Contacting guests

Updated 4 months ago | 4 min read
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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

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. Both you and your guests will only see an anonymous alias ending in @guest.booking.com or @partner.booking.com. Only use Booking.com platforms, the Extranet, and Pulse app to communicate with guests securely.

If we detect suspicious activity in your Extranet account, we’ll immediately disable the ability for your property to include links in any messages you send your guests via our platform. This is to prevent cybercriminals from impersonating you and exploiting this messaging channel to send fraudulent payment links to guests, particularly in the event of a phishing attack on your property. 

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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 answer frequently asked questions quickly.

  • 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 (in the Reservation messages section of the Inbox tab, or in the Data section of the Home tab).


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

FAQs

  • We don’t support PDF as an attachment format – we only support images.

  • You can help potential customers with quick answers by using the Extranet’s Guest Q&A feature. Create messaging templates with potential questions and answers already included, then schedule them to be sent before check-in or after booking. Learn more about how to set up messaging templates.

  • You can send messages from the time of booking until seven days after check-out or cancellation. If the guest sends a message to the reservation, you’ll have a 14-day window to reply. After one year after check-out or cancellation, you can’t read any messages.

  • There may be times when you can’t reach your guests but want to communicate with them beforehand, during, or after their stays. To ensure your and your guests' security, we can’t share any personal information with either party. All communication should stay on the Booking.com platforms.

  • If you can't find the information on your “Reservation Statement,” contact our customer support team by following these instructions. To prevent this from happening in the future, you can add additional guest requirements on the Extranet to have more control over who can make bookings at your property.

  • We can’t delete messages shared between guests and partners due to legal requirements.

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