Communicating with guests
For every reservation, Booking.com provides both you and the guest with a unique and anonymous alias email address. All messages sent to this alias email
We store all communication sent through Booking.com, and we can access this if you or the guest requests it. If strictly necessary, for security or legal
If you can’t get in touch with a guest, you can contact our Customer Service Team through your Extranet inbox and we'll help answer any questions you have.
When guests book, they’re asked for an estimated arrival time. You can find this, along with the rest of their details, in the Reservations tab in the Extranet.
Research shows that guests really appreciate quick replies to their requests and messages. To help you make sure you’re replying to guests in a timely manner,