You’ve seen the announcement and you’ve received the communication. But now what? How do you manage without all those guest phone numbers in your PMS?

Booking.com has stopped sharing guest phone numbers with properties like yours. Like other OTAs before it, it is limiting guest contact details, and the change reaches hotels and their technology partners across the industry.

Your hotel still needs to reach its guests, and guests still expect to know exactly what to do before they arrive. So when the OTAs share less, pre-arrival communication has to do more.

The good news is that this is also an opportunity. A strong pre-stay conversation means faster check-ins, real guest emails and mobile numbers, marketing permissions for future direct bookings, and more chances to upsell.

At AeroGuest, we see ourselves as more than a technology provider. We want to be a partner to hotels, helping them stay ahead when things change, whether we work together yet or not. So here is where we would start:

Make email your main channel
Booking.com still shares guest email addresses. Behind the alias sits the guest’s personal email, so a pre-stay message lands in a real inbox, with images, links and buttons that work.

Set the expectation early
Use the automated messages in your OTA extranet and your booking confirmation to tell guests that a pre-stay email with check-in instructions is on its way, and to keep an eye on their inbox.

Make sure your emails get through
Ask your email or technology partner which sender domains to whitelist in your Booking.com Extranet, so your pre-arrival messages aren’t blocked. If you work with AeroGuest, these are go.aeroguest.com, hotel.aeroguest.com and app.aeroguest.com.

We follow every move from Booking.com and the other OTAs, so we can help hotels find the right approach for their property and keep sharing tips as things develop.

Not working with us yet? Let’s talk about how you reach your guests today. Book a demo and we’ll plan your next move together.

Already an AeroGuest hotel? Reach out to your Client Manager and we’ll set up your pre-arrival plan together.