Contacting Booking as a property: extranet inbox, Pulse app, phone and how not to fall for fake support

Short answer: if you are the property, you write to Booking from the extranet inbox (Inbox menu → Booking.com messages) or from the Pulse app. For urgent matters, Booking recommends calling, but it does not publish a general phone number: the numbers for property support appear when you log in with your extranet username. Booking has no support email address. Any "Booking" phone number you find in a search engine, a PDF or a forum should be treated as suspicious.

How do I write to Booking from the extranet?

It is the channel Booking recommends for non-urgent and administrative matters (invoices, payments, property details). Booking says it tries to reply within two days, although it sometimes takes longer (October 2026). The steps:

1. Log in to the extranet (type https://admin.booking.com/ into the browser yourself).
2. Go to Inbox and click Booking.com messages.
3. Go to Contact us or Can't find what you need?
4. Click See contact options or Send a new message.
5. Choose the topic and subtopic, write the message and click Send message.

To get a quicker reply, describe the problem in as much detail as possible and say what you have already tried. If you have several properties in a group account, each one has its own inbox: you access it from the Group homepage. If you have not yet finished registering the property, the inbox may not be available (how the extranet works).

Which topic do I choose?

Choosing the right topic gets the message to the right team:

And from a mobile phone?

With the Pulse app: log in, tap More and then Help, tap the envelope icon, choose topic and subtopic, tap Message and Send message. If no topic fits, choose any and look for Still need help? See all contact options.

Is there a Booking phone number for properties?

Yes, but Booking does not publish it openly. In its partner help it says literally that you have to log in with your extranet credentials to see its full list of contact numbers. That is the only reliable place to get the number. On its own safety page for travellers, Booking insists that it should only be contacted through the official channels listed on its website and apps.

Why should I not call the number that comes up on Google?

Because it is the easiest way to end up talking to a scammer. In May 2026 INCIBE (Spain's National Cybersecurity Institute) reported the case of a user who, to cancel a booking, called the first "Booking" number she found online: she was asked to install an application and open a link. Only when she called the official number shown in her booking did she confirm it was a scam. INCIBE recommends looking for contact details on official websites and being wary of the first search results.

Booking, in its guide on social engineering for properties, makes three things clear (October 2026):

• It will never ask you to install software or to give remote access to your computer.
• It will never ask for your username, your password or the two-factor verification code.
• Its property support staff will only ask for your property ID; never your password or financial details such as a card number.

If someone "from Booking" calls you, hang up and call the number you see in the extranet yourself.

How do I recognise a genuine Booking email?

Booking gives these clues for properties:

• The real sender (not the display name, but the address between < >) must end in "booking.com", whatever the subdomain. Booking gives as examples of legitimate addresses no-reply@partners.booking.com, noreply-payments@booking.com or noshow@booking.com. Something like support@booking-103266.com is not from Booking.
• Links must lead to an address ending in ".booking.com". Hover the mouse over them (or press and hold on a mobile) before opening them.
• Urgency is suspicious: threats to suspend your extranet account or urgent warnings about your financial situation. Booking says it will never make an urgent request without prior communication; if in doubt, do nothing and ask through the extranet inbox.
• Spelling mistakes or a mix of languages in the same email.

The safest thing: bookmark https://admin.booking.com/, always log in from there and never log in from a link in an email.

What are those impersonating Booking after?

Getting into your extranet. That is where your guests' names, phone numbers and payment details are. With your account, the scammer writes to your guests from the official chat and asks them to "pay again" through a fake link. That is why, if Booking detects suspicious activity on your account, it disables links in the messages you send to guests. Switch on two-factor verification in your account settings: even if your password is stolen, a code sent to your mobile will be needed.

What do I do if I have fallen for it?

1. Change your email password first and then your Booking one (at admin.booking.com, "Having trouble signing in?").
2. Run an antivirus scan on your computer or mobile.
3. Tell Booking within 24 hours through the "Report a security issue" form on the Partner Hub, with a copy of the suspicious email (downloaded as .eml or .msg).
4. Check the extranet: contact details, bank account, rates, availability, promotions, users and message templates.
5. If money or data has been taken from you, keep the evidence and report it to the police. INCIBE's free 017 helpline is open every day from 8:00 to 23:00.

And if I want to complain to Booking?

Formal complaints go through Booking's dispute resolution centre (you choose "Partner", the topic and describe the problem). Booking confirms receipt through the inbox or by email and informs you of the outcome. If you disagree, in the European Economic Area you can turn to the mediation Booking offers properties. Technical faults on the platform are reported from the inbox (topic "Account", subtopic "Other") or from Pulse.

What does a manager do with this?

They talk to Booking every week from the property's extranet, with the right topic chosen, and use no phone number other than the one shown inside the account. They also make sure nobody gets into the extranet without permission and that messages to guests always go through the official channel. If you get a strange email "from Booking" about your flat, forward it to them before touching anything.