AMSTERDAM—Booking.com has released its new Booking Messages interface, a chat-inspired communication platform that lets customers and accommodation providers connect with each other from the moment a booking is made.
In addition to being able to initiate any kind of conversation they want with the property, Booking.com customers around the world are able to manage the most common stay-related requests in just a few taps. The Booking Messages interface features automatically pre-translated templates for certain predefined requests, including arranging check-in and checkout times, as well as questions about parking and bed preferences—all in real-time and with a familiar, chat-like interface.
Additional features, such as complete translation support for all open text conversations in the app, express check-in, check-in reviews, and additional options for in-stay conversations and services, such as restaurant bookings or spa treatments that specific properties may offer, are currently in testing and are expected to be rolled out shortly, according to the company.
“We’re always looking at innovative ways we can create an even more seamless travel experience for our customers,” said David Vismans, chief product officer at Booking.com. “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 customize and manage their trips in the palm of their hand. This technology takes away the worry of a busy front desk, different time zones, or friction of communication between people speaking different languages.”
Although the technology is now available to all customers, Booking Messages is being rolled out to Booking.com’s accommodation partners in phases to integrate within Booking.com’s current Pulse app, a mobile platform for partners. Full rollout of the chat interface to partners is expected over the coming months.
The new Booking Messages interface is now available to customers in both the Android and iOS versions of the Booking.com app, as well as the web versions of Booking.com on desktop, mobile, and tablet.