TLDRs;
- Smart Messenger and Auto-Reply improve communication between Booking.com partners and guests using AI-driven automation.
- AI Trip Support and Voice Tools give travelers 24/7 assistance, from booking help to real-time customer service.
- AI Rental Helper and Flight Summaries simplify car hire and flight searches for global users.
- Booking.com’s AI push reflects a broader shift toward agentic, conversational systems that redefine digital travel planning.
Booking.com has unveiled a powerful set of AI-driven innovations designed to enhance the way accommodation partners and guests interact.
The new tools, Smart Messenger and Auto-Reply, are part of the company’s expanding suite of generative AI (GenAI) features aimed at transforming the travel experience.
Both tools were developed to create faster, more efficient, and more intuitive communication flows. Smart Messenger uses real-time data from partners, properties, and reservations to automatically generate relevant responses, while Auto-Reply allows hosts to set instant, customizable answers for frequently asked guest questions. These features save time for accommodation providers and ensure travelers receive accurate information without delay.
Early trials showed a 73% boost in partner satisfaction, underscoring the growing appetite for AI-driven solutions in travel management. Auto-Reply is now available globally, while Smart Messenger has rolled out to partners in the U.S., U.K., Australia, and New Zealand, as well as English-language users worldwide.
AI Support Becomes a Travel Companion
Booking.com is doubling down on AI integration throughout its ecosystem. As 89% of travelers express interest in using AI to plan future trips (according to the company’s Global AI Sentiment Report), the platform is meeting that demand head-on with a wave of smart, contextual tools.
Its AI Trip Support feature acts as a 24/7 virtual assistant, providing instant answers to customer queries and helping users modify bookings independently. If a traveler asks, “Does the hotel have parking?” the system instantly retrieves the property’s data to offer an accurate response. For more complex cases, the AI hands over the chat to a live customer service agent who receives full context of the inquiry, minimizing wait times.
Currently active across the U.S., U.K., France, Germany, Italy, Spain, the Netherlands, Australia, New Zealand, and Singapore, this tool reflects Booking.com’s commitment to round-the-clock support through conversational AI.
Voice and Car Rental Assistance Reinvented
The company is also introducing AI Voice Support, which enables users to manage reservations simply by speaking. Travelers can say, “I need to cancel my reservation,” and the AI system immediately pulls up booking details to guide them through the process. Available on English and German support lines, the tool is being tested for Spanish and Italian integration.
Meanwhile, the AI Rental Helper simplifies one of the trickiest parts of travel, car rentals. The feature answers queries on payment methods, insurance, and pickup requirements, allowing for a smoother rental experience. Currently available in English, the system will expand to six additional languages by year’s end.
Smarter Flights, Seamless Journeys
Rounding out the AI upgrade is the new AI Flight Search Summaries feature. Instead of browsing endless flight listings, users now receive a concise comparison of travel times, costs, and layovers, making decision-making far more efficient. The function is live in English-language markets, with expansion planned for 2026.
James Waters, Chief Business Officer at Booking.com, said,
“These first agentic AI tools mark a milestone for us. Together with our GenAI features, we’re moving toward a truly personalized, seamless platform that empowers travelers and partners alike.”
This announcement follows Booking.com’s integration with ChatGPT, where users can browse and book accommodations directly within the chatbot, further bridging the gap between conversational AI and real-world travel planning.
