Here's how Hostaway keeps you connected to every guest

How are you collecting guest phone numbers from Booking.com reservations now?

Booking.com stopped sending guest phone numbers to PMS and channel managers on September 28 as part of a wider push against phishing on the platform. Every new reservation now comes through with an empty phone field, and that number often powers your welcome message, the door code and the arrival instructions. Nothing flags it when it's missing, so most hosts find out when a guest says they never got their code..

Here's how Hostaway keeps you connected to every guest:

📲 Guest Portal and online check-in: send the Guest Portal link in your first Booking.com message. Guests enter their phone number when they complete check-in, and you can make the phone field a required step.

📥 Unified inbox: OTA messaging, email, SMS and WhatsApp in one place. Start in the Booking.com thread, then switch to SMS or WhatsApp once the guest shares their number.

🌐 Direct booking website: the booking form collects guest details as they book, with no OTA in the middle.

We put together a guide on what changed, what breaks, and how to adapt your guest communication step by step: https://lnkd.in/gFdVMa-2

Has this affected your pre-arrival flow? We'd love to hear how you're handling it.