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How to approve UpMarket emails and links in Booking.com

Booking.com is restricting the guest phone numbers shared through its connected systems. For affected reservations, WhatsApp may be unavailable until the guest provides their number directly.

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Written by Fábio Ferreirinha

Overview

If you already use UpMarket to message guests directly on Booking.com, you can continue doing so. If you rely on WhatsApp, email can provide an alternative when a guest’s phone number is unavailable, provided it’s enabled in your UpMarket setup.

Booking.com’s security settings can block unapproved email senders and remove unapproved links. This guide explains what to check so your check-in links, arrival instructions and other guest messages can pass through those settings.

Which settings do I need to check?

  • If you use direct Booking.com messaging through UpMarket: approve the link domains used in your messages.

  • If you send emails to guests’ Booking.com alias addresses: approve both UpMarket’s email sender and the link domains. This also applies when email is used as a fallback for WhatsApp.

  • If you use both: complete both steps.

These settings do not apply to WhatsApp messages or emails sent directly to a guest’s personal email address.

Already set this up? Check that the relevant entries are present for every property. You don’t need to add them again.

Before you start

  • You need a Booking.com extranet login with permission to manage messaging security settings. If you don’t have access, ask your account administrator to complete the setup.

  • Booking.com may ask you to complete two-factor authentication before accessing or saving these settings.

  • UpMarket support can guide you, but the changes must be made by someone authorised on your Booking.com account.

What to approve

Links

Approve these domains for both direct Booking.com messages and emails sent through Booking.com:

  • upmarket.be — short links for check-in, arrival instructions and the guest app.

  • welcome.upmarket.cloud — full-length guest app links, including those used in upsell emails.

Depending on your setup, also add:

  • weblinks.yacan.pro — if you use Yacan locks and send guests eKey links.

  • Other domains linked in your messages — for example, your website, a map service or a video-hosting site.

Enter each domain separately, rather than a full booking-specific link. You don’t need to approve every guest’s individual check-in link.

Email sender — if you use email

Approve:

  • @upmarket.cloud — UpMarket’s guest email sender domain.

This is needed when UpMarket sends emails to a Booking.com alias address, such as [email protected]. Those emails pass through Booking.com before reaching the guest.

You do not need email sender approval for messages sent directly through your PMS’s Booking.com messaging connection.

Set up one property

  1. Log in to your Booking.com extranet and select the property.

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

    Booking.com security settings regarding messages | Rental Ninja Help Center

  3. Complete any authentication requested.

  4. Under Your approved links, click Add a link, enter upmarket.be and click Add domain.
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  5. Repeat for welcome.upmarket.cloud and any additional domains used in your messages.

  6. Check that Block all links is switched off.
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  7. If you use email: click Add an email address and enter @upmarket.cloud. Also check that Block all email communication is switched off.
    ​

  8. Save your changes and check that the entries appear in the approved lists.

Approving these entries allows them through these settings. Messages remain subject to Booking.com’s other security checks.

Set up several properties

If your group account has an Apply to all properties option:

  1. Select a property and complete the setup above.

  2. Click Apply to all properties.
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  3. Review the settings and properties shown, then confirm.

  4. Check that the entries were applied to the other properties.

If this option isn’t available, complete the setup separately for each property.

When adding a new property, check its settings too. Don’t assume it inherits the approvals from your existing properties.

After saving

Check that the required entries are saved on each relevant property.

If you were troubleshooting a blocked message, resend it after correcting the settings and confirm that the guest receives it with working links. A Sent status in UpMarket does not, by itself, confirm that the guest received the message.

These changes do not enable email or change your messaging automations in UpMarket. If you’re unsure whether email is configured as a fallback for WhatsApp, contact our support team.

Troubleshooting

UpMarket shows “Sent”, but my guest hasn’t received the email

If the message was sent to a Booking.com alias address, check that:

  • @upmarket.cloud is approved on the correct property.

  • Block all email communication is switched off.

After correcting the settings, resend the message. If it still doesn’t arrive, contact us through the chat in UpMarket with the booking ID.

For urgent arrival information, use another available contact channel.

A link was removed from my message

Check that the domain of the removed link is approved on the correct property and that Block all links is switched off.

Remember to approve any additional domains used in the message, such as Yacan eKey links, maps or videos.

This applies to both emails passing through Booking.com and direct Booking.com messages. Sending the same unapproved link through Booking.com chat may not resolve the issue.

I approved the domains, but links are still being removed

Check that each entry:

  • Matches the domain used in the message.

  • Contains the domain rather than a full booking-specific link.

  • Was saved on the correct property.

Booking.com’s other security checks may still restrict a message or link. If the settings look correct, send us the booking ID and affected message through the chat in UpMarket. Booking.com support may need to investigate restrictions on its side.

I can’t find Security settings or save my changes

Ask your Booking.com account administrator to check your permissions or complete the setup. Complete any two-factor authentication Booking.com requests.

It works for some properties but not others

Approved lists are configured per property. Check the affected properties individually, or use Apply to all properties if available, then verify the changes.

Frequently asked questions

I already approved my PMS. Do I need to approve UpMarket too?

If UpMarket sends emails to your guests’ Booking.com alias addresses, approve UpMarket’s sender as well.

If you only use direct Booking.com messaging, you don’t need to approve UpMarket’s email sender. You still need to approve the UpMarket link domains used in your messages.

My messages already arrive. Do I need to change anything?

If the relevant senders and link domains are already approved for every property, no changes are needed.

Does this restore guest phone numbers or WhatsApp messaging?

No. These settings concern emails and links passing through Booking.com. They do not restore access to guest phone numbers.

Where do guest replies appear?

Replies in the Booking.com conversation are available in the Booking.com extranet and Pulse app.

Whether they also appear in UpMarket’s Comms Hub depends on your connected PMS and messaging integration. Contact us if you’re unsure about your setup.

For Booking.com’s own instructions, see All about our messaging security settings.

Need help? Contact our support team through the chat in UpMarket.

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