At Booking.com our utmost concern is for the safety and security of customers, partners and colleagues. We are closely monitoring the situation, including announcements and instructions from the WHO and relevant local authorities so that we can help support those impacted.
We understand the situation is critical for everyone within travel and we are aware of the difficulty you may be facing. However, we are working around the clock to support you in every way we can.
Actions we have taken
Our customer support teams are working hard all over the world and we have gone to great lengths to ensure that our more than 10,000 customer service staff can work from home and carry-on providing the support you and your customers need.
To help support impacted customers, we are offering free cancellation or reservation modification for people impacted by international travel restrictions, i.e. it’s illegal or impossible for the guest to travel to or stay at an accommodation.
Any customer who has made a reservation through Booking.com or on a Booking.com powered site (accommodation, rental car, airport taxi), can access modification and cancellation options through their reservation management page, using their booking details (Confirmation number and PIN) or via our Customer Service team. Please encourage your impacted customers to check what options are available to them by checking their booking confirmation.
Due to the dynamic nature of this situation and how quickly things are changing, we are continually updating how we respond to and provide support during this crisis. As such, we will keep you informed of any significant developments and please reach out to us if you have any further questions.
From all the team at Booking.com, we sincerely wish you the best during these challenging times, we will continue to support in any way we can, and we hope this period of instability will be resolved shortly.