Overview
From 28 September 2026, Booking.com no longer shares guest phone numbers with channel managers and PMS, including Amenitiz. New Booking.com reservations arrive in Amenitiz without a phone number. Everything else in the reservation stays the same.
This is a Booking.com decision to protect guests from fraudulent WhatsApp and SMS messages. It applies to all connectivity providers worldwide.
It is not a bug or an outage.
You can still find the number in your Booking.com Extranet or the Pulse app, add it to the reservation in Amenitiz, or contact the guest through Booking.com messaging.
Before you start
Only reservations made from 28 September 2026 arrive without a phone number.
To see a guest's phone number in the Extranet, your Booking.com user needs permission to manage reservations and view guest contact details.
Enter phone numbers with the country code, for example +44 612 345 678. Without it, the Message guest button stays greyed out.
Find the guest's phone number in Booking.com
Log in to your Booking.com Extranet.
Go to the Reservations tab.
Search for the reservation number and open the reservation.
In Reservation details, click Show phone number.
In the Booking.com Pulse app, open the reservation from the Bookings tab to see the phone number in the same way.
Add the phone number to the reservation in Amenitiz
Open the reservation in Amenitiz and go to the
Customertab.In
Booker information, clickEdit.Enter the number in the
Phonefield, with the country code.Click
Save.
💡 Tip
Once the phone number is saved, Message guest opens a WhatsApp conversation with the guest. See how to contact guests through WhatsApp.
Contact the guest without a phone number
You don't need the phone number to reach a Booking.com guest:
Booking.com messaging: reply to the guest from Amenitiz. See how to communicate with your Booking.com guests in the Amenitiz inbox.
Masked email address: Booking.com continues to share an email address ending in @guest.booking.com. Emails sent to it reach the guest.
Automated messages: your automated messages to Booking.com guests are sent through Booking.com messaging and are not affected. Automated WhatsApp messages need a phone number.
Important rules
📌 Note
Phone numbers already saved on a reservation stay there, including numbers you add yourself. A modification from Booking.com does not remove them.
💡 Protect your accounts
Activate two-factor authentication on Booking.com, your email and every other service that offers it.
Activate the messaging AllowList in your Extranet so fraudulent links are blocked. If you activate it, add the links you send to guests, for example your online check-in link. Otherwise Booking.com removes them.
Use a different, strong password for each service, and change it if you notice anything unusual.
Report suspicious activity to Booking.com at report.booking.com.
FAQs
Why doesn't Amenitiz receive the guest's phone number anymore?
Why doesn't Amenitiz receive the guest's phone number anymore?
Booking.com has stopped sharing guest phone numbers with all connectivity providers worldwide, to protect guests from fraudulent WhatsApp and SMS messages. It applies to every channel manager and PMS, not only Amenitiz. Booking.com has informed properties by email.
Can Amenitiz get the phone number back?
Can Amenitiz get the phone number back?
Not at the moment. Booking.com describes this as an intentional change, not a bug or an outage. We are in contact with Booking.com and will update this article if they offer a secure way to share phone numbers again.
Are my existing reservations affected?
Are my existing reservations affected?
Booking.com only stops sending the phone number for new reservations made from 28 September 2026.
Why is the Message guest button greyed out?
Why is the Message guest button greyed out?
The reservation has no phone number. Add it by following the steps above, or contact the guest through Booking.com messaging.
Can I ask the guest for their phone number?
Can I ask the guest for their phone number?
Yes. Ask through Booking.com messaging and explain why you need it, for example to coordinate a late arrival. Never ask for card details or a payment in the same message.
Are my other channels affected?
Are my other channels affected?
This change only concerns Booking.com. Reservations from your website and reservations you create in Amenitiz keep the phone number the guest gives you. Each channel decides which guest details it shares.
A guest received a suspicious message about their reservation. What should I do?
A guest received a suspicious message about their reservation. What should I do?
Ask the guest not to click any link or share card details, and to contact Booking.com Customer Service, available 24/7 through the Help Centre in their booking confirmation or the Booking.com app. You can also report it to Booking.com at report.booking.com.