The new Booking Messages interface on Booking.com, described as “a chat-inspired communication platform”, enables guests and accommodation providers to communicate with each other when a booking is made.
The interface features automatically pre-translated templates for certain predefined requests, including arranging check-in and check-out times. Queries on matters like parking and bed preferences are also answered in in real time with a chat-like interface.
This means that customers of the online accommodation booking website are now able to manage the most common stay-related requests with just a few taps
“We know that 75% of our customers prefer self-service options to take care of simple requests. With the new Booking Messages interface, customers can literally customise and manage their trips in the palm of their hand,” said David Visas, chief product officer at Booking.com.
He added that this technology also takes away the worry of a busy reception desk, different time zones, or friction of communication between people speaking different languages.
Booking.com’s new Booking Messages
Booking Messages is being rolled out to Booking.com’s accommodation partners in phases to integrate within its Pulse app. This is a mobile platform that keeps partners up-to-date with news related to their property including check-ins and check-outs, new bookings and, now with the addition of Booking Messages, special requests from guests.
With more than 150,000 accommodation providers using the Pulse app more customers will soon have access to this instantaneous communication channel for all of their stay-related requests.
Booking.com said the full rollout of the chat interface to its partners would be in the coming months.
Features of the chat interface:
- Expedited convenience in just a few taps for the most common customer requests (and partner responses) from the time of booking, all with auto-translation into all 42 languages supported by Booking.com
- Easy-to-use, chat-like interface that replaces email by centralising all communication with the property in one place
- Automatic integration into the Booking.com website and apps, as well as in the Pulse app for Booking.com accommodation partners.
Features under testing include complete translation for all open text conversations in the app, express check-in, check-in reviews, and restaurant bookings or spa treatments that specific properties. These will be rolled out shortly.
The Booking Messages interface is available in Booking.com app for Android and iOS, as well as the web versions on desktop, mobile, and tablet.
