When you send messages through Guest Engagement, some online travel agencies (OTAs) may block your emails if the sending domain isn't on their approved sender list.
To ensure your Guest Engagement communications are not blocked and reach guests who booked through OTAs such as Booking.com and Expedia, you need to whitelist the Guest Engagement email domain ('guestjoy.com' by adding it to your connected OTAs' approved lists.
For outgoing Guest Engagement emails, guests will see the email has been sent from the domain 'propertyname@guestjoy.com' (this was previously 'propertyname@guestjoyemail.com').
Add the Guest Engagement domain and your email to OTAs' approved lists
Different OTAs have different steps for whitelisting email addresses and domains. Below are steps for Booking.com and Expedia.
Booking.com
To allow your Guest Engagement messages to reach your Booking.com guests:
For a single property:
Log in to your Booking.com extranet.
Go to Property > Messaging preferences > Security settings.
Complete the two-factor authentication process.
Click Add an email address and enter '@guestjoy.com'.
Click Add email address to save.
For multiple properties:
Log in to your Booking.com group account.
Select one property from your dashboard.
Go to Property > Messaging preferences > Security settings.
Complete two-factor authentication.
Add '@guestjoy.com' as an approved domain.
Click Apply to all properties to use these settings across all properties.
Confirm by clicking Apply to all properties in the confirmation window.
See the full guide on Booking.com here.
Expedia
To allow your Guest Engagement messages to reach your Expedia guests:
Log in to Expedia Partner Central.
Go to Guest Relations.
Click Message Centre.
Click Settings.
Add '@guestjoy.com' to the Authorised email addresses section.