Troubleshooting: Booking.com phone number and payment restrictions

Booking.com implements privacy and fraud-prevention controls for new properties to ensure a secure environment. These temporary restrictions may prevent you from viewing guest phone numbers or credit card details immediately. This article explains why this information is hidden and when it becomes available.

Guest phone number restrictions

For new properties on a new Booking.com account, guest phone numbers aren't shared if a booking is made well in advance.

The phone number remains hidden if:

• The reservation is made more than 14 days before the arrival date.
• The property is undergoing compliance training or the initial verification process with Booking.com.

Accessing phone numbers

• Booking.com Extranet or Pulse app: The number becomes visible 14 days before check-in.
• Guesty: Access is granted through the Reservations API once the property meets all financial and contractual obligations with Booking.com. You can find this information in the Reservations page.

Credit card and prepayment restrictions

If a property is new and not yet verified by Booking.com, certain financial details and payment policies are temporarily restricted.

• Credit card details

  You can't view guest credit card details for standard bookings during the verification period.

  • Exceptions: You can view and charge credit cards for no-shows or canceled non-refundable reservations where a fee applies.
  • Action required: Request payment directly from guests at check-in during this period.

• Prepayment policies

  You can't set prepayment policies until the verification process is complete. Booking.com mandates this "No prepayment" restriction for all new partners to build guest trust and verify property reliability.

Restriction removal

Booking.com automatically lifts "No prepayment" and data visibility restrictions once:

1. Booking.com completes the verification process.
2. The property demonstrates a history of successful stays and reliable operations.

Once these milestones are met, you will gain full access to prepayment settings and standard guest data visibility.