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How does Booking.com messaging work in AvaiBook?

Booking Messaging | Link removed | Messaging preferences | Security Settings | CSR

Written by Emilia

Once you have connected your property to Booking.com from AvaiBook, either through limited synchronization or full synchronization, the messaging will also be automatically synchronized.

This means you will be able to view and reply to all messages from your Booking.com reservations directly from AvaiBook, without the need to access the Booking.com extranet.

Thanks to this integration, managing communications with your guests will be much faster, centralized and in a single platform.

Where to send and receive messages?

You can manage your messages from two sections in AvaiBook:

1. Planning > Bookings:

  • Select the corresponding reservation.

  • Click on the Conversations section to view and reply to messages.

2. Conversations > Inbox:

  • Access all interactions with your guests.

  • Write personalized messages or use previously created templates.

Messages sent from AvaiBook will be received by the guest on Booking.com, as if you had sent them directly from their platform.

⚠️

  • Messages prior to synchronization: Messaging is not synchronized retroactively for reservations made before the connection date. However, if a new message is sent or received for those reservations, the entire conversation history will be automatically imported.

  • Message format: If you use templates, please note that the text will be sent without HTML formatting. This means colors, bold, or italics will not appear in the guest’s message. In addition, Booking.com does not allow attachments or hyperlinks in messages.

Managing email notifications

By default, you will receive an email for every message exchanged. If you wish to disable these notifications:

  1. Go to Conversations > Inbox > Settings.

  2. Uncheck the option "Get an email alert".

Please note that by disabling this option, you will also stop receiving email notifications from the Booking Engine and Airbnb.
If you prefer to turn the notifications off only for Booking.com or Airbnb, you can do so from the same section.

How can I include safe links in messages sent from Booking.com?

To protect your communications and prevent phishing attempts or fraudulent links, Booking.com offers a messaging security settings option. This feature is available to users with administrator rights in the Booking.com extranet and allows you to control which links can be included in your messages to guests.

What do the messaging security settings allow?

This option allows you to:

  • Register authorized domains and links that you can share in messages.

  • Automatically block any unauthorized link, which will be replaced with the text: [Link removed].

🛡️ This measure helps protect your customers from potential fraud through suspicious links.

How to access the security settings?

Before accessing this section, you must complete a two-factor authentication. Then follow these steps:

  1. Log in to the Booking.com extranet.

  2. If redirected to a verification page, confirm your login information.

  3. On the Verification method page, select an active phone number or a Pulse verification code.

  4. Under Two-factor authentication, enter the unique verification code you received.

  5. Click Verify now.

Please note that the phone number you select must have a direct connection to you or someone on your team. It will not work if it is an automated system or answering machine.

How to add a link or domain in Booking.com?

📝 This action can only be performed by the manager or owner of the Booking.com account. Please note that when accessing this section, Booking.com will request a two-factor authentication. This helps reduce phishing in all aspects related to securely sending links.

Once inside the security settings, you can add the secure link or domain you wish to share with your guests.

Most common use cases

  • If you use AvaiBook’s Fast Check-in tool to facilitate your guests’ online registration, you will need to add the domain avaibook.com, since the links sent to guests use a dynamic URL such as: http://links.avaibook.com/xx111xxyy22. Therefore, it will be sufficient to indicate the domain avaibook.com in Booking.com.

  • If you include links to a Google Drive document or similar in your automated emails, please note that the links belong to the google.com domain, such as a folder link like https://drive.google.com/drive/folders/xxxxxxxxxxxxxxxxxx?usp=sharing. You may also add the full URL in Booking.com.

  • If you share your property location through Google Maps, consider the URL format. For example: https://maps.app.goo.gl/bazWb1GFeyNfhP1U7. Our recommendation is to add the full URL directly in your Booking.com account, although you could also add the domain goo.gl.

  • If you send links that include your website, you must also add the link to your website.

Recommendations:

  • If you use dynamic URLs, as in the case of Fast Check-in, always configure a domain.

  • If you use static URLs, where the information never changes, we recommend adding the exact URL.

⚠️ Booking.com blocks messages containing shortened URLs such as bit.ly or n9.cl, and it may also shorten links from other platforms.

For a single property:

  1. Go to Property > Messaging preferences > Security settings.

  2. Complete the two-factor authentication.

  3. Click Add link.

  4. Enter the link or domain (for example, avaibook.com).

  5. To add more, click +.

  6. Click Add domain.

For multiple properties:

  1. Log in to your Booking group account.

  2. Select a property from the homepage.

  3. Go to Property > Messaging preferences > Security settings.

  4. Complete the two-factor authentication.

  5. Click Add link.

  6. Enter the link or domain (for example, www.avaibook.com or simply avaibook.com).

  7. To add more, click +.

  8. Click Add domain.

  9. Once the domains have been added, click Apply to all properties to extend the configuration.

  10. Confirm in the pop-up window.

📌 If you use AvaiBook Fast Check-in, add the domain avaibook.com, as the links will have a format similar to:
​http://links.avaibook.com/358mgf

How to make conversations appear in the extranet?

To ensure that replies and communications sent from AvaiBook are properly synchronized in the Booking extranet, add @avaibook.com as an authorized address.

For a single property:

  1. Go to Property > Messaging preferences > Security settings.

  2. Complete two-factor authentication.

  3. In the Your email addresses section, add: @avaibook.com.

For accounts with multiple properties:

  1. Repeat the same steps above for one property.

  2. Click Apply to all properties to extend the configuration.

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