Genius, Wallet & rewards

Can I use a coupon or promotional link to make this booking?

No, this booking can't be made with rewards or incentive programmes. Even if you use a unique link
or code to make this booking, you won't be rewarded for this stay.

Can I use this booking towards my Genius level or membership?

No, this booking does not count towards your Genius bookings or membership level.

Is this booking eligible for We Price Match?

No, this booking is not eligible for We Price Match.

Can I use credit to make this booking?

No, it’s not possible to use travel credit towards bookings facilitated by partner companies. Please
choose a different room or rate.

Confirmation

I’ve paid for my booking but I haven’t received an email to confirm. What should I do?

You'll get a confirmation email once your booking is confirmed. This should only take about two
minutes but sometimes can take longer. Please check your spam/junk mail folders for this email, it
may be there by mistake. If you still haven't received any emails, reach out to our Customer Service
team.

Can you resend my confirmation email?

We always resend your confirmation email a few days before check-in. If you have a Booking.com
account, you can also find your confirmation under the Bookings section in your account. If you still
need us to resend your confirmation email please reach out to our Customer Service team.

I cannot find my confirmation email, what should I do?

First check your inbox and spam/junk mail folders, it may be there by mistake. If you have a
Booking.com account, you can also find your confirmation under the Bookings section in your
account.
Why and how long do I need to wait for my booking to be confirmed?

We'll need to check with our partner company to make sure your selection is still available. We do
our best to let you know within two minutes via email. Please check your spam/junk mail folders in
case this email is there by mistake.

My booking is still not confirmed, what should I do?

You’ll get an email to let you know if your booking is confirmed within several minutes. Please check
your inbox and spam/junk mail folders for this email. If you still cannot find the email, please reach
out to our Customer Service team.

My confirmation number does not work when I call Customer Service, what should I do?

If you've contacted us by phone, the confirmation number may be too long to register correctly.
Instead, go to the Help Centre. If you're already talking with a Customer Service agent, let them
know this is an offer facilitated by a partner company, or a Partner offer.

The property is overbooked and/or cannot find my booking. What should I do?

Please visit the Help Centre as soon as possible.