Learn what changed when Booking.com stopped sharing guest phone numbers, how it affects your Hostaway account, and the recommended workarounds.
Overview
Booking.com has stopped sharing guest phone numbers with connectivity providers, including Hostaway. Starting September 28, 2026, phone numbers are removed from the reservation data that Booking.com sends to Hostaway via API.
This is a Booking.com decision that applies to all connectivity partners and property management systems, not only Hostaway.
Important: Booking.com removed the guest phone number from the API, but not from the Booking.com Extranet. You can still find the guest's phone number in the Extranet or in the Pulse app.
What this means in Hostaway
Hostaway continues to work exactly as it did before for reservations that did not include a guest phone number. The difference now is that a guest phone number will not be available for Booking.com reservations.
Because the phone number field is empty, features that rely on it may behave differently:
- Message templates: Any template that uses the
{{guest_phone}}field will render blank. - SMS automations: Automations configured to send by SMS will fail when there is no phone number. Automations that have no channel or email alternative for the same event may be lost.
- Check-in information sent by SMS only: Automations that deliver door codes, arrival forms, or arrival instructions only by SMS are affected.
- Door codes based on phone digits: Templates that reference the last digits of the guest's phone number (for example, "last 4 digits") will no longer work.
- WhatsApp / Twilio: Reservations will no longer be matched by phone number.
- Inbox, Webhooks, and Public API: The guest phone number will be returned or sent as
null.
How to get the guest's phone number
Since Booking.com no longer sends phone numbers to Hostaway, use one of the following options:
- Hostaway Guest Portal / Online Check-in form: Send the guest the Guest Portal link so they can complete their details, including contact information. This is the recommended approach.
- You can send the Guest Portal link automatically in an automation using the
{{guest_portal_url}}field.
- You can send the Guest Portal link automatically in an automation using the
- Hostaway Unified Inbox: Continue messaging guests through the channel. Guests receive messages directly in the Booking.com chat or app, so you can communicate without an external phone number.
- Booking.com Extranet or Pulse app: Look up the guest's phone number directly in the Booking.com Extranet or the Pulse mobile app.
This is not a sync issue
If you notice that guest phone numbers are missing from new or updated Booking.com reservations, this is an intentional Booking.com privacy and security measure, not a Hostaway sync error.
Recommended actions
- Review your message templates and automations that use
{{guest_phone}}. - For automations that send check-in information by SMS only, add a channel or email alternative so the guest still receives the information.
- Update any door code instructions that rely on the last digits of the guest's phone number.
- Encourage guests to complete the Guest Portal so you collect their contact details directly.
- Note: Booking.com may block the Guest Portal link in messages unless you adjust the messaging security settings in the Booking.com Extranet.
FAQ
Did Booking.com remove phone numbers completely? Booking.com removed guest phone numbers from the API, not from the Extranet. You can still find the number in the Booking.com Extranet or the Pulse app.
Can I still message Booking.com guests? Yes. The messaging flow continues to work normally via API.
Does this affect other property management systems? Yes. Because this is an API-level change from Booking.com, it affects all connectivity partners and PMS, not only Hostaway.