Contact channels with your guests

Direct call or email

We will share your property’s contact information with the guest once they have successfully made a booking. This will include a phone number and email address (if available, based on your registered property information on Agoda). If they contact you, then you are free to reply.

Sample guest hotel voucher contact information:

Agoda Customer Messaging System

Agoda Customer Messaging System is a messaging platform that enables you to interact with guests. To enable this setting, please contact us for further assistance.

How to check and reply to messages

Guest messages before booking

Customers browsing on Agoda’s website will see the below pop-up on the property page, inviting them to connect to the property if they have any inquiries before making a booking.

Inquiries submitted by customers before making any booking will be sent directly to the email address registered on YCS. The email address of the guest will be masked using this system. You may reply to the email as with any other email. Your replies will be sent to the customer at their registered email address.

Guest messages after booking

Guests will have an inbox section on their Agoda profile through which they can communicate with the property. Any message from the booked guest will be visible on:

1. YCS Hermes chat page: This feature allows you to receive or reply to customer messages and create response templates for efficient replies.

  • Templates are created and used separately based on each hotel ID.
  • You can create templates in whatever language is used in YCS; messages sent from Hermes are translated to the customer language when they are sent as an email.
  • YCS Hermes chat page is not available in the YCS app yet.

2. In YCS>Bookings>View Bookings>search for booking and select Contact guest. You can check for a guest message, reply to the guest, or start a conversation with the guest. You can also click to send an email to guest as well.

3. By email

The message the customer sends to you will also be sent to your email as per your settings on the YCS Contacts page. You can simply reply to the email. If the message is a special request from a customer, you can also use the One-Click reply function to send a response on your behalf, as shown below:

  • Here is how each response looks when you select each reply:

  • Sensitive data, including credit card numbers, will be redacted.
  • Documents cannot be attached to emails but URL links to documents may be included. (You can host the document with an online cloud storage provider, e.g. Google Drive, Dropbox, One Drive)

If you haven’t replied within 16 hours, an email reminder will be sent to you.

Contacting Agoda customer service

Guests may reach out to Agoda’s customer service team for any inquiry related to bookings or special requests. Agoda’s customer service team may contact you for further follow-up via phone or email.

If you don’t have the Agoda messaging system activated yet, you may also reach out to Agoda customer service to relay your message to the guest via email or phone on your behalf. You can find our contact information on the hotel confirmation voucher’s bottom section.


1. I am unable to see the guest’s information on my hotel voucher. I need the information to contact the guest. How can I find it?

Due to compliance with the Data Protection Act, we are unable to directly share the guest’s information with properties. Instead, we have prepared a safe platform where you may connect with the guest using the Agoda Customer Messaging system. If this is not yet enabled, you may reach out to Agoda Accommodation Support team to enable it.

2. I am unable to type in my phone number on Agoda Customer Messaging system for the guest to contact me. What should I do?

The Agoda Customer Messaging system does not allow any card/personal information details to be shared, for security reasons. If you need the guest to contact you directly, you may instruct them to use the phone number listed on their booking confirmation voucher. If your phone number or email address needs to be updated, kindly update it on YCS contact first, and then contact us to update it in the voucher.

3. The guest is not responding to the messages I sent via the messaging system. Is there any other way I can communicate with the guest?

You may reach out to the Agoda Customer Service team to forward your message to the guest. This will also depend on the guest’s responsiveness to our emails and calls.