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API connections (Direct Responses)

Updated

Benefits of the API connection

API connections help you manage your reviews more efficiently by enabling direct integration between TrustYou and your review providers. This connection allows you to:

  • Respond to reviews directly from your CXP Inbox.
  • Access more accurate and timely reviews shared by the providers themselves.
  • Avoid the need to log into third-party platforms, saving your team time and reducing complexity.

API connections are currently available for:

  • Google
  • Booking.com

Connection methods

When setting up API connections, you have two options in CXP:

1. Entity-level connection (Recommended)

Manage your integrations individually per entity using the Connections tab on the entity page. This is the most flexible option, as it allows you to:

  • Connect or disconnect entities independently.
  • Use different credentials for different properties.
  • Avoid impacting other entities in your organization if changes are needed.

This method is ideal for organizations with multiple brands, operators, or region-specific logins.

2. Organization-wide connection

This connects all entities under your organization using a single set of credentials via Settings > Review Providers. While faster for bulk setup, it is less flexible. Disconnecting one entity requires disconnecting all, which can cause disruption if only one property's access needs to change.

Setting up the Google integration

You can connect Google either from the entity's Connections tab or from Settings > Review providers.

Video

Step-by-step

  1. Go to the entity page and open the Connections tab, or go to Settings > Review providers.
  2. Click Connect next to the Google logo.
  3. Click Authorize via Google.
    Authorize via Google
  4. Choose the correct Google account with admin access to the hotel's Google Business Profile.
    Choose Google account
  5. You will be asked to allow TrustYou to manage your listings. Click Allow.
    Allow TrustYou
  6. Return to CXP or click Back to review providers.
    Back to review providers
  7. Refresh the page to see the connection. It can take up to 48 hours to reflect.
    Connection pending
  8. The connection will be shown once synced.
    Connection active

Setting up the Booking.com integration

You can connect Booking.com either from an entity's Connections tab or from Settings > Review providers.

Note: The Booking.com API connection only retrieves reviews from the last three years. Reviews older than three years are not shared by Booking.com via their API and will not appear in your Inbox for this source.

Video

Step-by-step

  1. Go to the entity page and open the Connections tab, or go to Settings > Review providers.
  2. Click Connect next to the Booking.com logo.
  3. Click Let's go! to begin the connection.
    Let's go

  4. Click Log in to Booking.com. You will be asked to log in with your admin.booking.com credentials. You must have admin access to the hotel in the Booking.com extranet.
    Log in to Booking.com

    Note: The Next button in CXP becomes available only after you click Log in to Booking.com, even if the connection was previously authorized. This step is always required.

  5. Inside Booking.com, click Go to Booking.com extranet. You will be taken to the provider access page.

  6. On the provider access page, grant TrustYou access to your reviews.

    Important: Make sure the "Guest reviews" checkbox is checked before continuing. This is the critical permission. Without it, the connection will not work.

    Once checked, click Select properties.

  7. Select the property you are granting access for and click Review Changes.
  8. Review the terms and click Connect (or Approve) to confirm.
  9. Return to CXP and click Next. If you already authorized TrustYou and closed the Booking.com tab, you can proceed directly to the LEID step.
    Back to CXP

  10. Enter the Legal Entity ID (LEID) of your Booking.com property.
    Enter LEID

    Note: The LEID is not the same as the property ID. Make sure you use the Legal Entity ID from your Booking.com extranet, not the property ID.

  11. Click Next to complete the connection.

Validating the connection on Booking.com

To confirm the connection was set up correctly, go to your Booking.com account menu and open the Connectivity provider page. You should see TrustYou listed as an active provider with access to Guest reviews.

If TrustYou does not appear or the Guest reviews permission is missing, repeat steps 5 to 8 above.

Managing integrations

You can disconnect an API connection at any time:

  • Disconnecting will stop new reviews from being fetched via API and disable direct responses.
  • The system will switch back to web crawling where available.
  • Once an API connection is active, all users with access to that entity in the organization can respond to reviews directly. No extra setup is needed per user.

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