When you manage 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 helps provide guests with a better experience and increases trust in your property.
Starting June 2025, you’ll be able to set up and manage this information directly in Channel PRO, as long as you’re working with 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 one can have a specific role (e.g. invoicing, bookings, web content) and be assigned to one or more properties.
Having several well-defined contacts:
Makes internal management easier
Ensures that Booking.com knows who to contact in every situation
Can help improve guest satisfaction and your review scores
Available contact types
In Channel PRO you can create and assign different types of contacts:
General: main point of contact for the property (required)
Invoicing: contact for outstanding payments (required)
Contracts: for contractual matters
Bookings: for booking-related management
Availability: for availability inquiries
Web content: responsible for photos, descriptions, and content
Rates and pricing: in charge of rates and price adjustments
Guest requests: contact for special requests
Booking center: for properties that manage bookings from another location
General and Invoicing contacts are always required. Without them, you won’t be able to 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 Save.
Edit an existing contact
Go to the Contacts section.
Find the contact you want to update.
Click the pencil icon.
Edit the necessary information and save your changes.
Assign roles and properties to a contact
Return to the main Contacts page.
Click Add to set the contact types.
Select the required contacts (General and Invoicing).
Enable more roles if you want to apply other contact types.
Click Assign to link the contact to one or more properties connected with Booking.com.
Save your changes.
Configuration from the property profile
In each property’s profile, you’ll see the assigned contact group.
You can’t edit from here, but you can access the general contact settings via a direct link to make changes.
Property activation
When you activate a property as new on Booking.com from Channel PRO, you’ll have an extra field to select the contact group you’ve set up beforehand.
Pay attention to the details
If you’re working with a partial connection, changes to contacts won’t sync automatically. They’ll only be sent when creating a new hotel; any later changes must be made in the Booking.com extranet.
General and Invoicing contacts are always required. Without them, you won’t be able to complete the configuration.
Best practices
Keep your contacts’ email addresses and phone numbers up to date to avoid communication delays.
Assign a clear person in charge for each area (e.g. pricing, web content).
If you manage multiple properties, organize contacts into groups to make assignment easier.
Quick checklist
☑ Create at least one general contact and one invoicing contact
☑ Complete all required fields (name, language, position)
☑ Assign specific roles for each area
☑ Link contacts to the relevant properties
☑ Update the information in the extranet if you’re working with a partial connection
Frequently asked questions
What happens if I don’t set up a general or invoicing contact?
You won’t be able to activate the property as new 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 people responsible for bookings.
Are changes to contacts always reflected on Booking.com?
Only with a full connection. With a partial connection, you’ll need to update them manually in the extranet.
Can I delete a contact?
Yes, from the contacts section in Channel PRO, as long as it’s not assigned as required.
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.