Hospitality business strives on effective guest communication. One of the fundamentals of enhancing and attaining a positive guest experience is an effective hotel guest communication system.
Hospitality business strives on effective guest communication. One of the fundamentals of enhancing and attaining a positive guest experience is an effective hotel guest communication system.
Picture this: As a hotelier or a client service representative, you might have encountered an avoidable escalation due to a delayed response. For instance, a prospect who called your hotel to check for room availability or a guest who requested an onsite restaurant reservation failed to get an immediate update from your staff.
Not a good impression, right?
Oftentimes, your front desk is either short-staffed or overwhelmed with other pending requests. Hence, a slightly delayed response might create a negative thought in the minds of your prospect or guest, ultimately leading to an unpleasant experience.
To avoid this, it’s highly recommended you incorporate WhatsApp as one of your guest communications to streamline operations and increase efficiency.
With over 2 billion monthly active users and growing as of 2024, WhatsApp has been the most popular messaging application globally. Moreover, a report states that 29% of hoteliers have finally invested in guest messaging software. Hence, it’s even more prevalent today than ever before.
In this article, we will cover how WhatsApp can help hotels drive guest engagement and will also talk about…
So, If you want to take your guest communication to the next level. Read on to know more!
As per a Meta survey, 87% of businesses reported revenue increase after adopting WhatsApp as their communication channel. One of the primary reasons is the 98% open rate of WhatsApp messages. This implies that offering a seamless communication channel where customers are most receptive, builds customer retention and boosts hotel ratings, thereby increasing revenue.
With that in mind, let’s proceed to more about WhatsApp and it’s significance.
Hospitality business strives on effective guest communication. One of the fundamentals of enhancing and attaining a positive guest experience is an effective hotel guest communication system. Here are the reasons why you must incorporate WhatsApp for guest communication.
Owing to it’s global usage in over 100 countries, WhatsApp is the most preferred mode of communication. International tourists often prefer a WhatsApp message than incurring roaming charges to communicate with your hotel prior to their arrival. Whatsapp communication also allows the guests to update your staff real-time, about any discrepancies or delays.
Unlike traditional channels, WhatsApp API offers additional features such as multi-user access, automated responses, collecting in-app payments, etc. For instance, multi-user access allows any one of the staff members to acknowledge an urgent query by a guest and act upon it. This assures the guest that their message has been well received and will be resolved soon.
There is often a lack of clear communication among the staff members of different departments. For instance, a guest requested a vegan meal from the front desk manager at the onsite restaurant. However, the request wasn’t communicated by the front desk to the restaurant manager, and ultimately to the chef. A unified WhatsApp API inbox allows staff members from different departments to communicate internally to avoid such situations.
Even after the issue is resolved, requesting real-time feedback ensures that you are still willing to do more to make the guest’s stay a comfortable one. Moreover, real-time updates on the system also let you assess whether it’s a recurring issue that previous guests have faced before. You can then ascertain the root cause and resolve it accordingly.
Most importantly, you must get a green tick verification by getting your business account verified by Meta. Amidst the rising cases of scams, verifying your business builds trust among your prospects and guests. An individual ideally won’t object to share their personal details with you, If your account is verified.
Now let’s have a look at how can WhatsApp help you drive guest engagement.
Suppose a prospect comes across your promotional campaign embedded with WhatsApp, either on Facebook or Instagram. By clicking on ‘Send Message’ or ‘Click to WhatsApp’, the widget will redirect them to your WhatsApp account and contact your team. Additionally, a click-to-chat link mentioned in your social channels’ bio section, will enable your prospect to contact you directly.
Imagine you have several guest check-ins today. Sharing a well-detailed pre-arrival plan with each guest will certainly take a lot of time. Instead, creating a broadcast channel listing the details of respective guest's check-in procedures, property directions, special offers, on-site restaurants, etc. will help you send out bulk messages at once.
As per a Salesforce report, 65% of consumers expect an immediate response when they contact a business. It’s even more prevalent in the hospitality industry. Either owing to staff shortage or peak season, a prospect’s or guest's query might go unanswered. The usage of business AI trained to answer generic queries will provide a prompt response and also allow your staff to focus on other complex tasks.
You can automate and send reminders to the guests about their reserved add-on services such as spa appointments, recreational activities, etc. Updating the guest a couple of hours before their reserved services allows them enough time to get ready for their pre scheduled services.
Until now we have understood the importance (why) and implementation (how) of WhatsApp Bussiness to drive guest engagement. It is now time to uncover the best practices. So, let’s explore!
Segment your guest list based on their preferences, booking history, etc. with the help of your existing hotel management software. Segmentation will help you to categorise and gain a complete understanding of your varied client profiles. This will help you automate and upsell your offers based on the specific client persona.
WhatsApp Catalog is another feature that allows you to showcase your services directly to your prospects within WhatsApp. For instance, you can showcase your hotel’s room categories and it’s facilities, gaming or entertainment area, tour recommendations, etc. on WhatsApp without having the guest click on an external link.
Oftentimes, your client might not be aware of certain special deals or discounts that your hotel is offering. Hence, automating the process and upselling your services at every stage of your guest journey is highly essential. This creates a positive impression of your hotel in the guest’s mind, increasing the chance of them leaving a positive online review.
Either your marketing team is at an event promoting your hotel or there is a print ad in the newspaper or magazine. Mentioning a QR code for WhatsApp Business at such touchpoints can attract potential guests to contact your hotel. It is one of the most convenient ways of WhatsApp marketing for hotels at a large scale with minimal investment.
WhatsApp message templates save you time and are an easy way to personalise your guest communication. However, it’s important to categorise the templates based on the different stages of your guest journey.
Here is a list of three primary guest touchpoints followed by the WhatsApp message templates.
Note: The template is only for your quick reference. You must customise it as per your requirements.
The pre-arrival guest message taps on the initial guest journey touchpoint which is quite crucial. Being attentive and responsive to your guest's queries before their arrival assures them they will have a memorable stay.
‘Hi [Guest Name], thank you for considering our hotel [Hotel Name] for your stay. We have received your enquiry as per the following details.
[Check in date] to [Check out date]
[No of guests]
[Room category name] - [No of rooms]
We shall get back to you with the room availability. In the meantime, check out our ancillary services of the property from the catalogue option.”
“Hi [Guest Name]. Great news! We have the rooms available as per your requested details. Please refer to the PDF for the quotation. However, please note that room availability is subject to change.
Contact us on the below-mentioned number If you want us to proceed with the booking. Also, let us know If you have any other questions or requests. We hope to hear from you soon!”
“Hi [Guest Name], you recently enquired at our hotel [Hotel Name] for a stay on the following dates [check-in date - check-out date].
Here is a limited-time offer for your preferred dates and room type. Please let us know If you are still considering to book your stay with us. Rooms are available at the moment (subject to change). Nonetheless, we hope to hear from you soon!”
“Hi [Guest Name], thank you for your confirmation. Your payment has been successfully received for your stay at our hotel [Hotel Name]. Please let us know If you have any additional requests that you would like us to accommodate.
We can’t wait to welcome you soon.”
“Hi [Guest Name], Thank you for choosing our hotel [Hotel Name] for your stay. Your booking for the following dates [check-in date] to [check-out date] is confirmed! Here is your Booking Confirmation Voucher for your reference.
Please reach out to the contact number mentioned below If you have any questions or special requests.”
“Hi [Guest Name], we are reaching out to update you about your upcoming stay at our hotel [Hotel Name] for the following dates [check-in date] to [check-out date].
Kindly let us know If you need a pick-up from your arrival point to the hotel. We offer cab services at discounted rates. Kindly select the ‘Connect now’ option. Our representative will reach out to you soon.”
The second touch point in the guest's journey is during their stay at your hotel. An ‘in-stay guest’ or ‘during the stay’ WhatsApp template is a gentle nudge to check whether the guests are enjoying their stay at your hotel.
“Welcome [Guest Name], your check-in at our hotel [Hotel Name] is scheduled for today, i.e. [check-in date]. Please refer to the check-in procedure attached herewith.
We appreciate it If you could share your estimated arrival time for us to ensure you have a smooth check-in process. We can’t wait to welcome you!”
“Hi [Guest Name], to enhance your stay at our hotel [Hotel Name] for you. We have some amazing special offers on our in-house spa centre, fitness service, VIP lounges, etc. Please refer to the brochure attached.
Let us know If you would like to opt for any of these?”
A post-stay guest template is the last touch point in the guest’s journey. We must thank the guests for choosing to stay with us, hoping they had a memorable time. We must ask for their feedback and suggestions.
“Hi [Guest Name], we hope you enjoyed your stay at our hotel [Hotel Name]. Your checkout is scheduled at [check-out time]. Kindly let us know If we need to arrange a drop at your departure point or any other last-minute requests.
Kindly select the ‘Connect now’ option. Our representative will reach out to you soon.”
“HI [Guest Name], we hope you had a wonderful time at our hotel [Hotel Name]. We would love to know your thoughts or suggestions about your stay at our hotel.
We would appreciate If you could please take a moment to fill out the feedback form. Your feedback is extremely valuable to us. Thank you!”
Before you decide whether to invest to opt for WhatsApp Business or WhatsApp API, you must evaluate what your hospitality business currently requires. Here are a few determining factors.
Let us understand the definitions and differences between the apps.
Definition: WhatsApp Business is recommended for small business owners and is free to download and use. Whereas, WhatsApp API is built for medium to large-sized businesses and comes with it’s relevant applicable fees.
Difference: Unlike, WhatsApp Business, which offers you only a single-use access, WhatsApp API offers unlimited user access. Moreover, WhatsApp API allows you to install chatbots, automate messages, get a verified green tick, sell end-to-end services, collect in-app payments, add clickable buttons, etc. WhatsApp Business doesn’t offer these additional features.
Considering the several limitations of a WhatsApp Business. Once the volume of your business grows, it’s recommended you invest in WhatsApp API.
Here is a quick overview of the advantages of implementing Hospitality specific WhatsApp marketing software as opposed to generic software
Here are the top 10 countries in accordance with the monthly active users on WhatsApp.
Adoption of WhatsApp Business or integration of WhatsApp API with your in-house system not only enhances guest communication but also attracts more customers due to the ease of use of accessibility.
Don’t miss out on elevating your guest experience, by offering a seamless communication channel with the adoption of WhatsApp as your guest communication strategy.
Hospitality business strives on effective guest communication. One of the fundamentals of enhancing and attaining a positive guest experience is an effective hotel guest communication system.
Picture this: As a hotelier or a client service representative, you might have encountered an avoidable escalation due to a delayed response. For instance, a prospect who called your hotel to check for room availability or a guest who requested an onsite restaurant reservation failed to get an immediate update from your staff.
Not a good impression, right?
Oftentimes, your front desk is either short-staffed or overwhelmed with other pending requests. Hence, a slightly delayed response might create a negative thought in the minds of your prospect or guest, ultimately leading to an unpleasant experience.
To avoid this, it’s highly recommended you incorporate WhatsApp as one of your guest communications to streamline operations and increase efficiency.
With over 2 billion monthly active users and growing as of 2024, WhatsApp has been the most popular messaging application globally. Moreover, a report states that 29% of hoteliers have finally invested in guest messaging software. Hence, it’s even more prevalent today than ever before.
In this article, we will cover how WhatsApp can help hotels drive guest engagement and will also talk about…
So, If you want to take your guest communication to the next level. Read on to know more!
As per a Meta survey, 87% of businesses reported revenue increase after adopting WhatsApp as their communication channel. One of the primary reasons is the 98% open rate of WhatsApp messages. This implies that offering a seamless communication channel where customers are most receptive, builds customer retention and boosts hotel ratings, thereby increasing revenue.
With that in mind, let’s proceed to more about WhatsApp and it’s significance.
Hospitality business strives on effective guest communication. One of the fundamentals of enhancing and attaining a positive guest experience is an effective hotel guest communication system. Here are the reasons why you must incorporate WhatsApp for guest communication.
Owing to it’s global usage in over 100 countries, WhatsApp is the most preferred mode of communication. International tourists often prefer a WhatsApp message than incurring roaming charges to communicate with your hotel prior to their arrival. Whatsapp communication also allows the guests to update your staff real-time, about any discrepancies or delays.
Unlike traditional channels, WhatsApp API offers additional features such as multi-user access, automated responses, collecting in-app payments, etc. For instance, multi-user access allows any one of the staff members to acknowledge an urgent query by a guest and act upon it. This assures the guest that their message has been well received and will be resolved soon.
There is often a lack of clear communication among the staff members of different departments. For instance, a guest requested a vegan meal from the front desk manager at the onsite restaurant. However, the request wasn’t communicated by the front desk to the restaurant manager, and ultimately to the chef. A unified WhatsApp API inbox allows staff members from different departments to communicate internally to avoid such situations.
Even after the issue is resolved, requesting real-time feedback ensures that you are still willing to do more to make the guest’s stay a comfortable one. Moreover, real-time updates on the system also let you assess whether it’s a recurring issue that previous guests have faced before. You can then ascertain the root cause and resolve it accordingly.
Most importantly, you must get a green tick verification by getting your business account verified by Meta. Amidst the rising cases of scams, verifying your business builds trust among your prospects and guests. An individual ideally won’t object to share their personal details with you, If your account is verified.
Now let’s have a look at how can WhatsApp help you drive guest engagement.
Suppose a prospect comes across your promotional campaign embedded with WhatsApp, either on Facebook or Instagram. By clicking on ‘Send Message’ or ‘Click to WhatsApp’, the widget will redirect them to your WhatsApp account and contact your team. Additionally, a click-to-chat link mentioned in your social channels’ bio section, will enable your prospect to contact you directly.
Imagine you have several guest check-ins today. Sharing a well-detailed pre-arrival plan with each guest will certainly take a lot of time. Instead, creating a broadcast channel listing the details of respective guest's check-in procedures, property directions, special offers, on-site restaurants, etc. will help you send out bulk messages at once.
As per a Salesforce report, 65% of consumers expect an immediate response when they contact a business. It’s even more prevalent in the hospitality industry. Either owing to staff shortage or peak season, a prospect’s or guest's query might go unanswered. The usage of business AI trained to answer generic queries will provide a prompt response and also allow your staff to focus on other complex tasks.
You can automate and send reminders to the guests about their reserved add-on services such as spa appointments, recreational activities, etc. Updating the guest a couple of hours before their reserved services allows them enough time to get ready for their pre scheduled services.
Until now we have understood the importance (why) and implementation (how) of WhatsApp Bussiness to drive guest engagement. It is now time to uncover the best practices. So, let’s explore!
Segment your guest list based on their preferences, booking history, etc. with the help of your existing hotel management software. Segmentation will help you to categorise and gain a complete understanding of your varied client profiles. This will help you automate and upsell your offers based on the specific client persona.
WhatsApp Catalog is another feature that allows you to showcase your services directly to your prospects within WhatsApp. For instance, you can showcase your hotel’s room categories and it’s facilities, gaming or entertainment area, tour recommendations, etc. on WhatsApp without having the guest click on an external link.
Oftentimes, your client might not be aware of certain special deals or discounts that your hotel is offering. Hence, automating the process and upselling your services at every stage of your guest journey is highly essential. This creates a positive impression of your hotel in the guest’s mind, increasing the chance of them leaving a positive online review.
Either your marketing team is at an event promoting your hotel or there is a print ad in the newspaper or magazine. Mentioning a QR code for WhatsApp Business at such touchpoints can attract potential guests to contact your hotel. It is one of the most convenient ways of WhatsApp marketing for hotels at a large scale with minimal investment.
WhatsApp message templates save you time and are an easy way to personalise your guest communication. However, it’s important to categorise the templates based on the different stages of your guest journey.
Here is a list of three primary guest touchpoints followed by the WhatsApp message templates.
Note: The template is only for your quick reference. You must customise it as per your requirements.
The pre-arrival guest message taps on the initial guest journey touchpoint which is quite crucial. Being attentive and responsive to your guest's queries before their arrival assures them they will have a memorable stay.
‘Hi [Guest Name], thank you for considering our hotel [Hotel Name] for your stay. We have received your enquiry as per the following details.
[Check in date] to [Check out date]
[No of guests]
[Room category name] - [No of rooms]
We shall get back to you with the room availability. In the meantime, check out our ancillary services of the property from the catalogue option.”
“Hi [Guest Name]. Great news! We have the rooms available as per your requested details. Please refer to the PDF for the quotation. However, please note that room availability is subject to change.
Contact us on the below-mentioned number If you want us to proceed with the booking. Also, let us know If you have any other questions or requests. We hope to hear from you soon!”
“Hi [Guest Name], you recently enquired at our hotel [Hotel Name] for a stay on the following dates [check-in date - check-out date].
Here is a limited-time offer for your preferred dates and room type. Please let us know If you are still considering to book your stay with us. Rooms are available at the moment (subject to change). Nonetheless, we hope to hear from you soon!”
“Hi [Guest Name], thank you for your confirmation. Your payment has been successfully received for your stay at our hotel [Hotel Name]. Please let us know If you have any additional requests that you would like us to accommodate.
We can’t wait to welcome you soon.”
“Hi [Guest Name], Thank you for choosing our hotel [Hotel Name] for your stay. Your booking for the following dates [check-in date] to [check-out date] is confirmed! Here is your Booking Confirmation Voucher for your reference.
Please reach out to the contact number mentioned below If you have any questions or special requests.”
“Hi [Guest Name], we are reaching out to update you about your upcoming stay at our hotel [Hotel Name] for the following dates [check-in date] to [check-out date].
Kindly let us know If you need a pick-up from your arrival point to the hotel. We offer cab services at discounted rates. Kindly select the ‘Connect now’ option. Our representative will reach out to you soon.”
The second touch point in the guest's journey is during their stay at your hotel. An ‘in-stay guest’ or ‘during the stay’ WhatsApp template is a gentle nudge to check whether the guests are enjoying their stay at your hotel.
“Welcome [Guest Name], your check-in at our hotel [Hotel Name] is scheduled for today, i.e. [check-in date]. Please refer to the check-in procedure attached herewith.
We appreciate it If you could share your estimated arrival time for us to ensure you have a smooth check-in process. We can’t wait to welcome you!”
“Hi [Guest Name], to enhance your stay at our hotel [Hotel Name] for you. We have some amazing special offers on our in-house spa centre, fitness service, VIP lounges, etc. Please refer to the brochure attached.
Let us know If you would like to opt for any of these?”
A post-stay guest template is the last touch point in the guest’s journey. We must thank the guests for choosing to stay with us, hoping they had a memorable time. We must ask for their feedback and suggestions.
“Hi [Guest Name], we hope you enjoyed your stay at our hotel [Hotel Name]. Your checkout is scheduled at [check-out time]. Kindly let us know If we need to arrange a drop at your departure point or any other last-minute requests.
Kindly select the ‘Connect now’ option. Our representative will reach out to you soon.”
“HI [Guest Name], we hope you had a wonderful time at our hotel [Hotel Name]. We would love to know your thoughts or suggestions about your stay at our hotel.
We would appreciate If you could please take a moment to fill out the feedback form. Your feedback is extremely valuable to us. Thank you!”
Before you decide whether to invest to opt for WhatsApp Business or WhatsApp API, you must evaluate what your hospitality business currently requires. Here are a few determining factors.
Let us understand the definitions and differences between the apps.
Definition: WhatsApp Business is recommended for small business owners and is free to download and use. Whereas, WhatsApp API is built for medium to large-sized businesses and comes with it’s relevant applicable fees.
Difference: Unlike, WhatsApp Business, which offers you only a single-use access, WhatsApp API offers unlimited user access. Moreover, WhatsApp API allows you to install chatbots, automate messages, get a verified green tick, sell end-to-end services, collect in-app payments, add clickable buttons, etc. WhatsApp Business doesn’t offer these additional features.
Considering the several limitations of a WhatsApp Business. Once the volume of your business grows, it’s recommended you invest in WhatsApp API.
Here is a quick overview of the advantages of implementing Hospitality specific WhatsApp marketing software as opposed to generic software
Here are the top 10 countries in accordance with the monthly active users on WhatsApp.
Adoption of WhatsApp Business or integration of WhatsApp API with your in-house system not only enhances guest communication but also attracts more customers due to the ease of use of accessibility.
Don’t miss out on elevating your guest experience, by offering a seamless communication channel with the adoption of WhatsApp as your guest communication strategy.
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