Overview
Conversations is a new place in Amenitiz to read and reply to your guest messages, starting with Booking.com. It shows each message next to the guest's booking, so you have everything you need to reply without switching screens.
Next to every conversation you can see:
Who the guest is: name, email and phone
What they booked: dates, room, occupancy and any balance still owed
Your notes and their stay history
Conversations is in Beta. It sits alongside your usual OTA Inbox, so you can use whichever you prefer.
Before you start
Your property is connected to Booking.com. Conversations currently shows your Booking.com messages.
Conversations is in Beta and is being rolled out gradually, so it may not appear in every account yet.
The search field is being rolled out gradually as well, so it may not be in your account yet.
Step-by-step instructions
Open Conversations
Go to
Messaging→Conversationsin the left menu.
Read your list of conversations
On the left, you will find your conversations. Each one shows the guest's name, the date of the last message, and a preview of that message. Select a conversation to open it.
Find a conversation
At the top of your conversation list, click the search field (
Search guests or messages) and type the guest’s name.
The list below narrows as you type. Search covers your property’s full message history, including past stays.
Type at least three characters. You can also search by the guest’s email address. Accents are ignored, so Munoz finds Muñoz.
Clear the field to return to your full list, ordered by the most recent message. The conversation you have open stays open.
Read a conversation
In the centre, you can see the full message history with the guest. Messages from Booking.com are labelled with their source and the time they were sent.
See the guest and booking details
On the right, the panel shows the context for the conversation you have open:
Guest details: name, email and phone
Reservation: check-in and check-out dates, reservation number, room and number of guests
Payment status: the amount and whether it is Paid or Unpaid, along with the booking source
Latest note: the most recent note saved on the reservation
Stay history: the guest's past and upcoming stays
Click View Reservation to open the full booking.
Reply to a guest
At the bottom of the conversation, click
Write a reply, type your message and send it.
Your reply reaches the guest through Booking.com, the same as it would from your OTA Inbox.
Important
Conversations and your OTA Inbox show the same Booking.com messages. A reply sent from either one reaches the guest the same way.
Conversations does not replace your OTA Inbox. You can keep using whichever works best for you.
For now, Conversations covers your Booking.com messages. Support for more channels is on the way.
FAQs
Why do I see the same messages in Conversations and in my OTA Inbox?
Why do I see the same messages in Conversations and in my OTA Inbox?
Conversations and your OTA Inbox are two views of the same Booking.com messages. You can read and reply from either one, and your reply reaches the guest the same way.
Do I have to stop using my OTA Inbox?
Do I have to stop using my OTA Inbox?
No. Conversations does not replace your OTA Inbox. Both remain available, and you can use whichever you prefer.
Which messages appear in Conversations?
Which messages appear in Conversations?
For now, Conversations shows your Booking.com messages. Support for more channels is on the way.
Can I reply to guests directly from Conversations?
Can I reply to guests directly from Conversations?
Yes. Use Write a reply at the bottom of the conversation. Your reply is delivered to the guest through Booking.com.
Where can I see how much a guest still owes?
Where can I see how much a guest still owes?
The guest and booking panel on the right shows the payment status, including the amount and whether it is Paid or Unpaid.
Why can't I see Conversations in my account?
Why can't I see Conversations in my account?
Conversations is in Beta and is being rolled out gradually. It appears under Messaging then Conversations once it is available for your account and your property is connected to Booking.com.
Does replying in Conversations change anything on the booking?
Does replying in Conversations change anything on the booking?
No. Conversations is for messaging only. To manage the booking itself, click View Reservation to open the full reservation.
How do I find an older conversation?
How do I find an older conversation?
Use the search field at the top of your conversation list and type the guest’s name. Search covers your property’s full message history, including past stays.
Why is my search not finding anything?
Why is my search not finding anything?
Type at least three characters — shorter terms do not filter the list. Search matches the guest’s name and email address, not the text inside messages. If nothing matches, No conversations found appears; check the spelling, or clear the field to return to your full list.