Article summary: Since fall 2026, Booking.com and Airbnb no longer send the guest's phone number to connected software such as Reservit. This is not a Reservit issue: it is a decision made by the platforms to protect their guests against phishing. The number is still visible in the Booking.com extranet and in your Airbnb account.
The question
"The guest's phone number no longer appears on our Booking.com and Airbnb reservations, even though it is shown on the platforms. Is this a new platform rule?"
The short answer
Yes, this change was made by Booking.com and Airbnb. Both platforms have stopped sending the guest's phone number to channel managers and property management software. Reservit receives the reservation without a number and therefore cannot display it.
What changed, platform by platform
|
Platform |
Since |
What Reservit receives |
Where to find the number |
|---|---|---|---|
|
Booking.com |
September 28, 2026, in all countries |
No phone number, including for modifications and cancellations of older reservations |
Booking.com extranet and Pulse app |
|
Airbnb |
Late October 2026 |
No phone number. Exception: for some reservations in Canada and the United States, Airbnb sends a temporary number that forwards to the guest |
Airbnb app or website |
Key point: the platforms do not delete numbers already sent before these dates. New reservations arrive without a number.
How to contact your guests
-
Booking.com: find the number in the extranet or the Pulse app, or write to the guest through Booking.com messaging.
-
Airbnb: find the number in the Airbnb app or website, or write to the guest through Airbnb messaging.
-
At check-in: ask the guest for their number and add it to their record in Reservit.
Airbnb temporary number (Canada and United States): it works for calls and text messages, but not with WhatsApp. It expires 48 hours after checkout, or as soon as the reservation is cancelled.
Can Reservit retrieve the number?
No. The platforms no longer send the number: no setting in Reservit can bring it back. The same change applies to all software connected to Booking.com and Airbnb.