When paired with the right tech tools, guest messaging becomes a strategic approach to boosting revenue and driving more direct bookings. The key lies in mastering effective communication with your guests.
In today’s fast-paced hospitality landscape, travelers expect quick, high-quality responses—regardless of their chosen communication channel. At the same time, a well-executed hotel guest messaging strategy drives revenue by increasing direct bookings, upsells, and loyalty.
Delivering timely, relevant messages through guests’ preferred platforms can be a game-changer for your hotel. Beyond strengthening relationships, an effective communication approach unlocks new revenue streams.
When used strategically, pre-, during-, and post-stay interactions generate outstanding results. Asksuite clients who leverage automation and personalization have already achieved up to 166x ROI!
In this article, we’ll explore the impact of guest messaging, how hospitality-focused technology enhances communication, five essential automation workflows, and real success stories from Asksuite clients.
Let’s get started!
What is hotel guest messaging?
Hotel guest messaging refers to digital tools used to engage with travelers before, during, and after their stay. When integrated into an omnichannel platform, it consolidates all conversations, providing a complete history for reservation staff.
Since messaging can be repetitive and high-volume—leading to potential errors—it’s essential to rely on hospitality-driven automation. This prevents staff overload and minimizes mistakes, such as incorrect names or dates.
Automation ensures essential communication—confirmations, check-in details, and post-stay follow-ups—are sent at optimal moments without manual effort. This level of responsiveness aligns with guest expectations for instant, relevant information.
At the same time, personalization transforms routine interactions into tailored experiences. By leveraging guest data, hotels can craft targeted offers, amenity recommendations, and customized tips. Together, automation and personalization create a seamless, engaging experience.
Are you in the know? AskFlow, the latest launch from Asksuite, empowers hotels to create automated, customized messaging workflows via WhatsApp throughout the entire guest journey.
Seamlessly integrating with key hotel systems and Asksuite’s omnichannel platform, AskFlow enables tailored messaging based on your hotel’s objectives while maintaining full visibility into interactions.
By pulling real-time data from multiple platforms, these integrations enhance efficiency, reduce manual workload, and improve accuracy. Impressive, right?
Let’s explore how this specialized tech transforms guest communication and drives value for your hotel. WhatsApp API to empower your hotel’s communication throughout the entire guest journey, from pre-stay to post-stay.
How to use intelligent integrations to enhance hotel guest messaging?
Smart connections between tech solutions are essential for optimizing hotel operations, automating tasks, and driving revenue. By integrating messaging workflows with key hotel systems, properties can improve processes, reduce manual effort, and ensure guests receive timely, relevant updates throughout their stay cycle.
Let’s take a closer look:
PMS integration
Syncing your messaging platform with the PMS guarantees all interactions are based on up-to-date reservation details.
This integration allows hotels to send recovery-cart messages, pre-arrival reminders, check-in instructions, and room upgrade offers without manual input. Instant access to accurate guest data enables proactive service, faster issue resolution, and minimizes risks like overbookings or miscommunication.
Additionally, PMS connectivity facilitates automated post-stay follow-ups, helping hotels gather valuable feedback and encourage repeat visits.
CRM integration
A direct link between your CRM and messaging platform facilitates highly customized interactions. By leveraging historical data—such as past stays, preferences, and special requests—hotels can make tailored offers and recommendations. Returning guests may receive exclusive loyalty perks, while first-time visitors get personalized welcome messages based on their booking details.
This level of customization strengthens relationships, boosts direct bookings, and promotes overall satisfaction.
Spreadsheet and External Data Integrations
For hotels managing guest data in spreadsheets or tracking key metrics externally, integrating these files with a messaging system simplifies processes without requiring advanced tech.
Automated data imports make it easy to trigger bulk messages for special promotions, group bookings, or event reminders. By consolidating information from multiple sources, these integrations help hotels reach guests with the right message, at the right time, on the right channel—improving workflow efficiency, elevating the guest experience, and unlocking new revenue opportunities.
Pro tip: AskFlow is a technology designed to be easily integrated with the most commonly used systems in the hospitality industry. This allows you to extract your guests’ information regardless of the resource your hotel uses. Besides, with AskFlow, you can go beyond guest messaging by also engaging travelers, re-engaging them, and encouraging direct bookings!
Tech specialized in the hospitality industry takes into account the specificities of the sector—unlike general-purpose tools, which often overlook the unique characteristics of a particular market.
5 workflows to communicate with guests throughout their journey
Now you know the importance of guest messaging, let’s check out some practical tips for you to implement at your hotel.
Here are 5 workflows to be used during every stage of your guest’s stay!
1. Abandoned booking recovery
Not every traveler completes their reservation on the first attempt. By detecting abandoned bookings and triggering an automated follow-up message, hotels can recover missed revenue opportunities and increase direct bookings.Â
A well-timed message can remind potential guests of their incomplete reservation, highlight the benefits of booking directly, or even offer a limited-time incentive, such as a discount or free upgrade. This workflow re-engages potential guests and boosts conversion rates.
Real-life success case: An Asksuite client using AskFlow achieved an impressive 166x ROI by following up on abandoned bookings with guests who had requested a quote but hadn’t completed their reservation.
2. Early check-in message
Guests appreciate flexibility, and an early check-in message allows hotels to manage arrivals efficiently while avoiding lines at the front desk at peak times. A few days before the guest’s arrival, an automated message can inform them about the option to check in online. This improves the guest experience by offering convenience while optimizing the hotel’s operation.
Free guide alerto: Asksuite & Oracle Hospitality partnerd up to create The Premiere Guide to 1:1 Automated Guest Communication. In this practical material, you’ll find relevant workflows to easily implement in your hotel. Download now!
3. Welcome message with amenity offers
A well-crafted welcome message sets the tone for a guest’s stay. Shortly after arrival, an automated message can greet guests and provide useful information, such as Wi-Fi details, restaurant hours, or concierge services.
This is also the perfect moment to offer relevant extra services, such as spa treatments, room service discounts, or late check-out options. By personalizing offers based on preferences or stay details, hotels can increase in-house revenue while making guests feel valued.
4. Early check-out message
The night before check-out, an automated message can remind guests of their scheduled departure time and provide the option to check out early via mobile device. As the check-in messaging strategy, this also reduces front desk congestion, improves operational efficiency, and ensures a hassle-free guest experience.
5. Post-stay review request
Guest feedback is crucial for service improvement and online reputation management. A few days after check-out, an automated message can thank guests for their stay and encourage them to leave a review on platforms like Google, TripAdvisor, or the hotel’s website.
To increase response rates, the message can include a direct link to the review page and a personalized note appreciating their visit. Higher review volumes and positive feedback attract future guests and improve search rankings.
By implementing these five automated workflows, hotels can ensure proactive guest engagement at every stage of the journey. These workflows not only enhance the guest experience but also drive revenue, increase efficiency, and strengthen guest relationships—all with minimal manual effort.
How are Asksuite’s clients using a personalized and automated communication strategy?
Asksuite clients who have implemented automated and personalized guest communication throughout the entire journey are seeing outstanding results! This strategy benefits different types of hotels, whether the main goal is to boost revenue or enhance operational efficiency.
Beyond the client who achieved a 166x ROI by following up on abandoned bookings, the response rates for messages sent via AskFlow are equally impressive.
One hotel chain saw a 47% re-engagement rate when sending abandoned cart recovery messages, while another experienced a nearly 3x increase in operational efficiency.
If you want to engage with guests at every stage of their journey and leverage technology ranked among the top 5 in the world, talk to an expert today!
