Booking.com now talks to you

Booking.com now talks to you
By Kate Webster


A new chat functionality on Booking.com enables guests and accommodation providers to instantly communicate and connect both before and during their stay.

The online booking company announced the release of its new Booking Messages interface, a chat-inspired communication platform that enables customers and accommodation providers to effortlessly connect with each other from the moment a booking is made.

Additionally, all Booking.com customers around the world can now quickly and conveniently manage the most common stay-related questions in just a few taps.

The Booking Messages interface features automatically pre-translated templates for certain pre-defined requests, including arranging check-in and check-out times, as well as questions about parking and bed preferences – all in real-time and with a familiar, chat-like interface.

Booking.com chief product officer David Vismans said “we’re always looking at innovative ways that we can create an even more seamless travel experience for our customers.”

“We know that 75 percent of our customers prefer self-service options to take care of simple requests. With the new Booking Messages interface, customers can literally customise and manage their trip in the palm of their hand. This technology takes away the worry of a busy reception desk, different time zones, or friction of communication between people speaking different languages.”

Booking Messages is being rolled out to Booking.com’s accommodation partners in phases to integrate within Booking.com’s current Pulse app, a mobile platform for partners that keep them up-to-date with the most relevant and time sensitive news related to their property.

With more that 150,000 accommodation providers already actively using the Pulse app, more and more customers will soon have access to this instantaneous communications channel for all of their stay-related questions. Full rollout of the chat interface to partners is expected over the coming months.

The new Booking Messages interface is now available to customers in both the Android and iOS versions of the Booking.com app, as well as the web versions of Booking.com on desktop, mobile and table.

Current features include:

  • Expedited convenience in just a few taps for the most common customer requests (and partner responses) from the time of booking, all with auto-translation into all 42 languages supported by Booking.com
  • Easy-to-use, chat-like interface that replaces email by centralising all communication with the property in one place
  • Automatic integration into the Booking.com website and apps, as well as in the Pulse app for Booking.com accommodation partners

Additional features, such as complete translation for all open text conversations in the app, express check-in, check-in reviews and additional options for in-stay conversations and services, such as restaurant bookings or spa treatments that specific properties may offer, are currently in testing and expected to be rolled out shortly.

Latest News

  • Products

Embrace the journey: Traversing the world with the Shokz OpenRun

If you’ve been on the wrong side of a final call in the airport, or missed the stop on rail journey, it might be time to invest in a pair of Shokz OpenRun headphones. Originally marketed as headphones for fitness fanatics, runners or cyclists with a keen to steer clear of a prang with a car, […]

  • Tour Operators
  • Tourism

TTC: Deals are driving up demand for September trips

The latest market research from TTC Tour Brands shows interest in international leisure travel remains high for 2024, with 77 per cent of Australians over 18 still planning trips this year. Notably, 28 per cent of those travellers are eyeing September for their journeys. Europe continues to be the most popular destination, with 68 per […]

  • Aviation

Qantas ‘working urgently’ to fix app data leak

Qantas is looking into customer reports that passengers have this morning been able to access other passengers’ personal information on the airlines app. X user Lachlan posted that he was able log into different accounts every time he opened the app. My @Qantas app logs me in to a different person each time I open […]

  • Hotels

Revamped Wailoaloa Beach hotel opens as Crowne Plaza Fiji Nadi Bay Resort & Spa

Crowne Plaza Fiji Nadi Bay Resort & Spa is open and ready for bookings after the first phase of a multi-million-dollar transformation. Part of IHG Hotels & Resorts’ premium collection, the transformation has seen the completion of 106 guestrooms showcasing contemporary interiors reflective of the premium Crowne Plaza brand and is a first for the […]

  • Luxury
  • News

Kamalaya Koh Samui clinches clutch of wellness awards

Kamalaya Wellness Sanctuary & Holistic Spa has so far clinched five prestigious awards in 2024, including being inducted into the ‘Hall of Fame’ at the World Spa & Wellness Awards in London. Founders of the Koh Samui sanctuary and spa John and Karina Stewart expressed their heartfelt gratitude for the awards. “We are profoundly honoured […]