All questions and complaints are recorded, and the most urgent ones are treated as highest priority. Public Transportation. When you book an accommodation, flight, or attraction, alternative transport, hotel rooms). 2. ), if it was about an accommodation, flight, or attraction, you can use that ODR platform. When you complete your Booking, you accept these Terms and any other ones that youre provided with during the booking process. Booking.com Transport Limited is the merchant of record for your Booking. When you book a Rental, your Booking is either (a) with us or (b) directly with the Service Provider. You might, for example, get a Reward by booking at a participating hotel or by making a certain number of Bookings in a given time period. Only customers who have stayed at the Accommodation will be invited by Booking.com to comment on their stay at the relevant accommodations and to provide a score for certain aspects of their stay or may receive a rating request during their stay. "Trip" means the various different travel products and services that can be ordered, acquired, purchased, bought, paid, rented, provided, reserved, combined, or consummated by you from the Trip Provider. being abusive or doing anything that might endanger someone). From the point at which you make your Trip Reservation, we act solely as an intermediary between you and the Trip Provider. 16. if a picture does not meet the above criteria). They aren't officially traders (like a global hotel chain) and therefore may not fall under the same consumer protection rules under EU law, but dont worry Booking.com provides you with the same customer service as we do with any stay. Cancellation, deposit, and prepayment policies. The relevant (delivery/purchase/use/carrier) terms and conditions of a Trip Provider can be obtained with the relevant Trip Provider. We provide the Platform on which Service Providers and (from time to time) Third-Party Aggregators can promote and sell Travel Experiences, and you can search for, compare, and book them. When you sign this at the rental counter, youll enter a contract with the Service Provider, but youll see and accept the key terms of it while youre booking your car. You'll find each Service Provider's cancellation policy and any other policies (e.g. a strike that interferes with your journey), well tell you as soon as we can. To change your Booking, you may need to cancel it (which might incur a cancellation fee) and make a new one. Amendments, cancellations, and refunds. If you have a question or complaint, contact our Customer Service team. 11. 1. If that Travel Experience costs less than you have in Credits, your unused Credits will remain available in your Wallet. Read these Terms and the terms displayed during the booking process carefully. You must have all the documents (e.g. All rights reserved. The car pictures are illustrative only. Profanity, sexually explicit, hate speech, discriminatory, threats, violence, Mention of full names, personal attack towards the staff, Promoting illegal activities (e.g. Were not a contractual party to your Booking. the Trip Service). 12.
Well show you the offers that are available to you, in (what we think is) the right language for you. Note that a Trip Reservation which requires down payment or (wholly or partly) prepayment may be canceled (without a prior notice of default or warning) insofar the relevant (remaining) amount(s) cannot be collected in full on the relevant due or payment date in accordance with the relevant payment policy of the Trip Provider and the reservation. AFTER your rental is due to start (or if you no-show), youll receive no refund.
Rewards cant be sold, encumbered, or transferred in any way to a third party. 16. by audience, date, language, score). To the extent permitted by law, we cant be held responsible for any errors, any interruptions, or any missing bits of information, though we will do everything we can to correct/fix them as soon as we can. 4. If the Service Provider requires an Upfront Payment, it may be taken or pre-authorized when you make your Booking, and it may be non-refundable.
When guests stay at the property, they check out how quiet the room is, how friendly the staff is, and more. If your driver isnt at the pick-up location on time, you can apply for a refund, and well investigate this for you. You can scroll through this default ranking, use filters, and sort by alternative ranking orders and thus have the ability to influence the presentation of search results to receive a ranking order based on other criteria. 4. Maintain the security of the Accommodation and its contents during your stay. The support companies only provide an internal supporting role to and for the benefit of Booking.com. 17. We try to resolve disputes internally, and arent obliged to submit to any alternative dispute resolution procedures handled by independent providers. The use of the Visibility Booster (by increasing the commission in return for a better position in the ranking) is at each Trip Provider's discretion and may be used from time to time and product to product offered. EU: Passengers' rights under EU Regulation 261/2004. 3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesnt necessarily show all their products or services. 3. 8. the Service Provider doesn't guarantee they'll be available for you. We may set off/settle any or all of your Credits against any claim we (or a Group Company) have against you. On top of that, you can apply different policies to different room types. You must ensure that every child has an appropriate child seat if they need one. For info on reviews, ranking, how we make money (and more), check out When you purchase a Flight, you agree not to do this, and to indemnify us against airline claims for any difference between the cost of your actual journey and the cost of the full journey specified on your ticket(s). 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. We use multiple algorithms to produce default ranking results, a process that's constantly evolving. promotional codes that can only be used in our app), property restrictions (e.g. Copyright 19962022 Youre responsible for anything that happens with your Account, so dont let anyone else use it and keep your username and password secret. to share with us/the Service Provider/an insurance company. review any warnings or advice from your country of residence/origin before you go to/through a country or region. the Rental Agreement itself, which you'll receive at Pick-up. We want you to pay the lowest price possible for your product and service of choice. You do not have a (legal or contractual) relationship with the support companies. You must make sure all passengers arrive on time, leaving enough time to collect tickets if necessary. The damage policy doesnt relate to general cleaning, ordinary wear and tear, any crimes (such as theft), or any non-physical damages (e.g. For certain (non-refundable) rates or special offers, note that Trip Providers may require that payment be made upfront by wire transfer (if available) or by credit card, and therefore your credit card may be pre-authorized or charged (sometimes without any option for refund) upon making the Trip Reservation. 2. 25. The Service Provider might require a damage deposit before or at check-in. You can cash out Cash Credits (but not Travel Credits) to a Payment Method. 6. It depends on what your complaint was about: 4. However, you also agree that in some cases, it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If the Service Provider needs more than your name, well tell you at the time of booking. 8. Pre-Booked Private Transportation. 9. 4. We may change, suspend, or end any aspect of the Wallet, Rewards, and Credits. of something that one or more passengers did/didnt do. For customers within the European Economic Area ("EEA"), Switzerland, and the United Kingdom the following applies. Booking.com is not an open platform (like Amazon or eBay) where end users can make their product available (no C2C platform); Booking.com does not allow non-professional parties to offer or sell their products on or through Booking.com. for marketing, promotion, or improvement of our services) 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. Intermediation Contract (in the Flights section) means the contract between you and the Third-Party Aggregator, which deals with the way they arrange your Flight ticket (and, in some cases, any extras) with the airline or another company. We have the right to stop you from making any Bookings, to cancel any Bookings youve made, and/or to stop you from using our Platform, our Customer Service, and/or your Account. 10. 25. No guest review: Its not possible to leave a guest review on our Platform. When youre booking, you may see that some Service Providers refer to a damage policy. This means that if anyone in your group loses or damages anything: 5. All Credits have an expiration date, which youll find in the Credits section of your Wallet. on our Platform, on the Service Provider information pages, during the booking process, in the fine print, and/or in the confirmation email or ticket (if applicable). Upfront Payment means a payment that you make when you book a product or service, rather than when you actually use it. Booking.com cannot guarantee that any request or communication will be (duly and timely) received/read by, complied with, executed, or accepted by the Trip Provider. Measures against unacceptable behavior. Services (in the Private and Public Transportation section) means the provision of a Public Transportation Journey or Private Transportation Journey. Pre- authorization can be applied to specific policy types, too. You can hold this amount as a guarantee in case the guest no-shows, or just return it to the guest immediately. If, after you've booked your Accommodation with us, you find the same Accommodation (with the same conditions) for less on another website, we promise to refund the difference, subject to the We Price Match terms and conditions. If you book ground transport, read the Rentalcars.com Privacy Statement, Cars.booking.com Privacy Statement, or Taxi.booking.com Privacy Statement to find out how we process your personal data. You may be responsible for dealing with any retroactive change in the tax rate. 2. You can do so by accessing your Booking through our app or through our Help Center (where youll also find some useful FAQs). Only Trip Providers which have a commercial relationship with Booking.com (through an agreement) will be made available on Platform (for their B2B and/or B2C promotion of their product). If changing your Booking would change the price or incur a cancellation fee, we will tell you in advance.
3. Of course, well only do this if in our opinion theres a good reason to, such as: 2. 1. In most cases, youll get your Booking Confirmation as soon as you complete your Booking. 3.
7. Third-Party Aggregator means a company that acts as either (a) an intermediary between you and the Service Provider or (b) a reseller of the Travel Experience. Theres a limit (displayed while youre booking) to how much the Service Provider can charge you under the damage policy through our Platform. Your fare will include any taxes and fees charged by an airline or government (except entry/exit fees see Entry/Exit fees below). 1. 2. If you cancel a Booking or dont show up, any cancellation/no-show fee or refund will depend on the Service Providers cancellation/no-show policy. If anything is broken, damaged, or lost, make sure you report it to the staff there as soon as you can, before you check out. When guests have a clear idea of what to expect, theyre less likely to cancel. instead of charging you for it directly, the Service Provider will have 14 days to submit a damage payment request through our Platform, under your reservation number. Privacy and Cookie Notice for more info on privacy, cookies, and how we might contact you and process personal data. 2. the Service Provider becomes insolvent or is genuinely unable to honor your Booking, in which case we'll do our best to arrange alternative transport (and we'll refund you in full if we can't). All Private Transportation. 4. 6. For info on reviews, ranking, how we make money (and more), check out You must read and agree to comply with these Terms and the Rental Agreement, and acknowledge that if you breach them: 3. If theres any discrepancy between these Terms and the Rental Agreement, the Rental Agreement will apply. Public Transportation. With a fully flexible policy, your guests will only pay when staying at your property and can cancel free of charge during a time frame of your choice prior to check-in. Public Transportation. 4. you will NOT benefit from rights applying to packages under the EUs Directive (EU) 2015/2302 or the UK's Package Travel and Linked Travel Arrangements Regulations 2018 (together, the "Package Travel Requirements"). 12. Check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your Trip Reservation. For info on reviews, ranking, how we make money (and more), check out Some Bookings cant be canceled for free, while others can only be canceled for free before a deadline. Depending on the terms of your Booking, we may be able to help you change or cancel it if you want. You acknowledge that if you breach them: 3. Stay informed with the latest Booking.com developments, industry insights and expertise. 2. The guest review form should be regarded as a survey and does not include any (further commercial) offers, invitations, or incentives whatsoever. In order to duly complete and secure your Trip Reservation, you need to use your correct email address. The support companies do not operate and are not authorized to act as any form of process or service agent of Booking.com. Booking.com may display offers that are not directly sourced from Trip Providers, but are facilitated by a Booking.com partner company, such as another platform (Partner offer). Can't be modified. 6. Some of the price reductions you see are funded by us, not by the Service Provider. Group Company means an affiliate of Booking.com either a direct shareholding of Booking.com or part of the Booking Holdings Inc. group. See Directive (EU) 2015/2302 as transposed into national law in the European Union or in the United Kingdom. If you think you might be late, contact the Service Provider or us, even if it's because of a flight delay and youve provided your flight number. If your flight is delayed or canceled or youre denied boarding, you may be entitled to compensation/assistance under EU Regulation 261/2004 if: EU: Airline carrier liability under EU Regulation 889/2002. 3. Your reservation is covered by our previous, Sign up and we'll send the best deals to you. "Trip Service" means the online purchase, order, (facilitated) payment, or reservation service as offered or enabled by Booking.com in respect to various products and services as from time to time made available by Trip Providers on the Platform. There are different Genius Levels based on how many Accommodation Bookings youve made in a given period. We dont make any promises about Service Providers products and services apart from what we expressly state in these Terms. Credit Card Cashback means a benefit with a monetary value that can be cashed out to the credit card that we have on file for you, but cant be put toward the cost of a future Travel Experience. 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 our brand without our express written permission. 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 Trip Provider so they know when to expect you to avoid cancellation of your Trip (Reservation) or charge of the no-show fee. 5. All data, including personal data, will be processed in accordance with our privacy policy and applicable data protection laws and regulations. Lost, stolen, or expired Rewards will not be replaced. To do this, personnel might spray the aircrafts cabin with an aerosol insecticide while passengers are on board, or treat its interior surfaces with a residual insecticide while theyre not on board. Accommodation means the provision of an accommodation service by a Service Provider (throughout Section B, Service Provider means the provider of the accommodation service). Please provide us with evidence of the charged deductible (e.g. If anything goes wrong during your Rental (e.g. We can't guarantee theyll be able to reach you through messaging applications such as WhatsApp or Viber. if it was about ground transport, you cant (because ground transport is booked with Booking.com Transport Limited, and the UK has left the EU). 8. You must provide all the information we need to arrange your Booking (e.g. For example, if you book a premium car or a night in a luxury suite that was mistakenly offered for $1, we may simply cancel that Booking and refund anything youve paid. If theres any dispute about the Terms or any discrepancy between the Terms in English and another language, the Terms as they appear in English will apply. When you pre-book Private or Public Transportation, your Booking will be directly with the Service Provider. 4. This section contains the specific terms for Accommodations products and services. Booking.com does not (re)sell, rent out, offer any (travel) product or service. To make a Booking, you may need to create an Account. You must fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you. If you bought insurance through our Platform, refer to the policy document(s) for the terms and for further info. If you know of or suspect any fraud or unauthorized use of your Payment Method, contact your payment provider, who may cover any resulting charges, possibly for a fee. 4. 2. Bookings with Dollar or Thrifty that were booked before January 26, 2021 (check your rental terms). 4. 1. You can change to another language whenever you like. In either of these cases, the travel services will become part of a linked travel arrangement and not a package. Error: We may help you communicate with your Service Provider, but we cant guarantee that theyll read anything from you or that theyll do what you ask. Depending on (local) regulations, the star classifications are either assigned by an (independent) third party, e.g. for a review), youre confirming that it complies with Travel Experience means one of the travel-related products or services on the Platform. Our VAT registration number is NL805734958B01. Otherwise you wont be entitled to a refund. If the currency selected on the Platform isn't the same as the Service Provider's currency, we may: Youll see our Currency Conversion Rate during check-out, in the Booking details of your Account, or (if you dont have an Account) in the email we send you. 1. If we/the Service Provider need to change your Booking (e.g. The algorithm of the ranking will take an increase in commission into account when determining the Default Ranking.
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