Manage messages guide
Implement complete messaging workflows using the Messaging API — sending messages, retrieving conversations, handling auto-replies, and troubleshooting.
Introduction
Use the Messaging API to send and retrieve messages between guests and properties.
This guide walks you through sending messages, fetching the latest replies, confirming delivery, and accessing conversation histories. These steps help you integrate the messaging flow into your platform.
Before you start
This guide assumes you have:
✓ Complete the Messaging API quick guide
✓ Access to your sandbox environment.
✓ A valid API key token and your X-Affiliate-Id.
All Messaging API requests must be authenticated with Demand API v3.1 credentials.
How messaging works
Message flow
Here's a simple flow on how messaging works:
| Participants | Action |
|---|---|
 | 1. Traveller (guest) - Creates an order or sends a request via Booking.com app or email. |
 | 2. Accommodation (property) - Receives order confirmation, guest messages, or facility requests in Booking.com Extranet messaging centre. |
 | 3. Partner (you) - Retrieves conversations and messages programmatically via the Messaging API. |
Message timing rules
Messaging availability is restricted to specific timeframes based on reservation status:
| User type | Send window | Read window |
|---|---|---|
| Guests | From booking → 66 days post-checkout/cancellation. | Until 66 days post-checkout/cancellation. |
Accommodation | From booking → 7 days post-checkout/cancellation. If guest sends a message: +14 days to reply. | (Same as guests) |
| All Users | Messages readable up to 1 year after checkout or cancellation. |
Full messaging scenarios
The following sections cover step-by-step use cases:
Welcome message
Use case 1 – Learn how to retrieve a conversation for a new booking, poll messages through the API, and send a reply to the accommodation.
Open the guide
Request and rejection
Use case 2 – Learn how to send a request message (for example, for an extra bed or parking) and handle the automatic rejection reply through the API.
Open the guide
Next steps
After completing these workflows, you can:
- Integrate automated responses into your system.
- Monitor conversations and ensure all messages are confirmed.
- Explore advanced features such as attachments and conversation history.
- See the Manage attachments guide to learn how to send/download images.
- Review best practices to align your messaging flows.
- Refer to our General error handling guide for error troubleshooting.