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Hospitality and travel

Before, during and after the trip, in the guest's own channel and language.

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Hotels, airlines, tour operators and travel agencies use messaging for booking confirmations, itinerary changes, check-in, extras and help during the stay or journey. Guests come from many countries and prefer different chat apps. Choose providers with broad channel and country coverage, support for many languages and links to your booking systems.

What matters when choosing

  • Coverage of the chat apps your guests use in their home countries.
  • Integration with reservation and property management systems.
  • Real-time alerts for delays, changes and room or gate updates.
  • Answers in many languages, with bots for common questions and staff for the rest.
  • Offers such as upgrades or extras that guests can accept in the chat.

Questions to ask providers

  1. Which booking and property management systems do you integrate with?
  2. How well do you reach guests abroad, including those on roaming or local chat apps?
  3. How do you handle peaks, such as mass disruption, when many guests need help at once?

Common mistakes

  • Relying on one channel when guests come from countries that prefer others.
  • Sending delay or change alerts late, which hurts trust more than the delay itself.
  • Bots that cannot hand over to a person during disruption.

Typical channels: WhatsApp Email SMS Web chat & booking page Messenger LINE WeChat Apple Messages for Business

Listings that fit (69)

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