Why My Emails Are Not Being Sent to Guests (Booking.com)

Booking.com has changed the way that it sends emails to guests. Initially, Booking.com would use an alias email address that would send the mail to the guest's personal email address. Due to security concerns, Booking.com has stopped doing this to protect partners and travellers alike. The following are alternative methods that can be used to contact guests.

Reach out to guests on the Booking.com extranet

1. Log in to the extranet.

2. Go to the Reservations tab.

3. Click on the name or reservation number you want to contact and write a message under Conversation with guests.

4. Click Send.

If you’ve received a message or question from a guest, you can also contact them through your inbox: Log in to the extranet

1. Click on Inbox.

2. Click on Reservation messages.

3. Type your response to their message – you can also send pre-written message templates or attach images.

4. Click Send.

Contacting guests via Pulse

You can contact a guest anytime using our Pulse app. Follow these steps to write a message to a guest on your mobile device:

1. Open the Pulse app.

2. Tap on Bookings.

3. Tap the name of the guest you want to contact.

4. Respond under the Messages tab.

5. Type your message or select a pre-written template.

6. Press Send.

It’s also possible to share images or locations using the Pulse app:

1. Open the Pulse app.

2. Tap on Messages and select the guest you’d like to communicate with.

3. Tap the plus icon (+).

4. Choose from the options to add an image or share a location.

5. Press Send.