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This article describes what the Roomdoo team has verified in real tests in October 2026, by sending emails to Booking.com reservations and checking them in the extranet, in the guest’s Booking app and in their inbox. It is not based on official Booking.com documentation, which doesn’t describe this behaviour, and it may change without notice.
The screenshots show the Spanish version of the extranet. Menu names may vary slightly depending on your language.

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Key points

  • Booking.com doesn’t give you the guest’s real email but an intermediate address (…@guest.booking.com). What you send to that address reaches the guest in two ways: first in Booking’s messaging, instantly and as plain text, and then in their email, with the full design.
  • In the messaging, buttons stop being clickable. Web addresses written out as text can still be tapped, as long as their domain is authorised.
  • None of this works unless you have authorised Roomdoo in your extranet. Do that first: Booking.com: authorise Roomdoo’s emails and links.

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First channel: Booking’s messaging

As soon as Roomdoo sends the email, it appears in the reservation’s conversation:
  • For the guest, in the Booking app and website (Inbox).
  • For you, in the extranet (Inbox → Reservation messages) and in the Pulse app.
Booking.com extranet inbox with the list of reservation conversations
What we saw in the messaging:
  • Booking turns the email into plain text. The text is readable, but design, images and buttons are lost. “Do online check-in” shows up as text, without a link.
  • Web addresses written as text do work. If the email includes the full address (for example https://yourhotel.roomdoo.com/…), it shows up as a link in the guest’s app and can be tapped.
  • Links to domains that aren’t authorised are replaced with [link removed]. This happens, for example, with the link to the hotel’s website if you haven’t added it to your approved links.
  • Booking adds a warning telling the guest to be careful when clicking links.
  • Long lines are wrapped at around 80 characters.
  • In your extranet, web addresses show as plain text without a link. That’s expected: the guest is the one who needs to tap them.
Roomdoo confirmation email converted into plain text in the reservation conversation

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Second channel: the guest’s email

Booking also forwards the email to the guest’s real address:
  • It arrives with the full design: logo, images and buttons.
  • Links to authorised domains work and go straight to their destination. Links to domains that aren’t authorised arrive as [link removed], as in the messaging.
  • The sender is a Booking address in your property’s name (for example “Your hotel via Booking.com”).
  • Booking adds a reply line at the top and a notice that the content is the property’s responsibility.
  • It doesn’t arrive at the same time as the message. In our tests it took from a few minutes to over an hour.

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If the guest replies

The reply goes back through Booking: you’ll see it in the reservation’s conversation, in the extranet or in Pulse. It doesn’t reach the reply-to address you have set in Roomdoo.

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Recommendations

1

Authorise Roomdoo

Add notifications@roomdoo.com and roomdoo.com in Messaging preferences → Security settings. Without this step, Booking doesn’t deliver the emails or removes the links. Step by step: authorise Roomdoo’s emails and links.
2

Also authorise your website if you link to it

If your messages or Booking templates link to your property’s website, also add your domain under Your approved links. Otherwise it will show as [link removed].
3

Review your Booking auto-replies

If you have automatic messages in Booking (for example, a welcome message when someone books), the guest receives them together with Roomdoo’s. Check Messaging preferences → Auto-replies and Template scheduler so they don’t overlap.

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Common cases

They’re looking at it in Booking’s messaging, where buttons don’t work. They can open the email that arrives afterwards, where the button works, or tap the web address if the message includes it written out.
The email arrives later than the message, sometimes much later. If it still hasn’t arrived after a few hours, ask them to check their spam and make sure your authorisation is complete.
Replies go back through Booking. Check them in the reservation’s conversation, in the extranet or in Pulse.

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When to contact support

  • You have authorised notifications@roomdoo.com and roomdoo.com and your Booking.com guests don’t receive any message from Roomdoo.
  • In the email (not the messaging), Roomdoo’s links still show as [link removed].

Booking.com: authorise Roomdoo's emails and links

Booking.com: who collects payment for your reservations

Guest details sent by the OTAs

The auto check-in link doesn't work