Which subject should I select when I'm sending a message via the ‘Inbox' tab?

The inbox in your extranet offers a quick and convenient way of getting in touch with us. You’ll find your local support number and a list of frequently asked questions on the right-hand side of your messages.

Click on ‘Compose new message’ to write to us. We aim to get back to you within 48 hours, so to keep things quick and simple, please make sure you choose the right subject from the drop-down menu.

Messages can have one of the following subjects:

BookingSuite: This is a service we offer to properties who’d like to have their own website created, or re-designed. If you’re interested in this product, or have any questions, please use this subject.

Contracts: If you have questions related to your agreement with Booking.com, you need a new contract to be created, or your property is undergoing a change of ownership.

General enquiries: Anything that doesn’t fall into one of the other categories listed here.

Invoices and credit control: You can contact our Credit Control Team regarding your invoices, or payments.

Photos and descriptions: If you have questions regarding the photos on your page, or you need to make changes to any of your texts, send a clear message explaining which updates need to be made.

Policies: If you want to make changes to your payment or cancellation policies, this will direct your message to the right support team. You can also ask about extra beds, prices/beds for children, parking or internet policies.

Prices: Use this subject line if you want to find out more about the rates or deals on your page.

Reservations: Do you have questions about the booking process? Use this subject line and a member of the team will respond to your query.

However, if you have a question about a specific, existing reservation, it’s best to get in touch with our Customer Service Team on the local number listed on the right-hand side of your inbox. 

Restrictions: If you need advice on which restrictions to set up for bookings, for example, the minimum length of stay, we can give you guidance on this. Please note that we advise to add as few restrictions as possible, as this can limit your visibility online.

Rooms: We always refer to your units as a ‘room’, whether it’s a three-bedroom villa, or a single bed in a dormitory. You’ll see this term used throughout the system and you can select this as a subject when you need to contact us regarding changes, settings, facilities, or questions about one of your units.

Reviews: You can contact our Reviews Team to discuss a specific comment from a guest, or regarding your reply to a review. Please see this article for more information.

Help with sales: If you feel you need help with getting more bookings, or setting the right prices, our commercial team will get in touch with you with some sales suggestions.

Back to Home Back to Partner Forum