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People use smartphones constantly — nearly 90% of people keep their phones close at hand. Mobile communication and messaging apps are the most intuitive ways to reach guests, so hotels benefit from implementing guest messaging tools for better service, faster responses, and improved guest experiences.
If you’ve never used guest messaging — from automated Facebook Messenger replies to end-to-end guest messaging platforms — this guide covers what it is, how hotels use it, the benefits, and best practices.
Guest messaging software (also called hotel guest messaging platforms) enables hotels to communicate with guests throughout their stay — from pre-arrival through post-departure. It supports private messaging, automated messages, personalized recommendations, and guest requests.
With guest messaging tools, hotels can:
About 44% of owners say they’re somewhat likely to implement guest messaging solutions within a year.
A guest messaging software (GMS) solution lets hotel owners and managers engage privately with guests, automate notifications, and send personalized messages. GMS helps map the guest journey and tailor communication strategies.
Common GMS capabilities:
Most GMS solutions integrate with property management systems (PMS), enabling front desk staff to process requests and communicate without extra work.
Hotels can use multiple channels depending on scale and needs:
Meta’s messaging apps (Facebook Messenger, WhatsApp) and similar platforms have billions of users. These apps are relevant across demographics and useful for direct guest communication.
Chatbots and AI streamline interactions, help guests find information quickly, and reduce staffing costs. AI chatbots are increasingly sophisticated and can supplement or replace some customer service tasks.
A centralized guest messaging platform aggregates conversations and targeted communications in one place. It helps staff track and respond to messages efficiently.
Example: HelloShift is a unified communication system for hotels that streamlines guest messaging, cross-selling, and staff collaboration.
Guest messaging supports relationship-building, repeat visits, and superior service. Text-based communication (guest messaging platforms, social apps, SMS) is preferred by most guests — over 85% of people prefer messages to calls or emails.
Key benefits:
One-on-one messaging enables quick issue resolution, cross-channel aggregation, monitoring, and analysis to refine communications and improve guest experience.
Guest messaging platforms allow fast mass notifications (e.g., delays or service changes). Over 80% of people open direct messages, helping hotels keep guests informed.
Digital guidebooks and messaging replace printed collateral, support paperless operations, and give guests quick access to room service, spa menus, maps, and emergency instructions.
Reasons hotels move away from printed materials:
Online reputation matters — a large majority of consumers avoid brands after seeing negative reviews. Guest messaging can remind satisfied guests to leave reviews and increase word-of-mouth referrals. On average, a happy guest tells about six people about a positive experience.
Timely responses via messaging lead to higher guest satisfaction.
To use guest messaging effectively, follow these best practices:
Send messages when they’re most relevant. Timely confirmations and updates are crucial — delays can harm conversions and guest satisfaction.
Keep messages concise and focused. Use bullet points when conveying multiple items or instructions.
Personalize messages using guest data (preferences, stay history). Two-thirds of consumers expect personalized experiences.
Avoid sterile, impersonal messages. Use stored guest information to mention amenities or details that make the stay special. Be friendly and helpful.
Use messaging to inform guests about amenities, packages, and special offers. Text-based upsells can have high conversion rates (cross-sell/upsell conversion rates reported up to ~23%).
Avoid sending irrelevant or excessive messages. Focus on useful information: a timely welcome, essential service details during the stay, and a thoughtful follow-up after departure.
Guest messaging keeps guests informed, boosts engagement, and helps hotels upsell services and improve satisfaction. Choose a guest messaging solution that supports:
Never send a guest to voicemail. AI Assistant handles calls and chats when your staff is busy. Guest Messaging to understand guest needs. Contactless Checkin to empower guests with self-service. Staff Collaboration and Housekeeping Management to deliver phenomenal hotel service.
Never miss a guest call. Digitize your hotel with AI Assistant, Staff Collaboration, Guest Messaging, Contactless Checkin, and Housekeeping in one app.
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