Topic
WhatsApp, SMS and web chat as an operational channel — what to automate, what to escalate, and how to measure whether it worked.
41 articles
Guest MessagingThe blue badge on a hotel's WhatsApp number is requested from one button in WhatsApp Manager, and that button stays greyed out until five things are true about the number. Most…
Mushon Nachmani
Today · 5 min read
Guest MessagingA hotel can now open a WhatsApp group with its guests from the messaging platform it already uses, but only if its number carries the verified blue badge, and only for groups of…
Mushon Nachmani
Today · 4 min read
Guest MessagingAsk a reservations manager what their team does all day and you will get a considered answer about service, upselling and problem-solving. Ask them what their team actually types…
Mushon Nachmani
4 days ago · 4 min read
Hotel AIThere is a moment in most implementations where an operator stalls. They have been shown a configuration screen, or a list of prompts, or a settings page, and they are trying to…
Mushon Nachmani
4 days ago · 4 min read
Hotel AIAttractions ask a different first question than hotels do.
Mushon Nachmani
4 days ago · 4 min read
Guest MessagingEvery deployment reaches the same question at roughly the same point in onboarding. The knowledge base is populated, the tone is right, the common questions are answered. Then the…
Mushon Nachmani
4 days ago · 4 min read
Guest MessagingOperators running more than one site hit a structural question early, and it is worth answering deliberately rather than accepting whatever default appears first.
Mushon Nachmani
4 days ago · 4 min read
Guest ExperienceA hotel asked us to remove one field from its payment form. The reason was plain: guests do not understand what this is.
Mushon Nachmani
4 days ago · 4 min read
Guest ExperienceA guest sends a voice note in Georgian. Nobody on your team speaks Georgian. It arrives at 9pm.
Mushon Nachmani
4 days ago · 3 min read
Hotel AIThe question most operators ask early in an implementation is some version of what do you need from us? It is a good question, and the honest answer surprises people: very little…
Mushon Nachmani
4 days ago · 4 min read
Hotel AIAn AI assistant is accurate on the day it launches. That is the last day anyone can take its accuracy for granted.
Mushon Nachmani
4 days ago · 4 min read
Hotel AIThere is no best hotel AI platform. There are two categories of product that look identical in a demo and solve different problems, and most bad purchases in this space come from…
Mushon Nachmani
5 days ago · 4 min read
Hotel AIEvery WhatsApp AI product for hotels demos well. The differences that matter are the ones you only discover in the second month, and none of them are on the feature comparison…
Mushon Nachmani
1 week ago · 4 min read
Guest ExperienceThe phrase "hotel AI assistant" describes two products that share a demo and almost nothing else. Buying the wrong one is the most common expensive mistake in this category, and…
Mushon Nachmani
1 week ago · 3 min read
Hotel AIChatbot pricing pages for hotels list tiers named things like Starter and Professional, and the number on them is almost never the number you will pay. That is not necessarily…
Mushon Nachmani
2 weeks ago · 3 min read
Hotel AIGuest messaging vendors are practised at demos. The way to get past the demo is a short list of questions that a good product answers in one sentence and a weak one cannot answer…
Mushon Nachmani
3 weeks ago · 3 min read
Guest MessagingThe hotels most likely to switch guest messaging providers are the ones who have learned what matters by living with the wrong product. This is for them, and it starts with the…
Mushon Nachmani
3 weeks ago · 4 min read
Hotel AITwo products are sold as "hotel chatbots", and the difference between them is the difference between the technology that failed in 2019 and the technology that works now. You can…
Mushon Nachmani
1 month ago · 3 min read
Guest MessagingA pilot is not a trial of the software. It is a trial of whether your property can run it. Most pilots that fail do so for reasons that were decided before the first guest message.
Mushon Nachmani
1 month ago · 3 min read
Hotel AIGuest messaging vendors use a vocabulary that sounds precise and is often not. These are the terms that come up in every evaluation, defined the way they are actually used in 2026…
Mushon Nachmani
1 month ago · 4 min read
Hotel AIYou are on the phone with a frequent guest. She is halfway through asking for a late checkout when she says: actually, let me just have my assistant sort this out.
Mushon Nachmani
1 month ago · 3 min read
AI Search & VisibilitySearch your hotel's name and the room pages appear, well-photographed, properly marked up, ranking as they should. Now ask an assistant whether your hotel allows dogs. It does not…
Mushon Nachmani
2 months ago · 3 min read
Hotel AIThe message arrives on WhatsApp from a guest's number. It reads: Early check-in requested for the 14th, reservation under Weiss. Please confirm parking availability for a mid-size…
Mushon Nachmani
2 months ago · 3 min read
Guest MessagingEvery guest messaging dashboard leads with response time. It is easy to measure, it always improves when you deploy an assistant, and it is almost useless for deciding whether the…
Mushon Nachmani
2 months ago · 4 min read
Hotel AIThe most important configuration decision in a guest messaging deployment is not what the assistant answers. It is what it must never answer on its own. Most properties skip the…
Mushon Nachmani
3 months ago · 3 min read
Hotel AIWalk into most hotels that “use AI” today and you’ll see a familiar pattern.
Eliav Rotholz
9 months ago · 10 min read
Guest ExperienceYou’re on the phone with a frequent guest. She’s halfway through asking for a late checkout and then says:
Eliav Rotholz
9 months ago · 8 min read
Guest MessagingFor most hotels, guest messaging has gone from “a nice extra” to “the new front desk” in just a few years.
Eliav Rotholz
9 months ago · 13 min read
Guest ExperienceIf you’ve sat through a technology pitch in the last 12 months, you’ve probably heard some mix of:
Eliav Rotholz
9 months ago · 7 min read
Guest ExperienceToday’s hospitality mandate is clear: deliver personalized experiences at operational scale. With staffing pressures mounting and guest expectations for digital fluency rising…
Eliav Rotholz
9 months ago · 5 min read
Guest MessagingA few months ago, the reservations team at Hamat Gader ran into a problem every reservations manager knows well. Long phone queues, customers waiting minutes for a response, the…
Mushon Nachmani
10 months ago · 6 min read
Guest MessagingHow leading hotels are turning service recovery into a loyalty engine using empathy, process, and smart guest-messaging technology.
Eliav Rotholz
11 months ago · 5 min read
Guest ExperienceAutomation has become a cornerstone of modern hotel operations. From self-check-in kiosks to automated guest messaging, systems now handle tasks that once required people. The…
Eliav Rotholz
12 months ago · 1 min read
Guest ExperienceIn hospitality, communication isn’t a side task — it’s the heartbeat of the entire guest experience. Every message, every reply, every delay shapes how guests perceive care…
Eliav Rotholz
1 year ago · 3 min read
Hotel AIEvery hotelier knows the trade-off. Online Travel Agencies (OTAs) bring reach, exposure, and bookings — but at a cost. For years, the deal seemed fair: OTAs filled rooms while…
Eliav Rotholz
1 year ago · 3 min read
Guest ExperienceFor years, hotels have tried to automate guest communication — from pre-arrival questions to mid-stay requests and post-stay follow-ups. But early chatbots were little more than…
Eliav Rotholz
1 year ago · 3 min read
Guest MessagingTechnology in hospitality should make life easier — not heavier. For small and boutique hotels, the right tools can turn daily chaos into seamless flow. The wrong ones can bury…
Eliav Rotholz
1 year ago · 3 min read
Guest ExperienceFor most travelers today, WhatsApp is the front desk. It’s where they ask questions, confirm bookings, share photos, or complain — all in the same place they chat with friends and…
Eliav Rotholz
1 year ago · 3 min read
Hotel AIIn hospitality, service is constantly measured — but often for the wrong reasons.
Eliav Rotholz
1 year ago · 3 min read
Guest ExperienceJust a few years ago, hotel chatbots were little more than novelties. They could answer simple FAQs like “What time is check-out?” but struggled with anything more complex. Guests…
Eliav Rotholz
1 year ago · 4 min read
Guest ExperienceThe way hotels communicate has changed forever. WhatsApp, SMS, and web chat have become the new front desk — always on, always accessible. Automation now handles everything from…
Eliav Rotholz
1 year ago · 3 min read
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