Booking.com FAQs

You can access the Availability Calendar from the “Products” page by clicking “Check availability” underneath the product you want to edit.

Note: You’ll only be able to do this if you have owner or admin rights.

The Availability Calendar shows the time slots that have been set up for the product as well as the number of spaces remaining for each time slot. You can use filters to see time slots that are available, running low on availability, sold out, or closed. Note: On a mobile device you’ll only be able to see the “Day” view, not the “Month”’ view.

Click a time slot to close it. If you want to close an entire day, go to the day view by clicking on the “Day” tab at the top of the calendar or on the date you want to edit.

If you’re closing a time slot or day that has existing reservations, a pop-up message will appear. Click the link to see the existing reservations.

Why we’ve added Redeem to the Partner Dashboard

You told us it’s not always possible to use the scanning app to redeem tickets. So we’ve now added a reservation redemption function to the Partner Dashboard, meaning you can redeem tickets on whichever device and platform you choose.

New features in this update for partners

One-click redemption on the ‘Reservations’ page of the Partner Dashboard

Mobile-friendly access to reservations from any device at supplier.booking.com

Access to the redemption date and time in the reservation details

Details of the redemption user, date and time in the Excel report

Keep in mind that that you’ll only see the ‘Redeem’ button for reservations for today that have ‘Booked’ as their status.

Screenshots

Reservations mobile

Reservation details (not redeemed) mobile

Reservation details (redeemed) mobile

Reservations desktop

Reservation details (not redeemed) desktop

Reservation details (redeemed) desktop

In certain cases such as failed transactions or QR code issues, your customers may need to contact our Customer Service teams.

For any questions regarding failed transactions, please ask the customer to contact Booking.com’s Customer Service team using the number on their Booking Experiences reservation confirmation.

Alternatively, your customer can choose the relevant number from this list, and our teams will be happy to speak to them.

You can find all your transactions on your dashboard, under 'Reporting'.

You can also filter the transactions for a certain period using the ‘Date visited’ filters.

If you’d like to see download a list of your transactions as an Excel document, click ‘Download full report’ in the top-right corner after completing your search.

We will issue a payout order and invoice at the beginning of each month. You will receive payment directly into your bank account using the bank details you provided during the sign-up process within 14 days of the invoice.

The amount you receive will equate to the total amount for all transactions for that month minus the commission (subject to local regulations).

A reservation system allows you to sell your experience on Booking.com and other OTA with the rates and availability managed through a common dashboard - it can also share content, photos and other information about your products

The reservation systems we currently work with are FareHarbor, GlobalTicket. Rezdy and TourCMS

Soon we’ll be able to offer a connection with PrioHub, and Galaxy Connect, at the moment.

If your reservation system is not listed above, please let us know what reservation system you work with, and if you’re keen to connect your system via reservation system. You can do this by submitting a 'General inquiries' request, which you’ll find at the top of this page.

To close availability for a product, please send an email to our operations team with the words ‘Stop sell’ in the subject line. The team will then close availability for your experience within 24 hours (Monday to Friday).

Use one of the following email addresses depending on where you’re based:

Europe, Middle East and Africa: [email protected]

Asia-Pacific: [email protected]

Americas: [email protected]

Remember that experiences available via pre-booking can be booked up to 90 days in advance, so if you need to close availability, we recommend that you let us know as soon as possible. Any bookings made before a stop-sell request is actioned must be honoured.

Photos:

Photos are an important part of selling your Experience. We recommend between three and six high-quality images for each listing. That way, potential visitors can get a good idea of what to expect.

Images should be free of any copyright, and should have no logos or watermarks. We also recommend you upload photos of at least 2048 x 1536 pixels, or 3.1 megapixels.

You can submit new photos or update old ones by clicking 'Submit update', which you’ll find in the top-right corner of this page.

Videos:

Unfortunately our platform doesn’t support videos at the moment.

You can view what your products look like through your partner dashboard or via the scanner app.

To check what your products look like in your dashboard, log in to the dashboard at supplier.booking.com and select the “Products” tab. Here, you will see all of your live and inactive products. Select ‘Preview product’ to view your live product.

To check what your products look like on our platform, log in to the scanner app and tap ‘Visit the help centre’, then select ‘See my product’.

Note: our product descriptions are written to a specific style and tone guide. If there’s something you’d like to change, bear in mind that we won’t accept any requests for stylistic changes. We’ll only change information that is incorrect or add key information that is missing. If there is crucial information that you’d like us to add or delete, you can contact our team by clicking ‘Submit a request’ in the top-right corner of this page.

*Note: there may be slight differences between Apple and Android.

Log in to the scanner app using the venue name and username that appear in your welcome email. If you haven’t set up your password already, you’ll need to follow the link that we sent you in a separate email.

Check that the number of customers on the booking matches the number of customers at the venue.

Tap ‘Scan now’ and hold your phone’s camera over the QR code until it reads it correctly.

Note: you will need to make sure the number of customers on the booking matches the number of customers at the venue.

Check that the ticket information is correct, then tap ‘Confirm’.

Once the scan is confirmed, you’ll see this confirmation screen. You can check the transaction details by scrolling down.

No, you don’t need the app if you’re connected to Booking Experiences via a reservation system.

Any bookings made via the reservation system will generate a voucher or barcode (depending on your reservation system) for the customer (and you’ll also be sent a notification of the booking). You won’t need to scan the QR code when they arrive at the venue with the Booking.com app for partners you’ll just need to inspect the voucher and use your own system to confirm the barcode validity.

Only changes to availability and pricing can be made in the reservation system platform.

Any changes to texts and photos are managed by our teams. If you’d like to make changes to your descriptions or photos, let us know so we can make sure the relevant information is saved on all platforms.

If you’d like to offer your experience or attraction via Booking.com, just let us know by clicking 'Submit a request' in the top-right corner of this page.

Then, select the ‘Become a partner’ form and fill your details.

Once you submit your form, we’ll get back to you as soon as we can.

For every product you offer on Booking.com, you can configure restrictions around when guests can cancel for free, when their space at your experience becomes unclaimed again, and the maximum number of tickets you offer online with us.

To request any of these, you can send us a message by clicking ‘Submit a request’ in the top-right corner of this page.

Cancellation

You have four options for cancellation:

Free cancellation: Guests can cancel for free at any time.

24-hour cancellation: Guests can cancel for free until 24 hours before the experience. Thereafter, they’ll be charged the full amount.

48-hour cancellation: Guests can cancel for free until 48 hours before the experience. Thereafter, they’ll be charged the full amount.

72-hour cancellation: Guests can cancel for free until 72 hours before the experience. Thereafter, they’ll be charged the full amount.

Release-back

The release-back period refers to the maximum amount of time before the experience that you can receive a booking confirmation from your customer. It’s also known as the cut-off. You can set it from 0 hours to 72 hours before the experience.

For example, if you set the release-back period for a certain product at 24 hours, it means that customers can’t book within 24 hours of the start of that experience.

Allotment

This helps you avoid overbookings for experiences that have limited availability. You simply select the maximum number of tickets you’d like to offer on Booking.com and once that number has been reached, your experience will no longer show up as available to customers.

If you’d like to request or disable any of these features, you can send us a message by clicking ‘Submit a request’ in the top-right corner of this page.

To help you keep on top of your bookings, you can receive email notifications every time a customer books or cancels your experience.

If you run an experience where you need to get in touch with your customers before they arrive, you can also access their contact details.

To receive email notifications or to activate access to customer details, just send us a message by clicking ‘Submit a request’ in the top-right corner of this page.

You can change the language by tapping the ‘Settings’ icon represented by 3 dots (...) in the top-right corner of your screen. Then select ‘App language’ and choose your language.

If you have forgotten or misplaced your login details, go to the dashboard and select ‘Settings’. Under ‘Account settings’, select ‘Request a new password’.

1. Open the app.

dashboard

2.First time users only: Sign in using the log-in information we sent you in your welcome email.

If you have forgotten or misplaced your login details, please follow the prompts on the app or on the dashboard.

If you experience problems with the app, double-check that:

- You’ve downloaded the latest version

- You’re using the app on a device that’s compatible with iOS or Android (Windows phones aren’t supported yet)

- You’re using a 4G network, rather than WiFi

- The camera is on

- Your venue, username and password are correct

If you’re looking for transaction information rather than trying to scan a code, go to your .

Adding new users to your Booking.com Experiences account is easy. Just click 'Add a new user to my account' in the top right-hand corner of this page and we’ll send your colleague the new login details via email.

There are two types of user accounts:

Operator accounts. These users can scan QR codes and access the dashboard.

Owner accounts. These users can also use the app to scan QR codes and access the dashboard. On top of that, they have access to the Finance tab on the dashboard, where they can review invoicing details and download payout orders. Each Experience can have no more than one owner account.

he reservations made on the Booking Experiences platform are confirmed instantly, which means you cannot cancel or refuse a booking once it is booked.

If you can’t honour a customer’s reservation, check out this article on how to cancel a booking.

For an overview of your past and future reservations, have a look at your dashboard.

In the ‘Reservations’ section of the dashboard, you can sort and filter your reservations by date, product, timeslot and status.

For more information on the booking or the customer, click on the confirmation number in the left-hand column.

You can also download your reservations as an Excel document. Just select ‘Download current list’ in the top-right corner of the screen.

If you need to get in touch with us, you can send us a message by clicking ‘Submit a request’ in the top-right corner of this page.

For any questions regarding failed transactions, please ask the customer to contact Booking.com’s Customer Service team using the number on their Booking Experiences reservation confirmation.

Alternatively, your customer can choose the relevant number from this list, and our teams will be happy to speak to them.

Yes, you can. If you’d like to set up a specific campaign for your products, just let us know by clicking ‘Submit a special offer’, which you’ll find in the top-right corner of this page.

In your message, let us know:

The start and end date and time

The rate or the discount to apply

The name of the product you’d like to apply the promotion to

We recommend that you give as much notice as possible, as we’ll need to set up the offer and then translate it into all relevant languages.

If something goes wrong and you think your customer is entitled to a refund, you can submit a refund request.

Please don’t refund the customer in cash. Instead, take a note of the Reservation Number (the number beginning with ‘BK’) or the Transaction ID and contact our team by clicking ‘Submit a refund request for guest’ in the top-right corner of this page.

Bear in mind that your transaction history can’t be deleted, so we recommend you check that this won’t cause any issues with your own accounting.

Note: this is for our North America partners only.

You can view and update the details of your Booking.com Stripe account from your Dashboard.

First, the owner of the account (based on the information you provided in the product form) can select ‘Login to Stripe’.

Note: If you are not the owner and need to access Stripe, please submit a request to have your login details updated by sending us an email to [email protected]

Select ‘Login to Stripe’. Before you can see the Stripe button your login username must be set to owner. This is for the protection of your data. If you are not the owner and need to have access to Stripe please submit a request to have your log in details updated

You will be redirected to the Stripe Express Dashboard

Select ‘Account’ to make changes. Please note that your phone number and email address cannot be edited. You can update all other relevant information

Before submitting a request to modify your bank and or invoicing details, please check the details you currently have in our system.

To access them, you’ll need to be signed in using the ‘owner’ account, rather than the ‘operator’ account.

To see your current details, go to your dashboard and click on the ‘Finance’ tab.

If the details are incorrect and you need to update your bank details, click ‘Submit an update’ at the top of this page.

Once we’ve updated your details, we’ll send you an email asking you to review and approve them through the ‘Finance’ tab on the dashboard.

Note: Updated details need to be approved by you before any further payments can be processed.

First, we’d recommend checking that:

- You’ve downloaded the latest version

- You’re using the app on a device that’s compatible with iOS or Android (Windows phones aren’t yet supported)

- You’re using a 4G network, rather than WiFi

- The camera is on

- Your venue, username and password are correct

If you’ve checked all these things and you’re still getting an error message, you can get in touch with us by clicking 'Report a technical issue’ in the top-right corner of this page.

In the request, please provide as much information about the issue and error message as you can. Please attach screenshots of what you’re seeing on your screen too, as that will help us fix the issue.

1. A customer books a place to stay in your area via their computer or mobile device.

2.Once they’ve booked accommodation, the customer receives information about experiences near where they’re staying. They receive this information in three different ways: by email, by mobile notification and on their booking confirmation.

3. If they click on the email, mobile notification or booking confirmation, they’ll see a list of available experiences in that area.

4.If they click on any of those experiences, they’ll see all the relevant details about that experience. They can then book the experience.

A payout order is a reference document for you to use in your own accounting. It’s a monthly overview of the revenue you made through Booking.com. It includes all transactions processed for tickets you’ve redeemed throughout the previous month (rather than the bookings your customers have made).

A payout order is always the gross amount, so your commission is not taken into account.

We’ll send you your payout orders to the invoice email address you have in our system. If you’d like to update that email address, contact our team by clicking ‘Submit a refund request for guest’ in the top-right corner of this page.

If you haven’t been able to scan a customer’s QR code, you can use the app to redeem their ticket, as long as it’s on the same day.

o redeem a ticket manually, follow these steps:

Write down the booking number under the customer’s QR code (please don’t take a photo).

Open the app, scroll down and click on ‘Visit the help centre’.

Select ‘Manually redeem ticket(s)’.

Enter the customer’s booking number. The number will start with ‘BK’ and this is already pre-entered in this field, so there’s no need to include the ‘BK’ in the number you enter.

Note: You can only manually redeem tickets on the day of the experience until 23:59 local time.

Click here on “Manually redeem ticket(s)

Enter here the reservation number starting by BK (that you can find underneath the QR code)

There are various reasons why you might get an error when scanning a QR code. In each case, you’ll be able to find more information in the main screen of the partner app so you can tell your customer how what happened, and how to resolve the situation.

Here are the most common reasons for error messages:

Cancelled booking this booking has already been cancelled and this QR code can’t be used anymore.

Expired booking this booking was for a day in the past.

Fraud this booking has been listed as fraudulent.

Future date this booking was made for a different day in the future.

Pass not found there is no booking linked to this QR code.

Pass already used this QR code has already been used.

Wrong venue this booking is for a different venue.

What should I do?

If you get one of these errors when scanning a code, let the customer know that there has been an error, and ask them if they would still like to proceed with the experience.

If they say yes, simply ask them to pay with cash or card, and make sure you give them a receipt.

Then ask the guest to get in touch with Booking.com’s Customer Service team by emailing [email protected] or go back on their booking confirmation details, there is a quick way to contact the customer service.

Once a transaction has been completed (i.e. you’ve scanned the customer’s QR code), it can’t be cancelled.

If you can’t proceed with the experience due to a technical issue or bad weather, for example, you’ll need to contact the customer and get them to cancel their booking using the contact number on their original confirmation email.

If you have a cancellation policy in place, and the cancellation deadline has already passed, follow these steps:

Click ‘Submit a request’ in the top-right corner of this page.

Select the ‘Customer service question’ form and fill in the details.

Click ‘Submit’ to notify Booking.com’s Customer Service department, who will then get in touch with the customer.

If you notice a discrepancy between your invoice and your payout order, please let us know by clicking 'Submit a payment/invoicing question' in the top-right corner of this page.

Click here to pay your commission by e-cheque free of charge. When asked to enter your venue ID, make sure you put ‘A00000’ before your Booking.com ID number. So if your ID number is 3827, enter ‘A000003827’ when paying by e-cheque.

If you’d prefer to send your cheque by post, you can use this address:

Booking.com B.V

5295 Paysphere Circle

Chicago, IL. 60674-5295

If you’re sending your cheque by post, make sure you include ‘Vendor ID A00000’ plus your Booking.com ID number in the memo line. If your Booking.com ID number is 3827, then write ‘Vendor ID A000003827’.

Note: Depending on your property type, this feature might not be available yet. If not, follow these instructions on updating minimum and maximum advance reservations instead.

Sometimes you might not want to get bookings too far ahead of a specific date, or too soon. To avoid these unwanted bookings, set up a "Minimum and/or maximum advance reservation."

That way you can set the earliest and/or latest points at which guest can book in relation to a certain date. After setting this restriction, your property will only appear in search results when a guest's search dates match your conditions.

We've made it very easy to update your rates and availability.Check which of the screenshots below matches your view of the Extranet, then follow the corresponding steps.

Option 1: List view calendar Option 2: Monthly view calendar

Option 1:List view calendar

If you’re using the List view calendar,follow these steps to set up a minimum/maximum advance reservation:

Log in to the Extranet and click Calendar under theRates & Availabilitytab or Calendar & Pricing.

Make sure you’re using the List viewoption not Monthly viewor Yearly view. Double-check this on the right-hand side of the page.

Next to the date picker, you’ll see a small square with Restrictionsnext to it. This square is a filter. Click it to display all restrictions for your rooms.

In the menu, look forMinimum or maximum advance reservation. Then click the box next to the restriction you want to select.

Enter a value in the pop-up that appears. The value corresponds to the amount of time before the stay date that you want to block from bookings for that room/unit. You can enter days or hours. For example, if you don't want a room to be booked within 3 days of the stay date, select "Minimum advance reservation" and enter "3D." Or, if you want that time to be 5 hours, enter "5H." For 3 days and 4 hours, enter "3D4H."

To make changes for multiple days at once, click a cell then drag the blue circles in the corner of the cell to the left or right to cover the days you want to apply the restriction to. A pop-up will appear where you can add the number of days or hours. Then click Save.

To set these restrictions for more than a month in advance,click on the Bulk editbutton under the room type/unit name. A panel will appear on the right-hand side of your screen. Select the dates you want to change restrictions for, then click the Restrictionsbox. Choose a rate and restriction, then enter the days or hours in the white box under the restriction type. Click Save changeswhen you're done.

Note: In the Monthly view calendar, you can only set up a minimum advance reservation. To set up a maximum advance reservation, switch to list view by clicking List viewon the right-hand side of the page.

Option 2: Monthly view calendar

If you’re using the Monthly view calendar, you can only set the minimum advance reservation by following these steps:

Log in to the Extranet and click Calendar under theRates & Availabilitytab or Calendar & Pricing.

Click on the room you want to adjust.

Click "Set long date ranges" and choose the dates you want to modify.

When the restriction options appear, select the ones you want.

ClickSave changeswhen you’re done.

Tip

To set up a maximum advance reservation, switch to list view by clicking List viewon the right-hand side of the page.

With message templates, you can save time by sending custom replies to your guests without typing the same thing over and over again. As soon as youset up your templates, all you need to do is select the one you want and press send.

You can send your custom templates using both the Extranet and the Pulse app.

To make things even easier, you can also personalize your templates on the Extranet by adding placeholders for your guest’s name, check-in time, property name, and more. Just add the placeholder to the message and it willautomatically update for each reservation. The Message Previewfunction on the Create New Template page will help you visualize what the final message will look like.

To create new templates or update existing ones:

Log on to the Extranet and click the Propertytab.

Click Messaging Preferences, then scroll down until you find a section called Your Templates.

Tip: Instead of manually sending templates to guests in real time, you can schedule templates to be sent to guests automatically and share important info whenever you want.

Commission invoices are calculated based on the guest's check-out date. During the first week of every month, invoices are issued for all reservations with departure dates from the previous month.

This means that even if a guest arrived on January 30 but checked out on February 1, the commission for this reservation would be included in your March invoice.

To see which reservations are included in your monthly commission invoice:

1. Log on to your Extranet.

2. Click on theFinancetab, then Invoices.

3. Choose a specific invoice period and click onView statementunder theInvoice amountcolumn.

We're always here to help with any questions that come up through a variety of communication channels. Follow the steps below to get all the answers you need.

Get help from fellow Booking.com partners

The Partner Forum is a dedicated space for you to reach out to other partners, ask for advice, and get tips on growing your business.

Ask another partner

Reminder: Partner Forum is currently only available in English.

Visit our Help Center

We created this Help Center with you and your questions in mind. Our articles cover the topics most relevant to partners andwe're constantly updating them based on your feedback.

Tip: Search by using keywords and check out related articles that appear on the right.

Send a note

Have a specific question about the Extranet, reservations, Pulse app, or any of our other products?

Send us a message through either the Extranet Inbox tab,or under the Moretab of the Pulse app. We'll try to get back to you within 24 hours. Get even quicker answersby using the appropriate subject for your message.

Go to the Extranet Download Pulse

Call

For any urgent questions, call thededicated phone number* found under the Extranet's Inbox tab.

For more general info, contact one of our main lines for assistance.

If you can't log on to the Extranet, contact one of our teams using this directory.

Have a specific financial question?

Call the dedicated finance phone number* in the Financial Overview section under the Extranet'sFinancetab. Remember our finance team is only available during business hours, Monday to Friday.

*These phone lines are only available to current partners of Booking.com, which is why we share them privately.

See how others do it.

There are thousands of property owners just like you on the Forum.

Ask another partner now

Find out how a channel manager can save you time and help you manage your pricing and availability more efficiently on multiple channels.

A channel manager is a service provider that links the property management system (PMS) you use to manage your rooms and prices with online platforms like Booking.com.

It lets you automatically update your rates, availability and reservations across several platforms all at once. If you don’t have a PMS, certain channel managers can provide you with one.

How can a channel manager help you?

If you’re selling rooms on more than one online platform, a channel manager will save you time and effort. It gives youa fast, easy way to update your prices across all online channels

You're also far less likely to get overbooked because as soon as a room is sold, it will automatically be removed from all other online channels.

If you're offering availability across various platforms witha channel manager, you're more likely to sell your rooms for a good price during low season.

Add my property

Signing up to work with us is easy. Here’s an overview of the steps you’ll need to go through:

Register your property on our sign-up page. If you're a new partner who hasn't worked with us before, you can set up your Extranet login and password during registration.

We’ll review your registration to make sure we have all the info we need.

You’ll then be able to access the Extranet and update your calendar, set your prices, and adjust any other details.

Whenever you’re ready, set your property live on the website.

*If you've worked with us before or previously started but didn't complete registration using a specific email address, we'll send login details for the Booking.com admin dashboard (the Extranet) and a link to create your personal password for that same email, after we review your new registration.

Registering your property

To register multiple properties, read this article.

To register your property, we just need:

Your property details (including facilities, room types, etc.).

Photos: You only need one to get started! You can always add more later.

Payment details.

Signed Booking.com agreement (completed at the end of registration).

Have you already started registering?

*If you started your registration and want to pick up where you left off, go to our sign-up page. Click Continue your registrationand enter the email address you'd used the first time. We’ll email you a link so you can finish the process.

Reviewing your registration

After you submit your registration, we’ll review it then send you a confirmation email with a unique login name.

You’ll also get an email with a link to create your personal password.

You’ll then be able to access your admin dashboard (the Extranet ), where you can check and update all your property details at any time, including reservations, rates and availability, and payment info.

Finished your registration?

If you signed up but haven’t heard from us yet, don’t worry we’re still reviewing your info and will be in touch soon.

Want to know how to get your property live and start getting bookings? Check out this article for more info.

The BookingButton is a booking engine solution from BookingSuite, a business unit of Booking.com. It lets you add a booking engine to your property's website and/or social media account, so you can receive direct bookings.

Sign up for the BookingButton in the Marketplaceor App Storetab on the Extranet.

Learn more about the BookingButton.

To edit information about your property’s internet services, just follow the steps below:

Log on to the Extranet and select the Propertytab. Click on Policies.

In the Internet, Parking & Petssection, click on Editto manage your internet info, including cost, connection type, and service location within the property.

Remember to click Saveat the bottom of the page.

Did you know?

Free WiFi is increasingly becoming a standard expectation among guests, and we’ve noticed that it’s a key factor in helping them decide where to stay.

Why is Booking.com asking me to complete a Know Your Partner (KYP) form?

We’re asking you to give us certain details to comply with various legal and regulatory requirements.

This verification process is the same for all accommodation partners, even if you only occasionally rent out your property privately. If so, just select I run my business as an individualon the KYP form and the remaining questions will be adjusted accordingly.

If you manage multiple propertieson Booking.com,you need to follow this process for each oneindividually. However,if youmanage 20 properties or more,you only need tofill out one form to cover all your properties.

We'll email you this single form. If you haven't gotten it, reach out to your local support team.

The KYP form isn't a new procedure just the new name for the account verification form.

How does Booking.com use this info?

Using secure channels, we pass your info to a third-party provider who helps us validate it against various data sources. This interaction between Booking.com and the third party is fully compliant with privacy regulations.

How often does the account verification process happen?

Every year, we’ll ask you to confirm that the info you submitted is still correct. You’ll also get to update any details that might have changed.

How can I edit my info?

To re-submit the form, contact your local support team.

Here’s an explanation of the terms in the form:

"Business entity"

An entity that is formed and administered following corporate law, which engages in business activities, charitable work or other permitted activities. Business entities are usually formed to sell a product or a service, e.g. corporations, partnerships, trusts, and NGOs.

"Individual"

A natural person (i.e. someone who has their own legal identity) who is an individual human being and not formed or administered following corporate law.

"Legal name of property"

The official name of the property as used on official registration documents.

"Ultimate legal owner of the property"

The ultimate legal owner is the individual who ultimately owns the property. If an individual person owns the property legally, they are the ultimate legal owner. If a company owns the property, the person who owns this companyis theultimate owner. The ultimate owner is the person who is ultimately atthe top of the ownership structure.

"Full name of owner/Full name of owner of management company"

The ultimate beneficial owner. If a company owns the property/management company, we need the full legal name of the company.

If the property/management company is owned by an individual, then we'll need the full legal name of that individual.

"Different name"

Some companies operate under a name that differs from the registered, legal name of the business. This could be a trade name, trading name or business name.

"Type of manager property manager"

A person (or people) responsible for the day-to-day operations of the property. This can include managing employees and planning, marketing, coordinating and administering hotel services, including catering and accommodation facilities.

"Type of manager management company"

A management company manages the daily operations of a hotel, either for an incentive fee, a base fee or a cut of the gross revenue. They typically function as third-party operators, providing day-to-day management services as well as support in accounting, sales and marketing, food and beverage, human resources, auditing, revenue management, etc.

"Government officials/Government agencies"

This includes individuals like a Head of State, an elected member of government, or a senior employee of a government or legislative body, as well as departments, agencies or legislative bodies established by governments.

"Government-owned"

Where an entity is wholly owned or controlled (i.e. through more than 50\% ownership) by a government body or government official.

"Shareholder"

If a property is owned by multiple people or companies, we require the legal name of the company or individual whose ownership is more than 20\%.

If you experience technical issues with your channel manager, contact your provider first.

If you can’t reach your provider and need to urgently close rooms on Booking.com, contact us and we’ll close the rooms for you manually.

Then make sure you also inform your provider, so they can check your connection and refresh your data.

If the issue can’t be resolved quickly, we can also temporarily close your property on Booking.com until your provider fixes the problem.

If you’re a partner and want to get in contactwith us, it’s best to send a message through your Inbox tab:

Click on Compose new messageand select the applicable subject from the drop-down menu, or Property Detailsfor general issues.

Click Send messageafter you finish your feedback or complaint.

A member of our team will get back to you as soon as possible.

See how others do it.

There are thousands of property owners just like you on the Forum.

Ask another partner now

If you’re logging on to the Booking.com Extranet from a new device, you’ll be asked to verify your details.

Pick one of the following options:

Phone call: select this option to get a call with a six-digit code

Text message: You’ll receive a six-digit code by text.

Pulse verification code: log in to the Pulse app and retrieve your PIN from the "More"page

These codes will allow to you to log on to the Booking.com Extranet again.

Did you recently sign up to Booking.com and want to log in to your account?

Go to the Booking.com login page to sign in. ( If you're having trouble logging in, check out these tips for accessing your account ).

From the Extranet page, you can:

Access your property info, update availability and room types, add photos, and request changes to the text on your page.

Check out opportunities designed to boost performance like setting up deals or offering discounts to bookers.

Click on the ?icon in the top right-hand corner of the Extranet to take a guided tour.

See how others do it.

There are thousands of property owners just like you on the Forum.

Ask another partner now

We're excited to announce the Booking.com Partner Hub, a brand-new platform wherewe've compiled all our partner resources.

Why did we create this?

You told us you wanted more personal, relevant content that you could easily access. To simplify getting the support you need, we put all our partner resources into a single, easy-to-use platform.

What will the Booking.com Partner Hub offer?

It'll be your go-to site for all your daily info and inspiration. You’ll be able to get tips from Partner Help, connect with fellow partners in the Partner Community (formerly the Partner Forum), discover travel insights from Click Magazine, and much more.

Want a sneak peek of the new platform?

We’ll let you know when the Booking.com Partner Hub goes live and is ready for you to explore!

Success is no accident. Top-notch hospitality is the result of hard work, day after day, guest after guest. And these Guest Review Award winners are the perfect example of that.

Watch their stories to see how they consistently deliver great guest experiences.

Meet Angelo, owner of Pietra Luce dei Trulli B&B in Italy

Meet Rehab and Maica, who work at the Atana Hotel in Dubai

Are you a Guest Review Award winner? Make sure you d ownload your digital award and keep an eye on your mailbox your physical award and letter are on the way.

Did you win a Guest Review Award?

Share your tips for success with thousands of partners just like you

Join the Partner Forum

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You can make the following changes to your property’s page by accessing the Propertytab on the Extranet. Click on Policies and you’ll be able to make changes to the following categories:

Payment methods

Cancellation options and fees

Information you request at booking: address details and phone number for example.

Genius Freebies (for example, offering priority late check-out, free parking or welcome drinks to frequent "Genius" bookers). See more information on Genius here.

Remember to click Savewhen you’re done.

Find out how Genius can help you increase your occupancy and secure revenue by connecting you with our most frequent bookers.

Join Genius today

Jump to:

What is the Genius program?

What can I offer Genius guests?

The advantages of joining the Genius program

The benefits of joining the Genius program

How to become a Genius partner

How to opt out of the Genius program

What is the Genius program?

Genius is an exclusive programthat brings partners closer to our most frequent bookers.

Joining Genius can help you get more bookings faster. As a Genius partner, your property will get a special Genius tag, ranking boost, and better visibility in search results on our website.

Your property will be displayed to a select group of customers who travel more often, book further in advance, and spend more when booking.

On average, partners who join Genius increase their bookings by 18\% and their revenue by 17\% (even including the cost of the discount).

What can I offer Genius guests?

You can increase your visibility with these high-value guests by offering them a variety of exclusive benefits, such as:

10\% discount on your cheapest/best-selling room (mandatory)

This is the only mandatory discount required to be part of the Genius program, and gives you a ranking boost and better visibility on our site.

15\% discount (optional)

This extra 5\% discount on the mandatory 10\% discount helps you target a select group of Genius guests who have made 5 bookings or more.

Free breakfast (optional)

This offer helps you stand out from other properties and target a select group of Genius guests.

Special rates for guests from specific countries (optional)

This rate lets you target Genius guests from specific regions or countries by offering increased visibility in their searches only.

In addition to everything you can offer, Booking.com offers Genius guests appealing extras like a 10\% discount on ground transportation with Rideways.com adding even more value to the program.

The advantages of joining the Genius program

By joining the Genius program, you’ll be able to:

offer rates and benefits exclusively to a closed user group (CUG)

target guests that spend more in-stay services and higher average daily rate (ADR)

target guests from specific countries and boost your visibility in their searches

The benefits of joining the Genius program

Incremental bookings

You’ll get a boost in our search results and a special Genius tag on our website. This increases your visibility with our most frequent bookers, Genius guests, who’ll be able to find and book your property faster and more easily.

After joining the Genius program, on average, partners increase their bookings by 18\% and their revenue by 17\% (even factoring in the cost of the original discount).

Exclusive exposure to our highest-value guests

You’ll get priority visibility in the search results of Genius guests, who book more and spend more, both on in-stay services and in terms of average daily rates. That’s because even though you offer a Genius discount on your cheapest/best-selling room, a significant number of Genius guests end up booking a more expensive room type.

Performance tracking with the Genius Report

You’ll get access to a dedicated Genius analytics dashboard on the Extranet, which is updated in real time so you can see your return on investment at a glance. The dashboard data appears 30 days after you join the Genius program. This is the average time it takes for incremental bookings to show.

Block-out dates tool

You’ll be able to block 30 days a year where you don’t offer Genius rates so you can align your pricing and availability strategies. You just log on to the Extranet and select the dates.

How to become a Genius partner

Genius has already helped boost the performance of thousands of properties worldwide. To join them, your property needs to:

be available and open/bookable on Booking.com

have received 5 or more guest reviews

have a review score of at least 7.5*

be among the top 50\% of performers in your city/area

meet our pricing criteria**

* Exceptions can be made if the average review score in your city/area is lower than 7.5, and your property’s review score is higher than the average in your city/area.

** Exceptions on pricing can be made for different countries, in accordance with local regulations.

If you meet these eligibility criteria, you can sign up to Genius using the Opportunities tab on your Booking.com Extranet.

When you join the program, you’ll automatically enable the mandatory 10\% Genius discount on your cheapest or most popular room and start attracting high-value Genius guests.

Note: A Genius guest is a guest who has made at least 2 bookings on Booking.com (and completed those stays) in a 2-year window.

How to opt out of the Genius program

Depending on your property type, you can stop offering discounts to Genius guests by either opting out of the program on the Extranet or contacting us using the Extranet Inbox tab so we can update your page.

Remember after opting out, you won’t be eligible to join the program again for another 6 months.

Are you a Genius guest looking for assistance with your reservation? Get the answers you need on our Customer Help Center.

See how others do it.

There are thousands of property owners just like you on the Forum.

Ask another partner now