About the Messaging API

The Messaging API acts as a communication bridge between your travellers and accommodation hosts, enabling post-booking interactions once a reservation is created.

Early access – Messaging API pilot

This documentation is part of an early access pilot program and is only available to selected partners.

Please be aware of the following key points:

Pilot phase:
- The functionalities described in these guides are under active development and subject to change.
- We aim for general availability in Q3 2025, but this may change based on pilot feedback.
Limited access: This API is currently offered to a limited number of pilot affiliate partners.
- If you are not part of the pilot, you will not have access to this API collection.
- For inquiries regarding participation, please contact our partnerships team.
Frequent updates: The documentation and API specifications will be regularly updated throughout the pilot. We recommend checking this page periodically for the latest changes.

The /messages API collection

The Messages API collection is seamlessly integrated into Demand API - Accommodation API collection, and enables secure, structured, and context-aware post-booking communication between accommodation hosts and guests, specifically tied to reservations.

Features

The Messaging API supports a wide range of capabilities:

Key features
	Two-way messaging Enable real-time, direct communication between partners and travellers—making it easy to exchange updates, clarify details, and build trust throughout the post-booking journey.
	Contextual conversations Messages are always tied to a specific reservation, keeping communication structured, relevant, and easy to follow from start to finish.
	Conversation history Access up to one year of past messages at any time—ensuring full visibility, easy reference, and a consistent experience across platforms.
	File attachments Support image, document, and other file exchanges within conversations—making it easy to share booking confirmations, ID documents, photos, and more.

Who is this for?

We recommend Messaging API integrations to existing Demand API Affiliate Partners who wish to provide a better post-booking experience that boosts loyalty and trust, while reducing customer services inbound.

Integration options

The Messaging API supports flexible integration approaches to suit a variety of partner needs.

Whether you're sending welcome messages, managing two-way conversations, or exchanging attachments, the API provides the necessary endpoints to build a seamless messaging experience into your system.

Available integration modes	Description
✅ Send messages	Send text messages from partners to guests, optionally with attachments.
✅ Receive messages	Retrieve incoming messages either by conversation or via latest polling.
✅ Message threading	Maintain full conversation context using `conversation` and `reply_to`.
✅ Attachments	Upload images to send with messages or download attachments from guests.
✅ Conversation metadata access	View details about message participants, timestamps, and message status.
✅ Reservation-based context	Use reservation ID to filter or identify message threads for specific stays.

Benefits of integrating the Messaging API

Integrating the Messaging API into your system can bring some benefits such as:

✓ Operational efficiency - Staff manage all guest communication within their native platform, reducing context-switching and manual work.

✓ Faster response times → Better guest experience - Quicker replies lead to improved guest satisfaction and potentially higher review scores.

✓ Scalability - With messaging centralised and automated, partners can manage more accommodations or bookings with the same resources.

✓ Improved guest loyalty and trust - Clear and timely communication before arrival helps reduce cancellations, negative reviews and builds trust with guests.

✓ Data and insights for optimisation - Access to structured messaging data (e.g., response times, message types) allows performance tracking and improvement.

✓ Seamless integration with other partner services - Messaging can be integrated with booking management, Customer Relationship Manager (CRM), or service dispatch systems, enabling a more unified partner offering.

The communication flow

Two-way communication is enabled after a reservation is created. Either party—traveller or host—can initiate contact.

Travellers may start the conversation by including a message via the orders/create endpoint through affiliate partners system or Booking.com.
Accommodation hosts may send a "Welcome" message once the booking is confirmed via the Booking.com extranet platform (or by other channels).

Traveller to Accommodation

1. Traveller sends a special request when making a booking by means of the orders/create endpoint.

This creates a conversation Id where the message is tied to.

2. The message is sent to the accommodation using the Messaging API (messages/send).

Affiliate partner system uses Messaging API to send the message to the accommodation host through the provided channel (see Message delivery channels section)

3. The accommodation receives the message through the predefined channel (typically through Booking.com extranet platform).

Common traveller messages

Travellers may communicate with the accommodation around the following topics:

Topic	Examples / Details
Check-in details	Estimated arrival and departure times (checkin/checkout times) Early or late check-in requests. Self check-in instructions or key collection info.
Directions & transport	Request directions to the property. Parking availability. Request airport transfer info.
Booking modifications	Requests about date or guest changes. Clarify cancellation and refund policies.
Amenities & services	Confirm availability of Wi-Fi, kitchen, air conditioning, laundry, or accessibility features.
Special requests	Requests for baby cots, extra beds, dietary needs, or celebration-related setups. Multiple rooms to be located near each other.
Local recommendations	Request about nearby attractions, restaurants, shops, or tours and activities.
Payment & charges	Confirm accepted payment methods, deposits, or tourist/city taxes.

Accommodation to traveller

1. The accommodation sends a predefined "welcome message" after booking is confirmed.

Accommodation can use Booking.com extranet platform or any other defined channel.

2. Affiliate partner system uses Messaging API to:

Deliver messages to travellers in the defined channel (example: by email) by means of the messages/send endpoint.
Fetch all messages from the property through Messaging API using the /messages/latest endpoint.

Common accommodation host messages

Accommodation hosts may communicate with the traveller around the following topics:

Topic	Examples / Details
Welcome messages	Greet the guest, introduce the property, confirm the booking.
Respond to special requests.	Reply to specific bed/room arrangements, parking availability requests, etc.
Confirm available amenities.	Provides details on facilites such as Wi-Fi, kitchen, air conditioning, laundry, or accessibility features.
Inform about local taxes	Requests about tourist or city taxes charges.
Provides local recommendations	Share information about nearby attractions, restaurants, shops, or tours and activities.

Example of welcome message sent by the host once booking is confirmed.

auto-reply welcome message

Message delivery channels

Messages sent via the Messaging API can be delivered through a wide range of channels based on your particular setup and/or preferences:

Travellers may receive messages via:

In-app messaging (Booking.com app).
Push notifications.
Email.
AI agents or automated assistants, when available.

Accommodation hosts receive messages through:

Booking.com extranet platform.
Email notifications.
Connectivity providers (via API), if they use a connected system such as a channel manager or Property Management System (PMS).

Affiliate partners responsibilities

As a Managed Affiliate Partner integrating the Messaging API, you are responsible for ensuring successful message delivery to the end user.

You must:

Guarantee reliable delivery of all messages sent through the API.
Display messages clearly and without delay within your platform.
Minimise delivery issues, which could negatively affect guest experience and partner performance.

Available endpoints

Messages endpoints

Endpoint	Use it to ...
/messages/send	Send a new message starting a new conversation, or add a message to an existing conversation thread.
/messages/latest	Retrieve the latest messages across all conversations (up to 100).
/messages/latest/confirm	Confirms the message was received. This is required in order to receive new messages from POST /messages/latest.
/messages/conversations	Retrieve the conversation history for the authenticated user up to 1 year after checkout.

Attachments endpoints

Endpoint	Use it to ...
/messages/attachments/upload	Upload an attachment to a conversation (for files smaller than 1MB).
/messages/attachments/metadata	Retrieve details about a previously uploaded file, such as name, type and size of the file.
/messages/attachments/download	Download an attachment.

What's next

Read the following guidelines to start getting familiar with the Messaging API:

Get started - Try the messaging endpoints
Refer to our detailed guides for Messaging API examples and best practices:
- Manage messages
- Manage attachments