All you need to know about Guest Insights

Guest Insights is an exclusive program for Booking.com partners, designed to help you deliver a better, more customized stay for guests. This free feature allows you to gather info about upcoming guests’ preferences, such as dietary requirements, interests, and past guest reviews.

 

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Who can sign up? 

How do I sign up for Guest Insights? 

Can I access this info through my property management system or channel manager?

How do I become eligible?

I signed up but can’t see Guest Insights. What should I do?

Will signing up have a negative impact on my conversion?

What should I do if I don’t want info about all the Guest Insights categories (allergies, dietary restrictions, age group, past reviews, interests)?

Do I have to pay for this data?

If I allow guests to share their preferences, will they have higher expectations for their stay?

How do I opt out of Guest Insights?

 

Who can sign up? 

Guest Insights is available to partners who achieve the following average scores for the previous quarter:

  • A guest review score of 8 or above
  • A messaging reply score of 70% or above

At the start of every quarter, we check which partners are eligible for Guest Insights.

How do I sign up for Guest Insights? 

If your property is eligible for this program (see requirements above), follow these steps to access your Guest Insights:

  1. Log in to the Booking.com Extranet.
  2. Click Guest reviews and select Guest Insights.
  3. Select the categories of guest info you want to access.
  4. Click Save.

Once you’ve signed up, you’ll get an email notification with a link to the guest’s reservation details whenever they choose to share this info with you.

Can I access this info through my property management system or channel manager?

For now, this feature is only available via the Booking.com Extranet and Pulse app. We’re working on making it available to properties using a PMS or channel manager.

How do I become eligible?

To become eligible for Guest Insights, you must meet the following criteria:

  • You received guest reviews that averaged 8 or more during the previous quarter
  • You replied (within a period of 24 hours) to 70% or more of the guest messages you received during the previous quarter 

If your scores are below these thresholds, check out these articles on how to improve your reply score and how to improve your guest review score.

I signed up but can’t see Guest Insights. What should I do?

Whenever a guest shares info, you’ll get an email notification. Click the link in the email to access the info they shared. 

If you want to access this info from the Booking.com Extranet, follow these steps:

  1. Log in to the Booking.com Extranet.
  2. Click Reservations.
  3. Click the reservation you want to see insights for.
  4. If the guest has shared Guest Insights, you’ll see the info displayed in the reservation details. Allergies are displayed above the guest’s arrival time, and the rest of the categories are displayed below "Conversation with guest."

Keep in mind that we only start collecting insights on reservations made after you sign up. If you signed up for the program but haven’t seen any guest insights, it might be because none of your guests have shared this info with you yet.

Note: As of now, this feature isn’t available through channel managers or property management systems.

Will signing up have a negative impact on my conversion?

No, Guest Insights won’t affect your conversion. We only collect this info after a guest books a stay.

What should I do if I don’t want info about all the Guest Insights categories (allergies, dietary restrictions, age group, past reviews, interests)?

You can select which categories you want to collect info for.  You can also change your preferences on the Extranet's Guest Insights page anytime.

Do I have to pay for this data?

No, this program is free of charge.

If I allow guests to share their preferences, will they have higher expectations for their stay?

Research shows that guests tend to expect a more personalized stay when they provide extra info about themselves. Therefore, we recommend joining the program when you're in a position to use the info to tailor the stay to the guest’s preferences. 

If you don’t have the capacity to personalize your guests’ stay at a certain time, we recommend opting out of the program.

How do I opt out of Guest Insights?

  1. Log in to the Booking.com Extranet.
  2. Click Guest reviews, then select Guest Insights.
  3. Deselect all guest info categories.
  4. Click Save.