Guest messaging is communicating with guests over the channels they already use, such as WhatsApp, SMS and web chat, across the whole journey, from booking questions to in-stay requests and post-stay follow-up, often assisted by automation.
A messaging platform unifies conversations from all channels into one inbox tied to the reservation, so any staff member sees context. Automated answers handle the repetitive majority, wifi codes, check-in times, directions, and staff handle the rest.
Messaging surfaces problems while they are still fixable. A guest who complains about noise by message on night one can be moved, the same complaint discovered in a review two weeks later cannot. Response time expectations are high, so coverage planning matters.
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