Why are my messages not being sent?

When using booking.com's messaging platform and Hotshub Inbox, you may have noticed that some of your messages are not being sent. This is because booking.com has implemented a safety feature that prevents messages containing links to other pages from being sent. Including direct URLs in messages is often essential for property managers to share information effectively. Policies around URL usage vary across platforms, with some channels allowing URL inclusion while others, like Booking.com, impose restrictions to ensure security.

Why does booking.com have this safety feature?

Booking.com has implemented this safety feature to protect its users from potential scams and malicious links. By preventing messages with links from being sent, booking.com is ensuring the safety and security of its users. This approach aligns with industry standards for minimizing risks associated with spam and fraudulent activities, thereby upholding the integrity of the communication process.

Are external website links allowed?

Booking.com's guidelines do not allow you to send guests messages that contain links to external websites, and messages including such links are treated as not permitted. When a message with a blocked link is sent, it fails the channel's security filters (error: "Message content failed to pass security filters").

Links that are generally accepted in messages include Google Drive links and PDF links. Other external links must be whitelisted in the Booking.com extranet before they can be sent. If a whitelisted link is still being blocked, make sure the link is entered in the extranet exactly as it appears in Hosthub, and contact Booking.com about the blocked link. Emails and links can only be sent after a booking has been confirmed — they will not be sent for booking inquiries or requests.

How can I ensure my messages are sent?

To ensure your messages containing URLs are sent through Booking.com's platform, you can whitelist the URLs through the Booking.com extranet by following these steps:

If you have one property:

• Log in to the extranet.
• Navigate to Property > Messaging settings > Security settings.
• Complete two-factor authentication if prompted.
• Click on Add a Link and input the URL to whitelist.
• For additional URLs, click on +.
• Click Add domain to finalize.

If you have multiple properties:

• Log in to your group account in the extranet.
• Select a property from the home page menu.
• Navigate to Property > Messaging settings > Security settings.
• Complete two-factor authentication if required.
• Click on Add a Link to input the URL for whitelisting.
• Use + for additional URLs.
• Click on Add domain to save.
• To apply the settings across all properties, click Apply to all properties and confirm in the pop-up window.

The changes will now be applied to all properties.

Updated on: 03/09/2026