Problem statement:
- Booking.com currently blocks third-party software like Hospitable from sending messages at the inquiry/request-to-book stage
- Guests are not identified by name during inquiry stage, so automated messages show "Inquiry Guest" instead of the guest's first name
- Hosts cannot communicate with prospective guests until after the reservation is confirmed, missing the opportunity to address questions early
Current workaround:
- Hosts must reply directly through the Booking.com Extranet or Pulse app during the inquiry stage
- No automated messaging is possible until the booking is confirmed
- Personalized communication at the inquiry stage is not possible
Impact:
- Hosts lose the ability to provide timely, automated communication during the critical inquiry phase
- Inconsistent guest experience — prospective guests may not receive prompt responses to their questions
- Hosts are doing manual work that should be automated, reducing the value of the Hospitable platform
- Potential bookings may be lost if guests don't receive timely responses to their inquiries
Proposed solution:
- Enable Hospitable to send automated messages to Booking.com guests at the inquiry stage
- Use the guest's first name (when available) to personalize inquiry messages
- Allow hosts to communicate with guests during the inquiry phase through Hospitable's messaging system
Unlock:
- Hosts can automate guest communication from the very first inquiry, improving response times
- Personalized messages using guest names create a better guest experience
- Hosts save time by managing all communications through Hospitable rather than switching to Booking.com's tools
- Increased booking conversion through timely, professional communication at the inquiry stage