WhatsApp is used by nearly 3 billion people, and it’s one of the leading messaging apps across all industries, including hotel communication and hospitality.
But why is it the best choice? How do you create a WhatsApp communication strategy for hotels? What is its role in the hospitality sector compared with emails and SMS?
We will answer these questions in this article.
WhatsApp can be a great tool for hotel communications. One of the reasons is that it’s easy to use. The number of touchpoints within your guest journey The number of properties that your brand has.
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Instant messaging is a great way to keep in touch with your customers as your brand grows.
Second place. WhatsApp isn’t just fast; it’s also familiar and trusted. You can use it to communicate with businesses and get the information you need. Why should hotels be any different?
Final point: This isn’t about having a WhatsApp communication strategy. It’s all about Using the right channel at the right time and with the right guestFinding the best distribution for that is key. the right CRM to power your WhatsApp hotel communication strategy.
Your guest journey can fit different channels If they are used together to convey the right message. Choosing the right one will depend on the tone you want to set, the intention of the event and the guests’ tastes.
It is inevitable to talk about WhatsApp and email in the hotel industry. Since the dawn of computers and the internet, email has been the preferred method of communication for brands. But, we now know that this has changed for a good reason.
SMS and WhatsApp messages are more common because of their differences and different tones. What does it mean?
- Customers expect Email formalitiesBooking confirmations, updates every month or a summary about their next trip are all examples of emails that can be sent. Email can also be used to send things with no expiration dates.
- The other hand, SMS is better suited to urgent and time-sensitive communicationFor notifications and quick tasks. You can share a password for wifi or the code to unlock a door.
- Finally, WhatsApp is known for its casual, interactive styleEven if it is coming from an organization, it feels more like a conversation. It is easy to interact or respond.
WhatsApp is used by many properties to send messages of confirmation, but the possibilities are endless when it comes down to using WhatsApp to communicate with hotel guests.
Some of our customers use it in this way:
- Online check-in reminders:
The team at Capsule hotel Email wasn’t getting to people in time, so they needed to increase the online check-in rate. When they switched from email to WhatsApp, the numbers skyrocketed.
- Is everything all right? message:
The team at Gambino HoteIn Germany, l added this touchpoint by using WhatsApp to reach guests in a familiar and immediate way and show that they care about their experiences.
The message is sent automatically a few moments after the check-in process has finished.
The UsualWhatsApp can be used by, who has properties in the Netherlands, Belgium and Germany, to boost sales of items that aren’t as popular.
Even though no one reads their emails on vacation, they do check their phone. An offer for drinks at the bar or for a discounted dinner in the hotel restaurant is more effective than an email.
Again, all these messages are automatically sent to guests Based on the Guest Journeys that the team created with Bookboost, they can offer different services to guests at various points during their stay.
- The front desk can be contacted faster by using the following methods:
When guests have questions, they don’t like to have to contact reception or worse still, go to the lobby.
One of the most common questions that properties with an interest in WhatsApp ask is: “How much will it cost?” What is the cost of using WhatsApp to communicate with hotel guests?
Let’s divide your WhatsApp messages by two categories: the ones that you receive and those that you send.
- Messages you receive:
WhatsApp is a great way to contact guests. You can answer free of charge up to 24 hours after receiving a message. Bookboost is one platform that will tell you how much time you have left before you incur any unwanted charges.
- Messages that you send (you initiate the conversation)
Prices will vary depending on if it is a A marketing campaign or an utility campaign. Depending on where you want to send the message, it will vary.
It is important to have an app that allows you to access WhatsApp. Templates, analytics, and automation You can make the most of this channel by following these simple steps.
Discover how Bookboost CRM enables you to create more efficient guest communication
If needed, they can also use their landline. The whatsapp message will be sent to the number you specify.
WhatsApp is widely used, but there are people who prefer to use other channels. It will all depend on your guests’ demographics.
But it does not have to be a dealbreaker.
Bookboost allows you to have a backup channel. If the guest does not have a WhatsApp, then an email or SMS can be sent in place of the message. This will allow your guest experience to remain consistent.
Hoteliers are concerned about spam and how they can prevent guests from thinking that their messages come from scammers.
It’s good to know that you don’t have to worry about it anymore. WhatsApp will send you messages from a verified phone number. This could be your hotel’s front desk or landline.
- WhatsApp is perfect for casual and real-time communication between guests at all stages of the journey.
- This channel complements SMS and email, which each serve different purposes as part of a multi-channel approach.
- Hotels can use WhatsApp to remind guests of their check-in, for guest service, upselling and front desk assistance.
- Most guest replies are free to receive — costs mainly apply when the hotel initiates the message.
- Verified business numbers and alternative channels are used to address concerns about spam or guest opt-in.
- WhatsApp is most effective when combined with CRM software to automate and track messages.
It is not enough to choose one channel, and ignore the rest. It is important to understand your brand, your guests, and make strategic decisions.
Hotels that have been successful with guest communication, and driven revenue, used a variety of channels, depending upon the purpose of their message. guest preferences Costs involved in the purchase of property.
This article will help you to better understand the benefits of using WhatsApp to communicate with your hotel guests.
Bookboost’s automated WhatsApp messaging and guest journeys can be seen in more detail. book a demo.
