Privacyverklaring (Privacy Statement)

MATERIAL
FIRST SEEN 2026-08-20 · VERSION 20260820_rev01 · COMPARED WITH 20260811_rev01

What changed, in plain language

Booking.com reorganized the "why we use your data" part of its privacy statement, replacing 12 narrow purposes with 10 broader ones. Most of the underlying practices already existed, but several are now spelled out more openly and a few are wider than before: search results and site layout are personalized using your browsing habits, and if you have an account your activity is linked across sessions and devices; new AI features (AI chat, "AI memories", smart filters) are named; training AI models is now its own standalone purpose instead of a line inside "improving our services"; an AI "digital assistant" may handle your customer-service call and keep a transcript for 30 days; and marketing now covers WhatsApp messages, abandoned-booking reminders, any "protection products" (not just insurance), and automatic enrollment into reward programs. The old section explaining that the prices you see can depend on your location and device was deleted. The objection wording changed from a specific list of purposes to "where we rely on legitimate interest," while more processing is now labeled as necessary for your contract — which is the kind you cannot object to.

Changes that may affect you

Cookie and device tracking data added to the analytics listMINOR
DATA COLLECTION

The list of data used for analytics and A/B testing now openly includes device details and behavioral data gathered through cookies and similar tracking technologies. Booking.com also says it may combine data from your different visits, devices and sites even when you are not logged in.

“- Device details and behavioral data gathered through cookies and other tracking technologies when travelers engage with our platform”

What you can do — Review and tighten your cookie preferences in the cookie settings on the Booking.com site or app.

IP address confirmed to be used to work out your locationMINOR
DATA COLLECTION

The collection list now states plainly that your IP address is used to derive the country or region you are in. This is likely something that was already happening, but it is now spelled out — and location affects what offers and content you are shown.

“- IP address (from which we derive your country or region)”
Your browsing is now linked across devices and sessions to shape what you seeMATERIAL
DATA COLLECTION

If you have an account, Booking.com now says it connects your activity from different devices and different visits into one profile, and uses your browsing habits and past purchases to decide which results appear first. That means the order of hotels and offers you see is tailored to you, based on a picture built from everywhere you have browsed while logged in.

“If you have an account on our platform, we link your browsing activity across different sessions and devices to give you a continuous experience.”

What you can do — Check your cookie and tracking settings and your account privacy settings; if there is no toggle for this, you can object by contacting Booking.com through the "Your rights" section. Browsing while logged out limits the linking.

Using your data to train AI is now a purpose in its own rightMATERIAL
OTHER

Before, training AI and machine learning models was one line inside "improving our services" and was described as part of making the service better. It is now a separate reason for using your data, no longer tied to improving your experience, and it sits under "legitimate interests" — meaning it happens by default unless you object.

“We may use your personal data to develop and enhance our machine learning models and artificial intelligence systems.”

What you can do — If you do not want your data used for AI training, look for an opt-out in your account settings and otherwise send an objection through the "Your rights" section.

More processing is now labeled "needed for your contract", which you cannot object toMATERIAL
OTHER

The legal-basis table moved account and platform services, and booking-related customer support, into the "necessary to perform your contract" bucket, and the booking purpose now lists much more data as required (home address, date of birth, location, co-travelers' details, passport or ID for some trips). Data handled on that basis cannot be objected to the way legitimate-interest processing can. The objection sentence also changed from a clear list of purposes (C to K) to the vaguer "where we rely on legitimate interest", making it harder to tell what you can actually refuse.

“If you wish to object to the processing where we rely on legitimate interest and the use of AI systems and no opt-out mechanism is available to you directly (for example, in your account settings), contact us as described in the section [Your rights]().”

What you can do — If you want to object to a specific use, ask Booking.com in writing which legal basis it relies on for that use and request an opt-out through the "Your rights" section.

An AI assistant may listen to your support call and keep a transcriptMINOR
DATA COLLECTION

Depending on where you are, an automated assistant may now take your call, work out why you are calling, and produce a written summary and transcript. The transcript is kept for about 30 days by default. This is on top of the existing call recording for training and quality control.

“Depending on your location, when you call our customer service team, we may use a digital assistant to understand the intent of your call and create a summary before routing you to a customer service agent.”

What you can do — Avoid sharing extra personal or payment details out loud with the automated assistant; use the in-app chat or ask to be transferred to a human agent if you prefer.

The explanation of why prices differ was deletedMINOR
OTHER

The previous version had a whole section saying the prices you see can depend on your IP address, your device type, and which site you arrived from. That section is gone. The new personalization section still says results and content are adjusted to you, but no longer warns that pricing itself may vary — so you get less information about why two people can see different prices.

What you can do — Compare prices in a private browsing window or on a different device before booking, and check the total price at checkout.

Marketing broadened to WhatsApp, more products, and automatic reward enrollmentMINOR
OTHER

Marketing messages may now come through messaging apps such as WhatsApp. Follow-up offers cover any "protection products" rather than only insurance. Reminders to finish an unfinished booking are now treated as marketing. Booking.com also says it uses your past travel to automatically calculate your loyalty tier and enroll you in reward programs.

“These can be through push notifications, SMS, and other messaging applications such as WhatsApp, notifications in our app, or emails.”

What you can do — Turn off marketing channels you do not want in your account settings, or use the "Unsubscribe" link in any marketing email.

Changelog

  1. ± CHANGEDPurpose list rebuilt from 12 items into 10 broader categories

    The list of reasons Booking.com uses your data was reorganized. Old headings like "Trip reservations", "Customer service", "User accounts", "Marketing activities", "Improving our services" and "Call monitoring" were merged into wider buckets such as "Trip & payments management", "Platform services & operations", and "Personalization, ranking & platform optimization". The legal-basis table was renumbered to match.

    1. Trip reservations

    1. Trip & payments management

  2. ± CHANGEDBooking and payment purpose now lists far more data as necessary

    The first purpose now covers buying insurance products and handling payments, and the list of data described as needed grew from contact details and reservation dates to your name, home address, payment details, date of birth, current location, whether you travel for work, your co-travelers' names and birth dates, preferences, and passport or ID details for some trips.

    In addition to your contact details (e.g. email address, phone number), in order to provide you with services, we may also need reservation identifiers and dates to determine the duration of the reservation.

    In addition to your name, home address, contact details (your email address and telephone number, for example), and payment information (your credit card information, for example), in order to provide you with services, we may also need date of birth, current location, whether you're traveling for work purposes, the names and dates of birth of the people traveling, and any preferences you may indicate

  3. + ADDEDNew section on personalizing search results and the site

    A new purpose explains that search results are sorted to match your travel style based on your browsing habits and past purchases, that the layout and content are adjusted to your device and language, and that extra products such as insurance or transport are shown to you.

    We sort and display search results so that the choices that best fit your travel style are based on your browsing habits or past purchases.

  4. + ADDEDBrowsing linked across sessions and devices for account holders

    If you have an account, your browsing activity is now explicitly linked across different sessions and devices so you can pick up where you left off.

    If you have an account on our platform, we link your browsing activity across different sessions and devices to give you a continuous experience.

  5. + ADDEDGenerative AI features named for the first time

    The statement now names AI-powered features on the site, including AI chat, "AI memories", and smart filters, which shape what searches and content you see.

    We make available website functionalities (some powered by generative AI) such as AI chat, AI memories, or smart filters that allow you to have a more controlled and personalized experience on our website.

  6. ± CHANGEDTraining AI models became its own purpose

    The one line about using your data to build machine learning and AI systems was pulled out of "Improving our services" and made a standalone purpose. The old wording that tied it to making services better was dropped.

    We may use your personal data to develop and enhance our machine learning models and artificial intelligence systems. This is a necessary part of our ongoing commitment to make our services better and enhance our travelers' experience.

    8. Training & optimizing AI models

  7. + ADDEDAI digital assistant handles calls and keeps transcripts

    Depending on where you are, an automated assistant may take your customer-service call, work out why you are calling, write a summary, and sometimes answer you directly. A transcript may be created and kept for about 30 days.

    We may generate a call transcript of your interaction with the digital assistant, in which case it will be kept for a limited amount of time (30 days by default).

  8. − REMOVEDPricing explanation removed

    The section explaining that the prices you see can differ depending on your IP address, your device, and which site sent you here was deleted. The new personalization section mentions adjusting content and layout, but no longer explains price differences.

    When you search our websites or mobile apps, for example to find an accommodation, a rental car, or a flight, the pricing you see may depend on a number of factors, such as whether you are in the European Economic Area (EEA) or in another region or country outside of the EEA.

  9. ± CHANGEDIP address now stated to reveal your country or region

    The list of automatically collected data now says your IP address is used to work out what country or region you are in.

    - IP address

    - IP address (from which we derive your country or region)

  10. ± CHANGEDMarketing widened: WhatsApp, abandoned bookings, more products, rewards

    Marketing messages now explicitly include messaging apps such as WhatsApp. Reminders to finish an unfinished booking moved into marketing. Follow-up offers cover any "protection products" instead of only insurance. Running reward programs like Genius, including automatically working out your tier and enrolling you, is now listed as a marketing purpose.

    - To contact you with information about insurance products that you didn't include in your reservation.

    To manage customer reward initiatives, such as the Genius loyalty program and other reward benefits. For example, we use your past travel activity to automatically calculate your loyalty tier level, enroll you in rewards, and send you updates about your benefits.

  11. ± CHANGEDAnalytics list now includes cookie and device tracking data

    The data used for analytics and A/B testing now openly includes device details and behavioral data gathered through cookies and other tracking technologies. Language about processing your user ID to measure audience was replaced with wording about groups of travelers and aggregate insights.

    We may process your user ID for the purpose of measuring the audience visiting our websites.

    - Device details and behavioral data gathered through cookies and other tracking technologies when travelers engage with our platform

  12. ± CHANGEDObjection wording changed from a named list to "legitimate interest"

    Before, you were told you could object to purposes C through K. Now the text says you can object where Booking.com relies on legitimate interest. At the same time, some activities (account and platform services, customer support tied to a booking) were moved under "necessary for your contract", which is not a basis you can object to.

    If you wish to object to the processing set out under C to K and the use of AI systems, and no opt-out mechanism is available to you directly (for example, in your account settings), contact us as described in the section [Your rights]().

    If you wish to object to the processing where we rely on legitimate interest and the use of AI systems and no opt-out mechanism is available to you directly (for example, in your account settings), contact us as described in the section [Your rights]().

  13. + ADDEDNew finance, tax and reporting purpose

    A new purpose covers accounting, settling payments with trip providers, tax duties, and required reports to regulators.

    We process your personal data to allow us to manage our financial operations, including maintaining our general accounting, settling payments with trip providers, and meeting our legal financial reporting, tax obligations, and mandatory disclosures to regulatory bodies.

  14. ± CHANGEDLegal purposes section expanded

    The legal purposes list added handling individual and data subject requests and running corporate governance and business audits, and the example of data used now includes your identity and verification information. The old broad "enforce our reservation Terms of Service" was narrowed to defending legal rights in formal proceedings.

    - Enforce our reservation Terms of Service

    - Defend our legal rights and interests as established in the [Terms of Service](https://www.booking.com/content/terms.en-us.html) in formal legal proceedings

  15. ± CHANGEDCustomer support data list expanded

    Customer support is now a purpose of its own covering mediation between you and providers and resolving claims and disputes, and the data used now includes verification details such as a PIN.

    To do this, we use personal data such as your reservation details, including, for example, the price of your reservation as well as how and when you made the reservation.

    verification details (such as PIN)

  16. ± CHANGEDWording and heading tidy-ups

    Capitalization fixes ("Account Information" to "Account information"), abbreviations spelled out ("OS" to "operating system"), headings changed from "How we share" to "Why we share", and links added to the Terms of Service. No change in meaning.

    - Device details (OS, browser/app version, language settings)

    - Device details (operating system, browser/mobile app version, language settings)

Full text changes — 20260811_rev01 to 20260820_rev01

COLOUR MARKS THE SEVERITY OF A FLAGGED CLAUSE · + AND − MARK ADDED AND REMOVED

5050When you make a trip reservation, we ask for your name and email address. Depending on the nature of the trip reservation, we may also ask for your home address, telephone number, payment information, date of birth, current location, whether you're traveling for work purposes, the names and dates of birth of the people traveling with you, and any preferences you may indicate (such as dietary or accessibility requirements). For reservations for flights and certain attractions, we may be required to collect additional information from you and your co-travelers, such as passport or national ID information. This may also be necessary for online check-in.
5151
5252When you contact us, we collect information from those interactions. This includes when you communicate with our customer service team or your trip provider via our platform, or when you reach out to us by phone or social media. The data collected through these channels includes your name and metadata. For telephone calls, this metadata includes details such as your location when calling, the date of the call, and its duration.
5353
5454Trip items you select to save and reviews. When you search our platform for possible trip reservations, you can select to save specific trip items in a list which we store for you. During or after your trip, we may also invite you to submit reviews that can inform others about your experiences on the trip. When you submit reviews on our platform, we collect the information you've included along with your first name or display name and avatar (if you choose one).
5555
56Account Information. If you create an account on our platform, we also store information you include and manage in your account. This can include personal settings, travel preferences, credit card information, uploaded photos, and your reviews. You can also choose to add details from one or more of your identification documents to your account so that you don't have to re-enter this information for future trip reservations.
56Account information. If you create an account on our platform, we also store information you include and manage in your account. This can include personal settings, travel preferences, credit card information, uploaded photos, and your reviews. You can also choose to add details from one or more of your identification documents to your account so that you don't have to re-enter this information for future trip reservations.
5757
58Identification Information. If you want a verified account badge in those jurisdictions where it is available, we may ask for a copy of your identification (a passport or ID card) and a "selfie" to help us confirm it is you.
58Identification information. If you want a verified account badge in those jurisdictions where it is available, we may ask for a copy of your identification (a passport or ID card) and a "selfie" to help us confirm it is you.
5959
6060Current location and mobile device details. There are other circumstances where you may provide us with personal data. For example, when you use our platform from your mobile device, you can decide to allow Booking.com to use your current location or grant us access to other details. This helps us to give you relevant suggestions, for example the nearest restaurants or attractions to your location, or make other recommendations.
6161
6262Personal data you give us about others
6363
6464You may be required to provide information about other travelers when you use our platform to make a trip reservation that involves travelers other than you. If you have a Booking.com for Business account, you can keep an address book in that account to make it easier to plan and manage business travel arrangements for others.
6666You're responsible for notifying others when you provide their information through our platform. Ensure they understand how Booking.com uses their personal data, as detailed in this privacy notice.
6767
6868Personal data we collect automatically
6969
7070We automatically collect certain information when you use our platform, whether or not you make a reservation. This includes:
7171
72- IP address
72- IP address (from which we derive your country or region)
7373- Usage dates and times
7474- Clicks and page views on our platform
7575- Referral information when you are redirected to our platform by a third party
76- Device details (OS, browser/app version, language settings)
76- Device details (operating system, browser/mobile app version, language settings)
7777- Mobile device identifier (when using our mobile apps)
7878- Mobile app operation (and performance), including crashes
7979
8080Personal data and information about you we receive from other sources
8181
8282We may also receive information about you from other sources. This may include one or more of the following:
8787- Other third-party companies such as marketing partners
8888
8989Information we receive from these parties may be used together with information you provide to us directly via our platform in order to provide you with services.
9090
9191We receive personal data about you from these parties in situations such as these:
9292
93- Our Strategic Partners. We offer our trip reservation services not only on our platform, but also through strategic partners. If you make a reservation using a partner's service that relies on Booking.com, the partner sends us your reservation details so that we can process and support your booking.
93- We offer our trip reservation services not only on our platform, but also through strategic partners. If you make a reservation using a partner's service that relies on Booking.com, the partner sends us your reservation details so that we can process and support your booking.
9494- Trip providers may share additional information with Booking.com. This includes details relating to support inquiries for pending reservations, disputes, significant complaints (including those concerning you), or other issues related to a trip reservation. In addition, we may gather information about you from public sources (such as media or social media). We may combine this with the information we already have if we deem it necessary to verify a complaint or investigate suspected misconduct involving you.
9595- We integrate with third-party payment service providers such as Adyen and Stripe to facilitate electronic payments between you, Booking.com, and trip providers. These service providers share payment information so we can administer and handle your trip reservation.
9696- In some cases, we link to other business partners who provide trip reservations that may not be available on our platform. If you select these, you are redirected to other business partners' websites where you can make a reservation. These partners may share certain personal data related to your specific reservation and your interactions on their websites or mobile apps with us in accordance with their privacy policies.
9797- Our platform includes communication services such as email and chat, allowing you to easily contact the booked trip provider. You may use these services to discuss specifics of your reservation such as available parking at the accommodation. We collect and process data from these communications. Note that we reserve the right, at our sole discretion, to block the delivery of communications that we believe might contain malicious content or spam, or pose a risk to you, trip providers, Booking.com, or others.
9898- We may also receive information on an aggregated basis from our social media and marketing partners. This helps us measure the effectiveness of advertising and marketing campaigns.
9999- When you link your Booking.com account to a social media account you control, you may trigger data exchanges between Booking.com and that social media provider. You can always unlink them in your Booking.com account settings.
102102[Back to top]()
103103
104104Purposes of collecting and processing your personal data
105105
106106We use your personal data for a number of purposes as outlined here:
107107
1081. Trip reservations
1081. Trip & payments management
109109
110 First and foremost, we process your personal data to complete and administer your trip reservation, which is essential to provide this service. This includes sending you communications that relate to your trip reservation, such as confirmations (including, where applicable, providing you with a proof of purchase and/or payment), modifications, and reminders. In some cases, this may also include processing your personal data to enable online check-in with the trip provider or processing personal data in relation to possible damage deposits.
110 First and foremost, we process your personal data to complete and administer your trip reservation and purchase of insurance products, and to process associated payments. This is essential to provide our service. This includes sending you communications that relate to your trip reservation, such as confirmations (including, where applicable, providing you with a proof of purchase and/or payment), modifications, and reminders. In some cases, this may also include processing your personal data to enable online check-in with the trip provider or processing personal data in relation to possible damage deposits.
111111
112112 - * *
113113
114 In addition to your contact details (e.g. email address, phone number), in order to provide you with services, we may also need reservation identifiers and dates to determine the duration of the reservation.
114 In addition to your name, home address, contact details (your email address and telephone number, for example), and payment information (your credit card information, for example), in order to provide you with services, we may also need date of birth, current location, whether you're traveling for work purposes, the names and dates of birth of the people traveling, and any preferences you may indicate (such as dietary or accessibility requirements). Some trips, such as flights, may require us to collect additional information such as passport or ID information, where such collection is required by trip providers to comply with relevant obligations.
115115
1162. Customer service
1162. Platform services & operations
117117
118 We provide our travelers with customer service in more than 40 languages, and we're here to help 24 hours a day, seven days a week. Sharing reservation information with our global customer service staff is essential to help you when you need us. This includes, for example, helping you to contact the right trip provider and responding to any questions you might have about your trip reservation.
118 We process your data to provide and maintain the infrastructure that enables you to interact with our platform. This acts as the backbone of our services, allowing you to create and manage your account, browse and search for offerings, communicate, and manage your travel plans seamlessly on our platform.
119119
120 - * *
120 As a user of our services, you can create an account for your use across our platform. With an account, you can manage your trip reservations, take advantage of special offers, and manage your personal settings. We offer helpful tools to organize your future travels. For example, we let you save properties to your wish lists, keep track of saved searches, and use our itinerary planning features.
121121
122 To do this, we use personal data such as your reservation details, including, for example, the price of your reservation as well as how and when you made the reservation.
123
1243. User accounts
125
126 As a user of our services, you can create an account for your use across our platform. With an account, you can manage your trip reservations, take advantage of special offers, make future trip reservations more easily, and manage your personal settings.
127
128 If you have an account, you may also qualify for certain Genius benefits, which will be calculated using personal data such as your account information, your country, and your past bookings.
129
130122 Managing personal settings gives you the ability to keep and share lists, share photos, easily see trip services you've searched for, and check travel-related information you've provided. You can also see any reviews you've written in connection with your trips.
131123
132124 With your account, you can also create a public profile under your own first name or with another name you choose. In some jurisdictions, we offer an account/guest verification program. It helps to create trust and assurance between partners and guests. In order to receive a verification badge on your account, we cross-check the data you give us with any historical data we may have about you as well as other publicly available data. If you log in to your Booking.com account and you want to create a Booking.com for Business account, we may use your name and email address to pre-fill the sign-up form.
133125
134126 If you're a Booking.com for Business account holder, you can also save contact details in that account, manage business reservations, and link other account holders to the same Booking.com for Business account.
135127
128 To provide accounts, we use personal data such as login credentials for accessing your account and information about when the account is used, for example in connection with reservations and payments.
129
136130 - * *
137131
138 To provide accounts, we use personal data such as login credentials for accessing your account and information about when the account is used; for example in connection with reservations and payments.
132 We process your personal data to provide and maintain the infrastructure that enables you to browse and search for offerings on our platform. This includes, for example, processing your search queries to deliver basic search results to you. We also use certain preferences and information, such as your preferred language settings and your search history, to provide you with a more seamless experience and to allow you to easily resume your travel planning.
139133
1404. Marketing activities
141
142 We use your information for marketing activities, including:
143
144134 - * *
145135
146 - To send you personalized marketing messages, including promotions, Genius-related benefits and other rewards, travel experiences, surveys, and other updates about Booking.com-related products and services. These can be via push notifications, SMS and other messaging applications, notifications in our app, or emails. You always have the option to unsubscribe from marketing messages. For example, you can unsubscribe from receiving email marketing communications at any time by selecting the "Unsubscribe" link included in each communication, or you can manage your preferences via your account settings.
136 Our platform includes communication services such as email and chat, allowing you to easily contact the trip provider. You may use these services to discuss specifics of your reservation such as available parking or check-in arrangements.
147137
148 For personalized marketing messages, we may also use your interactions with our platform, such as previous reservations and behavioral data, including data collected via cookies and similar tracking technologies.
138 To facilitate the communication services, we use personal data such as your name and metadata, including what you share in your interactions.
149139
150 - To show you personalized marketing, including promotions, Genius-related benefits and other rewards, travel experiences, surveys, and other updates about Booking.com products and services on the Booking.com website, mobile apps, or third-party websites and apps. For more information on personalized marketing, see the section [How we use artificial intelligence and make automated decisions](). These may be offers and recommendations we think you may find interesting that you can book directly on our platform, on sites operated with a strategic partner or on other third-party sites.
140 - * *
151141
152 For personalized marketing displays, we may also use your interaction with our platform, such as previous reservations and behavioral data, including data collected via cookies and similar tracking technologies.
142 During and after your trip, we might invite you or your traveling companion to submit a review. This invitation asks for information about the trip provider or the destination.
153143
154 - To contact you with information about insurance products that you didn't include in your reservation.
155 - To organize other promotional activities and, based on information already collected, we may invite you and other travelers to participate in such activities.
144 The reviews help to inform other travelers about the quality of the trip service you used, the destination you chose, the ground transportation, or any other experiences you choose to share without disclosing your identity. Reviews submitted by travelers are subject to our [Terms of Service](https://www.booking.com/content/terms.en-us.html) and to automated and other content moderation to verify that reviews conform with our [content standards and guidelines](https://www.booking.com/content-moderation-policy/overview-page.en-us.html). If a review you submit is not accepted in line with our content moderation standards, we may still process the rejected review, for example, for improving our services.
156145
146 To do this, we use personal data such as your first name or display name, review score, and any specific content or images you have included in your review. If you have a Booking.com account, you can choose to display a screen name next to your review, instead of your first name.
147
157148 - * *
158149
159 To do this, we use personal data such as your contact and account information, browsing data, location data and preferences, searches, and reservations you make from different devices.
160
1615. Communicating with you
162
163150 There may be times when we get in touch with you, including via email, chatbot, mail, phone call, push notification, platform notification, or text message. Which method we choose depends on the contact information you've previously shared.
164151
165152 We process personal data in communications you and other parties send to us. There may be a number of reasons for this, including:
166153
167 - * *
168
169 - Responding to and handling any support requests made by you or the trip provider you booked with. We offer travelers and trip providers various ways to exchange information via our platform, such as requests and comments about trip reservations made via Booking.com.
170 - If you have started but not finished a trip reservation, we might contact you to invite you to continue with your reservation. This convenience allows you to pick up the process where you left off without having to search for a trip provider or fill out your reservation details again.
171 - When you use our trip services, we might send you a survey or otherwise invite you to provide a review about your experience with us or the trip provider.
154 - Responding to and handling any support requests made by you or the trip provider you booked with. We offer travelers and trip providers various ways to exchange information on our platform, such as requests and comments about trip reservations made via Booking.com.
172155 - We send you other material related to your trip reservations, such as how to contact us if you need assistance while you're away and information that we feel might be useful to you to prepare for your trip and get the best experience.
173156 - Even if you don't have an upcoming trip, we may still need to send you other administrative messages, which could include security alerts.
174157 - We may send you a warning or other notice if a trip provider reports misconduct by you.
175158
159 To do this, we use personal data such as your first and last name, email address, and reservation details, including reservation IDs and chosen locations.
160
1613. Customer support & dispute resolution
162
163 We provide our travelers with customer service in more than 40 languages, and we're here to help 24 hours a day, 7 days a week. Sharing reservation information with our global customer service staff is essential to help you when you need us. This includes, for example, handling inquiries and complaints, mediating between you and your trip providers, providing post-booking support, and resolving any claims or disputes.
164
165 To do this, we use personal data such as your name, home address, contact details (your email address and telephone number, for example), verification details (such as PIN), and reservation details including, for example reservation ID, the price of your reservation, and how and when you made the reservation. To provide you with help, we may also process personal data you share with us during your interactions with customer service.
166
176167 - * *
177168
178 To do this, we use personal data such as your first and last name, email address, and reservation details, including reservation IDs and chosen locations.
169 When you make calls to our customer service team, we use an automated telephone number detection system to match the number you call from to the reservation you made. This saves time for you and our customer service staff. However, our customer service staff may still ask for additional identification to ensure it is you calling about the reservation.
179170
1806. Market research
171 Depending on your location, when you call our customer service team, we may use a digital assistant to understand the intent of your call and create a summary before routing you to a customer service agent. We may generate a call transcript of your interaction with the digital assistant, in which case it will be kept for a limited amount of time (30 days by default). Where possible, the digital assistant may also be able to provide you with a resolution directly.
181172
182 We sometimes invite our customers to participate in market research. Review the information that accompanies this kind of invitation to understand what personal data will be collected and how it's used.
173 When you call our customer service team, we may have one or more authorized persons listen to the call or record the call for training and quality control purposes. This quality control includes the usage of the recordings to handle possible complaints, legal claims, and indications of possible fraud attempts.
183174
1847. Improving our services
175 We do not record every call made to our customer service team. If a call is recorded, it is kept for a limited amount of time (30 days by default) in order to fulfill the objectives mentioned earlier. We then automatically delete the call recording unless we determine before then that it will be necessary to retain it for fraud investigation or legal purposes.
185176
186 We use personal data about travelers using our platform for analytical purposes, including for analyzing how you or travelers like you with similar interests use our platform, understanding customer sentiment and satisfaction, measuring our operating performance and improving trip services. We may process your user ID for the purpose of measuring the audience visiting our websites. We may use your personal data to develop and enhance our machine learning models and artificial intelligence systems. This is a necessary part of our ongoing commitment to make our services better and enhance our travelers' experience. For further details, see the section [How we use artificial intelligence and make automated decisions]().
1774. Safety, security & fraud prevention
187178
188 In addition to the statistics we generate regularly about our business, we use data to perform experiments (such as A/B tests) to try out and troubleshoot platform features. The main goal here is to get insights into how our services perform, how they are used, and ultimately how to optimize and customize our website and mobile apps, in an effort to make them easier and more meaningful to use. In order to achieve this purpose, we may combine personal data we collect from you during different visits to our platform or visits on different devices or different websites of ours, even when you are not logged in.
179 We continuously analyze and use certain personal data to prevent and detect online fraud attempts and other illegal or unwanted activities. This is necessary to maintain the integrity of our platform as a trustworthy environment as well as for the safety of all travelers.
189180
190 - * *
181 We use personal data for safety and security purposes, including when you report a safety concern, when others do so about you, or when we need to identify persons in connection with a user account or reservation. When we do this, we may have to stop or put certain reservations on hold until we finish our assessment. If we have concerns about serious misconduct, we may cancel your upcoming reservations or decline your future reservations via our platform.
191182
192 To do this, we use personal data such as:
183 In case of safety or security concerns, we may collect, analyze, and combine with other information we hold, and/or information from publicly available sources (such as media reports or social media platforms), to prevent or detect harm (including toward our staff or premises). We cannot prevent that some of that information may contain special categories of personal data.
193184
194 - Reservations made by travelers over specific periods of time or for specific products
195 - Communications between you and our trip providers, or between you and us (for example, for customer service purposes)
196 - The searches travelers made on our websites and apps
197 - The reviews travelers shared with us about their trip experience
185 In order to detect and prevent fraud and limit other abuse of our platform, we may use your personal data and analyze your behavior on our platform to assess the risk of a certain action or transaction you are attempting to make. For example, this may help us determine whether a bot is using our platform rather than a legitimate user, or to determine whether a user is making a fraudulent payment using a stolen credit card.
198186
199 Our recurring work for analytical purposes includes the use of solutions that pseudonymize personal data or process personal data in encrypted formats. As much as possible, we strive to use anonymized and de-identified personal data for this analytical work.
187 For these purposes, we use your contact information, other identifiers (such as IP addresses), reservation details including canceled reservations, reviews, account information, browsing data, location data, communications data, or other information that you or another person has provided to us, including images, video, or other media submitted on our platform.
200188
2018. Showing the pricing applicable to you
189 We use artificial intelligence to review activity on our platform for fraud and to detect any other forms of misconduct as described in the section [How we use artificial intelligence and make automated decisions]().
202190
203 When you search our websites or mobile apps, for example to find an accommodation, a rental car, or a flight, the pricing you see may depend on a number of factors, such as whether you are in the European Economic Area (EEA) or in another region or country outside of the EEA.
1915. Personalization, ranking & platform optimization
204192
205 To display the pricing applicable to you, we use personal data such as your IP address, the type of device you're using, and which site you came from.
193 We process your data to personalize your experience and make our platform easier to use. This helps us bring the most relevant options to your attention by adjusting what you see based on your interactions with us, including:
206194
2079. Customer reviews and other destination-related information
195 - We sort and display search results so that the choices that best fit your travel style are based on your browsing habits or past purchases.
196 - When you return to our platform, we make it simple to resume your travel planning. If you have an account on our platform, we link your browsing activity across different sessions and devices to give you a continuous experience.
197 - We adjust the layout and look of our platform to guarantee a smooth browsing experience. For example, we adjust the displayed content, layout, and language based on your preferred language and the specific type of device you are using.
198 - We make available website functionalities (some powered by generative AI) such as AI chat, AI memories, or smart filters that allow you to have a more controlled and personalized experience on our website. These features translate into customized searches or a personalized content display across our platform. For more information on how we use AI to personalize your experience, see the section [How we use artificial intelligence and make automated decisions]().
199 - We highlight additional options that can enhance your journey. This includes showcasing relevant travel-related products or services, such as insurance, ground transportation, or attractions, that complement your existing trip and travel preferences.
208200
209 During and after your trip, we might invite you or your traveling companion to submit a review. This invitation asks for information about the trip provider or the destination.
201 To do this, we use personal data such as search history, previous reservations, browsing data, behavioral data (data collected via cookies and similar tracking technologies, for example) and device details.
210202
211 The reviews help to inform other travelers about the quality of the trip service you used, the destination you chose, the ground transportation, or any other experiences you choose to share without disclosing your identity. Reviews submitted by travelers are subject to our Terms of Service and to automated and other content moderation to verify that reviews conform with our [Content standards and guidelines](https://www.booking.com/content-moderation-policy/overview-page.en-us.html). If a review you submit is not accepted in line with our content moderation standards, we may still process the rejected review, for example, for improving our services.
2036. Advertising, marketing & promotions
212204
213 If you have a Booking.com account, you can choose to display a screen name next to your review, instead of your first name.
205 We use your personal data for marketing and promotional activities, including:
214206
21510. Call monitoring
207 - To send you personalized marketing messages, including promotions, Genius-related benefits and other rewards, travel experiences, surveys, and other updates about Booking.com-related products and services. These can be through push notifications, SMS, and other messaging applications such as WhatsApp, notifications in our app, or emails. If you have started but not finished a trip reservation, we might contact you to invite you to continue with your reservation. You always have the option to unsubscribe from marketing messages. For example, you can unsubscribe from receiving email marketing communications at any time by selecting the "Unsubscribe" link included in each communication, or you can manage your preferences via your account settings.
216208
217 When you make calls to our customer service team, we use an automated telephone number detection system to match the number you call from to the reservation you made. This saves time for you and our customer service staff. However, our customer service staff may still ask for additional identification to ensure it is you calling about the reservation.
209 For personalized marketing messages, we may also use your interactions with our platform, such as previous reservations and behavioral data, including data collected through cookies and similar tracking technologies.
218210
219 When you call our customer service team, we may have one or more authorized persons listen to the call or record the call for training and quality control purposes. This quality control includes the usage of the recordings to handle possible complaints, legal claims, and indications of possible fraud attempts.
211 - To show you personalized marketing, including promotions, Genius-related benefits and other rewards, travel experiences, surveys, and other updates about Booking.com products and services on the Booking.com website, mobile apps, or third-party websites and apps. These may be offers and recommendations we think you may find interesting that you can book directly on our platform, on sites operated with a strategic partner, or on other third-party sites.
220212
221 We do not record every call made to our customer service team. If a call is recorded, it is kept for a limited amount of time (30 days by default). We then automatically delete the call recording unless we determine before then that it will be necessary to retain it for fraud investigation or legal purposes.
213 For personalized marketing displays, we may also use your interaction with our platform, such as previous reservations and behavioral data, including data collected through cookies and similar tracking technologies.
222214
22311. Promotion of a safe and trustworthy service and the prevention of fraud
215 - To highlight relevant protection products you might need for your journey. We may contact you with information about different available products that you didn't include when you initially made your reservation.
216 - To invite you to engage with us through campaigns, events, and other promotional activities. Based on information already collected, we may invite you and other travelers to participate in such activities.
217 - To manage customer reward initiatives, such as the Genius loyalty program and other reward benefits. For example, we use your past travel activity to automatically calculate your loyalty tier level, enroll you in rewards, and send you updates about your benefits.
224218
225 We continuously analyze and use certain personal data to prevent and detect online fraud attempts and other illegal or unwanted activities. This is necessary to maintain our platform as a trustworthy environment as well as for the safety of all travelers.
219 To do this, we use personal data such as your contact and account information, browsing data, location data and preferences, searches, and reservations you make from different devices and sessions.
226220
227 We use personal data for safety and security purposes, including when you report a safety concern, when others do so about you, or when we need to identify persons in connection with a user account or reservation. When we do this, we may have to stop or put certain reservations on hold until we finish our assessment. If we have concerns about serious misconduct, we may cancel your upcoming reservations or decline your future reservations via our platform.
221 For more information on personalized marketing, see the section [How we use artificial intelligence and make automated decisions]().
228222
229 In case of safety or security concerns, we may collect, analyze, and combine with other information we hold, and/or information from publicly available sources (such as media reports or social media platforms), to prevent or detect harm (including toward our staff or premises). We cannot prevent that some of that information may contain special categories of personal data.
2237. Analytics, insights & market research
230224
231 In order to detect and prevent fraud and limit other abuse of our platform, we may use your personal data and analyze your behavior on our platform to assess the risk of a certain action or transaction you are attempting to make. For example, this may help us determine whether a bot is using our platform rather than a legitimate user, or to determine whether a user is making a fraudulent payment using a stolen credit card.
225 We use personal data about travelers using our platform for analytical purposes, including to understand how groups of travelers with similar interests interact with our services. This includes measuring customer sentiment and satisfaction, evaluating our operating performance, and generating reports, metrics, and aggregate insights. We measure the volume and audience patterns of travelers visiting our platform.
232226
233 - * *
227 In addition to the statistics we generate regularly about our business, we use data to perform experiments (such as A/B tests) to try out and troubleshoot platform features. The main goal here is to get insights into how our services perform, how they are used, and ultimately how to optimize and customize our websites and mobile apps, in an effort to make them easier and more meaningful to use. In order to achieve this purpose, we may combine personal data we collect from you during different visits to our platform or visits on different devices or different websites of ours, even when you are not logged in.
234228
235 For these purposes, we use your contact information, other identifiers (such as IP addresses), reservation details including canceled reservations, reviews, account information, browsing data, location data, communications data, or other information that you or another person has provided to us, including images, video, or other media submitted on our platform.
229 To do this, we use personal data such as:
236230
237 We use artificial intelligence to review activity on our platform for fraud and to detect any other forms of misconduct as described in the section [How we use artificial intelligence and make automated decisions]().
231 - Reservations made by travelers over specific periods of time or for specific products
232 - Communications between you and our trip providers, or between you and us (for example, for customer service purposes)
233 - The searches travelers made on our websites and mobile apps
234 - The reviews travelers shared with us about their trip experience
235 - Device details and behavioral data gathered through cookies and other tracking technologies when travelers engage with our platform
238236
23912. Legal purposes
237 Our recurring work for analytical purposes includes the use of solutions that pseudonymize personal data or process personal data in encrypted formats. As much as possible, we strive to use anonymized and de-identified personal data for this analytical work.
240238
239 - * *
240
241 We sometimes invite our customers to participate in market research and surveys. Review the information that accompanies this kind of invitation to understand what personal data will be collected and how it's used.
242
2438. Training & optimizing AI models
244
245 We may use your personal data to develop and enhance our machine learning models and artificial intelligence systems. For further details, see the section [How we use artificial intelligence and make automated decisions]().
246
2479. Finance, tax & reporting
248
249 We process your personal data to allow us to manage our financial operations, including maintaining our general accounting, settling payments with trip providers, and meeting our legal financial reporting, tax obligations, and mandatory disclosures to regulatory bodies. For example, we use transaction details from completed trips to prepare our annual financial statements.
250
25110. Legal, regulatory & corporate compliance
252
253 We use your personal data to run our business responsibly, defend our legal position and fulfill our duties under global laws. This includes handling corporate governance, managing formal disputes, and complying with binding regulatory requirements.
254
241255 In certain cases, we may need to reuse your information to:
242256
243257 - Handle and resolve legal claims and disputes
244258 - Address possible regulatory investigations
245 - Enforce our reservation Terms of Service
259 - Defend our legal rights and interests as established in the [Terms of Service](https://www.booking.com/content/terms.en-us.html) in formal legal proceedings
260 - Manage individual requests, including data subject requests
246261 - Comply with lawful requests from law enforcement
247 - Comply with laws and regulations that apply to Booking.com
262 - Comply with laws and regulations that apply to our platform
263 - Conduct corporate governance and business audits
248264
249 For example, we may be required to process your reservation history, the details of one or more of these reservations and associated payment information.
265 For example, we may be required to process your identity and verification information, reservation history, the details of one or more of these reservations, and associated payment information.
250266
251267Legal bases for personal data processing
252268
253To process your personal data as previously described, Booking.com relies on several legal bases in applicable privacy regulations. This is summarized as follows:
269To process your personal data as previously described, Booking.com relies on several legal bases in applicable privacy regulations. The legal bases we rely on and the purposes to which they predominantly apply are summarized as follows:
254270
255271|
256272Purpose of personal data processing
257273
258274 |
259275
260276Legal basis and comments
261277
262278 |
263279| --- | --- |
264| A. Trip reservations
280| A. Trip & payments management
265281
266B. Customer service
282B. Platform services & operations
267283
284C. Customer support & dispute resolution
285
268286 | Here Booking.com relies on the legal basis that the processing of personal data is necessary for the performance of a contract involving you, specifically to finalize and administer your trip reservation.
269287
270288If the required personal data isn't provided, Booking.com can't finalize the trip reservation with the trip provider, nor can we provide customer service to you about it.
271289
272290 |
273|
291| B. Platform services & operations (where not required for the performance of a contract with you)
274292
275C. User accounts
293C. Customer support & dispute resolution (where not related to active reservations)
276294
277D. Marketing activities
295D. Safety, security & fraud prevention
278296
279E. Communicating with you
297E. Personalization, ranking & platform optimization
280298
281F. Market research
299F. Advertising, marketing & promotions
282300
283G. Improving our services
301G. Analytics, insights & research
284302
285H. Showing the pricing applicable to you
303H. Training & optimizing AI models
286304
287I. Customer reviews and other destination-related information
305I. Finance, tax & reporting
288306
289J. Call monitoring
307J. Legal, regulatory & corporate compliance
290308
291K. Promotion of safe and trustworthy service and prevention of fraud
309 | Unless provided otherwise in this overview, collecting and processing of your personal data for these purposes is based on the legitimate interests of Booking.com or a third party.
292310
293 | Unless provided otherwise in this overview, collecting and processing of your personal data for these purposes is based on the legitimate interests of Booking.com or a third party. Before we process personal data to serve the legitimate interests of Booking.com or a third party, Booking.com balances your rights and interests in the protection of personal data with the rights and interests of Booking.com or those of the third party.
311Before we process personal data to serve the legitimate interests of Booking.com or a third party, Booking.com balances your rights and interests in the protection of personal data with the rights and interests of Booking.com or those of the third party.
294312
295313The legitimate interests include, for example, under certain circumstances using AI systems to avoid financial harm from online fraud, maintain the safety of our platform, customers, and trip providers and staff, share people's experiences with prospective travelers and keep people informed about offers we think might be of interest, reduce our operating costs, improve the efficiency and quality of our data processing models and privacy-enhancing technologies, and provide better products to our customers.
296314
297In the unlikely event Booking.com would process special categories of personal data in the context of purpose K, we rely, where applicable, on the fact that processing relates to personal data which are manifestly made public by the individual or other legal bases as may be assessed at the time.
315In the unlikely event Booking.com would process special categories of personal data in the context of purpose D, we rely, where applicable, on the fact that processing relates to personal data which are manifestly made public by the individual or other legal bases as may be assessed at the time.
298316
299317 |
300| L. Legal purposes | Booking.com also relies, where applicable, on compliance with legal obligations (e.g. lawful law enforcement requests). |
301| All purpose categories | Finally, where needed under applicable law, Booking.com will obtain your consent prior to processing your personal data, including for direct marketing purposes, for use of AI Systems or technology or where otherwise required by law. |
318| D. Safety, security & fraud prevention (where we have a legal obligation to do so)
302319
320I. Finance, tax & reporting (where we have a legal obligation to do so)
321
322J. Legal, regulatory & corporate compliance (where we have a legal obligation to do so)
323
324 | Booking.com also relies, where applicable, on compliance with legal obligations (e.g. lawful law enforcement requests). |
325| All purpose categories | Finally, where needed under applicable law, Booking.com will obtain your consent prior to processing your personal data, including for direct marketing purposes, for use of AI systems or technology, or where otherwise required by law. |
326
303327Our use of AI systems is aligned with data protection laws. The specific legal basis for using AI generally aligns with the overall purpose of data processing outlined in this section.
304328
305If you wish to object to the processing set out under C to K and the use of AI systems, and no opt-out mechanism is available to you directly (for example, in your account settings), contact us as described in the section [Your rights]().
329If you wish to object to the processing where we rely on legitimate interest and the use of AI systems and no opt-out mechanism is available to you directly (for example, in your account settings), contact us as described in the section [Your rights]().
306330
307331[Back to top]()
308332
309How we share personal data within Booking.com
333Why we share personal data within Booking.com
310334
311335To support the use of Booking.com services, your details may be shared within Booking.com group entities and the other Booking Holdings Inc. companies described in the section on [Our company]().
312336
313337Why we share personal data within the Booking Holdings Inc. group (BHI)
314338
315339We may receive personal data about you from other companies in the BHI group (e.g. Agoda or OpenTable), or share your personal data with them, for the following purposes:
3203444. To provide personalized offers or send you marketing communications where permitted
3213455. For hosting, technical support, overall maintenance, and maintaining security of such shared data
3223466. To ensure compliance with applicable laws
323347
324348As applicable and unless indicated otherwise, for purposes A to F, we rely on our legitimate interests to share and receive personal data. For purpose G, we rely, where applicable, on compliance with legal obligations (e.g. lawful law enforcement requests). We also ensure that data flows between companies in the BHI group comply with applicable law, including obtaining your consent where needed prior to sharing your personal data with other BHI companies.
325349
326How we share personal data with third parties
350Why we share personal data with third parties
327351
328352In certain circumstances, we'll share your personal data with third parties. These third parties include:
329353
330354The trip provider you booked with
331355
332356In order to complete your trip reservation, we need to transfer relevant reservation details to the trip provider you have chosen.
349373Trip providers will further process your personal data outside of the control of Booking.com to prepare for arriving and departing guests, for example. Trip providers may also ask for additional personal data, for instance to provide additional services and to comply with local requirements and restrictions. If available, read the privacy notice of the trip provider to understand how they process your personal data.
350374
351375Strategic partners
352376
353377We work with many strategic partners around the world. These strategic partners distribute and advertise Booking.com services, including the services and products of our trip providers. Depending on the strategic partner, you may make your trip reservation through:
354378
355- Our website that is operated in partnership with a strategic partner; or
379- One of our websites that is operated in partnership with a strategic partner; or
356380- Strategic partners' websites or mobile apps.
357381
358382For the former, the strategic partners will receive certain personal data related to your specific reservation and your interactions on these websites. This is for the legitimate interest of Booking.com or our strategic partners.
359383
360384For the latter, certain personal data that you give them, such as your name and email address, your address, payment details, and other relevant information, will be forwarded to us to finalize and manage your trip reservation. With these strategic partners, we may act as joint controllers for processing of specific personal data. When we do act as joint controllers, you will be informed, including to which joint controller to address your specific request to exercise rights. We may collaborate with our joint controllers to ensure an adequate response to your request.
361385