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10 Best Hotel Guest Messaging Software Tools of 2026
This list is based on research we’ve conducted since 2017, analyzing dozens of hotel management systems using verified hotelier reviews, product deep dives, and our proprietary HTScore.
Jordan Hollander · Ex-Starwood, Kellogg MBA, Hotel Tech Expert
Jordan Hollander
CEO @ Hotel Tech Report
Jordan is the co-founder of HotelTechReport, the hotel industry's app store where millions of professionals discover tech tools to transform their businesses. He was previously on the Global Partnerships team at Starwood Hotels & Resorts. Prior to his work with SPG, Jordan was Director of Business Development at MWT Hospitality and an equity analyst at Wells Capital Management. Jordan received his MBA from Northwestern’s Kellogg School of Management where he was a Zell Global Entrepreneurship Scholar and a Pritzker Group Venture Fellow.
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Hotel Guest Messaging Software Shortlist
Here are 10 of top Hotel Guest Messaging Software platforms that are covered in this in-depth guide:
- 1. Canary Technologies — Best for saving time and improving communication.
- 2. LIKE MAGIC — Best for personalizing guest communication and enhancing their stay.
- 3. TrustYou — Best for reducing front desk workload with automated guest replies.
- 4. eviivo — Best for managing every guest message in one AI inbox.
- 5. Cloudbeds — Best for pre-arrival to post-stay guest communication and engagement.
- 6. Mews — Best for automating guest requests with ease
- 7. Duve — Best for reducing front desk congestion
- 8. HiJiffy — Best for automating guest interactions with instant, multilingual responses.
- 9. Bookboost AB — Best for automating guest communication with ease
- 10. hub OS — Best for managing guest communications in one place
Over 2M+ Leading Hotel Professionals Trust Our Advice
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CONTRIBUTING EXPERTS
How We Evaluate Hotel Guest Messaging Software
Managing guest communication is one of the most operationally demanding parts of running a hotel. When messaging breaks down, response times slow, staff get overwhelmed, and small issues turn into bad reviews. Guest messaging software is designed to prevent that—but not all platforms actually deliver on those outcomes.
I’ve spent over 15 years working in hotel operations and hospitality technology, supporting properties ranging from boutique independents to large global brands. Over that time, I’ve seen firsthand how effective guest messaging can transform day-to-day operations—and how poorly designed tools can create more noise, fragmentation, and missed requests than they solve.
At HotelTechReport, we evaluate guest messaging software based on how well it supports the core workflows and business objectives hotels actually care about, not just surface-level features. Our research team has demoed dozens of platforms and analyzed 3775 verified hotelier reviews from properties across 89 countries to understand what works in real hotel environments.
To help you save time and reduce risk, we surveyed 3775 hoteliers across 89 countries to create this in-depth guide. Inside, you’ll find everything you need to evaluate and select the right guest messaging software for your property, including:
Rankings & Reviews: Top-rated guest messaging platforms based on verified hotelier feedback
Expert Insights: Recommendations by hotel size, type, and operational complexity
Comparisons: Side-by-side workflow, automation, and integration comparisons
Pricing: Cost benchmarks, pricing models, and common tradeoffs
Integrations: Real-world lessons on PMS connectivity, task routing, and adoption
Our goal is simple: help you choose guest messaging software that improves guest satisfaction, increases operational efficiency, and reduces front desk workload—without adding unnecessary complexity.
Guest messaging software is built primarily for in-stay (and sometimes post-stay) communication, enabling hotels to manage two-way conversations between guests and internal teams. Because these tools sit at the intersection of guest experience and operations, we evaluate them against five core workflows and outcomes:
Staff-to-Guest Messaging: How effectively the platform enables real-time, two-way communication with guests across channels like SMS, WhatsApp, web chat, and in-app messaging—while keeping conversations organized, assigned, and actionable.
Staff-to-Staff Coordination: Whether internal messaging and collaboration tools help teams coordinate around guest requests without relying on radios, phone calls, or fragmented tools.
Task Management & Escalations: How well the platform interoperates with—or natively supports—task management, including request routing, prioritization, SLA tracking, and escalations across departments like housekeeping, maintenance, and front office.
Revenue & Upselling Capabilities: The ability to drive incremental revenue through native upselling, automated offers, and contextual recommendations that increase TRevPAR without adding manual workload for staff.
Feedback, Service Recovery & Reviews: Built-in tools for collecting guest feedback, identifying issues in real time, supporting service recovery, and converting positive experiences into public reviews.
Guest messaging platforms are typically used after a booking is made, include a staff-facing inbox or dashboard, and combine automation with active human involvement. They are deeply embedded in daily hotel operations and are most often owned by General Managers, Front Office leaders, and Operations or Guest Experience teams.
1. Large Hotels & Resorts
For large hotels and resorts, guest messaging isn’t just a communication tool—it’s an operational command center. With thousands of in-stay conversations happening across departments, locations, and shifts, messaging software must scale without becoming chaotic. Guests expect instant responses, consistent tone, and seamless handoffs no matter who’s on duty.
Defining characteristics:
High guest volume with simultaneous conversations
Multiple departments handling guest requests
Formal procurement involving IT, operations, and brand teams
Strong emphasis on SLAs, reporting, and service consistency
Messaging tied to enterprise workflows and escalation paths
Common needs & preferences:
Centralized inbox with role-based routing
Clear accountability and request ownership
Tight integration with task management and PMS
Analytics to track response times and service quality
Proven vendors with enterprise references
Key features and needs:
feature title | description | why it’s critical | feature type |
|---|---|---|---|
omnichannel guest inbox | unified inbox for SMS, WhatsApp, web, and in-app messages | prevents missed messages and fragmented conversations at scale | feature |
advanced routing & escalations | rules-based assignment by department, shift, or priority | ensures fast resolution and SLA compliance | feature |
task management interoperability | native tasks or deep integrations with ops systems | large resorts rely on structured workflows, not ad hoc chats | integration |
performance analytics & SLAs | reporting on response time, resolution, and volume | enables management oversight and service optimization | feature |
enterprise support & scalability | 24/7 support, uptime guarantees, multi-property readiness | messaging downtime directly impacts guest experience | pricing model |
2. Boutique & Independent Hhotels
Boutique hotels compete on personality and personalization. Guest messaging software needs to feel like an extension of the brand—not a generic support tool. With lean teams and high expectations, simplicity, tone control, and thoughtful automation matter more than raw scale.
Defining characteristics:
High-touch guest experience and brand identity
Lean teams with limited IT support
Strong reliance on reviews and reputation
Preference for intuitive, design-forward tools
Owners or GMs closely involved in daily ops
Common needs & preferences:
Easy-to-use staff inbox
Personalized, non-robotic guest communication
Automation that feels human, not scripted
Lightweight upselling without feeling pushy
Tools that reduce workload without adding complexity
Key features and needs:
feature title | description | why it’s critical | feature type |
|---|---|---|---|
branded messaging experience | customizable templates, tone, and sender identity | keeps communication aligned with the hotel’s personality | feature |
simple staff inbox | clean UI with minimal training required | lean teams can’t afford complex workflows | feature |
contextual automation | triggers for arrival, requests, and follow-ups | saves time while preserving a personal feel | feature |
native upselling | targeted offers for upgrades or amenities | increases TRevPAR without manual selling | feature |
review & feedback capture | in-stay feedback and post-stay review prompts | protects reputation and drives organic demand | feature |
3. Small Hotels & B&Bs
For small hotels and B&Bs, guest messaging software should be dead simple. Owners are often the front desk, housekeeping, and manager all at once. The right platform replaces phone calls and scattered texts with one clear place to communicate—without setup headaches or hidden costs.
Defining characteristics:
Owner-operated or very small teams
Limited budget and tech resources
Direct relationships with guests
Low tolerance for complexity
Strong focus on repeat guests and reviews
Common needs & preferences:
Plug-and-play setup
One inbox for everything
Affordable, transparent pricing
Minimal automation that just works
Tools that reduce interruptions
Key features and needs
feature title | description | why it’s critical | feature type |
|---|---|---|---|
single unified inbox | one place for all guest conversations | eliminates missed messages and context switching | feature |
simple automation | basic auto-replies and check-in messages | saves time without configuration overhead | feature |
mobile-first design | manage messages from a phone | owners aren’t always at a desk | feature |
affordable pricing | flat, predictable monthly cost | fits tight operating margins | pricing model |
quick onboarding | self-service setup in minutes | avoids implementation delays or consultants | feature |
4. Budget Hotels, Motels & Hostels
In budget-focused properties, guest messaging is about speed, efficiency, and deflection. With high turnover and thin margins, messaging software must reduce front desk workload, automate common requests, and handle volume without adding labor.
Defining characteristics:
Price-sensitive guests and short stays
High message volume relative to staff size
Minimal front desk coverage
Strong OTA dependency
Low tolerance for downtime or complexity
Common needs & preferences:
Automation-first messaging
Clear deflection of repetitive questions
Fast implementation and low cost
Reliable delivery across SMS and web
Focus on operational efficiency over personalization
Key features and needs
feature title | description | why it’s critical | feature type |
|---|---|---|---|
automated responses & FAQs | instant replies to common requests | reduces staff load during peak periods | feature |
task routing to ops teams | auto-create and assign requests | keeps lean teams coordinated | feature |
lightweight inbox | fast, no-frills interface | minimizes training and errors | feature |
volume-friendly pricing | pricing that scales with occupancy | protects margins in high-turnover environments | pricing model |
out-of-the-box setup | preconfigured workflows | avoids time-consuming setup | feature |
While Guest Messaging Software and Hotel Chatbots are often mentioned together — and some vendors offer both — they are distinct product categories on Hotel Tech Report because they serve different use cases, buyers, and stages of the guest journey.
Hotel Chatbots
Hotel Chatbots are primarily designed for pre-stay guest engagement, with a strong focus on automation and conversion.
Example:
Key characteristics:
Used mainly before a booking is made
Commonly deployed on hotel websites, booking pages, and social channels
Handle FAQs, availability questions, rates, policies, and basic booking assistance
Emphasize automation over human intervention
Goal is to convert lookers into bookers and reduce inbound sales inquiries
Typical buyer:
Marketing, Revenue, or Reservations teams
Common success metrics:
Conversion rate, booking volume, lead capture, response speed
Guest Messaging Software
Guest Messaging Software is built for in-stay (and sometimes post-stay) communication, enabling hotels to manage two-way conversations between guests and staff.
Example:
Key characteristics:
Used mainly after a guest has booked and during their stay
Includes a staff-facing inbox or dashboard for managing guest messages and service requests
Supports channels like SMS, WhatsApp, web chat, and in-app messaging
Combines automation with active staff involvement
Focuses on guest experience, service recovery, and operational efficiency
Typical buyer:
General Manager, Front Office, or Operations teams
Common success metrics:
Response time, guest satisfaction, request resolution, operational efficiency
Although some platforms offer both capabilities, the categories are separated because:
They solve different problems
They target different hotel teams
Buyers searching each category have different intent and evaluation criteria
To avoid confusion for hoteliers and to ensure accurate product discovery, Hotel Tech Report categorizes products based on their primary use case, core functionality, and main buyer.
Summary
Hotel Chatbots → Pre-stay, automated, conversion-focused
Guest Messaging Software → In-stay, two-way, operations-focused
Both are valuable and many vendors offer both solutions — but they exist for different moments in the guest journey and are evaluated by different hotel decision-makers.
If you're interested in both, here are a few examples of vendors who offer both:
Canary AI Webchat (chatbot) and Canary Messages (messaging)
HiJiffy Hotel Chatbot (chatbot) and HiJiffy Messaging (messaging)
Akia Web Chat (chatbot) and Canary Messages (messaging)
If you’ve ever tried comparing hotel guest messaging platforms side-by-side and walked away more confused than when you started, you’re not alone. The reality is that comparing guest messaging software is a lot like comparing hotel operations themselves—what works perfectly for a 10-room boutique hotel can completely fall apart in a 500-room resort running three shifts and multiple departments.
Most guest messaging platforms sound similar on the surface. They all promise faster response times, happier guests, and fewer phone calls to the front desk. But once you look beyond the marketing language, the differences start to matter—a lot. Here’s why choosing the right guest messaging platform is more complex than it seems.
1. Guest Messaging Platforms Are Built For Different Operational Models
Some guest messaging tools are designed for lean teams that just need a simple inbox to handle guest requests. Others are built to support enterprise-scale operations with complex routing, task escalation, and SLA tracking across departments.
Comparing these platforms without understanding who they’re built for is like comparing a walkie-talkie to a call center system—both facilitate communication, but only one is designed to manage hundreds of concurrent conversations with accountability and reporting.
2. “Automation” Means Very Different Things Across Vendors
Every guest messaging vendor claims to offer automation. In practice, that can mean anything from basic auto-replies to sophisticated workflows that route requests, trigger tasks, escalate issues, and prompt upsell offers at the right moment.
The functionality may exist on a feature checklist, but how configurable, reliable, and context-aware it is varies dramatically. Without evaluating automation in the context of real hotel workflows, it’s easy to overestimate what a platform can actually handle day-to-day.
3. Staff-To-Guest And Staff-To-Staff Messaging Are Often Confused
Some platforms excel at guest-facing communication but fall short when it comes to internal coordination. Others are strong operational tools but clunky or impersonal on the guest side.
Effective guest messaging software must support both—clear communication with guests and seamless coordination between front desk, housekeeping, maintenance, and management. Platforms that don’t handle this handoff well often create more internal friction than they remove.
4. Revenue And Upselling Capabilities Are Uneven And Easy To Overestimate
Many vendors advertise upselling and revenue features, but not all upsell tools are created equal. Some platforms offer little more than generic message blasts, while others enable contextual, automated offers tied to stay details, guest behavior, and timing.
Without understanding how upsells are triggered, tracked, and reported, it’s difficult to know whether a platform will actually increase TRevPAR—or just add noise to the guest experience.
5. Feedback And Service Recovery Tools Vary Widely In Effectiveness
In-stay feedback collection and service recovery are some of the most valuable use cases for guest messaging software, yet they’re often implemented poorly. Some platforms surface issues in real time and help teams resolve them before checkout. Others collect feedback but bury it in reports that no one reviews until it’s too late.
The difference between these approaches can mean the difference between a recovered stay and a negative review.
6. Pricing And Scale Can Change The Economics Completely
Guest messaging pricing models range from flat monthly fees to per-room, per-message, or occupancy-based pricing. A solution that’s affordable for a small hotel can quickly become cost-prohibitive at scale—or vice versa.
Comparing pricing without factoring in message volume, automation usage, and staff adoption often leads to unpleasant surprises after rollout.
The Bottom Line
Guest messaging software isn’t one-size-fits-all. The category is fragmented, workflow-driven, and tightly coupled to how a hotel operates day-to-day. Comparing platforms without segment context leads to surface-level comparisons—and costly mistakes.
Choosing a guest messaging platform isn’t about finding the tool with the most features. It’s about finding the one that fits your operational reality.
That’s why we built our vendor selection framework around a single principle: guest messaging software should be evaluated based on real hotel workflows and outcomes—not marketing claims.
Our methodology groups hotels into four core segments—Large Hotels & Resorts, Boutique & Independent Hotels, Small Hotels & B&Bs, and Budget Hotels, Motels & Hostels—each with distinct communication needs, staffing models, and success metrics.
This segment-aware approach helps you:
Identify the workflows and features that actually matter for your hotel type
Compare vendors built for similar operational complexity
Avoid platforms that look impressive in demos but break down in real-world use
And because our framework is backed by {{reviews}} verified hotelier reviews, real implementation feedback, and constantly updated integration data, you’re not just getting opinions—you’re getting evidence-based recommendations tailored to how your hotel actually runs.
In a category where every vendor promises faster replies and happier guests, our framework helps you find the guest messaging software that truly delivers on both.
Best Hotel Guest Messaging Software by Property Type
These rankings are driven by data, not opinions. By analyzing tens of thousands of verified hotelier reviews and real-world usage signals across different hotel segments, we identify the guest messaging platforms that perform best for specific communication workflows and operating models. The result: clearer, more reliable recommendations based on what actually works for hotels like yours—at your size, complexity, and service level.
Best for Branded Hotels
Canary Messages is rated 96% by 783 Branded Hotels
Best for Bed & Breakfast & Inns
Canary Messages is rated 96% by 694 Bed & Breakfast & Inns
Best for Vacation Rentals & Villas
Duve - Communication Hub is rated 93% by 170 Vacation Rentals & Villas
Best for Boutiques
Canary Messages is rated 96% by 668 Boutiques
Best for Limited Service & Budget Hotels
Canary Messages is rated 96% by 542 Limited Service & Budget Hotels
Best for Airport/Conference Hotels
Canary Messages is rated 96% by 525 Airport/Conference Hotels
Best for Luxury Hotels
Canary Messages is rated 96% by 490 Luxury Hotels
Best for Resorts
Canary Messages is rated 96% by 452 Resorts
Best for City Center Hotels
Canary Messages is rated 96% by 351 City Center Hotels
Best for Extended Stay & Serviced Apartments
Canary Messages is rated 98% by 146 Extended Stay & Serviced Apartments
Best for Hostels
Duve - Communication Hub is rated 96% by 128 Hostels
Best for Motels
Canary Messages is rated 97% by 94 Motels
Best for Casinos
Canary Messages is rated 96% by 58 Casinos
Best for RV Parks & Campgrounds
Canary Messages is rated 92% by 20 RV Parks & Campgrounds
How to Choose the Right Guest Messaging Provider
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- HT Score: The Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, customer support, user reviews, expert recommendations, integrations availability and geographic reach to help buyers better understand their products.
- Popularity: Sorts listings by number of user reviews and reported installs, most to least.
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Hotel Guest Messaging Software Features & Comparison
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Everything You Need to Know About Guest Messaging Software
Not sure where to start with guest messaging software? This section is your crash course. We’ll break down what guest messaging software actually is, how it supports in-stay (and post-stay) communication, which features matter most, how pricing models typically work, and what to look for when evaluating integrations like PMS, task management, and upsell tools. We’ll also cover the operational benefits, common pitfalls hotels run into, and key trends shaping the category. It’s everything you need to get oriented—based on real-world insights from thousands of hoteliers using these platforms every day.
2026 Guest Messaging Software Buyer's Guide
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What is Hotel Guest Messaging Software?
Hotel guest messaging software is a specialized technology that enables hotels to engage with their guests one-on-one. This type of personalized communication is done through various channels, including text, email, or in-app messaging. GMS allows guests to contact hoteliers in just a few clicks and get an instant reply. This is achieved through automatic responses that hotel staff sets up in advance to ensure prompt and efficient communication. Also, GMS sends instant confirmations to guests for bookings, reminders, or changes to their accommodations. This software allows guests to request personalized services such as housekeeping, maintenance, or room service directly from the comfort of their hotel beds. GMSs are usually integrated with property management systems. This ensures immediate data synchronization across all systems and platforms that your hotel uses. As a result, you can prevent mishaps such as double booking, overcharging, or other issues that sometimes come up in hotel management. Lastly, hotel guest messaging software gathers customer feedback through surveys and reviews of their experience. Whether from one interaction or based on their entire stay, guests can freely and directly provide you with helpful insights on how to improve your services.
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.
- Team Messaging
- Broadcast Messaging
- Desktop App (non-web based)
- Photo Sharing
- Mobile App
- Mobile Friendly
- Live Translations
- Website Livechat
- Team Messaging
- Broadcast Messaging
- Desktop App (non-web based)
- Photo Sharing
- Mobile App
- Mobile Friendly
- Live Translations
- Website Livechat
- Whatsapp Integration
- Facebook Messenger Integration
- SMS text messaging
- Website Livechat
- Whatsapp Integration
- Facebook Messenger Integration
- SMS text messaging
- Website Livechat
- Message Routing
- Automated Replies
- Chatbot Booking Agent
- Broadcast Messaging
- Upsell Fulfillment Tracking
- Open API
- Automated Workflows
- Message Routing
- Automated Replies
- Chatbot Booking Agent
- Broadcast Messaging
- Upsell Fulfillment Tracking
- Open API
- Automated Workflows
- Upsell Marketplace
- Offer Campaigns
- Upsell Fulfillment Tracking
- Purchase Links
- Charge to Folio
- Room Upgrades Campaigns
- Upselling Campaigns
- Upsell Marketplace
- Offer Campaigns
- Upsell Fulfillment Tracking
- Purchase Links
- Charge to Folio
- Room Upgrades Campaigns
- Upselling Campaigns
- Ticketing System
- Tasks & Checklists
- Inspections
- Recurring Tasks
- Upsell Fulfillment Tracking
- Ticketing System
- Tasks & Checklists
- Inspections
- Recurring Tasks
- Upsell Fulfillment Tracking
- Messaging Guest Surveys
- TripAdvisor Review Partner
- Guest Reviews Campaigns
- Messaging Guest Surveys
- TripAdvisor Review Partner
- Guest Reviews Campaigns
- Analytics dashboard
- Guest History
- Upsell Fulfillment Tracking
- Team KPIs Dashboard
- Custom Goal Setting
- Analytics dashboard
- Guest History
- Upsell Fulfillment Tracking
- Team KPIs Dashboard
- Custom Goal Setting
- Automated Opt-In/Consent Collection
- Secured Data Protection
- Open API
- Automated Opt-In/Consent Collection
- Secured Data Protection
- Open API
- Document & Passport Scanning
- Credit Card Authorization
- Mobile Keys
- Custom Fields
- Document & Passport Scanning
- Credit Card Authorization
- Mobile Keys
- Custom Fields
- Chatbot Booking Agent
- Booking Recovery Campaigns
- Behavioral Marketing Campaigns
- Email to Chatbot Automation
- Smooth Handover to Human Agents
- Click to Call
- Lead Qualification
- OTA Price Comparison
- Interface Personalization
- Chatbot Booking Agent
- Booking Recovery Campaigns
- Behavioral Marketing Campaigns
- Email to Chatbot Automation
- Smooth Handover to Human Agents
- Click to Call
- Lead Qualification
- OTA Price Comparison
- Interface Personalization
- Digital Check-in
- Room Upgrades Campaigns
- Upselling Campaigns
- Automated Workflows
- Custom Routing and Escalations
- Pre-programmed Guest Notifications
- Guest Reviews Campaigns
- Retention Campaigns
- Digital Check-in
- Room Upgrades Campaigns
- Upselling Campaigns
- Automated Workflows
- Custom Routing and Escalations
- Pre-programmed Guest Notifications
- Guest Reviews Campaigns
- Retention Campaigns
- Unified Omnichannel Inbox
- Status Tabs in Inbox Navigation
- Assigning Agents
- Canned Responses
- User Profile Customizations
- Multi Property Management
- Customizable Working Hours
- Unlimited Users
- Unified Omnichannel Inbox
- Status Tabs in Inbox Navigation
- Assigning Agents
- Canned Responses
- User Profile Customizations
- Multi Property Management
- Customizable Working Hours
- Unlimited Users
- Chatbot Booking Agent
- Sentiment Analysis
- Self-Learning NLP
- Syntax & Semantic Analysis
- Behavioral Analysis
- Customer Profiling
- Prediction & Forecasting
- Chatbot Booking Agent
- Sentiment Analysis
- Self-Learning NLP
- Syntax & Semantic Analysis
- Behavioral Analysis
- Customer Profiling
- Prediction & Forecasting
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.
Critical Integrations For Guest Messaging Software
When you’re evaluating guest messaging software, it’s easy to get distracted by long integration lists. But not all integrations matter equally—and some are absolutely non-negotiable.
Unlike an HMS, guest messaging platforms aren’t meant to replace core systems. Their job is to sit on top of your operational stack and orchestrate communication between guests and staff in real time. That only works if the right systems are connected cleanly and reliably.
At a minimum, effective guest messaging software must support:
Two-way staff-to-guest communication across SMS, WhatsApp, web chat, or in-app messaging
Internal coordination between front desk, housekeeping, maintenance, and management
Task creation, routing, and escalation tied directly to guest requests
Contextual upselling and feedback driven by stay data
If those workflows aren’t supported natively or through deep integrations, the platform will quickly become just another inbox.
Once you’ve confirmed that the core messaging experience is solid, these are the external integrations that matter most—the ones that allow guest messaging software to plug into the broader operational and revenue ecosystem of your hotel.
Why Integration Depth Matters More Than Integration Count
Most guest messaging vendors will say they “integrate” with your PMS or task system—but that can mean very different things.
A shallow integration might only sync guest names once per day. A deep integration allows the platform to:
Auto-route requests based on room status or department
Trigger escalations when SLAs are missed
Surface guest context (VIP status, stay length, preferences) inside the inbox
Track resolution and service recovery outcomes
If integrations are loosely coupled or rely on manual workarounds, staff end up switching tools, copying information, and losing accountability—exactly the problems guest messaging software is supposed to solve.
What To Look For When Evaluating Integrations
When reviewing a guest messaging platform, ask:
Is the integration real-time or batch-based?
Are tasks created automatically, or manually by staff?
Does the PMS sync include stay status, room moves, and check-out timing?
Can upsells and feedback be triggered contextually, not blasted?
Who supports the integration when something breaks—the messaging vendor or the PMS?
The best guest messaging platforms don’t just connect systems—they orchestrate workflows across them.
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.
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.
Hoteliers Also Ask
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.
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.
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.
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.
A hotel text messaging system is essential because it transforms how hoteliers handle guest communication across the entire guest journey — from pre-arrival to post-stay. In today’s hospitality industry, guests expect quick, convenient, and contactless interactions. Whether through SMS, WhatsApp, messenger, or other messaging apps, a strong guest messaging solution allows you to meet those expectations with real-time responses and proactive notifications.
Instead of relying on phone calls or slow emails, hotel guest messaging makes it easy for the front desk, concierge, and other hotel staff to handle guest requests, answer common questions, and send automated messages like welcome messages, check-in instructions, or special offers. This improves guest satisfaction, saves time, and helps streamline operations.
Great guest messaging software integrates with your PMS and other systems to ensure smooth workflows and accurate data. AI-powered chatbots can assist with FAQs and service requests, while human staff can jump in for more complex guest interactions. These integrations help with operational efficiency, making your team faster and more responsive.
A messaging system also unlocks opportunities for upselling — sending room upgrades, room service offers, and special offers at just the right moment. Personalized guest messaging boosts guest engagement and encourages direct bookings, helping you avoid OTA fees and strengthen loyalty.
After the guest’s stay, you can automatically request guest feedback and drive online reviews on platforms like Tripadvisor, leading to more positive reviews and repeat business. Providers that offer smart pricing and powerful functionalities like templates, workflows, and two-way communication make it simple for hotels of any size to improve hotel operations.
If you need to send a message to a hotel guest right now, open your hotel’s messaging software. Most platforms are integrated with your PMS so you can easily pull the guest’s phone number or contact info. Start by sending a personalized welcome message or check-in reminder — templates make this quick and help streamline guest communication without wasting time.
Make sure you’re using the right communication channel, whether it’s SMS, WhatsApp, or messenger. Guests expect real-time communication, and fast responses are key to guest satisfaction. If they’ve already reached out with a request, respond immediately. That two-way interaction is what makes guest messaging so powerful.
While they’re on property, don’t just wait for them to ask. Send notifications about room upgrades, special offers, or room service — these upsell opportunities drive revenue and boost guest engagement. If guests have common questions, have templates or FAQs ready to go, so your front desk and concierge teams can respond instantly and consistently.
After their stay, follow up with a thank-you message, request online reviews, and offer direct booking incentives for next time. This simple post-stay communication helps drive loyalty and strengthens your reputation.
If you’re using a solid hotel guest messaging system, it should automate workflows, help staff manage guest interactions in real time, and improve hotel operations overall. Messaging software isn’t just about convenience — it’s about operational efficiency, better guest experiences, and turning every guest interaction into an opportunity.
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