Hosts can link Duve to their Booking.com account using their credentials, enabling direct message syncing. Hosts must maintain communication across other OTAs and supported PMS systems. For Booking.com reservations, messages sent from Duve manually from the chat or from the schedule message when selecting the chat channel will directly sync with Booking.com's inbox.
Duve will only sync messages from guests with confirmed reservations. Duve will not sync guest inquiry messages without having a reservation.
Visual indicators (OTA icons) will mark messages linked to Booking.com.
Connectivity section of the Reservation
Communication Hub Channel options
When connecting the Booking.com property ID to Duve for the first time, a messages history of 50 previously sent and received messages will sync to Duve.
Guest messages are pulled from Booking.com from reservation creation until 66 days after Checkout.
Supported Message Types
- Manual messages - All messages sent via the Booking.com communication channel will be sent to the Booking.com inbox
- Note: Inquiry messages or messages sent before the Booking was created will not be synced as it is not supported by Booking.com currently. Once this functionality is available via API, we will update our customers when it will be supported.
- Scheduled Messages - messages that are sent as a Chat & Email will be sent to the Booking.com inbox
- Emails sent to the Booking.com masked email address will also be sent successfully with all Duve links to the Booking.com inbox
- On the initial connection, up to 50 past messages will be synced for the each connection.
- Support for auto-translations for incoming messages from guests or outgoing messages from Duve is not supported at the moment.
- Each room in a group has a different external ID, meaning that the messages from Duve will send to each room separately. This may look like communication duplication on Duve and in Booking.com, however this is the expected scenario.
- The messages will sync every 10 minutes to Duve
- Hosts can send images to guests but images sent by guests to Booking.com will not be synced to Duve
- If your Booking.com account is already connected to your PMS to integrate messaging, connecting Duve will remove the messaging integration from the PMS.
- In order to ensure that Scheduled messages by Duve are sent to Booking.com inbox, all messages should be set to be sent at least 3 minutes after Reservation Created.
- Guesty - Messages from OTAs are pushed automatically from Guesty to Duve (but not the other way around) - Guesty - Unified Communication Hub, without this connection
- Cloudbeds and Uplisting - Since those PMSs are also connected to Booking.com's messaging service, the PMS connection needs to be disconnected from Booking.com for the Duve integration to work.
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