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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

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2021 Winner HotelTechAwards
Hoteliers voted Monscierge as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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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.
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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
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Hoteliers voted Monscierge as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Hoteliers voted Whistle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Whistle

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.
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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
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Hoteliers voted Whistle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Hoteliers voted EasyWay as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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EasyWay

HotelTech Logo score
HT SCORE
98 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.
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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
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Hoteliers voted EasyWay as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Hoteliers voted ALICE as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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ALICE Guest Messaging

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.
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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
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Hoteliers voted ALICE as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Hoteliers voted Zingle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Zingle

HotelTech Logo score
HT SCORE
88 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.
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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
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Hoteliers voted Zingle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Hoteliers voted Bookboost AB as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Bookboost

HotelTech Logo score
HT SCORE
88 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.
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?99% Opening Rate: Almost guaranteed to reach your guests with direct messaging. ?️28% Click-through-Rate: High CTR through precise guest segmentation. ➡️10%+ Conversion: S...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Bookboost AB as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Hoteliers voted HelloShift as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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HelloShift (Guest)

HotelTech Logo score
HT SCORE
87 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.
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HelloShift’s multi-channel Guest Messaging connects with guests through SMS, WhatsApp, SMS, Messenger, Email, and more. Unlike other Guest Messaging solutions, includes staff co...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted HelloShift as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Hoteliers voted Akia as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Akia

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HT SCORE
83 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.
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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
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Hoteliers voted Akia as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Winner HotelTechAwards
Hoteliers voted Wishbox as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Wishbox - Communication Hub

HotelTech Logo score
HT SCORE
81 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.
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The Communication Hub is the guest engagement control center where hoteliers can view, automate, manage and customize all guest communication and conversations. The Wishbox Commu...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Wishbox as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Winner HotelTechAwards
Hoteliers voted TrustYou as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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TrustYou (Messaging)

HotelTech Logo score
HT SCORE
78 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.
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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
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Hoteliers voted TrustYou as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Recent Guest Messaging Software Articles

5 Ways for Hotels to Optimize Revenue and Speed Up Recovery

by
Wanny
1 week 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.  

5 Strategies to Improve Your Hotel’s Digital Registration Process

by
Evan Chen
4 weeks ago

Digital registration for hotels is a win all around. It makes your hotel safer by reducing contact. It’s more convenient for guests. And it helps your staff keep better records. Many hotels were already moving towards digital registration because of these advantages, but the Covid-19 era caused everyone to rush towards digital registration whether they were ready or not. Now that we’ve all more or less settled into digital registration, it’s time to turn our focus towards making it better. With that in mind, this article aims to show you five immediately applicable steps you can take to improve your hotel’s digital registration process.   1. Collect guest data from the outset With guests finding hotels and registering online, it’s easier than ever to plug them into your marketing channels. With their permission, you can easily collect guests’ email and social media accounts. This allows you to reach out to them to keep your brand in the front of their mind, and it also allows you to use their data to learn what it is that makes guests choose your hotel over others. But it all starts with using data intentionally.    2. Leveraging popular messaging channels to set expectations When guests digitally register, it allows you to easily open communication channels before they ever even arrive. A texting toolkit like Akia can integrate with your property management systems (PMS) to personalize information and even automate many of the common queries, only directing the conversation to staff when necessary. This frees up staff time and it significantly quickens response times for customers.   3. Go fully contactless by offering mobile key The last thing people want after a long day of traveling is to stand in a slow-moving line at a hotel lobby. Even without the need for social distancing these days, it is simply a more convenient guest experience to enter a hotel and go directly to your room and then directly into a cozy hotel bed. Digital key platforms like Flexipass easily integrate with your digital registration process in order to provide the absolute most convenient guest experience possible.   4. Audit cybersecurity and data storage There’s a lot on the upside of digital registration, but let’s not ignore the downside. Data is currency these days, and we make ourselves targets when collecting a lot of digital data. Improving security is your responsibility, and it is also in your best interests; we’ve all seen a brand dragged through the mud after a security breach. A good PMS will have high quality security systems built into it. As you further integrate digital registration, it’s time to make sure that you and your staff are informed of security best practices and keeping the PMS up to date.   5. Focus on usability and experience design Hotels use a variety of programs from other companies in our digital world. Many of these digital platforms allow you to customize them in order to present your consistent brand image across all of the platforms; the platforms likely will even help you do this. It’s a step you should absolutely take. Your brand is the reason guests choose you over all the other hotels they see listed nearby, so make sure they see it bright and clear. -- With the rush to implement a hotel digital registration process, hoteliers need to make sure they are also providing the best customer experience possible. You will see the most immediate benefit to your hotel’s digital registration process by improving the data use, communication, convenience, security, and presentation of your digital platforms.   

The Complete Guest Experience: How Does Your Hotel Stack Up?

by
Nancy Huang
1 year ago

Bethesda, Md. — Sept. 6, 2018 — StayNTouch, Travel Tripper, and TrustYou have partnered to launch a new report that examines guest experience trends and their adoption in the hotel industry. The report provides key insights and takeaways to empower hoteliers to improve their own guest-driven decisions and gain a better understanding of the market. The study surveyed more than 300 hoteliers in the U.S., Canada, and key hotspots around the globe on questions regarding check-in technology, upsell opportunities, guest communication, and more. Some key findings: 41% of respondents do not offer their guests a choice of check-in method; 70% of respondents never or only sometimes convert upsells or upgrades at check-in; 68% of respondents recognize the need to improve their use of mobile technology to improve the guest experience. In addition, the survey also reveals interesting trends about guest communication and staff responsiveness, mobile booking and check-in, the use of guest data to improve guest stays, and the ability of hotels to capture guest feedback and act upon it. The study allows hotels to see where they stack up in comparison to their peers, as well as offers important takeaways on how hotels can move the needle forward on improving the guest experience through technology and data. Frewoini Golla, Director of Marketing for StayNTouch, noted why these findings are critical for the hotel industry.  “By and large, hoteliers understand the importance of offering a unique guest experience, but understanding and evaluating the the current state of the guest journey is critical for hoteliers to begin making the necessary strides in their guest engagement strategy,” she said. “We are excited to have worked alongside our partners at Travel Tripper and TrustYou to offer hoteliers this comprehensive guest experience assessment report.” Nancy Huang, Director of Marketing for Travel Tripper, also commented on the relevance of the study for hotel vendors. “Studies like this not only help hotels to benchmark their own performance, but they also help hospitality suppliers to better understand and adapt their technology to hotels’ needs,” she said. Valerie Castillo, Vice President of Sales & Marketing for TrustYou, remarked on the different perspectives between hotels and guests. “It was especially interesting for us to see the difference in how hotels and travelers assess the guest experience,” she said. “We have made significant strides over the last few years, but the hospitality industry is still a ways away from perfectly mirroring guest’s needs.”   To get your free copy of The Complete Guest Experience: How Does Your Hotel Stack Up?  Download it here.

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Recent Guest Messaging Software News & Community Updates

Whistle Messaging Selected as Qualified Vendor (QV) for Choice Hotels

Whistle
3 days ago

Whistle Messaging Inc., the #1 Rated Guest Messaging Platform for Hotels, is excited to announce it is now a Choice Hotels® Qualified Vendor (QV) for its contactless guest messaging software. Choice Hotels International, Inc. is one of the largest lodging franchisors in the world. Choice and its affiliates have over 6,800 franchised hotels open and under development in the continental United States, and more than 350 in Canada. Whistle brings an integrated, contactless messaging experience to Choice’s portfolio of brands which include Ascend Hotel Collection®, Cambria® Hotels, Comfort®, Sleep Inn®, Quality Inn®, Clarion®, Clarion Pointe®, MainStay Suites®, Everhome SuitesTM, WoodSpring Suites®, Suburban Extended Stay Hotel®, Econo Lodge®, and Rodeway Inn®. Choice franchisees now have instant access to Whistle’s artificial intelligence, robust features, and renowned client success team. With this partnership, Whistle now automatically syncs with ChoiceADVANTAGE, Choice’s proprietary property management system, in order to relay all relevant information about guests and their stay to the hotel. Not only can hotel staff save time, but Whistle will engage with guests in personalized ways to enhance the guest experience.  Whistle CEO and Co-Founder Christopher Hovanessian says, “During the pandemic, Whistle has helped thousands of hoteliers keep their doors open through our software. Our core offerings, including messaging, have always been contactless in nature, but now more than ever it is crucial for hotels as the industry looks to limit high-contact interactions.”

Soaring Eagle Casino & Resort to Transform Guest Experience with Full INTELITY Platform

INTELITY
1 month ago

INTELITY®, the developer of hospitality's most comprehensive guest experience and staff management platform, announced today a new deal with Soaring Eagle Casino & Resort in Mount Pleasant, Michigan. The renowned property will implement the entire INTELITY platform, including a branded mobile app, mobile check-in, mobile key, in-room tablets, and GEMS®, INTELITY's staff suite. With the full platform in place, Soaring Eagle Casino & Resort will use the INTELITY platform to connect with guests and players before, during, and after their visit. Owned and operated by The Saginaw Chippewa Indian Tribe of Michigan, Soaring Eagle Casino & Resort is one of the top 50 casino-resorts in the United States, according to TripAdvisor reviews. With nine restaurants, an expansive spa facility, and over 500 newly-renovated guest rooms, the resort offers an upscale, family-friendly experience for all types of travelers. Meanwhile, the expansive 210,000-square-foot casino facility offers players thousands of slot machines and the widest variety of floor games available in the Midwest. The INTELITY platform's mobile app and in-room tablets are set to dramatically alter the guest experience at Soaring Eagle, delivering an unparalleled level of convenience for visitors at the property. Using the app or tablets, guests will be able to access hotel information, order in-room dining, make spa and restaurant reservations, contact staff with special requests, and select contactless service—accessing anything they need during their stay with ease. They'll also be able to use the app to check in when they arrive, use their smartphone as a room key throughout their stay, and check out on either the phone or tablet when they're ready to depart. "We couldn't be more excited to partner with Soaring Eagle Casino & Resort," said Ben Keller, INTELITY SVP of Sales. "This stunning resort has so much to offer guests—and now travelers will be able to access it all in just a few taps thanks to the INTELITY app and in-room tablets. That's exactly the kind of modern, contactless experience guests are coming to expect in 2021." Meanwhile, the resort itself will be able to leverage the INTELITY platform as a key connection point between the resort and the casino floor, sending guests targeted offers and notifying them of special events, helping drive guest engagement and revenue. At the same time, GEMS® will automate procedures and save valuable staff time—ensuring staff can remain focused on guest service, rather than administrative tasks. "At Soaring Eagle Casino & Resort, we've long prided ourselves on delivering an exceptional standard of service, but implementing the INTELITY platform will allow us to raise the bar even higher," said Amy Gates, Director of IT at Soaring Eagle Casino & Resort. "Between the self-service technology it provides to guests and the operational automation it offers staff, we'll be able to exceed expectations and elevate the guest experience in a new way."

INTELITY Named a Forbes Travel Guide Brand Official for Fifth Year in a Row

INTELITY
2 months ago

INTELITY®, the provider of hospitality’s most comprehensive guest experience platform, announced today it has been appointed a Brand Official by Forbes Travel Guide (FTG), the creators of the original Five-Star rating system, for a record fifth year. As the Official Mobile and In-room Technology Provider of Forbes Travel Guide, INTELITY joins a stellar list of FTG Brand Officials, all handpicked for excellence within their industry. Forbes Travel Guide is well regarded for its prestigious annual Star Ratings of hotels, restaurants and spas worldwide. It takes an equally considered approach to each Brand Official, ensuring the brand aligns with its high standards and perfectly complements its Star-Rated properties. The Brand Official program connects Star-Rated properties with exceptional brands that are equally dedicated to serving discerning clientele across all areas of travel. "As one of the very first hospitality technology companies, INTELITY has been a constant force of innovation for over a decade–something that is more important than ever in the wake of the COVID pandemic," said Filip Boyen, CEO of Forbes Travel Guide. "With contactless experiences suddenly a critical piece of recovery strategies, the INTELITY platform is a perfect partner for Forbes Travel Guide and the luxury properties we work with." For more than a decade, INTELITY has pushed the hospitality technology industry forward, becoming the first provider of a guest services mobile app in 2009 and the first to implement tablets in a hotel just weeks after the release of Apple’s iPad in 2010. Today, the INTELITY platform is the most integrated and expansive mobile, in-room, and staff solution available to properties and brands. “We’re thrilled that our mobile and in-room technology is being recognized again this year for its excellence and impact on the hospitality industry, particularly in the upscale and luxury segment,” said Robert Stevenson, CEO of INTELITY. “Even as we move past COVID, we know consumer reliance on technology will continue to grow, and we’re ready to help hoteliers find a perfect balance between human and digital hospitality. As the official Mobile and In-Room Technology Provider of Forbes Travel Guide, we’ll continue to do what we’ve always done—provide properties and brands of all sizes with the toolset they need to deliver an extremely elevated guest experience.” Dozens of Forbes Travel Guide properties, from brands like Four Seasons, Park Hyatt, Sydell Group, Autograph Collection, and more, have already implemented the INTELITY platform in order to offer travelers the digital convenience and contactless service they’re seeking. Now, INTELITY once again joins other luxury brands within the Forbes Travel Guide Brand Officials program, representing the best products and services in the hospitality industry. For more information about the INTELITY platform, visit www.intelity.com.

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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.