At Click. 2023 Miami, Sydney Stanback, a Senior Manager on...
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why messages to reservations are not working
I have sent messages to my reservation customers and they are not receiving the messages?
We are experiencing the same problem at my property. Had a surprisingly unsuccessful attempt to report this today to booking.com via phone and I am about to log a bug report. Was reviewing if other properties have reported this problem in the community and booking.com seems not to be replying here either.
They do not reply. Unless it is the same breakdown in the messaging system that causes guest messages to be lost, they are ignoring my questions. Recognizing the problem was the first step though, and were it not for this Hub I would not know others were suffering the same issue. Moving forward (since it has not been resolved) I wonder if Booking is going to take responsibility if guests question difficult communication...?
I am facing the exact same problem. I have called booking many times and can't give me a helpful answer. Others say it is working, others that because i regestered recently don't have this ability and they always checking it.
This behavior from booking.com is disappointing. As mentioned in my previous message, they could not help me over the phone yesterday, so I sent them a support request, and their only solution was to advise me to call customer support again. Call the same people that were unable to help (and seemed to not know the system) yesterday.
I believe the problem is related to their chat service. Their servers might be unable to handle the load of messages. If you don't use the chat and email the guest directly to their booking.com email, they receive the message.
Realizing that a service like booking.com is experiencing this critical performance problem is, as mentioned before, disappointing. This affects our relationship with our guests. It takes some time to realize that this is a problem with booking.com and not the guest connection because you don't expect this from booking.com
I am having this issue currently. I wish I had picked up on it a little more quickly. I believe that even my contact with Booking.com is also impaired, which is terrible because I have no way to allay a guests concerns about adding a day on to her stay. I did however try sending the guest a message through email as opposed to on the extranet site, and will hope that this will open a channel of communication. If this breakdown continues it will cause issues between hosts and guests, and if the guest's trust or opinion about the host's communication come into question I wonder if Booking is going to be supportive of any consequences?
It took me over a month to finally can communicate with customers through the booking message. All new hosts to the platform might face this problem unfortunately. What i did to stay in contact with my guests was to direct message them on their mobile phone, since booking provides it. It might cost you a little bit but at least it is worth it for a while. Another great solution is if your customer has whatsapp, so you can text him there without getting charged.