Hotel guest messaging is the practice of talking to guests through SMS, WhatsApp, web chat, and in-app messaging across the pre-arrival, on-property, and post-stay phases of a stay.
Guests now expect to text a hotel the way they text friends. Pre-arrival messaging handles arrival time, room preferences, and upsell offers. On-property messaging fields requests for extra towels, restaurant bookings, and late checkout. Post-stay messaging asks for reviews and pushes returning guests toward direct booking. Most hotels tie the messaging layer to the PMS and a chatbot so common questions resolve without human effort, while complex requests route to reception through the help desk.
Common platforms include Whistle (by Cloudbeds), HiJiffy, Kipsu, Duve, and Zingle. WhatsApp Business API integration is table stakes in Europe, India, the Middle East, and Latin America.
Common questions
What is guest messaging used for at a hotel?
Pre-arrival prep, on-property service requests, upsell offers, and post-stay review outreach. It replaces most inbound phone calls to the front desk.
Does hotel guest messaging need a chatbot?
Not required, but most properties layer one in for FAQs and simple requests, keeping human agents for complex or high-value moments.