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Booking.Com’s New Booking Messages Interface Empowers Customers To Personalise Their Stay In The Palm Of Their Hands

May 6, 2016 OTA News No Comments Email Email

Today, global leader in connecting travellers with the widest choice of incredible places to stay, 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.


In addition to being able to initiate any kind of conversation they’d like the with the accommodation, all 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.

“We’re always looking at innovative ways that we can create an even more seamless travel experience for our customers,” said David Vismans, Chief Product Officer at “We know that 75% 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.”

Although the technology is now available to all customers, Booking Messages is being rolled out to’s accommodation partners in phases to integrate within’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, including check-ins and check-outs for the day, new bookings, and now with the addition of Booking Messages, special requests from their guests. 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 app, as well as the web versions of 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
Easy-to-use, chat-like interface that replaces email by centralising all communication with the property in one place
Automatic integration into the website and apps, as well as in the Pulse app for 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.

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