Why messages may not be delivered
When using Booking.com's messaging platform, some of your messages may fail to send. This typically happens because Booking.com blocks messages that include external links.
While sharing URLs is often essential for property managers, Booking.com restricts them as part of its security policy. Different platforms handle links differently - some allow them freely, while others apply stricter controls to protect users.
The reason behind Booking.com’s link restrictions
Booking.com enforces these safeguards to protect guests and partners from scams, phishing attempts and harmful content.
By limiting messages that contain links, the platform reduces the risk of fraud and spam, helping maintain a secure and trustworthy communication environment.
How to ensure messages are delivered
To send messages that include URLs, emails and domains must be whitelisted in the Booking.com extranet.
Follow the steps below:
Step 1: Log in to Booking.com extranet (Admin rights is required to update these settings)
Step 2: Navigate to Property > Messaging Preferences from the top menu
Step 3: Open Security Settings (two-factor authentication may be required)
Step 4: Add approved email addresses
Click Add email address and enter the email addresses to be whitelisted
Important:
Ensure "Block all email communication" is turned off, otherwise even approved emails will not reach guests.
Step 5: Add approved links or domains
Click Add a link/ domain and enter the external URLs or domains shared with guests
Important:
Ensure "Block all links" is turned off, otherwise approved links will still be blocked.
Step 6: Save the changes
Step 7: Test the setup
Once the whitelisting steps have been completed, create a test reservation via Booking.com to confirm that messages are being delivered and pre-arrival emails work correctly.
Key things to keep in mind
Both the email domain and any external/upsell domains should be whitelisted to ensure full functionality
Do not enable:
“Block all email communication”
“Block all links”
These settings override the whitelist and block all communication
For multiple properties:
Whitelisting is typically required per property
The “Apply to all properties” option may be used if available
If Security settings are not visible:
The feature may not yet be available for your account
No action is required