Automated emails not getting to customer - Bug in system

Had 2 x issues. 

On check-in my last booking never got the automated email thanking them for booking?

The last 3 bookings I have the customer was sent check-in details but they never got it their end so had to track them down and SMS them.

I have called the partner line but they think it is a booking enquiry rather than partner issue. It's a flaw in the system but you can never get anyone to speak to.

Any ideas? or does anyone have IT support details?


BrookAve 1 year ago


  • Yeah theres been a couple of recent report s of this , but it seems to only be some , or limited to some countries/regions.
  • I have have had no such issues for last 3months  in IE/ West EU area.
  • I do make a point of using their contact number to add them to my whatsapp contacts list and send a short message for check-in along with a (unlisted) youtube How-To Check-in video, a door code and WIFI details.
  • Yes there is a stupid IVR setup since the new Support  teams are outsourced and external ( in some regions), it asks for confirmation number /pin, but the voice says partner.
    • just enter the reservation number followed by # and it will eventually put you through to a person



 no one here but us leprechauns , contact partner support. 


Click on my name for more guides


VAT number enter as CC1234567L  Where CC is country code




Andrea 1 year ago

Hi Ian and Karen,

We have been experiencing the same issue here in Asia. We have had several automated messages not been sent out. The first time I noticed was back in April this year. 

Despite Booking.com's promise to look into the issue, the issue persists. 

Hopefully they will solve the issue soon, as our message contains vital information.