How to Connect Your Duve Account to Booking.com
To Get Started,
Step 1: Essential to click this link and follow the flow
The Hyperlink will lead directly to Duve's Connection and must be used in order to start the process.
The link will redirect you to your Booking.com Extranet account, where the setup can be started:
Setup in Duve
Go to Settings > Connections > OTA Messaging and select Add New, then select "Booking Com"
If you are only connecting 1 rental, select Single-property:
- 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 the messaging service in Booking.com, the PMS connection needs to be disconnected from Booking.com for the Duve integration to work.
Troubleshooting & FAQ
Q: I am trying to add my property ID in the Duve Connection page but I am getting an error 'Invalid Credentials'. What is the problem?
A: If you are getting an 'Invalid credentials' error, it means that the setup needed in Booking.com is not yet complete. Please ensure that you have started the connection process from the link at the top of this article.
Q: Will I have to remove my existing connection with my Channel Manager in order to connect Duve?
A: In order to connect Duve, Duve must have the permission for Guest Messages, which can only be connected to 1 connection in your account. Here are the steps for a swift removal of the Guest Messages permission, and then reconnection of the existing Connection.
Step 1: Disconnect the current provider
Step 2: Reconnect the current provider without the Guest Messages permission
Step 3: Connect Duve via the link with the Guest Messages permission.
Q: The current connection has Guest Messages as mandatory. Is there a way around this?
A: Some providers might have this permission be mandatory in their Booking.com Connection setup. Please contact your connection provider to ask them to make that permission optional so that you may connect Duve.
Q: The connection is set up but the messages are not coming through. Why?
A: Please 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.
Here are some troubleshooting steps to understand why your Booking.com messages are not syncing to Duve.
1. Verify that the Property ID is set up and active. Go to Connections > OTA Messaging > click on the Property ID
2. Verify that the Basic two way and Chat connection toggles are enabled.
3. Check a recently synced reservation and verify that the Booking.com Confirmation number is showing in Duve as the "Booking.com ID" field
3a. If a recently synced reservation does not have the Booking.com ID showing in Duve, the messages will not be pulled. Please see the list of supported PMS' to ensure that the integration is supported
4. If your PMS is in the supported list, and both values are showing in the Duve reservation page and no messages are being synced to Duve, it is likely that the field from Oracle is not set up correctly. To fix this, please open a ticket to Oracle's Support team to ask them to check and ensure that the Booking.com ID is set to either "TA ID" or "GUESTID"
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