Missing guest phone numbers? Here’s what’s changing across booking channels

Have you noticed guest phone numbers missing from your recent reservations?

Booking.com, Expedia, Agoda and Airbnb are changing how they share guest contact details with properties. Especially if you rely on SMS for door codes or check-in instructions, you may already have noticed the difference.

These changes come from the booking channels, not Sirvoy, and affect all property management systems and channel managers connected to them. We understand that they’re meant to protect guests from phishing, but we also know how important it is for you to reach your guests. That’s why we’re raising your concerns directly with the booking channels and pushing for practical solutions.

Here’s what’s changed and what you can do in the meantime.

At a glance

Booking channel	Guest phone numbers	Since
Booking.com	No longer shared	September 28, 2026
Expedia	Shared again, 14 days before check-in	October 12, 2026
Agoda	No longer shared	October 12, 2026
Airbnb	Temporary numbers for domestic stays in the US and Canada	From December 1, 2026

Last updated: October 14, 2026. We’ll add new changes here as they happen.

What’s changed with each booking channel?

Booking.com stopped sharing guest phone numbers with property management systems and channel managers worldwide on September 28, 2026. Numbers already saved in Sirvoy stay, but may disappear if a reservation is updated. Guest names, dates and room information still sync as usual, and the email address is the one Booking.com provides for the reservation, not the guest’s personal address. You can still find phone numbers in the Booking.com extranet and Pulse app, but there’s no setting in Sirvoy or Booking.com to share them automatically again.

Expedia has found a middle ground. Since October 12, 2026, it shares guest phone numbers with Sirvoy again, starting 14 days before check-in. For bookings made further ahead, the number arrives automatically 14 days before arrival; for later bookings, it’s there straight away. Connected systems, such as keyless entry, receive the update too, so there’s nothing to add manually. Numbers remain hidden in Expedia Partner Central.

Agoda has made a change similar to Booking.com’s. Since October 12, 2026, it no longer shares guest phone numbers with Sirvoy, but you can still reach guests by email using the address Agoda provides for each reservation.

Airbnb will give guests in the US and Canada who book in their own country a temporary phone number instead of their real one, starting December 1, 2026. Elsewhere, Airbnb keeps sharing real numbers for now. We’ll share what this means for your Sirvoy account well before December 1.

How could this affect your property?

Whether you send door codes by SMS, use automatic text reminders or like to call guests before they arrive, you might notice a difference:

• Self check-in: Door codes and digital keys sent by SMS may not reach guests without a phone number.
• Automatic SMS: Sirvoy can’t send text messages to reservations without a valid number.
• Calling guests: Reaching guests about late arrivals or last-minute changes may take an extra step.

This matters most for properties without a staffed reception. The good news is that email still works as usual, and bookings made through your own website aren’t affected.

What can you do to keep check-ins running smoothly?

1. Send arrival details by email. Sirvoy can still send automatic emails to the address Booking.com or Agoda provides for each reservation, which forwards them to the guest. For now, this is the most reliable way to share access details.
2. Use the booking channel’s messaging system. Booking.com, Expedia, Agoda and Airbnb provide ways to communicate with guests through their platforms. These can be useful alternatives when guest phone numbers aren’t available. Keep in mind that some channels may restrict links or attachments.
3. Check that your links are approved. If you send digital keys or instructions through a link, make sure its domain is on Booking.com’s approved links list, or the link may be blocked.
4. Put the important part first. Place door codes or access links at the start of your message so guests find them quickly.
5. Tell guests where to look. Add a line to your booking confirmation, such as: Your check-in instructions will be emailed to you before arrival. Please check your inbox, and your spam folder, before heading to the property. A similar note at your entrance can help too.
6. Find guest phone numbers in Booking.com. Guest phone numbers remain available in the Booking.com extranet and Pulse app for users with the appropriate permissions. You can use these tools to access guest contact information when needed.

Using keyless entry with Expedia bookings? Check with your provider that access codes are sent when a phone number arrives later, not only when the reservation is first created.

What is Sirvoy doing?

Because these changes apply to every PMS and channel manager, no single provider can switch phone number sharing back on. What we can do is speak up for our customers and help you adapt:

• Talking to Booking.com: We’ve raised the impact of missing phone numbers, particularly for properties using self check-in.
• Following up with Expedia and keyless entry partners: We’ve confirmed that Expedia’s phone numbers reach Sirvoy and are passed on to connected systems, and we’re in touch with our keyless entry partners about the changes.
• Preparing for Agoda and Airbnb: We’re looking at what these changes mean for Sirvoy and will update this article as we learn more.

If you have questions or need help adjusting your guest communication, our support team is always happy to help.