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Whitelisting domains in Booking.com

To reach Booking.com guests reliably by email, you need to tell Booking.com which address Runnr.ai sends from and which link domains Runnr.ai uses. It takes about 10 minutes per property.

Booking.com never shares a guest's real email address with you. Each reservation gets a masked address ending in @guest.booking.com, and Booking.com relays whatever you send to it. While relaying, Booking.com screens the message: an unrecognised sender can be blocked, and links to unrecognised domains can be removed or disabled. You may also see a warning about an unapproved sender in your Extranet.

Runnr.ai treats that masked address like any other email address. Pre-arrival messages, check-in links and links to your guest chat all pass through Booking.com's screening, so they only arrive intact once you've approved your sending address and link domains.

What you need before you start

- Admin access to the Booking.com Extranet for every property you want to set up. These settings are per property, not per account.
- Your own sending domain set up and verified in Runnr.ai. Runnr.ai always sends guest emails from your domain, so finish this first; if you change it later, you'll have to repeat the Extranet steps.
- The exact sender address, this will be noreply@[your domain.your toplevel domain]

Setup

 1. Get your exact Runnr.ai sending address

Booking.com approves full addresses, not just domains, so you need the exact one. Runnr.ai sends from the address you set up on your own domain, this will be noreply@[your domain.your toplevel domain] If you run several brands or properties with different senders, list them all.

2. Approve the sender in the Extranet

Repeat this for each property.

1. Log in to the Booking.com Extranet.

2. Go to Property → Messaging preferences → Security settings.

3. Add the Runnr.ai sending address from step 1, exactly as written.

4. Add any additional sender addresses you use.

 3. Approve the Runnr.ai link domains

An approved sender isn't enough: Booking.com screens links separately. In the same security settings, add these domains to the trusted links list:

  • Your own domain, e.g. `yourhotel.com` 

  • Runnr.ai

 

Good to know

  • Per property. Approving Runnr.ai for one property doesn't cover your other properties.

  • No guarantee. Approval improves delivery, but Booking.com decides what reaches the guest and can change its filtering at any time.

  • Limited visibility. Because Booking.com relays the email, you can't see whether the guest opened it.

  • Masked addresses expire. Booking.com stops relaying after the stay, so post-stay messages to that address may not arrive.

FAQ

What if we change our sending domain or address? 
Approve the new address in every property's Extranet and add the new domain to the trusted links. Booking.com doesn't carry the old approval over.
Can I just add the domain instead of the full address? 
Add the full sending address. Booking.com checks senders by address.
Why do I have to approve links separately? 
Booking.com screens senders and links independently. An approved sender can still have its links stripped, which is why guests sometimes get the email but no working link.
We have several brands. Is one setup enough? 
No. Approve every sender address you use, in every property's Extranet.
Does this affect WhatsApp or web chat? 
No. This only applies to email sent to Booking.com's masked addresses and the links inside those emails. WhatsApp and the web chat aren't screened by Booking.com.