New on WhatsApp: Your Hotel Can Now Have an @Username

Anyone working in reservations and traveler experience knows that WhatsApp is no longer just a customer service channel. Today, it is one of the main gateways for new travelers, recovering sales opportunities, and building relationships throughout the entire journey.

Therefore, any new feature on WhatsApp deserves attention.

Recently, Meta began rolling out the ability to set a @username for accounts using the API. While it may seem like a simple change, it brings significant benefits to the digital presence of hotels.

What changes for hotels?

Until now, account identification was strongly tied to the phone number. Now, hotels can use a unique identifier (@username), making their brand more recognizable within WhatsApp.

In practice, this means:

• Strengthening brand identity.
• More credibility when a traveler starts a conversation.
• Standardizing the digital presence with other channels like Instagram and Facebook.
• A more professional profile aligned with good communication practices.

For hotel chains, this feature also represents an opportunity to better organize the identity of each unit or the main brand.

Thus, when capturing and directing leads to your hotel’s WhatsApp, it will be easier for the traveler to recognize your brand.

A detail worth noting

As with other Meta features, each @username is unique.

In other words, the sooner the company defines its strategy, the greater the chances of securing an identifier aligned with its brand.

Here at Asksuite, we are already closely monitoring this new development and assisting our clients throughout the process.

In addition to providing guidance on the feature’s availability, we also help in defining the best @username, considering branding best practices and the criteria established by Meta for approval.

Our goal is for hotels to take advantage of this evolution without complications, maintaining a professional presence prepared for the platform’s next updates.

WhatsApp continues to evolve

In recent years, we have seen WhatsApp transform into a strategic tool for the hotel industry: automated service, sending quotes, recovering reservations, campaigns, sales follow-ups, integration with CRMs, and much more.

Now, the arrival of the @username is another step in this evolution, reinforcing that WhatsApp is increasingly focused on strengthening communication between companies and customers.

If your hotel uses WhatsApp, it is worth paying attention to this new feature.

And, if you are an Asksuite client, you can count on our Customer Success team to guide this entire process. We are monitoring Meta’s releases and helping our partners leverage this additional resource to strengthen their digital presence and offer an even better experience to travelers.

Content developed by Victor Andrade, Senior Channel Success at Asksuite.