WhatsApp Messaging For Your Hotel: Everything You Should Know Before You Start

WhatsApp has quickly turned into one of the largest social media messaging platforms in the world with 1.2 billion estimated users. 

WhatsApp has successfully helped both large and small businesses improve in many aspects. In this article, we'll be discussing some insider tips on how WhatsApp can help your hotel too.

Personalized experiences 

Studies have shown that direct messaging between guests and hotel staff is highly effective in maintaining good communication which improves the experience for hotel guests. WhatsApp is the number one messaging app in 128 countries and is a preferred platform for the younger generation of travelers.

Guest complaints/compliments

Many times in the hotel industry, hoteliers will only find out about complaints after the guest has left through the different review channels. This offers limited possibilities to try and make things right. Through WhatsApp messaging, guests complaints can be communicated and resolved in real-time.

Reviews

Guest feedback is a huge factor in improving a hotel's branding and reputation. Listening to and acting on guest feedback in real-time will also make for better reviews on review channels after the guests leave.

Fast responses

Nowadays, with all the technology at the tip of our fingers, consumers, in general, have also become less patient. For example, a guest who is wondering until what time the on-property restaurant is open would definitely make use of WhatsApp messaging instead of browsing. They will most probably receive a faster response that is also 100% accurate from the on-property staff and they could even assist in immediately making a reservation.

Consistency

WhatsApp can help simplify your hotel operations, but inconsistency in using the App can also lead to negative experiences for guests who have the expectation of being able to communicate and receive answers quickly. Imagine the frustration when asking a question and receiving an answer 3 hours later. This is why consistency is key. If your current hotel staff can not handle the additional load, WhatsApp for business might not yet be for you.

Trust building

Providing the option of fast and open communication builds trust and a better relationship between you and your hotel guests. This will definitely be a deciding factor when guests are considering returning to your hotel.

Up-selling and Cross-selling

WhatsApp creates a relationship between the hotel and guests wherein up-selling and cross-selling isn't blatant and pushy. The rapport you build with your guest on WhatsApp creates a good environment to entice your guests on other offers.

Professional business profile

Creating a professional business profile for your hotel helps customers get the necessary information about your establishment and create a better and faster way for them to communicate their needs.

Need help?

In this digital age, the app has become a necessary tool to help businesses improve and cultivate their brand and reputation. By knowing the proper ways to utilize these tools in the tourism and hospitality industry, you will be able to provide your guests with a better experience and run your operations hassle-free. 

Guest Connexxion offers a customer service software to help you build relationships with your guests and prospects through WhatsApp, Facebook Messenger. email, SMS,  live chat, Telegram, and Instagram.

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Guest Connexxion partners with RoomCloud

By Alexander Galarraga • June 7, 2021
We are very excited to announce a new partnership between RoomCloud and GuestConnexxion. The development work started only a few weeks ago and the integration between RoomCloud and Guest Connexxion is now tested, certified and ready to be used by hoteliers. What does this integration mean for hoteliers? This new partnership enables hoteliers to offer a great guest experience, from right after the booking to the day of departure. Most often hoteliers only send their guests a booking confirmation and guests have to wait only till right before or even during arrival for the hotel to get in touch again. However, GuestConnexxion enables hoteliers to be in touch with their guests throughout the complete guest journey. Silvia Gualano, Marketing Director for RoomCloud, knows that hoteliers can use the window between the booking and the arrival as an opportunity. It’s a useful way to make their guests feel welcome and promote last-minute deals, such as upgrades. But, even more important nowadays, is to keep your guests informed. Especially about the ever-changing Covid situation and possible impacts on their stay. Silvia: “ Your guests will surely appreciate that level of service , especially in these times. This provides them with a clear picture of what to expect once they arrive.” Robin Bunnik, co-founder of Guest Connexxion totally agrees. “ Without technology, it is impossible to get in touch with your guests via their preferred means of communication. The integration with RoomCloud enables hoteliers to communicate with their guests through the most popular channels like WhatsApp and Facebook Messenger.” What’s even more impressive, is that the hotelier doesn’t have to do a single thing extra, thanks to the API of RoomCloud. Thanks to the integration, Guest Connexxion is able to pick up contact- and reservation details of the guests who made a booking via third-party channels. This ensures that hoteliers receive all guest messages, from all the different communication channels, in their omnichannel Guest Connexxion inbox. Hoteliers can even schedule different types of outbound messages, which are targeted messages that are automatically sent to all people who will arrive, who are in-house or who are getting ready for their departure. Who are RoomCloud and Guest Connexxion? RoomCloud is probably most known for the Booking Engine and Channel Manager, which is used by over 5000 hoteliers from 90 different countries. However, besides increasing both direct bookings and bookings via OTA’s, RoomCloud is also top of the game with the latest technology around MetaSearch. By delivering quality software and increasing revenue over the whole line, the company is part of the top of the distribution platforms worldwide. Click here to get more information . Guest Connexxion is an all-in-one guest messaging platform, where hoteliers can manage all communication with their guests, including WhatsApp , Facebook Messenger, SMS and email , from one single dashboard. Guest Connexxion enables hoteliers to improve the guest experience, increase productivity and boost revenue by communicating with their guests in their preferred channels of communication before, during, and after their stay. Click here to get more information .
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