Messaging privacy on Booking.com

Updated 3 weeks ago | 2.5 min read time
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Partners and travellers use our platform every day to stay in contact with each other. Private messaging is a vital part of our service, making sure guests get the best experience and our accommodation partners stay up to date. 

The privacy measures on our platform are designed to keep you and your guests’ information safe and prevent fraud. 


What’s in this article


How we manage communication between you and your guest

Any use of our communication features on our platform will be securely stored and may be accessed by us. We aren't responsible for any communications between you and your guests, but we may occasionally need to access messages:

  • For security and legal reasons, such as fraud detection and prevention
  • If a guest or partner requests it
  • To analyse messages to improve our service
  • If our automated system to prevent spam detects any malicious content

If you feel any communication is inappropriate or suspicious, you can report it yourself by clicking on the link at the end of the message. Please note that our automated system limits the sending of certain file types, such as zip, .rar and .exe.


What are alias email addresses?

To protect both you and your guests’ privacy, we don’t share private email addresses. This helps us prevent spam, viruses and third-party misconduct.

For each reservation, we provide both you and your guest with anonymous alias email addresses. For guests, these end ‘@guest.booking.com’. All messages will be forwarded, including links, images and attachments up to 15 MB.


Can I contact guests if I don’t want to use messages?

If you don't want us to store or potentially monitor your messages, you can opt out of using our communication features. Do bear in mind that you won’t be able to contact guests via our platform and this also includes the use of alias email addresses.

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