Guest Messaging
Guest Messaging Experience
When a guest messages your hotel on WhatsApp, Instagram, or webchat, here's what they experience.
Starting a conversation
Guests can start a conversation by:
- Messaging your hotel's WhatsApp Business number
- Sending a DM on Instagram
- Clicking the chat widget on your website
- Replying to an automated message (welcome, pre-arrival, etc.)
What the conversation looks like
The guest sees a normal WhatsApp (or Instagram/webchat) conversation. Messages appear as if they're from your hotel — with your business name and profile picture.
Example conversation:
Guest: Hi, what time is checkout?
Hotel: Good morning! Checkout is at 11:00 AM. If you'd like a late checkout, I can check availability — just let me know!
Guest: Can I get late checkout until 2 PM?
Hotel: Let me check that for you. A late checkout until 2:00 PM is available for $30. Would you like me to arrange that?
Response speed
The AI responds within seconds — much faster than waiting on hold or for an email reply. This is one of the things guests appreciate most.
When the AI can't answer
If a guest asks something the AI doesn't know, they'll see something like:
"Great question! Let me check with our team and get back to you shortly."
Your team receives a notification and can respond directly.
Conversation memory
The AI remembers the full conversation context. If a guest asks about parking and then later asks "how much does it cost?", the AI knows they're asking about parking — not breakfast.
For returning guests, the AI can also reference their previous stays.