Booking no longer sends the guest's phone number to your PMS: what to do now
From 28 September 2026, new Booking reservations reach your channel manager and PMS without the guest's phone number. The number is still in the Extranet and Pulse, and here is what to adjust before your next arrivals.
From 28 September 2026, Booking.com no longer sends the guest's phone number to the systems connected to it. If you receive Booking reservations through a channel manager or PMS, new reservations now arrive without a number. If you call guests or message them on WhatsApp before arrival to sort out keys and arrival times, that means one extra step, and it already applies to reservations coming in these days.
what exactly changed
Booking announced the change in its official documentation for technical partners. The guest's phone number has been removed from the reservation data sent to connected systems:
- globally, for all properties, not just new partners
- for new reservations, modifications and cancellations
- with no change to the rest of the data: dates, price, guest name and reservation processing stay the same
Numbers that reached your system before 28 September are not deleted. So the problem affects everything booked or modified since that date.
In the documentation, Booking gives a better partner experience and more careful handling of data as the reason. Software providers for hosts (Smoobu, NextPax) link the change to a rise in fake WhatsApp and SMS messages reaching guests.
where you can still see the number
The number hasn't disappeared, you just no longer get it automatically. It is still available:
- in the Booking Extranet, on the reservation page (there is an option to show the phone number)
- in the Pulse app, with the reservation details
You can also message the guest there. Booking doesn't share the guest's private email address anyway, only an anonymous alias, so Booking's messaging system is now the most reliable channel to the guest until arrival.
who it affects
If you only view reservations in the Extranet or Pulse, almost nothing changes for you. The change hits those who work from an external system (a channel manager or PMS, including Livvi when it is connected to Booking) and are used to the guest's number already being attached to the reservation. If your automatic messages or reminders go to a phone number, they have nowhere to go for new Booking reservations.
There is no direct cost, but there is more work: for every reservation where you need the number, you have to open the Extranet or wait for the guest to reply, and you will feel it when you hand over keys in person.
what to do
- Check reservations received since 28 September and see which ones have no phone number.
- For guests you need to call, look up the number in the Extranet or Pulse.
- Send your first message to the guest through Booking (Extranet or Pulse) and ask them to confirm their arrival time.
- Adjust templates and automations that rely on the phone number for Booking reservations.
- Tell guests in your first message which channel you will use to communicate, so they can more easily spot a fake message arriving from an unknown number.