Booking.com implements privacy and fraud-prevention controls to ensure a secure environment. Learn how these restrictions protect your data and affect the daily operations.
Booking.com guest phone number sharing
Booking.com stops transmitting guest phone numbers to connectivity providers, including Guesty. This global policy change increases security and protects travelers from phishing attempts via WhatsApp and text messages.
Although new and updated reservations don't contain guest phone numbers, you can view phone numbers or communicate with guests in several ways:
- Guesty check-in form: Use the Guest App check-in form to collect guest contact details directly during pre-check-in.
- Guesty Unified Inbox: Continue using the Unified Inbox to communicate with guests directly regarding their stay without an external phone number. Guest receive messages directly in the Booking.com chat or app.
- Booking.com Extranet and Pulse app: Access guest phone numbers directly within the Booking.com Extranet or the Pulse mobile app.
Note:
If you notice missing guest phone numbers in Guesty for new and updated Booking.com reservations, note this is an intentional security measure, and not a sync issue.
Credit card and prepayment restrictions for new properties
If a property is new and not yet verified by Booking.com, certain financial details and payment policies are temporarily restricted.
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Credit card details
Viewing guest credit card details for standard bookings during the verification period isn't supported.
- 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.
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Prepayment policies
Setting prepayment policies isn't supported 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.
Securing payment during verification
Use the Guest App check-in form to send invoices and payment links to guests to receive payment during the validation period.
Restriction removal
Booking.com automatically lifts "No prepayment" and data visibility restrictions once:
- Booking.com completes the verification process.
- 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.