The most likely reasons a Booking.com automated message has not been sent as scheduled are:
- Platform Message
- If a platform message shows as "Sent" but does not appear in your Inbox, this indicates that it was sent by email instead of channel platform because the listing is not properly connected. Follow these steps to check your connection.
- Email Message
- The guest email address is missing in the reservation. Update the guest contact information on the Reservation Detail page from the Timeline or Calendar. To reschedule the message after the email has been added, follow the steps here.
- The message template "Subject" field is blank. Follow the steps here to update the template.
- The message was paused manually by a user. Follow the steps here to unpause and reschedule the message.
- SMS Text message
- The guest phone number was not imported with the reservation. Update the guest contact information on the Reservation Detail page from the Timeline or Calendar.To reschedule the message after the phone number has been added, follow the steps here.
- If your SMS text message includes a shared public URL shortener it may have been filtered by the carrier. See here for more details.
- All message types
- If a message related to auto payments was not sent, see here to troubleshoot why an auto charge was not collected.
- If you were expecting to send an Auto Review or Auto Reply message, these are only available for Airbnb.