Hello!

Update: I have seen that some pre-stay mails TODAY have been delivered - at least they show up in the messaging history of the reservations in the booking.com extranet.
Clearly, something has changed since yesterday … has there been any feedback from booking?

Hope it stays that way, and hope that the mails are actually delivered with the links working to the guests real email inbox (haven’t verified that yet).

Regards,

JP:

Hello!

Our pre-stay mails are going through consistently now - hope you are seeing the same.

Let’s keep our fingers crossed that it stays that way.

@Mews Community Team  Thank you for your effort! Did you reach a conclusion with booking what happened ?

Regards,

Jean-Philipp.

Hi @j.spiess Jean-Philip, 

Nothing changed for us, still no pre-stay mails that are going through. Did you take any steps or was it resolved automaticly for you? 
Is it working for everybody else? 
 
Thanks in advance!

Kind regards,
Tim
Bell Hotel

I did not take any steps, besides contacting my booking.com account manager, who didn’t know anything and could not promise anything, and did not follow up on this issue with me… I just discovered yesterday that they show up again in the messaging history…

Strange …

Regards,
JP.

Hello everyone,

Thank you for your patience. Our contact at Booking.com is currently out of the office, and without her, getting help is significantly more challenging. Please know that we are still working on it and urging Booking.com to find a solution for this situation.

However, their official response states that any property experiencing difficulties, after having the domains and links whitelisted in the extranet, should reach out to their regional support.

I am sure you have already done this, but in case someone has not, please go ahead and contact Booking.com support and raise the ticket. It will be also help us push for faster solution. Our contact should be back next week, and we will follow up on this to find a solution.

Once we have it, we will get back to you and communicate it widely.

Thank you for your understanding,

Gabriela

Is anyone else using a a guest messaging system other than Mews SMS?

We have started with HiJiffy which is pre-arrival messaging mostly with whatsapp (SMS and then email as the backups), which is delivering the magic link for pre checkin however, no matter what, any OTA booking will not be able to get the link due to the fact that the guest has a b.com email address and is unable to get the magic link via b.com messaging. We have tried to whitelist, which still doesn’t work (even though Oaky links do). 

@Mews Community Team Have asked for this many times, but shouldn’t the magic link also allow guests to check in with their confirmation code and last name rather than just email? Wouldn’t this help out everyone? Wouldn’t a login page similar to airline check-in sites make more sense (Last name + date of arrival)?

Sorry if off topic but somewhat relevant topic. Would love to hear what everyone has to say about this.

Hi, I just solved it for our hotel, and all emails are flowing through to our guests who booked through booking.com.

1. Check your Sender address under Property → Guest Experience → Sender address. Even though ours was verified, it turned out we did not have the correct CNAME records with our DNS provider/domain host. 
2. Add a new SPF record in your DNS settings with the following value “v=spf1 include:sendgrid.net -all”. This shows that your domain aproves Sendgrid (email service that is being used by Mews) to send emails on your email domains behalf. 

Once both of this steps were done. It finally worked! It turns out booking.com was not the bad guy after all (but only in this case).

You might want to ask your IT department or domain admin to help out with this as messing with the DNS records can break your email, website and more. No use in contacting booking.com, at least we got no help at all besides a few comforting words. 

Pleased you’ve got it sorted ​@olaberg 

De afgelopen maanden heb ik aanhoudende problemen ondervonden met de communicatie met gasten via Booking.com. Soms ontvangen gasten een bericht dat een niet-werkende link bevat, en andere keren ontvangen ze helemaal geen bericht. Bovendien worden de automatische berichten van ons MEWS-systeem niet altijd afgeleverd.

Omdat telefoonnummers via Booking.com worden gedeeld, zijn we begonnen met het sturen van een WhatsApp-bericht naar elke gast. Helaas lijken sommige gasten deze berichten om de een of andere reden niet te lezen, waardoor ze midden in de nacht voor een gesloten deur aankomen. Omdat we een sleutelloos pand exploiteren, is er op dat moment niemand ter plaatse om hen te helpen.

Ik heb een aantal eerdere berichten gelezen van anderen die met soortgelijke problemen te maken hebben. Heeft iemand een betrouwbare oplossing voor dit probleem gevonden?

We do see some links sent to guest and some not. This does not make sense at all. At least 10-15% are received by our costumers. So very strange. 
​@j.spiess I have contacted our account manager and put a bit heat on it as you mentioned earlier. Might help but there was no outcome with the same situation using STRAIV x Protel before. Different systems same story