What is the Booking.com Messaging Feature? How is it useful?

STAAH MAX - What is the Booking.com Messaging Feature? How is it useful?

Booking.com has introduced new functionality, to the messaging feature,  making it easier for properties to communicate with guests via MAX extranet.

What is new?
  1. Property can now initiate messages to customers
  2. Messages pulled in for all bookings in one call.
  3. Chat history visible in channel manager extranet
  4. All bookings for each room are visible in one pop-up.

Where? There are 3 modules you can access messaging feature:

1. Booking level: Advanced Booking search module 


  1. ‘Message’ icon is available at booking level for each property
  2. There will be a ‘Message’ icon for each booking.com booking
  3. Click on the ‘Message’ icon to check messages
  4. Click on the ‘Message’ Icon to send a message
  5. Chat icon available up to 1-day post check out

2.  Booking level: Stay view ​




3. Room level: Setup > Channel Mapping > Select ‘Booking.Com’ from the channel drop-down box.





  1. Chat icon visible next to each room type.
  2. Select chat icon to display all booking (for selected room type).
  3. Booking number, reference, guest name, and booking dates visible on pop up
  4. Option to search booking using booking number, reference number, or guest name.
  5. Select > icon to view messages/start a conversation for any booking.



How does it work?

On the booking.com guest confirmation email, there is ‘Contact property’ and ‘Email property’ link throughout
Guest can email property by clicking on the link
The property will receive both email from guest and also via messaging
If guest has a booking.com account, they can also message property from their account

In booking.com extranet:



NOTE:
Where there is a check-in request message present in the conversation - please note that such requests are considered 'structured requests' which are currently not supported via Booking.com's Messaging API, and hence wouldn't show in STAAH.