotel for the requested dates.

Are taxes included in the room rates?

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

Do you offer special discounts (for seniors, airlines employees, etc)?

Booking.com provides the best available rates for the dates of your stay. The discounts are already included and therefore it is not possible to have any other discount on the confirmed price.

Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?

No, via our website it is not possible. You will have to book through the organisation issuing the voucher.

Credit Cards & Secure Payments

Why does Booking.com need my credit card details?

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

Does the hotel need a deposit or a payment in advance?

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

What types of credit card can I use to guarantee the reservation?

  MasterCard, Visa and American Express are accepted as a guarantee. However, it is possible that the hotel does not accept all of these for payment. Please check at the bottom of the overview page of the hotel in the “Hotel Policies” section for ‘Accepted credit cards’.

Can I pay for my stay in advance?

Please note that such arrangements depend on each hotel’s policy. Therefore, you will need to contact the hotel directly. The hotel’s contact details can be found in your reservation confirmation e-mail.

Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?

As the credit card details are only needed for guarantee purposes, you can pay at the hotel using the payment method of your choice.

My credit card has been charged. How can I get a refund?

Booking.com never charges our guests’ credit cards. If you have been charged then the charge has been performed by the hotel. Therefore, you will need to contact the hotel directly. The hotel’s contact details can be found in your reservation confirmation e-mail.

I do not have a credit card. Can I still book a room?

Unfortunately all hotels require a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.

Is it safe to fill in my credit card number? How secure is the Booking.com website?

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

Reservation Process

How do I know that my reservation is confirmed?

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



Can I make a booking for tonight on your website?

Yes you can. Please ensure that you enter your credit card details correctly as there is very limited time for us or the hotel to contact you in the event that your card is not valid or is incorrect. Please note: It may take some time to securely transmit your reservation to the hotel.

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

Your PIN code is a 4 digit randomly generated number. The unique combination of your book number and PIN code will allow access to view, change or cancel your reservation on My Booking and as such please keep your PIN code confidential.



Can I book a hotel room by telephone or email?

Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can always call us during office hours or send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

I have booked a hotel but I did not receive a confirmation by email. What do I do?

The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalising your reservation. Also we have noticed that in some cases our confirmation email may end up in your spam folder. If you do not receive an email after you have made a booking, please send an email with your booking number and details to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

How many rooms can I book in one reservation?

A maximum of 10 rooms (if available) can be booked in any one reservation. If you want to make a reservation for more than 10 rooms, please send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . It is not possible to book a meeting room.

Can I book a hotel for day use?

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

Hotel Policies & Facilities

What are the check-in and check-out times of a hotel?

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

How can I request an early check-in or late check-out time?

We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.

I will be arriving late in the evening at the hotel. Can I still check-in?

You will find the check-in times on the “Hotel Policies” section at the bottom of the overview page of the hotel. We advise you to contact the hotel to make sure you can check-in late. You will find the contact details of the hotel in your confirmation email.

How do I know if the hotel has parking facilities?

On the overview page of the hotel, in the section ‘Travel information’, you will find more details about parking facilities at or nearby the hotel. If this information is not specified, please send an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

How can I know that the hotel offers a shuttle service and how can I book it?

Please check in the section “Hotel Facilities – Services” whether the hotel offers shuttle service. If so, please contact the hotel directly in order to arrange it, once your reservation has been confirmed. You will find the hotel’s contact details in the confirmation email.

How do I find out if a hotel allows pets?

In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Pets allowed" or "Family rooms."

How do I find out if a hotel has a certain facility, e.g. a lift?

You can check the “Hotel Facilities” on the overview page of the hotel.

What do I do when I have a question about the room or hotel?

We advise you to contact the hotel via the Remarks field on the reservation form (in English or the language of the hotel if possible) or send a message to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Cancellations

How can I cancel or change my booking?

You can cancel your reservation or send us a request for a modification by clicking on the link at the bottom of your confirmation email.

Do I pay a cancellation fee?

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

How do I know that my booking has been cancelled?

After you have cancelled your reservation you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please send an email with the details of your reservation to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .


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If you have any further questions or need further help please contact Booking.com customer service

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