Booking.com Automatic Guest Messages: A Practical Workflow

Start with the guest journey

Group messages by phase: before arrival, check-in day, during the stay and after departure. Before arrival, guests ask about transport, parking and arrival time. On check-in day they need the right property’s instructions. During a stay they may report a problem that requires a person.

Separate answers from decisions

An approved answer can explain a published check-in window or house rule. A decision to grant an exception, alter a booking, issue a refund or respond to an urgent incident belongs with the operator unless a specific action has been approved and is supported by the configured integration. Do not assume that connecting a channel enables every reservation action.

Test the connection and content

1. Confirm which conversations reach the agent for the actual account and PMS.

2. Check the mapping between each listing and its arrival information.

3. Test a simple question, a late arrival, a wrong-listing query and an escalation.

4. Review the first live conversations and update the knowledge when policies change.

If booking context is missing, the agent should ask a clarifying question or hand over rather than guessing. Keep one accountable owner for updating access instructions and property rules.

Measure a useful result

Follow response time, errors, repeat questions and staff handoffs. Check whether guests actually received the correct instructions, not merely whether a message was sent. Ecco OTA Agent starts at €149/month with 2,500 AI messages across all properties, no setup fee and €0.07 per extra message; prices exclude VAT. Supported actions are confirmed for your setup.

Explore the WhatsApp Agent, the OTA Agent, and our AI guest messaging for vacation rentals.