Let us find your solution Best 10 Guest Messaging Software 2021 | Find Reviews, Pricing, Buying Guide
Helping thousands of hoteliers make better buying decisions every month
Marriott
Denihan Hospitality Group
Fairmont
starwood
The Standard
Ace Hotel
Kimpton
Accor Hotels
Ace Hotel
Ace Hotel

What is guest messaging software?Guest Messaging Software (GMS) is a software platform that enables hotels to engage with their guests through various messaging channels in real-time. The GMS allows hotels to send transactional messages, reply to guests, and manage guest requests. With an aggregate messaging platform, hotels can increase guest engagement, boost customer service scores, and receive key insights to guests’ sentiment.For info on hotel guest messaging software, questions that you should ask vendors and more download the 2019 Hoteliers Guide to Guest Messaging SoftwareHow can guest me... Read the full GUEST MESSAGING SOFTWARE software overview

10 Best Guest Messaging Software

Hide add-on products
Info
Add-on products are ones that must be purchased with another product and aren’t available on their own.
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Monscierge as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

Monscierge Guest Messaging

HotelTech Logo score
HT SCORE
100 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

Deliver phenomenal service with messaging. Enable your guests to text your hotel with Guest Messaging. Empower your staff to work smarter with Staff Collaboration.

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Monscierge as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read Monscierge Reviews
Winner Badge
2021 Best Hotel Software
Hoteliers voted Whistle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

Whistle

HotelTech Logo score
HT SCORE
94 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

Travelers, more than ever before, are demanding contactless experiences. NOW is the time to bring Whistle to your hotel. Whistle's revolutionary contactless hospitality software i...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Winner Badge
2021 Best Hotel Software
Hoteliers voted Whistle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read Whistle Reviews
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted EasyWay as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

EasyWay

HotelTech Logo score
HT SCORE
93 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

Automatically engage with your guests via their preferred way of communication to increase your bottom line. EasyWay platform allows you to instantly connect with your guests ove...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted EasyWay as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read EasyWay Reviews
Not sure which GUEST MESSAGING SOFTWARE is right for your hotel?
Get free recommendations
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Zingle as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

Zingle

HotelTech Logo score
HT SCORE
92 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

Medallia Zingle's real time guest engagement platform powers two-way messaging on the channels guests prefer including SMS texting, Facebook Messenger and WhatsApp. Reach out toda...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Zingle as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read Zingle Reviews
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted HelloShift as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

HelloShift (Guest)

HotelTech Logo score
HT SCORE
90 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

Digitize your hotel to meet the new normal. HelloShift's multi-channel Guest Messaging is a fan favorite with a simple integrated interface that feels like social media with autom...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted HelloShift as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read HelloShift Reviews
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted ALICE as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

ALICE Guest Messaging

HotelTech Logo score
HT SCORE
90 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

Send direct, automated, or hotel-wide broadcast messages to hotel guests, giving you multiple options for real-time, contactless communication.

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted ALICE as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read ALICE Reviews
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Bookboost AB as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

Bookboost

HotelTech Logo score
HT SCORE
85 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

99% Opening Rate: Almost guaranteed to reach your guests with direct messaging. 28% Click-through-Rate: High CTR through precise guest segmentation. 10%+ Conversion: Successful c...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Bookboost AB as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read Bookboost AB Reviews
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Akia as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

Akia

HotelTech Logo score
HT SCORE
82 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

Akia is a text-messaging platform designed to help hotels grow reputation, improve guest experiences and drive more revenue. By utilizing this highly engaging channel, properties ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Akia as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read Akia Reviews
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Duve as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

Duve - Communication Hub

HotelTech Logo score
HT SCORE
77 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

The Communication Hub is the guest engagement control center where hoteliers can view, automate, manage and customize all guest communication and conversations. The Duve Communic...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Duve as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read Duve Reviews
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted TrustYou as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Compare

TrustYou (Messaging)

HotelTech Logo score
HT SCORE
76 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

73% of guests are communicating with hotels through email, social, or messaging. Guests report significantly higher satisfaction ratings when using these channels to communicate w...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted TrustYou as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
Learn more
Read TrustYou Reviews
Load More

Recent Guest Messaging Software Articles

4 Common Hospitality Tech Stack Pitfalls (and How to Avoid Them)

by
Matthew Lynch
2 weeks ago

In the age of technology, connectivity is critical to property and brand-wide success—and it affects every aspect of rising industry trends around security and mobile payments. To find the right vendors and put the right tech in place, you need the right information. You need to know how the tech you’re looking at is going to integrate with the systems you already have in place. So before anything else, view the tech through the lens of your SOPs. What would a day in the life of your staff look like? Are there significant gaps in functionality or connectivity? If so, it’s a no-go right from the start. If not, it’s time to dig into specifics. Here are four key pitfalls for hoteliers to know and avoid in order to find success:   1. Hotels have more technology than ever—and when systems don’t communicate, the business consequences can be devastating. Between your PMS, POS, and staff collaboration tools, there’s plenty to worry about. Add in guest-facing tech and hotels can suddenly have more different solutions than time to sift through them. And if a single cog in the machine isn’t working in conjunction with other things, it can be a disaster for operations. Before signing up with a new vendor, make sure what they’re offering will integrate with the critical systems your property already uses on a daily basis. Your tech should maximize your staff’s efficiency, not add extra stress or unnecessary steps. To further ensure a quality integration, look for a vendor that builds their integrations directly. A more advanced integration is much more likely to be certified or otherwise validated by others.   2. When operations suffer due to bad integrations and siloed data, the guest experience suffers as well. When systems don’t communicate, information is either duplicated or never shared at all causing guest requests to never get fulfilled or get fulfilled twice. And this isn’t something staff can be expected to handle or track. The reality is, many simpler integrations pass less information which creates a shallow and less efficient system. Make sure you are getting integrations with depth—the more information your systems can share the better. If you want to ensure the vendor you are looking at has effective integration and consistent guest satisfaction, go to the source. Ask to speak to a customer who is currently using the integrations you need. Get your questions answered by someone who can vouch for how things affect the guest experience and day-to-day operations.   3. Security is absolutely essential to connectivity. Here’s what to watch out for on that front.  If a vendor declines a security audit, there’s a reason. A good place to start is by asking if their integrations meet industry standards from organizations like HTNG (Hospitality Technology Next Generation) or OTA (OpenTravel Alliance). Are they directly involved with those industry organizations? And find out if they have regular security audits. No confident vendor declines a security audit. They aren’t easy for anyone, but they’re necessary and they exist for a reason. You need to know if their system is secure. Declining an audit is a huge problem and an indicator a vendor may not be all they say they are. Seasoned vendors will understand that request from the beginning.   4. Payments are among the highest levels of integration to achieve and the thing everyone wants right now. Payments are the most in-demand integration: are the vendors you’re looking at prepared? If a vendor has payments capabilities right now, that’s an indicator they’re advanced and up to speed on the latest developments in hospitality. Ask: Do they process or facilitate mobile payments—namely, do they leverage a PCI-compliant payment gateway that has authorization and settlement capabilities specifically for lodging? If they do, huge green light. If not, a little worrying. Beyond the overall importance of connectivity and how it affects trends like security and payments, buyers should be looking for a trustworthy vendor above all else, and knowing which questions to ask during the buying process plays a key role in determining that. So there you have it: those are some of the red flags you should be watching for—but what are the green flags? If you want to find a vendor partner that goes above and beyond, there are two quick things to check for: a dedicated team for integrations and a product roadmap that demonstrates ongoing commitment to innovation. If a vendor has both of those things, they’re likely not just good at what they do, but great at it. For more in-depth vendor questions, check out 10 Questions to Ask Vendors Before Your Next Purchase.  

Using Contactless Channels To Enter a New Era of Running a Hotel

by
Sandra Holland
2 months ago

Since the advent of the pandemic, and well before it, contactless channels have garnered tremendous attention as a safe, efficient and effective way for hotels to communicate with their guests. In fact, today around 70% of hotels are already planning to adopt contactless technology for check-in, food ordering, concierge services and more. With its immense potential for the future of hotel operations and its rapid growth in guest preference, it’s no wonder why hoteliers are fast to adopt it. In this article, we’re exploring contactless communication and how it has become a necessary consideration when entering a new era of hospitality.   The State of Hotel Communication Today Over the past 10 years, how hotels interact with their guests has changed greatly. The rise of COVID-19 not only pivoted many communication strategies, but accelerated the pace in which we adopt new digital forms of contact such as apps, social media platforms, and more. As a matter of fact, in a recent survey, consumers highlighted the desire for contactless payments (35%), digital room keys (26%) and digital messaging services (20%) as the top three changes that would make them feel more comfortable staying in a hotel. With the demand for new efficient communication channels progressing, the need for hoteliers to invest and evolve their digital programs becomes critical.   Contactless Channels on The Rise  Within hospitality, apps are undoubtedly one of the most influential contactless channels to adopt. In a Hotel Management 2020 report, 62 percent of respondents said they would prefer to use contactless check in (and out) through a hotel app. In addition 80 percent of respondents said they would download a hotel app that would allow them to check in, check out and get all information about the hotel. With an app, consumers can easily navigate the hotel experience (without face to face contact), whether it be by communicating directly with a staff member or mobile ordering something on-demand. Social media channels also hold a promising role in communication. According to “Statista, in the second quarter of 2018 the total number of social media users was 3.297 billion people worldwide, which corresponds to a penetration rate of 43% in a total market of 4.087 billion internet users.” Social channels have tremendous reach and cater to a wide variety of individuals. Using these channels, you can personalize the experience by getting a glimpse of guest social profiles, leverage automation features and send feedback surveys to better understand your guests. What’s more, social media isn’t segmented by geography, so hotels with greater international guests can utilize these channels to engage worldwide. Lastly, email and SMS will continue to rise in adoption. As two traditional channels that are already leveraged by a wide array of hotels for booking confirmations, itineraries, and post-stay follow ups it’s important to leverage both of these channels, in conjunction with more engaging channels, when communicating with guests.   How Contactless Can Benefit Your Hotel Streamline booking and ordering.  For hotels, contactless channels not only enhance the guest experience but also streamline hotel operations. According to Travel & Tourism Analyst, Ralph Hollister, it’s reported “in 2021, hotels will increase their adoption of technology that will reduce the number of touchpoints. Abilities such as online check-ins and check-outs, mobile keys and room settings controlled by Internet of Things (IoT) technology will become much more commonplace.” In this, administrative tasks such as booking and ordering will become much more streamlined. As an example, if a hotel has an app, dine-in ordering can be done through on-demand navigation. Customers can simply browse the dinner menu, click on their desired order and pay all from their personal device. From an operation standpoint, the whole process is automated, the order goes directly to the kitchen and management has direct access to the data from guest orders. Greater Customer Retention.  As proven through the aforementioned statistics, contactless communication is a growing guest preference that can make or break the experience. By adopting contactless communication, you show your guests that you listen to their opinions and implement their preferences - which can come with a number of benefits. Aside from staying safe, by adopting guest desires, you increase the likelihood of greater satisfaction, improve upsell, encourage greater conversation, and of course, improve retention rates. What’s more, adapting to common preferences ensures you meet new customer demands as well. Insight for improved experiences. Using contactless channels, hotels can obtain insight that can’t be captured with face to face conversations. This can help tailor individual discussions, but also the experience as a whole. By referring back to conversations with guests, you can obtain insights such as: preferred communication channels, trending topics of conversation, busiest times of day, top performing employees, average response time, best performing touchpoints and so on. By utilizing this insight you can adjust experiences in real-time and allocate time and resources to specific areas of your business to ensure a satisfied stay.   Technology Paving the Way  It goes without saying that utilizing contactless channels within your hotel has tremendous benefits for both your guests and your hotel operations. However, managing these channels and gathering data in an effective and efficient manner can be complex, especially without the right technology. For many, utilizing a channel management system, or an automated experience platform can be the turning point for a successful contactless communication strategy. In fact, according to International Hospitality Review’s latest research, “a touchless, adaptable and customizable automation platform featuring all front-office operations and answering particular business requirements could be a solution that the industry needs post-Covid-19.” Having the right technology in place can be a game changer for hotels, whether for managing communication or gathering data. That said, regardless if an added technology is in the cards for your hotel, contactless communication should be a strong consideration. Adding convenience for customers and relieving employees of added work, it’s a massive tool and for entering a new era as a hotelier.   

5 Ways for Hotels to Optimize Revenue and Speed Up Recovery

by
Wanny
2 months ago

2021 is a year of hope: hope for the return to normal, hope for the ability to travel again, and hope for hard-hit industries to fully recover. The hotel industry has struggled a great deal because of the pandemic, but this year, it looks forward to recovery. To effectively make the most of this year, hotels will need to find ways to optimize their revenue. Here are some strategies hotels can use to do so.   1. Web chat Everyone in the hotel industry knows that direct bookings allow hotels to keep more of their profits. In order to drive more direct bookings, hotels can open up a live channel of communication on their websites. Live chat can allow browsing prospective guests to easily get all the information they need in a timely manner, and it exposes them to your hotel’s excellent customer service before they even make a booking. With over 90% of consumers being satisfied after talking to businesses over live chat, web chat can open up many opportunities for direct bookings.   2. Upsell early check-in, late check-out, and room upgrades. No matter what type of hotel you manage, there is always an opportunity for upselling early check-ins, late check-outs, and room upgrades. Hotels can use messaging to stay in communication with guests and easily let them know about these offers.  If guests seem to be arriving early or if they need more time on their way out, hotels can offer early check-in or late check-out via text message, and guests can pay a small fee to have a more comfortable experience that best fits their schedules. Guests may not immediately think of these offers when they’re stressed over checking out on time, so it’s important to remind people of them. Also, hotels have many possibilities when it comes to room upgrades. Whether that be changing the assigned room itself to have a nicer view or including extra amenities like a more luxurious toiletries package, hotels can offer up these upgrades to guests. This allows a more personalized experience while simultaneously optimizing revenue.   3. Upsell hotel-specific amenities via scheduled messaging Of course, every hotel has its own special amenities, facilities, and/or activities that can be used to upsell guests. Does your hotel have a spa? Do you have a partnership with nearby golf courses? Is there live music at the restaurant? Let guests know about everything that’s going on at your hotel. Sending every guest a text message can take a lot of time, and when your staff is busy with ensuring everything is running smoothly at the property, it can be hard to remember to take the time to send those text messages. To save that time, hotels can set up scheduled messages that automatically send out to every guest on property, so you can remind everyone about that happy hour special right before it begins.   4. Use digital booklets In an age where everything is digital, hotels can showcase their best offerings through digital means as well. With digital booklets, hotels can display important notices such as social distancing guidelines, include YouTube videos such as instructions on how to start the shower, and feature amenities in a visually appealing way. There’s no need to print marketing brochures for every room when you can simply direct every guest to a comprehensive one-pager online. Digital booklets can allow guests to easily access all the information they need to know about the hotel while simultaneously encouraging them to try all that the hotel has to offer. Direct guests to make spa reservations, or include your hotel restaurant menu on the booklet to allow guests to make food orders straight from their phones. When everything is just a few clicks away, hotels can effectively drive additional revenue.    5. Invite past guests back It’s five times more cost-efficient to nurture an existing customer than it is to attract a new one. That’s why it’s important to build strong relationships with guests. Loyal guests already know that they will enjoy their time at your hotel, so you don’t need to spend extra time convincing them of that. All you need to do is to continue providing excellent and personalized experiences, so they want to keep coming back for more. To truly build stronger relationships with past guests, try personalized remarketing campaigns that target past guests based on interests and behaviors. Invite guests back for special offers that cater to them personally, and they’ll be more likely to come back. And when sent through text-message, marketing campaign messages will be much more likely to be engaged with, since 95% of SMS marketing messages get opened.   In Conclusion With the pandemic gradually getting under control, it’s very likely that hotels will see more eager travelers later in the year. As the hotel industry reaches that point, it can strategically optimize revenue and speed up recovery.  

Load more

Recent Guest Messaging Software News & Community Updates

Alliants appoints Edwards and Moore to Drive Next Phase of Growth

alliants
1 month ago

Kevin Edwards, managing director, PnK People, has joined guest experience company Alliants on the group’s consulting arm as it moves into its next phase of growth. The addition was one of a series in recent months, as the team expands, with Jamie Moore appointed as sales manager.  Edwards said: “Alliants and PnK People have shared goals and there is potential to create the industry-leading technology consulting organisation helping the hotel sector to offer guest experiences which drive revenue and loyalty and reminding the consumer what great service feels like. Our proposition now spans all stakeholders from hotel investors, asset managers and operators, which puts us in a unique position to enable our clients to leverage an opportunity to transform and align their objectives. “I am looking forward to working with the team as it expands at this critical time for the industry.” ‍ Kevin Edwards (L) and Jamie Moore (R) ‍Tristan Gadsby, CEO, Alliants, said: “People with Kevin’s talents are hard to come by and we’re thrilled to be working with him. The pandemic has given owners and brands the opportunity to look again at their operations and realise that through automation they can deliver extraordinary service with fewer resources, fuelling higher returns.”‍Moore, who is joining the company with close to a decade of experience in the technology sector, added: “I am delighted to be joining Alliants. I spent several years working in hospitality technology and have always seen it as an industry with huge potential from a technology standpoint, and frankly, crying out for a company such as Alliants. “When I was first introduced to the business and learnt more about the direction it was headed, it was an exciting prospect. I was incredibly impressed with the products and the client base and the opportunity to work with the team, many of whom I've known through the industry for a number of years, was a huge attraction for me.”‍Gadsby said: “The hospitality sector is extremely specialised and it is important that, when we introduce Alliants to new clients, they are meeting with someone who has that in-depth knowledge they need to answer their questions. Jamie’s experience makes him a key part of the team as we spread the word.”‍Edwards and Moore join Alliants as the company celebrates 12 years in business, reaching across 15 time zones and 46 countries. The company is guest centric, not room centric and prides itself on being able to foster increases in ancillary revenue of 94%. And the good news for Edwards and Moore? Alliants was named in 2021’s 10 Best Places to Work by Hotel Tech Report, from more than 200 of the top technology products around the world.

Akia and SkyTouch Technology Announce a Direct Integration via SkyTouch /CONNECT

Akia
2 months ago

Akia is happy to announce a direct integration with SkyTouch Technology, a provider of cloud-based hotel management tools. The integration between Akia and SkyTouch’s /CONNECT platform enables hoteliers to intelligently manage their hotel operations. Akia aligns with SkyTouch’s vision to support hotels in maximizing efficiency and increasing revenue. This important integration will empower more hotels to focus on providing the best possible guest experiences. With this integration, SkyTouch will automatically sync with Akia to provide all relevant information about guests. Akia can then allow hotels to engage with guests via text message, saving time and personalizing the guest experience even more. “We are looking forward to working with SkyTouch, an organization that is deeply committed to modernizing hotel operations and personalizing their service to each client’s individual needs. We are excited to be able to serve more hotels together as we move forward into a new age of hospitality,” said Ryan Kanoknukulchai, Director of Partnerships at Akia. “Integrating with Akia using the SkyTouch /CONNECT technology platform will provide our customers hotel staff with a seamless solution that enables touchless communication with the guest to personalize their stay.” says Peggy Paulic, SkyTouch Technology Product Manager. As the guidelines around travel and social distancing continue to change over the course of this year, Akia and SkyTouch aim to support hotels as much as possible in the overall recovery process. Helping hotels effectively recapture demand and smoothly adapt to the changing hospitality landscape is both Akia’s and SkyTouch’s top priority. Akia and SkyTouch have high hopes for this year, and we look forward to the future together.   ABOUT SKYTOUCH SkyTouch Technology is the provider of a widely used cloud-based property management system. Built in the cloud by hotel professionals for hotel companies, the SkyTouch hotel operations platform is designed to help hotel executives meet their most important strategic objectives: to enhance the guest experience, advance performance, and achieve growth while evolving with changing market needs. Accessible from anywhere, the SkyTouch PMS provides visibility and control of operations through real-time, impactful business analytics that help improve hotel guest experience, operational decision-making, and financial results for today’s hotelier. SkyTouch provides an integrated approach to online hotel reservations that fits any size property. SkyTouch, SkyTouch Technology, and SkyTouch Hotel OS are proprietary trademarks and service marks of SkyTouch Solutions, LLC.  

Maestro PMS Integration with HelloShift Brings Seamless Guest Messaging and Comprehensive Hotel Operations

Maestro PMS
2 months ago

Following the impact of the pandemic, hotel guest service and communication is more virtual than ever. The new integration partnership between Maestro PMS and HelloShift brings their mutual clients a Guest Messaging Solution that is simple and intuitive for staff and guests to use. In addition, because HelloShift’s unique messaging platform includes comprehensive hotel operations software, no guest request slips through the cracks. Warren Dehan, Maestro PMS President says “We are excited and delighted to partner with HelloShift to provide an excellent Guest Messaging and Staff Collaboration solution. We appreciate HelloShift’s shared values for superior technology and unparalleled support.” Maestro PMS client Knob Hill Inn Sun Valley is a top-rated Columbia Hospitality managed property known for providing a high level of personalized service. Alexandria Barnhardt, the General Manager of Knob Hill Inn says “We really get to know our guests. And now, with the pandemic, instead of just chatting with guests, we also use HelloShift to communicate through texting.” “We have really meaningful conversations with guests and provide a high level of service in HelloShift” says Ms. Barnhardt. “We get to know our guests and make their stay special while maintaining distancing” she says. HelloShift Guest Messaging helps Knob Hill Inn quickly adapt to changing conditions while consistently delivering individualized, top-rated guest experiences. For example, complimentary breakfast is a top feature for Knob Hill Inn guests. With pandemic-related dining room closures, guests were able to text their orders for in-room breakfast. HelloShift Guest Messaging does the heavy lifting for texting with guests and seamlessly integrates with Maestro PMS, pulling in guest data routinely. Automated messages are sent to guests at key touchpoints in the Guest Lifecycle – before check-in, when the guest is on-site, and after checkout. These messages are like throwing a guest a lifeline. When guests need assistance all they need to do is hit reply to the text thread on their phone. And because Knob Hill Inn also uses HelloShift’s Staff Collaboration, it’s easy for the Front Desk staff to work together to deliver on guest requests across shifts. “We love how everything is all together in one easy app” Ms. Barnhardt says. “It’s been so easy!” Ms. Barnhardt continued. “Getting started was simple. And with normal turnover we haven’t had any trouble getting new staff up to speed.” With HelloShift’s intuitive, familiar interface, new staff instantly start using the app. The GM is able to monitor all conversations and jump in when any issues arise. Everyone is on the same page. HelloShift offers hoteliers who use Maestro PMS a hand-in-glove Guest Messaging and Staff Collaboration experience. HelloShift CEO Sudheer says “HelloShift is helping hotels transition to a digital hotel. This involves automating all processes. The collection of open APIs offered by Maestro go a long way in achieving this vision.”

Load more

GUEST MESSAGING SOFTWARE Category Overview

What is guest messaging software?
Guest Messaging Software (GMS) is a software platform that enables hotels to engage with their guests through various messaging channels in real-time. The GMS allows hotels to send transactional messages, reply to guests, and manage guest requests. With an aggregate messaging platform, hotels can increase guest engagement, boost customer service scores, and receive key insights to guests’ sentiment.

For info on hotel guest messaging software, questions that you should ask vendors and more download the 2019 Hoteliers Guide to Guest Messaging Software

How can guest messaging software improve profitability and efficiency?
Improved team communication: Messaging doesn’t have to be only for your guests. Keep in touch with your team, dispatch tasks, or post daily bulletins all with team messaging. A reduction in overall call and radio volume, plus the ability to reply to multiple guests at once creates greater efficiency.

Increased operational insight: Your guests are communicating key information about your hotel all day long. Messaging is able to capture and relay this information back to you, along with sentiment and other analyses applied to it.

Boost guest engagement and satisfaction: Fill the customer service whitespace with messaging, and communicate with guests who would have otherwise avoided your staff. Proactively engage with guests to promote customer service and enhance their experience, resulting in improved scores.

What are the most important features of guest messaging software?
  • Multi-Channel Guest Messaging: Allowing guests to communicate via their preferred channel (e.g. SMS, Messenger, Email, and more.) 
  • Analytics & Reporting: Text and Sentiment analysis & reports for operators. 
  • Ease of Use: User friendly interface for staff effectiveness and efficiency. 
  • Automated Messaging: Reduce workload of hotel agents, and provide a better experience for the guest. Integrations Connect with your existing systems to sync and organize your data.
  • Team Messaging & Dispatching: Streamline internal communications via messaging, eliminating radios.

What makes great guest messaging software?
The more channels the GMS provides, the more chats your hotel can have in aggregate (e.g. SMS, Email, Live Chat, Messenger, & more). That being said, the channels your hotel needs are dependent on your guests and your country.


What is the typical pricing for guest messaging software?
Pricing varies when it comes to guest messaging software depending on hotel size, # of properties you are installing, integrations and several other variables.  To maximize ROI on hotel guest messaging services teams generally need training that helps them learn the ins and outs of the functionality.  Monthly fees range from $1-4/month.

How long does it usually take for a hotel to implement new guest messaging software?
Training and implementation is a no-stress experience. As a cloud-based program with no software to download, training can be completed in as little as 30 minutes. The interface and design should be simple, interactive, and appealing to staff. The best companies offer free trials to allow hoteliers to experience product quality prior to purchase. With messaging, your strategy needs to be (i) consistent use (ii) analytical review (iii) adjust approach & improve guest experience. The more you utilize messaging, the more ROI for your operations and hotel. No matter how good or bad the messaging platform is, if your team is not hands-on with it your hotel will not benefit.

For more details on implementing guest messaging software at your hotel, identifying critical integration and more, download the 2019 Hoteliers Guide to Guest Messaging Software

How do I know when it’s time for my hotel to start using guest messaging software?

For hotels that want to improve TripAdvisor reviews, a TripAdvisor integration means a significant increase the volume of positive TripAdvisor reviews. SMS has a 90% read-rate within 3-minutes. For prospective guests, the two most important metrics are recency (42%) and quantity (30%) of reviews. A hotel ranked #1 on TripAdvisor earns 56% more direct bookings each month compared to hotels ranked 40th in their respective city.  Similarly, hotels looking to improve internal service and satisfaction scores can use guest messaging software to elevate the experience throughout the entire guest journey, pre-booking, before, during, and post-stay. Use SMS Surveys to gauge guest satisfaction and address any concerns. Hotels see up to a 14% increase in service scores within the first 3 months. On average, 3% of Survey Responses will result in Service Recovery Opportunities for the hotel.  

Guest messaging can also benefit hotels looking to improve staff productivity and streamline operations (e.g. decreased call volume, multitasking conversations, quicker task dispatching, and more). Save time and money by ditching radios. Lower call volume during peak hours. Answer multiple inquiries at once.