Booking.com guests may read messages inside the platform, by email or on a phone while travelling. The safest approach is a short sequence in which each message has one job.
Immediately after booking
Thank the guest, confirm the property and booked dates, and explain when arrival information will be sent. Keep optional extras secondary. Do not repeat every policy already displayed in the booking.
Three to seven days before arrival
Send the practical planning details: check-in window, transport or parking, anything that must be arranged in advance, and the best contact method. Use short headings so the message is easy to scan.
On arrival day
Put the address, access steps and urgent contact details first. If the platform masks links or certain details, test the message exactly as a guest receives it. Keep sensitive access information within the approved channel and timing.
Assign an owner
Document who monitors replies and which questions need judgement. Approved templates save time, but they should never prevent a team member responding to the guest’s actual situation.
Final check
- Does each message have one clear purpose?
- Are property facts identical across the listing and message?
- Can the guest find arrival essentials in seconds?
- Are editable fields and timing clearly marked for the team?
For a complete system covering Booking.com, Airbnb and direct email where relevant, see The Guest Journey.