Contacting us for support

Updated 2 months ago | 5 min read
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If you have a specific or urgent question, you can contact us via the Extranet or by phone. You can also find articles on a wide range of topics in Partner Help or the Partner Community.


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Contacting us through the Extranet

You can contact us through the Extranet Inbox. We’ll do our best to get back to you within 24 hours, but sometimes it can take a little longer. Follow these steps to write us via your Inbox: 

  1. Log in to the Extranet
  2. Click Inbox, then Booking.com messages
  3. Click See contact options, then select a topic and subtopic if applicable
  4. Click See all contact options, then Message
  5. Write your message and click Send message

Message topics

Messages can have one of the following subject lines: 

Rates & Availability

Use this subject line when you want to load rates and availability for your property. 

Promotions 

Use this subject line if you want to set up a deal or promotional rate. It can also be used if you have questions about how these are displayed.

Reservations

Use this subject line if you have questions about the booking process or a specific reservation.

Opportunities 

Use this subject line if you need extra info about sales opportunities in the Opportunity Center.

Guest reviews 

You can contact our Reviews Team to discuss a specific comment from a guest or your own reply to a review. 

Invoices and commission

If you can’t find the information you need in Partner Help, use this subject line for questions about invoices or payments. 

Receiving my payouts 

Use this subject line for questions about when you’ll receive your payout or how to charge guests' virtual credit cards.

Analytics

Use this subject line for questions about the Analytics tab or how your property is performing on our platform.

Property details

Use this subject line to update information about your property that you can’t edit on the Extranet, such as your review score.

Account

Use this subject line if you want to update your contact info and other account details, or if you have questions about working with channel managers.


Contacting us by phone

You can call us if you have an urgent question about your property or partnership with us. Here’s how to find a dedicated number to call:

  1. Log in to the Extranet
  2. Click Inbox, then Booking.com messages
  3. Select See contact options, then select a topic
  4. Click See all contact options, then Call
    1. Press 1 for questions related to an existing reservation at your property
    2. Press 2 for questions related to the Booking.com Extranet
    3. Press 3 for questions about invoicing and commission payment

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