Booking.com Guest Phone Numbers: What Changes for Hosts from 28 September 2026
From 28 September 2026, Booking.com will stop sending guest phone numbers to connectivity providers such as channel managers and property management systems. The change applies worldwide and is designed to protect travellers from phishing messages.
Your bookings will keep flowing into Smoobu exactly as before, just without the phone number field. Since the change is all about fraud prevention, it is also a good moment to revisit our guide to Booking.com scams and how hosts can protect themselves.
Key Takeaways For Growth-Minded Hosts:
- Nothing breaks: Reservations, rates, availability and guest names still sync normally, so there is nothing to switch on or off.
- Numbers stay accessible: You can still see each guest's phone number in the Booking.com Extranet and the Pulse app whenever you need it.
- Safer guests: Fewer places storing phone numbers means fewer chances for scammers to reach your guests on WhatsApp or SMS.
What Booking.com Is Changing and Why
Booking.com has seen a rise in fraudulent WhatsApp and SMS messages sent to travellers. These messages often include real reservation details and push guests to transfer money urgently to "keep" their booking.
Without a phone number, fraudsters cannot target guests through these channels. By reducing the number of systems that hold this data, Booking.com limits how far it can spread. This is an intentional security measure, not a technical fault.
The change affects every property that connects to Booking.com through a connectivity provider, so it is not specific to any one software. If you manage your listing directly in the Extranet without a connected tool, nothing changes for you.
| Booking situation | What happens from 28 September 2026 |
|---|---|
| New reservations | Arrive without the guest's phone number |
| Reservations received before the change | Phone numbers already stored stay where they are |
| Older reservations modified after the change | Updates arrive without the phone number |
| Rates, availability, dates and guest names | No change, everything keeps syncing |
What It Means for Your Smoobu Account
The short answer: your Booking.com connection keeps working. A missing phone number does not cause a failed or rejected reservation, and all other booking details continue to reach your calendar in real time.
The Smoobu Channel Manager keeps availability and rates in sync across Booking.com, Airbnb and your other channels. The only difference is that new Booking.com reservations will show no phone number in the guest details.
Because the phone number is no longer shared with any connectivity provider, no tool can retrieve it automatically through the Booking.com connection. There is also no setting to enable, as the change applies to every connected account at the same time.
Smoobu Pro Tip: Check any routine that depends on a guest's phone number, such as sending door codes by SMS or adding guests to WhatsApp. Switch these steps to the platform messaging channel so they keep working for new Booking.com reservations.
How to Find a Guest's Phone Number When You Need It
Booking.com still gives you the number, just in its own tools. In the Extranet, open the Reservations tab, find the reservation number and click Show phone number in the Reservation details section.
On the go, the Pulse app works the same way. Open the Bookings tab, select the reservation and view the guest's number there.
If you need the number in Smoobu, for example for a smart lock or a registration form, copy it from the Extranet and add it to the booking by hand. Do this only when you truly need it, and handle it like any other guest data.
Keep Guest Communication Running Smoothly
For most hosts, the phone number was a backup rather than the main channel. Booking.com messaging and the masked guest email address both continue to work as before.
With Smoobu automated guest communication tools, your Booking.com messages land in one central inbox next to your other channels. Scheduled welcome messages, check-in instructions and reminders keep going out automatically, with no phone number required.
A Smoobu digital guest guide gives guests directions, access details and house rules through a single link. It reduces the number of situations where you need to call a guest at all.
Smoobu Pro Tip: Remind guests in your welcome message that you will never ask for payment by WhatsApp or SMS. It is a simple line that helps them spot a scam instantly and protects your reviews.
Booking.com also recommends a few security habits for every partner:
- Turn on two-factor authentication for every service that supports it.
- Enable the messaging AllowList in the Extranet so fraudulent links are blocked automatically.
- Use a unique, strong password for your email, channel manager and other connected tools.
- Watch for unexpected changes to bank details, contact details, rates or message templates.
- Brief your team never to share login details, even with someone claiming to be from Booking.com.
Frequently Asked Questions
Want to make the most of your Booking.com listing beyond this change? Read our guide to how the Booking.com algorithm ranks properties.
From 28 September 2026, Booking.com no longer sends guest phone numbers to channel managers and property management systems. It is a security measure against phishing, not an error, and all other reservation details still sync normally.
No. Booking.com has stopped sharing the phone number with every connectivity provider, so it cannot be retrieved through the connection. You can still view it in the Booking.com Extranet or the Pulse app.
No. Phone numbers already received before the change stay in your records. However, if an older reservation is modified after 28 September 2026, the update will arrive without the phone number.
No. The change applies to all connected accounts automatically, and your Booking.com reservations keep syncing as before. It is worth reviewing any routine that relies on a guest's phone number, such as sending door codes by SMS.
Use Booking.com messaging or the masked guest email address, both of which keep working. With Smoobu, your Booking.com messages arrive in one central inbox, and the phone number remains available in the Extranet if you need to call.
Summary: Stay Connected and Keep Guests Safe with Smoobu
Booking.com's change removes guest phone numbers from connected tools to protect travellers from scams, while everything else keeps syncing. With Smoobu, your calendar, rates and guest messages keep running smoothly, and the number stays one click away in the Extranet.
Ready to manage every channel and guest conversation from one place? Start your 14-day free trial of Smoobu today.
