Booking.com stopped sharing guest phone numbers with connected hotel systems on 28 September 2026. The change affects new reservations and modifications to existing bookings. It applies to property management systems (PMS), channel managers and guest messaging platforms.
According to Booking.com, the measure aims to protect guests by reducing phishing messages that use genuine booking details. However, hotels that rely on WhatsApp or SMS for pre-arrival communication may need to adjust their messaging processes. Disclosure: This page contains affiliate link. We may earn a commission at no extra cost to you.
What Has Changed for Hotels?
New and modified Booking.com reservations no longer include guest phone numbers in connected systems. However, existing phone numbers remain available.
Hotels can still retrieve guest numbers through the Booking.com Extranet and Pulse app. Booking.com messaging and masked guest email addresses also continue to work as before.
Direct bookings are not affected by the change.
How the Change Affects Guest Communication
Many hotels use WhatsApp as a primary channel for communicating with guests. Pre-arrival instructions, check-in links, door codes and upsell offers often go through the messaging service.
Without a phone number, automated WhatsApp and SMS messages may not reach guests. Depending on the hotel’s system configuration, guests may receive an email through Booking.com’s messaging service instead, or they may receive no message.
Over time, this could affect online check-in completion, upselling opportunities and the number of questions handled by reception.
The change also gives hotels an opportunity to review how they collect guest contact details. When guests provide their information directly and give clear consent, hotels can manage communications without relying solely on the contact details supplied by booking platforms.
Five Steps to Maintain Guest Communication
1. Check Automated Messages
Review all automated messages sent to Booking.com guests. If a message relies exclusively on WhatsApp or SMS, add email as a fallback.
Booking.com’s masked guest email address remains available for communication. Adding this option can help ensure guests receive essential arrival information even when their phone numbers are missing.
2. Request Guest Contact Details and Explain Why
Hotels can send guests a short form shortly after they book. The form should request a phone number, email address and preferred communication channel, along with the necessary consent.
Keep the form brief and easy to complete on a mobile device. Explain why the information is needed. For example, telling guests that their details will help the hotel send door codes and arrival instructions through WhatsApp provides a clear reason to respond.
Hotels can also incorporate these fields into their online check-in process.
3. Use WhatsApp After Guests Provide Their Numbers
Once guests share their phone numbers and agree to the proposed communication, hotels can send welcome messages through WhatsApp.
This allows hotels to resume communication through their preferred channel while respecting guests’ choices.
4. Encourage Guests to Initiate Contact
Hotels can include a WhatsApp link in pre-arrival emails and display QR codes at reception and in guest rooms.
When guests initiate a conversation, hotels can respond within WhatsApp’s 24-hour customer service window, subject to the platform’s messaging rules.
5. Monitor Two Key Metrics
Hotels should track two measures at each property: the proportion of Booking.com reservations with a phone number and the form completion rate.
If few guests complete the form, review the introductory wording first. A clear explanation of how the information will be used may encourage more guests to respond.
Handling Urgent Guest Requests
For urgent situations, such as a guest arriving outside the hotel at 1 am, staff can retrieve the guest’s phone number through the Booking.com Extranet.
However, hotels should avoid copying phone numbers across in bulk. This creates additional manual work and runs counter to the change’s stated aim of reducing the movement of guest data between systems.
Guest Consent Remains Essential
Collecting a phone number does not automatically grant permission to send marketing messages.
Hotels should obtain appropriate consent through their contact forms and distinguish service communications from promotional messages. This helps ensure that essential arrival information and marketing offers are handled separately.
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Editorial disclosure: This article is an independently written editorial analysis based on industry reoprting from eHoteliler and insights from Alisa Kholmov,Head of Marketing at Bookboost, Brussels Region, Belgium . The content has been rewritten and contextualised for editorial clarity and relevance.
