If guests booking through Booking.com are not receiving GuestStay emails or links, the most common cause is that the GuestStay domains have not been approved within the property's Booking.com Extranet messaging security settings.
Booking.com uses messaging security controls to help protect properties and guests from phishing and fraudulent payment requests.
Booking.com's messaging security feature removes any links that have not been explicitly approved.
Before you begin
You must have administrator access to the Booking.com Extranet.
You must have permission to manage Messaging Security settings in Booking.com.
If your property uses GuestStay links within Booking.com messages, the GuestStay domains must be approved in Booking.com.
Update your Booking.com messaging security settings
Sign in to your Booking.com Extranet.
Navigate to Property, then selec Messaging preferences.
Select Security settings.
Complete the required two-factor authentication verification.
In the Your approved links section, select Add a link.
Add the following GuestStay domains:
If adding multiple domains, select the + icon to add additional entries.
Select Add domain to save the approved domains.
Test your Booking.com guest communications to confirm that GuestStay links are now delivered correctly.
Troubleshooting
Booking.com help centre
If you want to find out more about this feature, or any other Booking.com security features please visit the Booking.com Help Centre.
GuestStay template issues
If GuestStay emails appear not to be working:
The issue may have existed previously but only become more visible following recent GuestStay communications, such as PIN code request emails.
Some properties may have custom Rezlynx templates that contain hardcoded GuestStay links.
Where available, properties should use the appropriate GuestStay tag within templates rather than manually hardcoding GuestStay URLs.
If links are still not being delivered
Check the following:
The GuestStay domains have been added exactly as listed above.
Block all links is not enabled within Booking.com Messaging Security settings.
The changes were saved successfully.
The user making the updates has administrator permissions in the Booking.com Extranet.