Contents

Introduction
Rankings
Benefits
Features
Pricing
Implementation
Latest Developments
Free Downloads
FAQs
Further Reading
Methodology

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10 Best Guest Messaging and Communication Software for Hotels - 2025 Picks

Jordan Hollander

| Last updated December 12, 2024

71 PRODUCTS REVIEWED

3250 HOTELIERS SURVEYED

Guest messaging software (GMS) is a top tool for seamless communication with guests, enabling staff to deliver faster, more efficient service. By automating responses to common questions, GMS reduces wait times, boosts positive reviews, and enhances online reputation. Satisfied guests not only spend more during their stay but are also more likely to return and recommend your hotel, driving revenue growth.

We asked 3250 hoteliers across 90 countries about their favorite choices in guest managing software. In this article, you will find everything you need to know about product rankings, feature comparisons, price benchmarking, integration interoperability, and other features of the best GMSs.

Guest Messaging Software Shortlist

Here are 10 of top Guest Messaging Solutions that are covered in this in-depth guide:

1. Canary Technologies — Best for saving time and improving communication for front desk teams.
2. Duve — Best for reducing front desk congestion
3. Cloudbeds — Best for pre-arrival to post-stay guest communication and engagement.
4. SuitePad — Best for offering guests a one-stop shop for hotel services
5. Asksuite — Best for handling customer inquiries and bookings around the clock.
6. HiJiffy — Best for automating guest interactions with instant, multilingual responses.
7. SiteMinder — Best for creating tailored promotions based on guest preferences
8. Bookboost AB — Best for automating guest communication with ease
9. Akia — Best for automating guest communication with ease
10. hub OS — Best for managing guest communications in one place

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BENEFITS

How can guest messaging software improve profitability and efficiency?

Guest Messaging Software (GMS) is a software platform that enables hotels to engage with their guests through various messaging apps such as Facebook Messenger, WhatsApp, WeChat, Apple, and Android in real-time. The test messaging software allows hotels to send transactional messages, reply to guests, and manage customer support (guest requests). With an aggregate text messaging platform, hotels can increase guest engagement, boost customer service scores, and receive key insights to guests’ sentiment. The latest messaging platforms embrace social commerce through emojis, gifs, and even video calls facilitations via instant messaging. 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.

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.

FEATURES

What are the most important features of guest messaging software?

Multi-Channel Guest Messaging: Allowing guests to communicate via their preferred messaging channels (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.
Automation: 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. Chatbots enable chat apps to efficiently answer common customer experience questions without the need for human intervention. More complex guest requests typically get routed to customer experience representatives.
Team Messaging & Dispatching: Streamline internal communications via messaging, eliminating radios.
Integrations: Messaging platforms must connect to key hotel software like property management systems and CRMs via API.
Website live chat: Increase the conversion rate of your hotel website by increasing customer satisfaction even before prospects book at your hotel. Answer key questions instantly to help guests make faster decisions.

How does guest messaging software improve hotel communication?

Guest messaging software improves hotel communication in many ways, including:

Unified inbox: A unified inbox is a single place for managing all messages from guests. It allows any member of your hotel staff to access the message and provide a prompt and helpful response.
Staff ticketing: Staff ticketing helps hoteliers easily track issues that guests experience. After receiving a guest message, GMS will assign it (or “ticket” it) to an appropriate staff member (i.e. maintenance, housekeeping, etc.). Through tickets, hoteliers can track the progression of issues and their resolution in real-time.
AI-powered responses: For commonly asked questions by guests, GMS sends AI-powered responses based on previous interactions. This ensures prompt, accurate, and efficient information sharing.
Check-in and check-out: GMS can track check-ins and check-outs for guests directly on the platform, instead of at the front desk to avoid unnecessary crowds.

PRICING

How much does guest messaging software cost?

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.

IMPLEMENTATION

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.

FAQs

Hoteliers Also Ask

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.

Why do hotels need specialized text messaging software?

Hotels need dedicated text messaging software for several reasons, leveraging the power of text messaging, SMS, and guest messaging to enhance the hotel guest experience, streamline operations, and maximize guest satisfaction. A comprehensive hotel text messaging solution can offer various functionalities and benefits, such as: Real-time communication: Text messaging provides instant and efficient communication between hoteliers and guests. With a messaging platform, hotels can engage in real-time conversations, allowing guests to ask questions, make requests, or resolve issues promptly. Automation and workflows: Messaging software enables automation of certain processes, such as pre-arrival notifications, check-in procedures, room service requests, and post-stay feedback. This automation helps save time and ensures consistent service delivery. Upselling opportunities: Through text messaging, hotels can effectively upsell their services and amenities. They can send personalized offers and promotions directly to guests, increasing the chances of generating additional revenue. Integration with existing systems: A good hotel messaging solution integrates with the hotel's Property Management System (PMS) and other systems. This integration enables seamless sharing of information, such as guest details, preferences, and notifications, between different hotel departments. Two-way communication: Text messaging software facilitates two-way communication, allowing guests to easily respond to messages, ask questions, or provide feedback. This interactive approach enables personalized service and ensures guest needs are met promptly. Internal communications: Messaging platforms are not limited to guest communication only. They also enhance internal communication among hotel staff members, including the front desk, concierge, and other teams. This improves collaboration, coordination, and overall efficiency. Templates and FAQs: Messaging software often provides pre-built message templates and FAQs, which hotel staff can use to quickly respond to common guest queries and requests. This helps streamline communication and ensures consistent and accurate responses. Multiple messaging apps: Hotel messaging software supports various messaging apps, such as WhatsApp, allowing guests to choose their preferred platform for communication. This flexibility accommodates guest preferences and convenience. Personalized service: Text messaging software enables hotels to deliver personalized service by accessing guest information and preferences from the PMS. This personalization creates a more tailored and memorable guest experience. Increased open rates: Text messages generally have higher open rates compared to emails, increasing the likelihood that guests will read and respond to important notifications, special offers, or guest requests. Post-stay feedback: Messaging platforms facilitate post-stay communication, enabling hotels to gather feedback and reviews from guests. This feedback is valuable for improving services, addressing issues, and maintaining guest satisfaction. Increased revenue: By utilizing effective guest messaging software, hotels can enhance the guest experience, increase upselling opportunities, and generate more revenue through personalized offers and promotions. Dedicated text messaging software for hotels offers a range of benefits, including improved guest communication, streamlined operations, enhanced guest satisfaction, and increased revenue. By leveraging the power of text messaging and integrating it with existing systems, hotels can provide personalized service, streamline workflows, and create memorable guest experiences in the dynamic hospitality industry.

Why should my property invest in a hotel text messaging system?

Investing in a hotel text messaging system, also known as SMS marketing or guest messaging software, is of paramount importance in the hospitality industry for a multitude of reasons. This technology enables real-time, two-way communication between hotel staff and guests, significantly enhancing the guest experience throughout the entire guest journey. Pre-Arrival Convenience: Guests can use their preferred communication channels, such as SMS, WhatsApp, or Facebook Messenger, to communicate with the hotel before their arrival. They can ask questions, make special requests, or receive confirmations, all while maintaining a contactless experience. Efficient Check-In: A hotel text messaging system streamlines check-in procedures. Guests can provide necessary information in advance, reducing wait times at the front desk. Automated messages and templates can be used for a quick and personalized check-in process. Upsell Opportunities: Hoteliers can use SMS marketing to promote room service, upgrades, add-ons, and special offers directly to guests. This not only increases revenue but also enhances the guest's stay by making it more tailored to their preferences. In-Stay Support: Guests can easily make requests, ask for information, or report issues during their stay using the messaging platform. This real-time communication helps hotels address concerns promptly, leading to higher guest satisfaction. Post-Stay Feedback: After check-out, hotels can continue to engage with guests through automated messages and surveys. This allows hotel management to gather feedback, improve service, and potentially earn positive reviews on platforms like TripAdvisor. Streamline Operations: Hotel text messaging software integrates seamlessly with property management systems (PMS) and other hotel management tools. This integration automates workflows and notifications, reducing manual tasks for the front desk, concierge, and other staff members. Personalized Communication: SMS marketing allows for personalized guest messaging, improving the guest's sense of being valued and understood. Chatbots and automated messages can address frequently asked questions (FAQs), reducing the workload of hotel staff. Effective Marketing: Hotels can use the messaging system to send targeted promotional messages to past guests, enticing them with exclusive offers and keeping them engaged with the property. Add-Ons and Notifications: The system can notify guests about check-out times, billing details, and any additional charges, ensuring transparency and preventing surprises. Enhanced Guest Service: By providing a convenient and efficient means of communication, hotels can deliver exceptional guest service, which is vital for guest satisfaction and loyalty. A hotel text messaging system like Canary, Duve or Akia is essential for the hospitality industry as it allows hotels to streamline operations, improve guest communication, upsell services, and ultimately enhance the overall guest experience. By leveraging SMS marketing and text messaging software, hotels can adapt to the changing demands of guests and maintain a competitive edge in the market.

What are the main ways that hotel messaging helps deliver better guest experiences?

Hotels can use messaging to communicate with their guests in various ways throughout the guest journey. Here are key use cases for hotels to enhance guest communication through hotel messaging: Pre-Arrival Information: Prior to guests' arrival, hotels can send essential information such as reservation confirmations, check-in details, and directions to the property. This helps guests prepare for their stay and reduces any potential confusion. Special Requests: Guests can use messaging to make special requests, such as room preferences, dietary restrictions, or requests for additional amenities. Hotel staff can acknowledge and fulfill these requests promptly. Check-In and Check-Out: Messaging can streamline the check-in and check-out processes. Guests can provide their information in advance, receive room keys digitally, and receive notifications about check-out times and procedures. Room Service and Dining: Hotels can allow guests to place orders for room service, request restaurant reservations, or inquire about dining options through messaging. This provides a convenient way for guests to access food and beverage services. Concierge Services: Guests can use messaging to seek recommendations, book tours, request transportation, or make spa appointments. The hotel's concierge can provide personalized assistance via messaging. Upgrades and Add-Ons: Hotels can promote room upgrades, add-on services, and special offers to guests via messaging. This can lead to increased revenue for the property and a more customized experience for the guest. Notifications and Reminders: Messaging can be used to send notifications and reminders to guests, such as event schedules, wake-up calls, or information about on-site amenities. Guest Feedback and Surveys: After check-out, hotels can request feedback from guests through messaging, allowing them to share their thoughts and experiences. This feedback is valuable for improving service quality. Troubleshooting and Issue Resolution: Guests can report issues or problems with their room or services through messaging. This enables the hotel to address and resolve issues in a timely manner, enhancing guest satisfaction. Post-Stay Engagement: Hotels can stay engaged with guests after their stay by sending thank-you messages, special offers for future stays, and updates on hotel news and events. This can foster guest loyalty and repeat bookings. Emergency Communication: In case of emergencies or urgent situations, hotels can use messaging to provide guests with important information and instructions to ensure their safety. Contactless Experience: In an era of contactless services, messaging provides a safe and convenient way for guests to interact with the hotel without physical contact, which is particularly relevant in light of health and safety concerns. Personalized Communication: By analyzing guest preferences and behavior, hotels can tailor their messages to individual guests, providing a more personalized and memorable experience. Incorporating hotel messaging into these key use cases can significantly enhance guest satisfaction, streamline operations, and improve overall guest communication throughout their stay.

10 Best Guest Messaging and Communication Software for Hotels - 2025 Picks

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