Guests expect instant communication — and hotels that offer WhatsApp concierge service stand out from competitors still relying on phone calls and email.
Why hotels need WhatsApp
- Pre-arrival — Confirm bookings, share check-in details, upsell services
- During stay — Room service, housekeeping requests, local recommendations
- Concierge — Restaurant reservations, tour bookings, transport arrangements
- Post-stay — Thank-you messages, review requests, loyalty offers
- International guests — WhatsApp works globally without roaming charges on WiFi
Setting up WhatsApp for your hotel
- Register a dedicated guest services number on WhatsApp Business
- Set your profile with hotel name, address, star rating, and website
- Create a WhatsApp link with: “Hi, I’m a guest and need assistance”
- Place QR codes in rooms, lobby, and restaurant tables
- Set quick replies:
/checkin,/checkout,/roomservice,/wifi,/taxi
Guest communication workflows
Pre-arrival (2 days before)
Hi [Name], we’re looking forward to welcoming you on [date]! Check-in is from 3 PM. Need airport transfer or early check-in? Just reply here.
Check-in day
Welcome to [Hotel Name]! Your room [number] is ready. WiFi password: [password]. Message us anytime for restaurant recommendations or room service.
During stay
Respond to requests within 5 minutes: extra towels, restaurant bookings, wake-up calls, late checkout.
Check-out
Thank you for staying with us, [Name]! We hope you enjoyed your visit. Safe travels — and we’d love a review if you have a moment.
QR codes in rooms
Place a QR code card in every room with:
- “Chat with concierge”
- “Order room service”
- “Request housekeeping”
- “Check-out information”
Guests scan and message without calling the front desk.
Upselling via WhatsApp
- Spa and wellness packages
- Restaurant reservations at partner venues
- Late checkout offers
- Return visit discounts
- Airport transfer bookings
Tips for hospitality WhatsApp
- Respond 24/7 or set clear hours with away messages
- Use multiple languages if you serve international guests
- Train front desk and concierge staff on WhatsApp etiquette
- Use labels: Pre-arrival, In-house Guest, Checked-out, VIP
Create your hotel’s guest services link with the Click-to-Chat Generator.