Protect your booking
Fake messages are circulating that pose as accommodation providers and use real booking details to ask for payment. This page explains how to recognise our genuine messages and what to do if you are ever unsure.
If you booked on Airbnb, Booking.com or another platform
Marbella Banús Suites will never ask you for payments, card details or bank details outside that platform. Every payment is handled only inside the platform where you booked.
If any message or link raises doubts, do not open it, and write to us through that same platform's messaging.
Depending on where you booked
Our process depends on how you booked. Here is what you can expect from us.
Booked on a platform
- All payments are made only inside the platform.
- For any question, write to us through the platform's messaging.
- Before you arrive, we will send you a link for the guest registration required by Spanish law, on app.icnea.net, our booking system. If your booking was paid on the platform, you will see no outstanding balance there. If you see an amount you do not expect, write to us through the platform before paying.
Booked directly with us
- Payments are made in our secure booking system (ICNEA): from the link in your booking confirmation or on app.icnea.net, where you can see any outstanding balance.
- We never change bank details by message. If you receive a different account, call us before paying.
- For any question, contact our team on +34 682 512 237.
Our official channels
These are the only websites and numbers we use to contact you.
Check the full address. Fake links use names that look like the real ones, with swapped letters or added words such as “review”, “confirm” or “prearrival”. If the address does not match this list exactly, it is not ours.
Warning signs
A fake message usually has one or more of these features.
It rushes you: “confirm today or you will lose your booking”.
It asks for your card, its security code (CVV), an SMS code or a bank transfer.
The link is not on our list of official channels.
It comes from a number or company you do not know, even if it knows your name, your dates and your apartment.
A message that knows your booking details is not necessarily genuine.
What to do
If a message raises doubts
- Do not open the link or share any details.
- Write to us through the messaging of the platform where you booked. If you booked directly, call us on +34 682 512 237.
- We will confirm whether the message is ours.
If you have already paid or shared details
- Call your bank straight away to block the card or dispute the payment.
- Tell the platform where you booked.
- Let us know, so we can help keep your stay on track.
- Report it to the police.
We will never ask for passwords, SMS codes or your card's security code, through any channel.
Thank you for helping us protect your booking. We are here for any question you may have.