Booking.com stops passing on phone numbers — what does this mean for your hotel?
From Monday, September 28, 2026, Booking.com will no longer pass on guest phone numbers to linked systems such as PMSs and channel managers. The number will only remain available in Booking.com's own Extranet. The reason: an increase in fraudulent WhatsApp and SMS messages where real booking data is being misused.
What exactly changes?
For hotels, this means the following in practice:
- Booking.com guests are no longer reachable via SMS or WhatsApp by external parties
- Email continues to work as usual
- If a booking lacks a phone number, the guest will receive the necessary information and keys as always via email
How does GuestCompass solve this?
Because GuestCompass works with its own platform and software, we are not dependent on the data streams of a single party. In changes like these, we can quickly adapt — without your guest communication being interrupted.
For SMS and WhatsApp, GuestCompass will now directly request the mobile number from the guest via email. The guest fills this in before arrival via a secure environment, fully in the name and style of your hotel. This way, this communication also remains possible, without the intervention of Booking.com.
Safety as a foundation
For 12 years, GuestCompass has presented the platform in the name, color, and style of our customers — recognizable to the guest, trusted from the start. Especially now that recognizability is essential to prevent fraud, it is not a side issue but the core of what we do.
All data is stored on servers within the European Union. Connections are encrypted, and access to data is strictly limited.
Do you have questions about what this change means for your hotel?
Contact us at support@guestcompass.nl or call us at +31 (0)85-210 0999.
