Enable Booking.com messaging at inquiry stage with guest name personalization

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