Booking.com

Overview

• Booking.com and Guestway’s integration is restricted to guest communication via email.

• Booking.com sends reservation and guest message notifications by email which Guestway converts into conversations.

• Guestway automatically links incoming emails to the correct reservation by analyzing booking details in the message.

• You can reply to guests directly from the Guestway inbox and the response will be delivered to the guest via Booking.com messaging.

• This setup should only be used when your PMS does not support Booking.com communication natively.

Requirements

• Access to the Booking.com Extranet with admin permissions

• Have at least the Super Admin role within the Guestway organization

• Have an existing PMS integration configured in Guestway that does not support Booking.com communication

Step by step

1. Get the Guestway receiving email

• Go to your current PMS integration in Guestway

  Settings → Integrations → Click the relevant PMS

• Locate the OTA Messaging System section

• Copy the Receiving email. You will use this email inside Booking.com.

• Configure the forwarding email. This "Forwarding email" feature lets you set up an email address where Guestway forwards all received emails. This forwarding process acts as a complete email proxy.

2. Configure Booking.com Extranet

Log in to the Booking.com Extranet: https://admin.booking.com/

2.1 Add Guestway as a contact

• Go to Account → Contacts

• Click Add contact

• Fill in:

  • Name: Guestway Integration

  • Email: paste the Guestway Receiving email

  • Preferred language: American English (IMPORTANT)

Save the contact as "Reservation Manager"

This allows Booking.com to send reservation and guest communication emails to Guestway.

2.2 Enable message notifications

• Go to Account → Messaging preferences → General settings

• In Notifications enable:

  • A guest sends a message → ON

  • A guest request is replied to automatically → ON

These notifications ensure every guest message is forwarded to Guestway.

2.3 Allow Guestway to send messages

Booking.com only allows approved email addresses to contact guests.

• Go to Messaging preferences → Security settings

• Under Your email addresses click Add email address

• Add: [email protected]

  • Make sure Block all email communication is turned OFF

This step is mandatory. Without it, Guestway replies will never reach the guest.

3. Validate the setup

Send a test message from any Booking.com reservation.

If everything is configured correctly:

• The message appears in Guestway

• You can reply from Guestway

• The guest receives the reply via Booking.com chat

Please contact [email protected] if you encounter any issues.