Booking.com and the Mysterious Redaction of Guest Phone Numbers in the Extranet

A recent change from Booking.com has interrupted the flow of guest phone numbers to our property management system (PMS), Preno. Since late September, Booking.com stopped forwarding guest phone numbers, citing official policy against phishing as the rationale. While the rationale is understandable, the outcome is still frustrating for teams that rely on direct guest contact.

What’s puzzling is that the extranet itself appears to redact numbers for non-primary accounts. In our tests, clicking the “Show phone number” option yields different results depending on the account type, even for the same booking and the same page:

• Primary account user (contract signer): the guest mobile number is visible
• Staff account with Reservations, access to guest contact details, and even full Admin privileges: the number appears as -Redacted-

This inconsistency raises questions about how guest contact details are being restricted within the Booking.com extranet. It also means that internal teams with elevated permissions may not have consistent access to the same information, potentially impacting timely guest communications and issue resolution.

If you’re experiencing the same behavior, you’re not alone. Here are a few considerations and potential steps:

• Verify policy statements: Double-check Booking.com’s official communications regarding phone number sharing and any changes to anti-phishing measures.
• Test with multiple roles: Repeat the test across different user roles to map exactly where redaction occurs.
• Coordinate with your PMS: Confirm whether the redaction aligns with Booking.com’s data-sharing settings and whether any import fields (e.g., guest phone) are being suppressed at the source.
• Consider alternative contact methods: If phone numbers are needed for urgent guest outreach, explore approved channels or in-platform messaging to facilitate communication without exposing direct phone data.
• Monitor changes: Booking.com’s data-sharing policies can evolve. Keep an eye on policy updates or notices from the extranet that might clarify access levels by role.

In short, Booking.com’s move to redact guest phone numbers, even within the extranet for non-primary accounts, is creating an inconsistent user experience and potential gaps in guest communication. If you have observed similar behavior, sharing your experiences and any workarounds could help others navigate this change more smoothly.