Booking.com's main customer service number is 1-800-215-1366
That number connects you to Booking.com's US-based support team. The line is open seven days a week, though wait times vary by time of day and season. When you call, have your booking confirmation number ready — it appears in your confirmation email and in your Booking.com account under "My Bookings".
Booking.com also handles refund requests through your account online, by email, and through live chat on their website. The phone line is fastest if you need to speak to someone immediately, but the online methods create a written record of your request, which can matter if a refund gets delayed or denied.
Key Takeaways
- Call 1-800-215-1366 to reach Booking.com's US customer service team during business hours any day of the week.
- Have your booking confirmation number available before you call, as the agent will need it to look up your reservation.
- Refund timelines depend on your cancellation policy and payment method — non-refundable bookings cannot be refunded by phone or any other method.
- If you paid by credit card, the refund typically appears within 5 to 10 business days after Booking.com processes it.
- Disputes over refund denials can be escalated through your credit card company if Booking.com refuses your request.
What to expect when you call
When you reach the line, you will hear an automated menu. Select the option for reservations or cancellations — the exact wording changes, but it is usually the first or second choice. You may be asked to enter your booking confirmation number using your phone keypad, or you can wait to speak to an agent and provide it verbally.
Wait times during peak travel seasons (summer, holidays, spring break) can reach 30 minutes or longer. Early morning calls, typically before 9 a.m. Eastern time, tend to have shorter queues. If you reach an agent, explain whether you want to cancel the entire booking or modify it, and whether you are requesting a refund or a credit toward a future stay.
Refund policies that affect what the agent can do
Booking.com's refund depends entirely on the cancellation policy you agreed to when you booked. There are four main types: free cancellation (refundable up to a certain date), non-refundable (no refund under any circumstance), partially refundable (you lose a percentage), and refundable with conditions (such as a fee or short notice requirement).
Your confirmation email states which policy applies to your booking. If your cancellation deadline has passed and your policy is non-refundable, the agent cannot override that — no phone call will change it. If your policy allows cancellation and you are within the window, the agent can process the refund immediately or within one to two business days.
Some bookings show as non-refundable because the hotel or property set that rate, not because of Booking.com's rules. The agent can explain why your booking falls into that category, but they cannot waive it.
How long refunds take after you call
Once an agent approves your refund, Booking.com typically processes it within one to two business days. After that, the time it reaches your account depends on your payment method. Credit card refunds usually show within 5 to 10 business days; debit card refunds may take 7 to 14 days; and bank transfers can take up to 14 business days.
Your bank or credit card company may hold the refund for an additional day or two before posting it to your account. If you do not see the refund within the timeframe the agent gives you, contact your bank first — they can confirm whether Booking.com sent it and whether it is pending on their end.
When to use other contact methods instead
If you are not in a hurry, email or live chat often have shorter wait times than the phone line. You can start a live chat session on Booking.com's website by clicking "Contact us" at the bottom of any page, then selecting "Chat with us". Email requests go to the address listed in your confirmation email, though responses typically take 24 to 48 hours.
Use the phone line if you need an immediate answer about whether your booking is refundable, or if you have already tried email or chat and did not receive a response. The phone line is also better if your situation is complex — for example, if you booked a package deal (hotel plus flight) or if you are disputing a charge.
What to do if Booking.com denies your refund request
If an agent tells you your booking is non-refundable and you believe that is wrong, ask them to escalate your case to a supervisor. Supervisors can review the booking details and the cancellation policy again, though they rarely overturn a non-refundable decision if the policy was clearly stated at booking.
If you paid by credit card, you have the right to dispute the charge with your card issuer if Booking.com refuses a refund you believe you are owed. Contact your credit card company and explain that you cancelled a booking within the refund window but Booking.com denied your request. The card company will investigate and may reverse the charge. This process takes 30 to 60 days, but it is your recourse if Booking.com will not budge.
Frequently Asked Questions
Will Booking.com give me a refund if I cancel after the deadline?
No, not if your cancellation policy is non-refundable or if you have passed the free cancellation date. The agent cannot override the policy you agreed to at booking. Your only option is to contact the property directly and ask if they will make an exception, though they are not required to.
Can I get a refund as a credit instead of money back to my card?
Yes. When you call or cancel online, you can request a Booking.com credit instead of a refund to your original payment method. Credits do not expire and can be used for any future booking on the platform. Some people prefer this if they plan to book again.
What if I never received my refund after two weeks?
Contact your bank or credit card company first — they can tell you if Booking.com sent the refund and whether it is pending. If your bank confirms the refund was never received, call Booking.com back at 1-800-215-1366 with your confirmation number and ask them to resend it or investigate the delay.
Do I have to call to cancel, or can I do it online?
You can cancel online through your Booking.com account under "My Bookings" without calling. Select the booking, click "Cancel reservation", and follow the prompts. The refund processes the same way whether you cancel by phone or online. Use the phone line only if you want to speak to someone about your options first.