The Messaging API acts as a communication bridge between travellers and accommodation partners, enabling structured communication through conversations associated with an accommodation and, where applicable, a reservation.
The Messaging API is currently available to selected partners as part of an early-access pilot.
- The API is under active development and may change during the pilot.
- Access is currently limited to selected pilot affiliate partners.
- If you are not part of the pilot, you cannot access this API collection.
- The documentation and API reference may be updated regularly.
Check the Changelog for the latest updates.
The Messaging API is an additional service to the Demand API that facilitates structured communication between guests and accommodation partners through conversations associated with an accommodation and, where applicable, a reservation.
It supports sending and retrieving messages, retrieving conversation history and exchanging file attachments.
| Feature | Description |
|---|---|
| Two-way messaging | Send messages to an existing conversation and retrieve messages sent by the guest or accommodation partner. |
| Conversation context | Associate messages with an accommodation and, where applicable, a reservation. |
| Conversation retrieval | Retrieve a conversation using an accommodation ID together with either a conversation ID or a reservation ID. |
| Message synchronisation | Retrieve the latest messages and confirm their receipt. |
| File attachments | Upload files, include attachment IDs in messages, retrieve attachment metadata and download attachments. |
The Messaging API is intended for existing Demand API affiliate partners that want to integrate guest and accommodation communication into their own systems, on top of Demand API integrations.
Access to the Messaging API is currently limited to selected pilot affiliate partners.
The Messaging API enables partners to:
✅ Send messages to existing conversations using /messages/send.
✅ Retrieve the most recent messages using /messages/latest.
✅ Confirm message receipt using /messages/latest/confirm.
✅ Retrieve a conversation using /messages/conversations.
✅ Upload and manage message attachments using the attachments endpoints.
For endpoints that target a specific conversation, provide the accommodation ID together with either a conversation ID or a reservation ID, as required by the endpoint.
Integrating the Messaging API into your system can help you:
| Benefit | Description |
|---|---|
| Scalability | Centralise and automate guest communication so your teams can manage more conversations and reservations efficiently. |
| Improved guest experience | Provide timely and relevant communication throughout the post-booking journey, helping build trust and confidence. |
| More efficient customer service | Reduce avoidable customer service contacts by making booking information and accommodation communication available through your own systems. |
| Data and insights | Use structured messaging data, such as message timestamps and conversation history, to monitor communication workflows and identify opportunities for improvement. |
| Integrated partner services | Connect messaging workflows with booking-management systems, CRM platforms, customer-service tools or other partner systems. |
The Messaging API supports communication between accommodation partners and guests through existing conversations.
Partners can retrieve messages sent by the accommodation or guest, display them in their own systems and send replies through the API.
A typical accommodation-to-guest flow is:
- The accommodation sends a message through Booking.com or another connected accommodation system.
- The partner retrieves the message through the Messaging API using /messages/latest.
- The partner confirms receipt using /messages/latest/confirm.
- The partner displays or forwards the message through its own communication channel.
- If a reply is needed, the partner sends a message to the conversation using /messages/send.
Common accommodation messages may include:
| Topic | Examples |
|---|---|
| Welcome information | Greetings, booking confirmation details and information about the upcoming stay. |
| Special requests | Replies to requests about beds, rooms, parking or other arrangements. |
| Amenities and facilities | Information about Wi-Fi, kitchen facilities, air conditioning, laundry or accessibility features. |
| Local information | Recommendations or information about nearby attractions, restaurants, shops and activities. |
| Charges and taxes | Information about deposits, payment methods or tourist and city taxes. |
Example of welcome message sent via the Booking.com platform:
A typical guest-to-accommodation flow is:
- The guest sends a message through Booking.com.
- The partner retrieves the message using /messages/latest.
- The partner confirms receipt using /messages/latest/confirm.
- The partner processes the request in its own system.
- The partner replies through the same conversation using /messages/send.
Common guest messages may include:
| Topic | Examples |
|---|---|
| Check-in details | Estimated arrival time, early or late check-in requests, self check-in instructions and key collection information. |
| Directions and transport | Directions to the accommodation, parking availability and airport transfer information. |
| Booking questions | Questions about dates, guest details, cancellation terms or refund policies. |
| Amenities and services | Questions about Wi-Fi, kitchen facilities, air conditioning, laundry or accessibility features. |
| Special requests | Requests for baby cots, extra beds, dietary requirements, celebrations or nearby rooms. |
| Local recommendations | Questions about nearby attractions, restaurants, shops and activities. |
| Payment and charges | Questions about accepted payment methods, deposits or tourist and city taxes. |
Depending on the integration and communication setup, messages may be available to guests, accommodation partners and affiliate partners through different channels.
| Participant | Example channels |
|---|---|
| Guest | Booking.com app or website, email notifications, or a partner-provided communication channel. |
| Accommodation partner | Booking.com Extranet, accommodation messaging tools, email notifications, or connected property-management systems. |
| Affiliate partner | Your own platform or messaging system, using the Messaging API to retrieve, confirm and send messages. |
The exact channels available depend on the partner integration and the communication setup. The Messaging API endpoints allow partners to:
- Retrieve messages using /messages/latest or /messages/conversations.
- Confirm message receipt using /messages/latest/confirm.
- Send replies using /messages/send.
- Exchange files using the attachment endpoints.
Partners are responsible for processing Messaging API responses and displaying or forwarding messages appropriately in their own systems.
Partners should:
- Process messages returned by /messages/latest.
- Store message IDs when necessary to detect duplicate messages.
- Confirm messages after successfully processing them.
- Handle attachment IDs and file content according to their own security and data-retention requirements.
- Handle API errors and retry requests according to the general Demand API guidance.
| Endpoint | Use it to |
|---|---|
| /messages/send | Send a message to an existing conversation. You can optionally include attachment IDs returned by /messages/attachments/upload. |
| /messages/latest | Retrieve the most recent messages. By default, up to 100 messages are returned in reverse chronological order. |
| /messages/latest/confirm | Confirm receipt of messages returned by /messages/latest. Confirmation is required in order to receive new messages from /messages/latest. |
| /messages/conversations | Retrieve a conversation using an accommodation ID together with either a conversation ID or a reservation ID. |
| Endpoint | Use it to |
|---|---|
| /messages/attachments/upload | Upload a file to be used as a message attachment. The response returns an attachment ID. |
| /messages/attachments/metadata | Retrieve metadata for an attachment, including its file name, file type and file size. |
| /messages/attachments/download | Retrieve the base64-encoded content of an attachment. |
Use the following resources to learn more about the Messaging API: