Contacting guests

Staying in contact with guests can help with your planning and provide a better experience for them. You can easily stay in touch with guests using the Extranet or the Pulse app. To contact guests in a different language, use our translation function.

In this article:

Getting in touch with guests

You can use the Extranet or the Pulse app to communicate with guests.

Follow these steps to message a guest on the Extranet:

1. Log in to the Extranet
2. Go to Reservations and click the name of the guest you want to contact
3. Scroll down to Conversation with guest
4. Type your message or select a template
5. Click Send

Follow these steps to reply to a guest’s message on the Extranet:

1. Log in to the Extranet
2. Click Inbox
3. Click Reservation messages
4. Choose the message you want to reply to
5. Write the message
6. Click Send 

Follow these steps to message a guest in the Pulse app:

1. Open the Pulse app on your phone
2. Tap Bookings, then select the guest you want to contact
3. Under Messages, write your message
4. Tap Send

General tips for contacting guests

Answering guests’ questions helps create a smoother and more positive experience at your property. Potential guests can ask questions about your property before they book. Your answers will be displayed publicly so we can help match a guest with the perfect property for them.

Here are a few tips on communicating with guests:

• Get in touch before their stay

Provide info such as check-in hours, directions, or parking options before they arrive by using the Extranet’s Guest Q&A feature.

• Quickly respond to messages

Quick replies help guests plan their trip in advance, giving them peace of mind before traveling.

• Create message templates

Save time by setting up automatic replies or message templates to quickly answer frequently asked questions.

• Keep track of your Reply Score

Your Reply Score indicates how promptly you reply to guest messages. The faster you respond, the higher your score. You can find it on the Extranet.

Translating messages from guests

To enable communication with guests from across the world, we have translation functionality integrated into the Extranet and the Pulse app. Message translation is available in English, German, French, Spanish, Dutch, Polish, Russian, Arabic, and Portuguese. Follow these steps to translate guests’ messages into your chosen language:

1. Log in the Extranet and click Reservation messages, or open the Pulse app and tap Messages
2. Click the three dots next to the message you want to translate
3. Click Show translation to see the message translated into the language selected in your settings

Privacy

For security and legal reasons, any communication that takes place on our platform is securely stored. We may access these messages for the following reasons:

• Legal reasons, such as fraud detection and prevention
• If a guest or partner requests access to their message history
• To analyze messages to improve our service
• If your system detects spam or other malicious content

To protect your and your guests’ privacy, we don’t share private email addresses. You and your guests will only see an anonymous alias ending in @guest.booking.com or @partner.booking.com.