When managing a property on Booking.com, having clear and up-to-date contacts is essential. This not only ensures smooth communication with the portal but also enhances the guest experience and boosts confidence in your property.
From June 2025, you will be able to configure and manage this information directly in Channel PRO, provided you have a full connection.
What are contacts and what are they for?
Contacts are the reference people associated with your property or group of properties. Each can have a specific role (e.g., invoicing, bookings, web content) and be assigned to one or more properties.
Having several well-defined contacts:
Facilitates internal management
Ensures that Booking.com knows who to contact in each situation
Can help improve guest satisfaction and your review scores
Types of available contacts
In Channel PRO, you can create and assign different types of contacts:
General: main point of contact for the property (mandatory)
Invoices: contact for outstanding accounts (mandatory)
Contracts: for contractual matters
Bookings: for booking-related management
Availability: for availability inquiries
Web content: responsible for photos, descriptions, and content
Prices and rates: in charge of rates and price adjustments
Guest requests: contact for special requests
Booking center: for properties managing bookings from another location
The General and Invoices contacts are always mandatory. Without them, you cannot complete the configuration.
Step by step: how to create a new contact
Go to Channel PRO → Portals in the side menu.
Click on Configure Booking.com.
Select the Contacts tab.
Click on View list → Create.
Fill in the required fields (name, language, position, etc.).
Click on Save.
Edit an existing contact
Go to the Contacts section.
Find the contact you want to update.
Click on the pencil icon.
Modify the necessary details and save the changes.
Assign roles and properties to a contact
Return to the main Contacts page.
Click on Add to set the contact types.
Select the mandatory contacts (General and Invoices).
Enable more roles if you wish to apply other contact types.
Click on Assign to link the contact to one or more properties connected with Booking.com.
Save the changes.
Configuration from the property profile
In each property's profile, you can see the group of assigned contacts.
Editing is not possible from here, but you can access the general contact settings via a direct link to make changes.
Activation of a property
When you activate a property on Booking.com from Channel PRO, you will have an additional field to select the contact group you have previously configured.
Attention to details
If you work with partial connection, changes to contacts are not automatically synchronized. They will only be sent when creating a new hotel; any subsequent modifications must be made in the Booking.com extranet.
The General and Invoices contacts are always mandatory. Without them, you cannot complete the configuration.
Best practices
Keep your contacts' emails and phone numbers up to date to avoid communication delays.
Define a clear person responsible for each area (e.g., pricing, web content).
If you manage multiple properties, organize contacts into groups to simplify assignment.
Quick checklist
☑ Create at least one general contact and one for invoices
☑ Complete all required fields (name, language, position)
☑ Assign specific roles according to each area
☑ Link contacts to the corresponding properties
☑ Update the information in the extranet if you work with partial connection
Frequently asked questions
What happens if I don't configure a general or invoice contact?
You will not be able to activate the property on Booking.com from Channel PRO.
Can I have multiple contacts of the same type?
Yes. You can create more than one contact per category, for example, several booking managers.
Do changes to contacts always reflect on Booking.com?
Only with a full connection. With a partial connection, you must update them manually in the extranet.
Can I delete a contact?
Yes, from the contacts section in Channel PRO, as long as it is not marked as mandatory.
Where can I see the contacts assigned to a property?
In the property profile within Channel PRO, although editing is done from the general settings.