Integrations
Booking.com
How your agents answer guests who booked through Booking.com, using the reservation data that reaches your own systems, and make changes within your rate rules.
Guests who book through Booking.com often contact your property directly with questions about their stay. Your agents answer them from the reservation itself: the dates, the room type, the rate, what is included and what the rate allows. Where your rate rules permit a change, the agent can make it, and anything else goes to your reservations team with a brief. The connection is configured during implementation for the systems your reservations run through.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Find the guest's reservation | The agent recognises a Booking.com reservation from the reference, name or phone number, after the identity check you set | "I can see your booking for three nights from 12 November, a deluxe king room" |
| Answer questions about the stay | Guests hear the facts of their own reservation, not a general policy | Whether breakfast is included in the rate the guest booked |
| Change the reservation within the rate rules | Changes the rate permits are made in the conversation, where your systems allow the change from your side | Moving arrival from Thursday to Friday on a flexible rate |
| Cancel within the rate rules | A cancellation the rate allows is completed and confirmed, if you grant it | A free cancellation made before the rate's deadline |
| Hand over anything else | Requests outside the rate rules, or that must go through Booking.com, reach your team with a brief | A guest asking for a refund on a non-refundable rate |
Booking changes and cancellations are configured during implementation, for the rates and reservation types you choose.
How it connects
The agent connects to reservation data from Booking.com through your property management system (the system your property uses to run reservations, rooms and billing) or your channel manager (the software that sends your rates and availability to booking sites and brings their reservations back into your systems), or directly where your Booking.com account allows it. The route is agreed with your team during implementation, using a dedicated integration account your administrators create and control.
Credentials are stored encrypted in your deployment, and every call travels over TLS (Transport Layer Security, the standard encryption for data in transit) version 1.2 or higher. The connection runs from your deployment in your chosen region. Where a change can only be made on Booking.com's side, the agent explains the next step to the guest, or passes the request to your team.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read reservations and rate rules | Answering guests about their own stay | Only for guests who pass the identity check you set |
| Change reservations | Date and room changes the rate permits | Only if you grant it, within the rate rules |
| Cancel reservations | Cancellations the rate permits | Only if you grant it, within the rate rules |
| Change rates or availability | Not needed | Not requested |
| Payment card details | Not needed | Not available. The agent never sees or handles card details |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. Every lookup and change is logged in the audit trail. See Permissions.
In practice
Qamar Stays, a hotel group in Dubai, receives Booking.com reservations through its channel manager into its property management system.
- Huda, who booked on Booking.com, messages the hotel on WhatsApp to ask whether breakfast is included and whether she can check in early.
- The agent finds her reservation, confirms breakfast is included in her rate, and notes her early check-in request for the front desk.
- She then asks to add a night. The hotel has set extensions of Booking.com reservations to go to its reservations team, so the agent passes the request on with a brief.
- The team confirms the extra night the same afternoon, and the conversation, request and outcome sit on Huda's record.
Related
- Travel and hospitality integrationsIntegrations
- Travel and hospitalityIndustry guides
- PermissionsIntegrations
- Policies as limitsAgents
- How integrations workIntegrations
Product names and logos are trademarks of their owners. Their mention shows systems Telonic connects to and does not imply partnership or endorsement.