Expedia Group Integration - How to connect

This article explains the steps required to integrate Duve with your Expedia group account. To begin, you must have an Active Duve account.

Before you start

• Access to Expedia Partner Central with permission to manage connectivity settings.
• Access to Duve Connection settings.
• Your Expedia Property ID for each property you plan to connect.
• Your Expedia Property Internal Name for each property you plan to connect.

• Confirm that your PMS syncs Expedia reservations to Duve. If Duve cannot identify a reservation as an Expedia reservation, messaging will not be available for it.
• Check whether your PMS already has its own direct Expedia messaging integration. Some platforms, such as Cloudbeds, offer a direct connection. Running both at the same time can cause duplicate messages or sync issues, so the direct connection may need to switch its messaging partner. Contact your Duve representative to review your setup before connecting.

How to set it up

Step 1: Connect on the Expedia side

• The connection must be established on the Expedia side first, then on the Duve side. This order is required.

1. In Expedia Partner Central, go to Rooms and Rates.
2. Open Connectivity Settings.
3. Select Manage Services.
4. Go to Connected Service Providers.
5. Select Add a Provider.
6. Type Duve in the provider search field.
7. Select Connect.
8. Select Next, then Confirm.

• Some partners, typically large enterprise groups, do not support self-serve connections.
• In this case, request the connection through your Expedia account manager or Expedia support.

Step 2: Add the connection in Duve

1. In Duve, go to Connection settings.

2. Find the OTA Messaging section.

   

3. Select Add new Source.

   

   

4. Choose Expedia Group.

   

5. Enter the Expedia Property ID.

6. Enter the Expedia Property Internal Name.

   

7. Submit the details.

1. Open the connection details screen.

2. Select Delete

   

3. Confirm in the delete connection modal. The connection is then removed.

Step 3: Start messaging in the Communication Hub

• The "Expedia Group" channel becomes available for that reservation in the Communication Hub.

• A banner appears in the Communication Hub screen and on the reservation screen indicating that this is an Expedia Group reservation.

• A log entry is recorded on the reservation screen, under the "Booking source" field.

Troubleshooting

• The Expedia Group channel does not appear on a reservation. The reservation has not been matched to an Expedia Group reservation. Confirm that the property is connected on both the Expedia side and the Duve side, that your PMS is syncing the reservation, and that the reservation carries an Expedia source flag along with a valid external reservation ID that Duve can match against the Expedia API.
• The connection was created in Duve, but no messages are flowing. Verify that the Expedia-side connection was completed first. If the Duve-side connection was created before the Expedia-side connection, delete it and add it again, only after the Expedia connection is confirmed.
• Duplicate messages or sync conflicts. This usually means a direct Expedia messaging integration is also active in your PMS. Only one messaging partner should be connected at a time.
• No historical messages appeared after connecting. Backfill covers up to 90 days of history and only applies to reservations that have not yet checked out at the time of connection. Older conversations and already checked-out reservations outside the sync window are not backfilled.

Restrictions and limitations

• Connections are per property, identified by Property ID. Account-level and unit-level connections are not supported.
• The Expedia-side connection must be completed before the Duve-side connection.
• Duve must be certified by Expedia and visible in Expedia's connections hub before hosts can select it in the self-serve flow.
• Vrbo is not part of this integration.
• Pre-booking and anonymous guest conversations are not supported. Every conversation must be tied to a specific Expedia group reservation.
• Attachments are one-way. Hosts can send images and documents to guests, but guests cannot send attachments to hosts through this channel.
• Post-checkout message syncing stops 90 days after the checkout date.
• Some enterprise partners cannot self-serve the Expedia-side connection and must go through their Expedia account manager.

Tips and tricks

• Gather the Property ID and Internal Name for every property before you start, so you can add all connections in one sitting.
• Connect ahead of your busy season. Backfill only covers reservations that have not checked out yet, so connecting earlier preserves more conversation history.
• Add a distinct Internal Name per property if you manage several. It makes the connection list much easier to scan later.
• If you use scheduled messages, review your existing templates once the integration is live to confirm the wording works for guests reading them inside an Expedia app.
• If you are migrating from a direct PMS-to-Expedia messaging connection, plan the switchover so only one messaging partner is active at any moment.

FAQs

Related article:

Expedia Group Integration