
STR Unpacked
Your Text Flow Just Broke
Booking.com stopped sending guest phone numbers to connectivity providers on Monday 28 September. If you run units through a channel manager or a property management system, it is worth checking today rather than next week. From Booking's own connectivity changelog: "The Reservations API no longer includes phone numbers of guests globally as of September 28, 2026." The migration guide, dated 23 September, is wider than that line suggests. From 28 September all new reservation payloads omit the number, including payloads for past-dated bookings, modifications and cancellations. Numbers already in your system are not deleted, but you cannot pull one again. Four things that matter operationally. It depends on your integration. On the OTA specification the telephone element is removed from the payload. On B.XML the element stays and arrives empty. Those are different failures, and an empty field is the shape that can overwrite a number you already hold. Ask your provider which specification you are on and what they tested. Less stops than you would think. Text messages, WhatsApp and phone calls stop. Guest messaging does not, and the guest email alias is still present in the very example payloads Booking uses to show the phone number gone. The replacement channel has a limit worth knowing about. Booking's own help page says PDFs and QR codes are not supported as attachments in the chat, and that to share a PDF you should use the email alias. If you deliver door codes or parking permits as a PDF or a QR image, that is the thing to fix this week. The number itself is a manual lookup now, in the Extranet or the Pulse app, one booking at a time. Two honest notes. This was short notice, not no notice: Booking published it to operators on 21 September and to developers on 23 September. And it does not touch you at all if you work only in the Extranet and take no connectivity feed. One open question I would like answered. Booking says only accounts with permission to manage reservations and to view guest contact details can see the number. The access rights article it links to does not list a guest contact details permission at all. Your check-in automation just moved to a channel that will not carry a QR code. If you are connected to Booking, open a booking your system took in since Monday, not an arrival for next week, and check the phone field in your own system. What did yours show?

