---
title: "Booking.com stops sharing guest phone numbers with your PMS on 28 September 2026. What changes for hosts"
description: "From 28 September 2026 Booking.com no longer passes the guest's phone number to property management systems and channel managers. The number stays visible in the Extranet and the Pulse app. Who is affected, why Booking is doing it, and how to keep talking to guests when WhatsApp is off the table."
url: https://supalobby.com/en/blog/booking-com-guest-phone-numbers-28-september-2026
language: en
published: 2026-09-26
updated: 2026-09-26
author: Bartosz Wilczyński
translation: https://supalobby.com/blog/booking-com-numery-telefonow-gosci-28-wrzesnia-2026
---

# Booking.com stops sharing guest phone numbers with your PMS on 28 September 2026. What changes for hosts

From 28 September 2026 Booking.com no longer passes the guest's phone number to property management systems and channel managers. The number stays visible in the Extranet and the Pulse app. Who is affected, why Booking is doing it, and how to keep talking to guests when WhatsApp is off the table.

From 28 September 2026 Booking.com **stops passing guest phone numbers to property management systems, channel managers and every other connected tool**, worldwide. A host who works in the Extranet or the Pulse app will not notice: the number is still there. A host with a PMS loses the number inside their system and talks to the guest through the Booking.com message thread instead.

Here is what changes and for whom, why Booking is doing it, what keeps working, and five things to do this week if calling or WhatsApping Booking.com guests has been part of your routine.

## What exactly changes

| Who | Until 27 September | From 28 September |
|---|---|---|
| Host with no PMS, working in the Extranet and Pulse | number in the reservation details | no change: number in the reservation details behind „Show phone number”, for users with permission to view guest contact details |
| Host with a PMS or channel manager | number arrived in the system with the booking | number does not arrive; the field may show a Booking.com customer-service number; the real number is still in the Extranet and Pulse |
| Messaging tools connected through a connectivity provider | could text or WhatsApp the guest's number | messaging only through Booking.com's own thread, in the partner's inbox or via the Messaging API |

Booking.com states it in the „Contacting guests” article of the Partner Hub: connectivity providers can no longer access phone numbers because Booking no longer shares them; the number is available in the Extranet and in Pulse. NextPax, one of the connectivity providers, confirms the 28 September date and the worldwide scope, and adds that a Booking.com customer-service number may appear in the phone field for a while.

This is the second step. According to IdoBooking, a Polish PMS, from 13 May 2026 the number already stopped reaching the PMS for bookings made more than 14 days before arrival and for new, unverified properties, and appeared in the Extranet only 14 days before check-in. We could not find that 14-day rule on Booking.com's own pages, so treat it as a vendor's account rather than a documented rule.

## Why Booking is doing it

Fraud. Booking sees more and more messages to guests sent over WhatsApp and SMS, with real reservation details, demanding an urgent payment „to keep the booking”. Without a number the scammer cannot reach the guest outside Booking. Guest e-mail addresses have been masked for years; phone numbers now get the same treatment for systems that used to receive them automatically.

For an honest host this is the cost of other people's scams. The logic holds, though: the fewer systems hold the number, the fewer places it can leak from.

## What still works

- **The Extranet and Pulse show the number.** In the reservation details, behind „Show phone number”. Check that your user and your team's users have the permission to view guest contact details; without it the button is not there.
- **The Booking.com message thread.** Templates with placeholders, a scheduler (on booking, a week, three days and one day before arrival, on arrival day, the day before departure), automatic replies to common topics, and „Help me reply”, an AI-written suggestion. All in the Extranet and Pulse, at no extra cost. Booking says over 30 percent of partner responses are already automatic replies.
- **Messaging through a connectivity provider.** If your PMS or inbox has Booking.com Messaging, it keeps sending and receiving in the thread, just without a phone number next to it.

## Five things to do this week

1. **Move first contact into the Booking.com thread.** Confirmation, directions, check-in time, door code: all as scheduled templates. The guest gets them in the Booking app they already have open.
2. **Collect an arrival-day number in the thread.** One line in the pre-arrival message: „If you would like us to be able to call you on arrival day, reply with a phone number.” The guest decides. Do not ask for a number in order to offer a booking outside Booking; that breaks the partner terms.
3. **If you run a PMS, check what sits in the phone field.** For a few weeks it may be Booking's customer-service number. Automatic texts like „welcome, here is your code” would then go to a call centre. Switch them off for Booking.com reservations or move them into the thread.
4. **Watch your reply score** (how the reply score works). Booking counts the share of messages from the last 30 days answered within 24 hours and shows the score after your first ten messages. Mark messages that need no reply as such within 24 hours, or they count against you.
5. **Change the team's habit.** If the first thing after a booking used to be a call or a WhatsApp, the first thing is now a message in the thread. WhatsApp comes in once the guest offers a number.

## What it means for WhatsApp-first hosts

Many small properties handle Booking.com guests by phone and WhatsApp: faster, more personal, voice notes and all. For those working in the Extranet nothing changes beyond one extra click. For those who had the number in a PMS with automatic texting, that path closes for new reservations.

The Booking.com thread becomes the main channel, and how fast you answer there becomes visible: in the reply score, in reviews, and in whether the guest had the door code before reaching the building. It is a good moment to treat that thread with the same speed as WhatsApp, rather than once a day after logging into the Extranet.

## How Supalobby handles it

Supalobby does not need the guest's phone number from Booking.com. Booking.com messages land in the inbox through notifications and Booking's e-mail relay, and replies go back into the thread the guest sees in their app. The agent answers there exactly as it does on WhatsApp: directions, parking, check-in time, the door code, in the guest's language, within seconds. When a guest offers a number, the conversation can continue on WhatsApp and stays in the same guest thread in the inbox.

So the 28 September change breaks nothing and simplifies one thing: there is no longer a temptation to handle Booking.com guests outside Booking. Replies go where Booking counts them.

## Frequently asked questions

**Will I still see the guest's phone number after 28 September?**

Yes, but only in the Extranet and in the Pulse app, in the reservation details behind the „Show phone number” button, and only if your user has permission to view guest contact details. Your PMS, channel manager and any other connected tool will no longer receive it.

**Can I ask the guest for their phone number?**

Yes, in the Booking.com message thread, and the guest decides whether to give it. Contact on arrival day is a reasonable reason. Asking for a number in order to move the booking off Booking.com breaks the partner terms.

**Does this affect Airbnb or Vrbo?**

No. This is a Booking.com decision and applies to Booking.com reservations only.

**What about reservations made before 28 September?**

Booking.com does not spell this out. Numbers that already reached your system stay there. For new reservations, assume the number exists only in the Extranet and in Pulse.

**Did Booking add anything in return?**

The messaging tools. The Extranet and Pulse have templates, a scheduler, automatic replies to common topics and an AI „Help me reply” suggestion. In October 2025 Booking announced Smart Messenger and Auto-Reply. Booking says over 30 percent of partner responses are already automatic replies.


## Sources

- [Booking.com Partner Hub, Contacting guests (phone numbers and connectivity providers)](https://partner.booking.com/en-us/help/reservations/contact-extranet/contacting-guests) (2026-09-24)
- [NextPax, Keeping travellers safe and hosts connected, Booking.com's phone number change](https://nextpax.com/resources/keeping-travellers-safe-and-hosts-connected-nextpax-on-booking.coms-phone-number-change) (2026-09-23)
- [Smily (BookingSync) changelog, guest phone numbers no longer shared with your PMS from September 28](https://changelog.bookingsync.com/announcement-booking-com-guest-phone-numbers-will-no-longer-be-shared-with-your-pms-from-september-28-346928) (2026-09-26)
- [IdoBooking, Booking.com changes how guest phone numbers are shared (the 13 May 2026 phase, Polish)](https://app.idobooking.com/pl/blog/booking-com-zmienia-zasady-udostepniania-numerow-telefonow-gosci-co-musisz-wiedziec-przed-13-maja-1235328783) (2026-05-11)
- [Booking.com Partner Hub, setting up templates, automatic replies and message notifications](https://partner.booking.com/en-gb/help/reservations/contact-extranet/setting-templates-automatic-replies-and-message-notifications) (2026-09-21)
- [Booking.com Partner Hub, Messaging tools (over 30 percent of responses are automatic replies)](https://partner.booking.com/en-gb/solutions/messaging-tools) (2026-09-26)
- [Hospitable, Booking.com Messages (reply score definition as published by Booking.com; Booking's own reply-score page has moved)](https://hospitable.com/booking-com-messages) (2026-09-26)
- [Booking.com newsroom, Smart Messenger and Auto-Reply announcement](https://news.booking.com/bookingcom-debuts-agentic-ai-innovations-adding-to-its-robust-suite-of-genai-tools-for-customers/) (2025-10-09)