/before they arrive
We set up WhatsApp and email messages that reach each guest at the right moment of their stay. Your team answers from one shared inbox, and routine questions get answered before anyone has to pick up the phone.
↓Each booking event drops a flag, picks its send time on the stay timeline and falls back to email when WhatsApp cannot reach the guest
Guest messaging,explained without jargon.
What is automated guest messaging?
One idea at a time. Each sheet lays over the last, so the picture builds up. Tap a number to jump.
It is like a thoughtful concierge who remembers to call each guest at the right time and never forgets the directions.
It is a planned set of messages that go to a guest from the moment they book until after they leave.
Each message is triggered by an event in your booking system, such as a new reservation, the day before arrival or checkout.
Guests can reply on the same WhatsApp thread, and those replies land in an inbox your staff share.
You write and approve every template, and the system only fills in names, dates and room types.
Heard yourself say this?Count how many fit.
Five things owners tell us before a project like this starts. Every one you recognise adds a tally mark.
Tap the lines you have said this year.
One fits. Worth a short call to see if Guest messaging is the right fix.
Two fit. A short call will tell you whether to do this now or later.
Three fit. This is probably worth planning soon.
Four fit. You are losing time to this already.
All five. This page was written for you.
Six parts,all handed over to you.
Your Guest messaging work is made of these six parts. The comb lights each one in turn; tap a cell to read it.
Message journey map
A written plan of every message from booking to post-stay, with the trigger, channel and purpose of each. You approve it before we build anything.
WhatsApp Business API setup
Your hotel number is verified on the WhatsApp Business Platform through an approved provider, with a display name and profile that guests recognise. Templates are submitted to Meta for approval.
Pre-arrival and online check-in
A secure form collects arrival time, guest names and the ID details your process requires before the guest reaches you. Foreign guest details are captured in the fields your Form C filing needs.
In-stay request handling
Guests message for extra towels, a cab or a spa slot, and requests are tagged and routed to housekeeping, the travel desk or the spa team.
Shared team inbox
Front office, reservations and duty managers reply from one inbox with assignment and notes. No one needs a personal phone to talk to guests.
Checkout and follow-up messages
A checkout note shares the bill copy and a thank-you, and a later message invites feedback. Returning-guest messages go only to people who agreed to hear from you.
- Message journey map
- WhatsApp Business API setup
- Pre-arrival and online check-in
- In-stay request handling
- Shared team inbox
- Checkout and follow-up messages
Four legs of one relay,about 4 weeks, start to finish.
Each leg is sized by how long it usually takes. Watch the baton go round, or tap a leg to jump there.
The question we hear most:Which messaging setup fits your property?
The board turns through each option. Tap one to hold it and read the trade-off.
You run a small homestay and one person handles all guest chats from a single phone.
It cannot automate messages from booking events and becomes hard to manage with several staff.
You have a front office team and want messages triggered by bookings with replies shared across shifts.
Meta charges for certain business-initiated messages, and templates need approval before use.
Your PMS already offers messaging that covers your needs.
Options and design depend on what that vendor supports.
Four factors,four corners of your project.
Each corner grows when that factor is on the larger side. The outline is your project's footprint, and the quote follows it.
A compact project. The smallest footprint for your quote.
Mostly compact, with one area that needs more work.
A balanced build. Half the factors on each side.
A larger build. Most areas need extra work and time.
The full footprint. Every factor on the larger side.
Picture a business like yours,in three frames.
A typical situation, not a client story. The line in each frame goes from tangled to straight as the work is done.
A riverside retreat in Rishikesh with many international guests
Four things that trip a project,and the fix we fit instead.
Each fuse is a mistake we see often. Watch it blow and get replaced, or tap a fuse to read the fix.
Sending promotions to guests who only agreed to booking updates
Keep service messages and offers separate and ask for marketing consent clearly.
Collecting ID copies on open forms or chat
Use a secure form, restrict access and delete copies once your legal retention need ends.
Writing long messages with no clear action
Keep each message short and end it with one button or link.
Letting automated messages run with no one watching replies
Assign inbox owners per shift so every guest reply gets an answer.
Guest messaging questions,answered plainly.
Search the answers. If yours is missing, ask us on the call.
Cost & timeHow long does guest messaging take to set up and what affects cost?
A basic journey linked to direct bookings takes about 2 to 4 weeks, including template approval. A PMS connection, online check-in, several properties and more languages add time and cost. Meta's own WhatsApp message charges are billed through your messaging provider.
Getting startedCan guests reply to these WhatsApp messages?
Yes. Replies arrive in your shared inbox, and once a guest messages you, your staff can reply freely within the customer service window Meta allows. Outside that window you send approved templates.
Getting startedHow does this help with Form C for foreign guests?
The pre-arrival form can collect the passport, visa and travel details that Form C asks for, so your staff have them ready to verify and submit on the official portal. Filing stays with your team, and the timeline and rules should be confirmed with your adviser or the local FRRO.
Getting startedIs it safe to collect guest IDs online?
It can be if the form is secure, access is limited to the staff who need it and copies are deleted when no longer required. Guest IDs are personal data under the DPDP Act, so check retention and consent wording with your adviser.
Getting startedDo messages go to OTA guests too?
If your PMS or channel manager shares the guest's phone number and booking events, yes. Some OTAs mask guest contact details, so we check what your channels pass through.
OwnershipWho owns the WhatsApp number and chat history?
The number, the WhatsApp Business account and the messaging tool account are all in your business name. If you change providers, you keep your number.
Getting startedCan we send offers to past guests?
Only to guests who agreed to receive them, and only through marketing templates Meta has approved. We set up a clear opt-in at booking and an easy way to stop messages.
After launchWhat happens after launch?
We review reply volumes and common questions with you after the first month and adjust templates. On a care plan we manage new templates for seasons and events and keep integrations working.
Works well alongside,from the same industry kit.
Answer guests early and free up your front desk
Tell us how guests reach you today and we will reply within 1 working day with a message plan for your stay journey.