Booking.com released its Booking Messages interface,
which enables hotels and guests to communicate via a chat-like platform as soon
as a booking is made.
Expedia launched a similar tool in February.
According to parent company Priceline Group, any type of
conversation can be initiated via Booking Messages, but it has automatic templates
for some requests, like check-in and checkout times and questions about
The messaging platform is being rolled out to hotels in
phases so it can be integrated with the Pulse app, a mobile platform that keeps
hotels up to date with information about their property, like new bookings.
Customers can access Booking Messages in their
Booking.com app for Android and iOS. It is also available to them on
Booking.com’s desktop, mobile and tablet websites.
According to David Vismans, Booking.com's chief product
officer, “75% of our customers prefer self-service options to take care of simple
requests,” a preference now served by Booking Messages.