Booking.com messaging provider

Booking.com messages for hotels: every guest answered from one inbox

Guests booked through Booking.com write about late arrivals, parking and cots before they travel. chatlyn brings those messages into the inbox your team already uses for WhatsApp, email and your website chat. The AI answers in plain text from your hotel’s own knowledge, and the reply arrives in the guest’s Booking.com thread.

Guest messages and self-service requests
New Booking.com inboxes come with the AI on
Authorised in your extranet, no passwords shared

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4.9 across review platforms

Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026

Hello, we land in Catania at 22:40. Is a late arrival OK?

16:05

Of course, Mr Hayes. Reception is open all night, so we will be there to welcome you. The drive from Catania airport takes about an hour. Shall I ask reception about a transfer?

Answered by AI 16:05

Yes please, for two of us.

16:07

Good afternoon, Giulia from reception here. A driver will wait for you at arrivals with your name. Safe travels.

16:21

Used in more than 100,000 hotel rooms worldwide

How the connection works

From a Booking.com message to a managed conversation

chatlyn becomes your property’s messaging provider on Booking.com. You authorise it once in the extranet, and every message arrives in chatlyn from then on.

Booking.com connects one messaging provider per property, and one connection can serve several of your properties.

One inbox

Booking.com messages next to every other channel

Booking.com sits in the same inbox as WhatsApp, email, your website chat, Messenger and Instagram. Your team answers from chatlyn, and the guest reads the reply in the Booking.com app or website, where they wrote.

Booking.com conversations have their own response-time targets, so the queue shows who has waited longest. Give each one an owner and add labels and private notes. More on the guest messaging software.

Shared inboxResponse-time targetsAssignments

Answers in plain words

The AI answers Booking.com guests, your team keeps judgement

New Booking.com inboxes come with the AI on. It answers free-text questions about arrival times, parking, breakfast or the spa from your hotel’s own knowledge, in the guest’s language and your hotel’s tone.

Booking.com keeps messages to plain text, so the AI writes directions and times in plain words. When a guest needs a person, the AI hands the conversation over with everything said so far, translated for your team. It is the same AI as the hotel chatbot on WhatsApp and your website.

Plain-text repliesYour knowledgeHandover

Jana Nováková WhatsApp · Czech

Dobrý den, slavíme výročí svatby. Mohli byste připravit něco speciálního? 18:38

Translated from Czech Hello, we’re celebrating our wedding anniversary. Could you prepare something special?

AI handed over · special request

Priya · 18:40 Congratulations! We’d love to prepare prosecco and flowers in your room for your arrival. Sent in Czech

Write in English, it’s sent in Czech

Requests before arrival

Self-service requests become conversations your team acts on

When a guest asks through Booking.com for a different check-in time, new dates, parking, an extra bed or a cot, or a cancellation, the request arrives in chatlyn as a conversation. Your team replies from there, with the reservation shown above the thread: dates, room, status and the guest’s language.

Photos travel both ways: guests can send a picture, and your team can reply with JPEG or PNG images up to 10 MB.

Self-service requestsReservation detailsImages

Every language

Guests write in their language, your team reads in yours

Booking.com brings guests from everywhere. The AI answers in the language the guest writes in, and when your team replies, messages are translated both ways with one click.

Your reception answers a guest from Prague or Seoul as easily as one from Vienna, and the guest reads every reply in their own language.

Translation both waysGuest’s languageOne click

Try a language

The widget switches language with the guest

Technical details

Booking.com integration at a glance

What connects, how, and what your team can do.

Connection: Booking.com Messaging API, with chatlyn as your property’s messaging provider
Set up by: chatlyn creates the inbox, you authorise chatlyn in the Booking.com extranet; no passwords shared
Properties: One messaging provider per property; one connection can serve several properties
What arrives: Guest messages, self-service requests, request-to-book events and Booking.com’s automatic messages
AI: On for new Booking.com inboxes; answers free-text guest messages in plain text
Replies: Plain text in the guest’s Booking.com thread, JPEG or PNG images up to 10 MB
Reservation: Dates, room, status and guest language beside the chat
Inbox tools: One owner per conversation, labels, private notes, translation, response-time targets

FAQ

Questions about the Booking.com integration.

Ask our team for a Booking.com inbox. You then enter your Booking.com property ID on the connection page we send you, sign in to the Booking.com extranet and approve chatlyn as your property’s messaging provider. Our team confirms the request and finishes the setup. Your Booking.com password stays with you.

Yes. New Booking.com inboxes come with the AI on. It answers free-text guest messages in plain text, from your hotel’s knowledge and in the guest’s language, and hands anything personal to your team.

In their Booking.com message thread, in the app or on the website, exactly where they wrote to you. For the guest nothing changes; your team simply works from chatlyn.

Guest messages, self-service requests (check-in and checkout times, date changes, parking, extra beds or cots, cancellations), request-to-book events and Booking.com’s own automatic messages about the reservation. Each conversation carries the booking reference.

Booking.com removes links, phone numbers and email addresses from messages and shows plain text only, so write directions and times in plain words. The AI already replies this way. For a document or a booking link, continue the conversation on WhatsApp or email.

Yes. Images travel both ways: your team can send JPEG or PNG images up to 10 MB each, and photos guests send arrive in the conversation.

Booking.com conversations start with the guest, and your team replies in that thread. To reach guests first, use WhatsApp templates or email from the same inbox.

Who uses chatlyn

One platform for every team, hotel and goal.

By team

By hotel

By goal

Keep exploring

Bring your Booking.com messages into one inbox.

Connect Booking.com to chatlyn: the AI answers in plain text, your team takes the rest, and every reply reaches the guest’s Booking.com thread.