This is a Booking.com change for every connected PMS and channel manager, without exception, not an Aplus PMS error. Since 28 September 2026, Booking.com has stopped sharing guest phone numbers in new reservation data. Reservations still arrive as usual.
What changes in your reservations
You can still see the guest, stay dates and other booking details, but the phone field may be empty. The rule applies to every property connected through a PMS or channel manager. Updates and cancellations of older reservations also arrive without a number. Previously received phone numbers are not deleted retroactively by Booking.com.
You cannot turn phone sharing back on in Aplus PMS settings. If the booking is there but the number is missing, this alone is not a connection failure. If the entire booking is missing, investigate that separately.
Example: a guest arriving at an apartment
A guest books an apartment for Friday. The manager sees the reservation in Aplus PMS, but there is no phone number. If check-in instructions previously went by SMS or WhatsApp using the number from the booking, the guest might not receive them. Send the address and instructions through Booking.com chat in that reservation card instead.
How to contact the guest
To message a guest, use the integrated Booking.com chat in the Aplus PMS reservation card. You do not need their phone number for this.
We recommend not to rely on SMS and WhatsApp for automated guest communication. Move your check-in instruction templates to Booking.com chat: you can still send messages through it from Aplus PMS. If the guest uses the Booking.com app and has enabled notifications, they may receive a push notification. This lets you share important arrival details without needing their direct phone number.
If you need to call the guest or register their number for apartment access, find it in the Booking.com Extranet and enter it manually in the reservation card. Booking.com confirms that the number remains available in the Extranet but is no longer sent to connected PMS tools automatically.