If you've used us before, you know that Booking.com offers online travel-related services through our own websites and mobile apps, as well as other online platforms such as partners' websites and social media. We'd like to point out that all the information you are about to read, generally applies to not one, not two, but all of these platforms.
In fact, this single privacy statement applies to any kind of customer information we collect through all of the above platforms or by any other means connected to these platforms (such as when you contact our customer service team by email).
If you are one of our business partners, make sure to also check out our Privacy Statement for Business Partners to understand how personal data is further processed as part of the business relationship.
We might amend the Privacy Statement from time to time, so we recommend you visit this page occasionally to make sure you know where you stand. If we make any changes to the Privacy Statement that will have an impact on you (for example, if we intend to process your personal data for other purposes than previously communicated), we'll notify you of these changes before the new activities begin.
And now, the sad but necessary bit: If you disagree with this Privacy Statement, you should discontinue using our services. If you agree with our Privacy Statement, then you're all set to book your next trip through us.
We can't help you book the perfect Trip without information, so when you use our services there are certain things we ask for. This is typically routine information - your name, preferred contact details, the names of the people travelling with you and your payment information. You might also decide to submit additional information related to your upcoming Trip (for example, your anticipated arrival time).
In addition to this, we also collect information from the computer, phone, tablet or other device you use to access our services. This includes the IP address, the browser you're using and your language settings. There are also situations in which we receive information about you from others or when we automatically collect other information.
This is the general overview but if you'd like to know more about the information we collect, we go into more detail below.
Why does Booking.com collect and use your personal data?The main reason we ask you for personal details is to help you organise your online Trip Reservations and ensure you get the best service possible.
We also use your personal data to contact you about the latest deals, special offers and other products or services we think you might be interested in. There are other uses, too. If you'd like to find out what they are, read on for a more detailed explanation.
How does Booking.com share your data with third parties?There are different parties integrated into Booking.com's services, in various ways and for various reasons. The primary reason we share your data is to supply the Trip Provider with the relevant information to complete your Trip Reservation.
We also involve other parties to provide you with the Booking.com services.This includes, for example, financial institutions, advertisers, subsidiaries of the Booking.com corporate group and other affiliates of the Booking Holdings Inc. corporate group. Or, in some cases, if we're required to by law, we might share your data with governmental or other authorities.
Below, we go into more detail about how the information you share with us is used and exchanged with these parties.
How does Booking.com process communications that you and your Trip Provider may send via Booking.com?Booking.com can help you and Trip Providers exchange information or requests about services and existing Trip Reservations, through the Booking.com platform. If you want to find out more about how Booking.com receives and handles these communications, read on here.
Who is responsible for the processing of personal data on the Booking.com website and apps?Booking.com B.V., located in Amsterdam, The Netherlands, controls the processing of personal data for the provision of its services. That includes its websites and mobile apps, except for some exceptions that are clarified in this privacy statement.
What kind of personal data does Booking.com collect?Depending on the law that applies to you, we might be required to provide some additional information. If you'd like to know more, please read on.
Personal data you give to us.Booking.com collects and uses information you provide to us. When you make a Trip Reservation, you are (at a minimum) asked for your name and email address.
Depending on the Trip Reservation, we may also ask for your home address, telephone number, payment information, date of birth, the names of the people travelling with you and any preferences you might have for your Trip (such as dietary or accessibility requirements).
If you need to get in touch with our customer service team, contact your Trip Provider through us, or reach out to us in a different way (such as social media) we'll collect information from you there, too. This applies whether you are contacting us with feedback or asking for help using our services.
You might also be invited to write reviews to help inform others about the experiences you had on your Trip. When you write a review on the Booking.com platform, we'll collect any information you've included, along with your display name and avatar (if you choose one).
There are other instances where you'll provide us with information, as well. For example, if you're browsing with your mobile device, you can decide to allow Booking.com to see your current location or grant us access to your contacts. This helps us to give you the best possible service and experience by, for example, showing you our city guides, suggesting the nearest restaurants or attractions to your location or making other recommendations.
If you create a user account, we'll also store your personal settings, uploaded photos, and reviews of previous bookings. This saved data can be used to help you plan and manage future Trip Reservations or benefit from other features only available to account holders (such as incentives or other benefits).
We may offer you referral programs or sweepstakes, and participating in these will mean providing us with relevant personal data.
Personal data you give us about others.Of course, you might not simply be making a Trip Reservation for yourself. You might be taking a Trip with other people or making a reservation on someone else's behalf. In both those scenarios, you will provide their details as part of the Trip Reservation.
If you have a Booking.com for Business account, you can also keep an address book to make it easier to plan and manage business travel arrangements for others.
In some cases, you might use Booking.com to share information with others. This can take the form of sharing a wishlist or participating in a referral programme, as described when you use the relevant feature.
At this point, we have to make it clear that it's your responsibility to ensure that the person or people you have provided personal data about are aware that you've done so, and that they have understood and accepted how Booking.com uses their information (as described in this Privacy Statement).
Personal data we collect automatically.Whether or not you end up making a Trip Reservation, when you visit our websites or apps we automatically collect certain information. This includes your IP address, the date and time you accessed our services, and information about your computer's hardware and software (such as the operating system, the internet browser used, software/application version data and your language settings). We also collect information about clicks and which pages have been shown to you.
If you're using a mobile device, we collect data that identifies the device, as well as data about your device-specific settings and characteristics, app crashes and other system activity. When you make a Trip Reservation using this kind of device, our system registers how you made your reservation (on which website), and/or which site you came from when you entered the Booking.com website or app.
Personal data we receive from other sources.It's not just the things you tell us, though – we may also receive information about you from other sources. These include business partners, such as affiliate partners, subsidiaries of the Booking.com corporate group, other affiliates of the Booking Holdings Inc. corporate group and other independent third parties.
Anything we receive from these partners may be combined with information provided by you. For example, Booking.com Trip Reservation services are not only made available via Booking.com and the Booking.com apps, but are also integrated into services of affiliate partners you can find online. When you use any of these services, you provide the reservation details to our business partners who then forward your details to us.
We also integrate with third party service providers to facilitate payments between you and Trip Providers. These service providers share payment information so we can administer and handle your Trip Reservation, making sure everything goes as smoothly as possible for you.
Additionally, we collect information in the regrettable case that we receive a complaint about you from a Trip Provider, for example in the case of misconduct.
Another way we might receive data about you, is through the communication services integrated into our platforms. These communication services offer you a way to contact theTrip Provider you've booked with to discuss your stay. In some cases, we receive metadata about these communication activities (such as who you are, where you called from, and the date and length of the call).
We may also receive information about you in order to show you more relevant ads, such as the additional cookie data Booking.com social media partners make available to us. Please read the section Why does Booking.com collect and use your personal data? for more information.
When you link your Booking.com user account to a social media account, you yourself might exchange data between Booking.com and that social media provider. You can always choose not to share that data.
Trip Providers may share information about you with Booking.com, too. This could happen if you have support questions about a pending Trip Reservation, or if disputes or other issues arise about a Trip Reservation.
To process your personal data as described above, we rely on the following legal bases:As applicable, for purpose A and B, Booking.com relies on the legal basis that the processing of personal data is necessary for the performance of a contract, specifically to finalise and administer your Trip Reservation.
If the required personal data is not provided,Booking.com cannot finalise the Trip Reservation, nor can we provide customer service. In view of purposes C to L, Booking.com relies on its legitimate commercial business interest to provide its services, to prevent fraud and to improve its services (as set out more specifically under C to L).
When using personal data to serve Booking.com's or a third party's legitimate interest, Booking.com will always balance your rights and interests in the protection of your personal data against Booking.com's rights and interests or those of the third party. For purposes M, Booking.com also relies, where applicable, on compliance with legal obligations (such as lawful law enforcement requests).
Finally, where needed under applicable law, Booking.com will obtain your consent prior to processing your personal data, including for email marketing purposes or as otherwise required by law.
If you wish to object to the processing set out under C to L and no opt-out mechanism is available to you directly (for example, in your account settings), please contact us at firstname.lastname@example.org.
How does Booking.com process communications that you and your booked Trip Provider may send via Booking.com?Booking.com can offer you and Trip Providers various ways to communicate about the Trip Services and existing Trip Reservations, directing the communications via Booking.com. This also allows you and your Trip Provider to contact Booking.com with questions about your Trip Reservation through the website, our apps and the other channels that we make available.
Booking.com accesses communications and may use automated systems to review, scan, and analyse communications for the following reasons:
Compliance with legal and regulatory requirements
Investigations of potential misconduct
Product development and improvement
Customer engagement (including to provide you with information and offers that we believe may be of interest to you)
Customer or technical support
All communications sent or received using Booking.com communication tools will be received and stored by Booking.com. Business partners (through whose platform you've made a reservation) and Trip Providers might also choose to communicate with you directly, by email or other channels that Booking.com does not control.
How can you control the personal data you've given to Booking.com?We want you to be in control of how your personal data is used by us. You can do this in the following ways:
You can ask us for a copy of the personal data we hold about you,
You can inform us of any changes to your personal data, or you can ask us to correct any of the personal data we hold about you. As explained below, you can make some of these changes yourself when you have a user account,
In certain situations, you can ask us to erase, block, or restrict the processing of the personal data we hold about you, or object to particular ways in which we are using your personal data,
In certain situations, you can also ask us to send the personal data you have given us to a third party,
Where we are using your personal data on the basis of your consent, you are entitled to withdraw that consent at any time subject to applicable law, and
Where we process your personal data based on legitimate interest or the public interest, you have the right to object to that use of your personal data at any time, subject to applicable law.
If you have a Booking.com user account, you can access a lot of your personal data through our website or apps. You'll generally find the option to add, update or remove information we have about you in your account settings.
If any of the personal data we have about you isn't accessible through our website or apps, you can send us a request (which won't cost you anything).