Guest Messaging
Talk to every guest before they even ring the bell.
One unified inbox for WhatsApp, SMS, email and OTA chat, with automations that never miss a check-in.
Every conversation, one thread per guest.
Hospitality messaging is broken across five apps. WhatsApp for arrivals. Booking.com chat for reservation questions. Airbnb inbox for the same guest under a different profile. Instagram for direct enquiries. SMS from OTAs that do not know their traveller uses Signal. Guest Talk pulls all of it into one thread, keyed on the reservation rather than the channel.
The receptionist opens a card for reservation #4471 and sees the whole history — the pre-booking question on Instagram, the confirmation on Booking, the late-arrival WhatsApp, the front-desk note about the child bed. When they reply, the message goes back out on whichever channel the guest last used.
Key capabilities
- Unified inbox for WhatsApp Business, SMS, email and Booking messages
- Pre-arrival automations: parking codes, check-in windows, upsells
- Post-stay follow-up with review-request routing to TripAdvisor and Google
- Templates with EN, DE, FR, IT, ES, PT variants — auto-selected by guest country
- Human handover with typing indicators and per-agent status
Automations that respect the guest.
Bad automation feels like a robot. Guest Talk ships with a curated set of templates that only fire when they add value: parking codes 12 hours before arrival, breakfast menus on the morning of check-in, review requests exactly 24 hours after check-out. Every template has an escape hatch: a single click by the receptionist adds a human handover, and the guest sees a typed reply from a named agent.
Templates are multilingual by design. When Anna from Munich books, she gets German. When Kenji from Osaka books, he gets Japanese (or English, if the property does not have a JP template — we never machine-translate outbound messages without opt-in). Guests never see the phrase “Dear Guest” in one of our templates. They see their name, their room number and a signature from a person on staff.
Meeting WhatsApp and OTA rules.
WhatsApp Business has strict rules about template-versus-freeform messaging. Booking.com only allows chat within a reservation window. Airbnb requires messages to stay on their platform. Guest Talk enforces those rules automatically. Templates are pre-approved and versioned. Outbound-first messages after the 24-hour freeform window are automatically routed through a WA template. Booking chat is closed 30 days after check-out to comply with their retention policy.
All this happens without staff having to remember any of it. If a channel is unavailable, the composer greys out with a tooltip explaining why and offers the next best channel.