Quality communication is the key to your hotel business’s success.

However, relying solely on traditional communication methods is outdated.

The bad news is gone are the days when anything goes. Your guests are becoming increasingly tech-savvy. But the good news is there’s a solution for your hospitality and hotel business —WhatsApp.

How does it work? 

This blog guides you on how to leverage WhatsApp for your hospitality and hotel business to boost customer experience.

Let’s dive in.

What are the different ways you can use WhatsApp for hospitality and hotel business?

There are three methods you can use WhatsApp for your hospitality and hotel business:

• Consumer (regular) WhatsApp 
• WhatsApp Business
• WhatsApp Business solution API (including API, chatbot, and live chat)

How does each method work? And are there loopholes to avoid? 

Let’s dive into the details to answer your questions.

Method #1 – Consumer (regular) WhatsApp

This is the standard WhatsApp that comes without the business suit. It’s the digital conversation lobby for 2 billion+ users worldwide.

But how can it work for your hotel business? 

Here’s a scenario.

Your guest, comfortably nestled in their hotel room, suddenly craves a late-night snack.

They don’t need to fumble with room service numbers. Your guest whips out their smartphone and quickly texts your hotel’s WhatsApp. They place their order without needing a phone call or leaving the comfort of their bed.

Whether your guests have questions about amenities, a room request, or just a late-night whim – it’s all handled through the familiar chat interface. Simple, direct, and oh-so-convenient. 

Why is this necessary?

Because in this digital age, your hotel’s service should be as effortless as a friendly conversation.

What are the benefits of using consumer WhatsApp for your hospitality and hotel business?

Consumer WhatsApp offers these basic benefits:

• Easy deployment for your team: You can easily set up a WhatsApp account with any available phone number and share it with your guests. You can also just simply use the WhatsApp number of a member of your team.
• Simple interactions. Guests communicate informally, like chatting with a friend.
• A familiar platform. There’s no learning curve for your guests. They navigate comfortably in a familiar environment.
• Convenience at its core. No need for your guests to download a separate app.
• Instant support. Your guests can effortlessly reach out for assistance.
• Group messaging: You can send broadcast messages to your guests to pass on important information.

But are there any drawbacks too?

The answer is yes. 

What are the disadvantages of using consumer WhatsApp for your hospitality business?

Using normal WhatsApp for your hospitality and hotel business comes with these disadvantages: 

• Limited automation. Consumer WhatsApp lacks advanced automation features. Manual handling of repetitive tasks may lead to inefficiencies.
• You are mixing personal and professional. It’s a personal messaging app. So, separating personal and business chats can get challenging. The potential for confusion and miscommunication exists.
• Scaling challenges. It’s more suitable for small businesses than others. You can’t handle high volumes of inquiries.

The solution to these problems is finding a better alternative. 

What is the alternative for consumer WhatsApp?

You need an upgraded version of WhatsApp with better features. One that lets you add your business profile and segment your guests.

And that’s where WhatsApp Business App and WhatsApp Business API come in.

Method #2 – WhatsApp Business App

This isn’t your regular WhatsApp. It’s the refined version for businesses like you.

It’s like upgrading from a compact car to a sleek sedan.

WhatsApp Business allows you to set up a business profile. You can add crucial details like your hotel’s address, services, and working hours.

Consider this scenario.

Shivani and Mohammad wanted a romantic and luxurious getaway. So they search online for hotels and find yours.

Excited for their weekend getaway, they arrive at your hotel.

They quickly check in via WhatsApp, avoiding the front desk line.

Next, you send them an automated welcome message. The message contains vital information about your hotel’s amenities and services. They book and lodge to their pleasure.

Later, while enjoying their spa treatment, they use the quick replies feature to order room service easily.

After dinner, they browse your hotel’s product catalogue. They find a local wine tour they had missed during booking. Excited, they instantly book it through the app.

The next day, they receive a message from the hotel asking for feedback. 

They respond with positive comments, appreciating the quick responses and easy access to information.

All these features help Shivani and Mohammad enjoy their experience at your hotel. This was also made possible with WhatsApp Business. 

This isn’t all. Your hospitality and hotel business can benefit from WhatsApp Business in many more ways. 

What are the benefits of using WhatsApp Business for your hospitality and hotel business?

With WhatsApp Business, you can: 

• Create and display a professional profile with your logo, description, address, contact information, and website link.
• Label your contacts for easier search and user identification.
• Get WhatsApp’s green verification badge to build trust and credibility.
• Use quick replies to boost guest engagement and provide timely support.
• Save time with pre-written responses to frequently asked questions. 
• Encourage more deals by displaying unique catalogues.

But here’s the downside. WhatsApp Business is not the perfect version yet. Therefore, it comes with a few disadvantages. 

What are the disadvantages of using WhatsApp Business for your hospitality and hotel business?

WhatsApp Business is the best for both small and medium-sized businesses. This leaves a hitch for big businesses.

Here are 5 limitations to consider before you choose WhatsApp Business for your hospitality and hotel business: 

• Limited automation capabilities. It relies primarily on pre-written responses and labels. This is inefficient for businesses with high-volume inquiries or complex customer interactions.
• Limited users per WhatsApp Business account. This spells trouble during peak moments.
• Lacks deeper insight into customer data and preferences.
• Restricts broadcast messages to 256 recipients. This makes it cumbersome to reach large audiences. 
• Inability to integrate with your other systems. This makes it impossible to manage and analyse your data accurately.

These are the reasons why you need something better.

What is the alternative for WhatsApp Business for your hospitality and hotel business?

The best alternative is to use a WhatsApp API and chatbot solution. Let’s explore the features and benefits of this powerful tool in detail.

Method #3 – WhatsApp Business Solution API and Chatbot

With WhatsApp Business Solution API, you get to build and automate WhatsApp chatbots to enhance productivity. You don’t need to think too far, TelebuSocial helps you with all of these.

As a hotelier, you’re busy juggling reservations and soothing guests while ensuring the pool swan floaties collection is always on point.  

Our WhatsApp Business Solution helps you ensure your customers’ experience is memorable. Even after they leave your hotel.

With this tool, guests get 24/7 help. While you and your team get less stress, and everyone wins.

Here’s how.

Let’s say Maria booked a room at your hotel for her birthday weekend. She hates waiting, so she uses your WhatsApp bot to:

• Check in instantly. No lines, no fuss. Just a quick chat with the WhatsApp bot. She can also choose her preferred room type, view the hotel amenities, and request any special service.
• Book a couples massage. No awkward phone calls. Just a few taps, and bam! A relaxing spa date is on the schedule. She can also select the time, duration, and therapist of her choice.
• Get recommendations for local eats. “Best tacos near here?” The robo-concierge whips out a list like a genie. She can also see each place’s ratings, reviews, and directions.

WhatsApp chatbots and API offers more than just the quick reply feature. Here’s a complete list of what you’ll get.

What are the benefits of WhatsApp business solution API for your hospitality and hotel business?

• Effortless check-ins. No lines, no paperwork, just a quick chat and boom! Say goodbye to angry guests. 😠➡️😊
• Seamless service. Guests can book massages, order room service, or request extra towels via WhatsApp.
• Personalised recommendations. Local eats, hidden gems, romantic spots? Your WhatsApp chatbot knows it all.
• 24/7 availability. No need to worry about night owls or early risers. Your guests can chat with the robot anytime, day or night.
• Forget pre-written responses. You can train your chatbot to handle complex questions, tailor recommendations, and learn from guest interactions.
• No more single-account struggles. Let your whole team access and manage guest chats. This ensures consistent and informed responses.
• Access detailed reports on guest behaviour, preferences, and feedback. Use this intel to target marketing like a pro and improve amenities and services.
• Scalability for the win. Reach thousands of guests with targeted campaigns. Broadcast messages and exclusive offers. There’s not a 256-person limit here.
• 3-P integration: With WhatsApp API and chatbots, you can easily integrate customer communication across all social media channels, your website, CRM and hotel management software.

But, of course, no tool is perfect. Here are some drawbacks to consider beforehand.

What are the disadvantages of using WhatsApp business solution for your hospitality and hotel business?

• It requires a tech setup. Building and training your WhatsApp chatbot takes some effort. It’s like teaching a puppy but with code instead of drool. Contact our tech team to help you build a WhatsApp chatbot for your hotel business.
• It lacks the human touch. Sometimes, guests need a real person to connect with. So don’t replace your awesome staff. Give them the chatbot sidekick and boost their productivity.
• It comes with a price, unlike consumer WhatsApp and WhatsApp Business.

What are the alternatives of WhatsApp business solution API for your hospitality and hotel business?

Are there other available options? The answer is yes:

• Regular WhatsApp or WhatsApp Business. But they’re like cars with no engines. Great for basic communication, but you won’t enjoy WhatsApp’s most compelling features.
• Third-party platforms. There are plenty out there. But they won’t integrate better with your hotel systems. They’re like puzzle pieces that don’t quite fit.

So, is the WhatsApp Business Solution API your hotel’s missing puzzle piece? Absolutely!

Still unsure? This side-by-side comparison will help clear things up for automating your guest conversations on WhatsApp.  

How do the WhatsApp consumer app, Business App, and Business solution (API) compare?

Here’s how these three solutions compare with one another:

Features	Consumer (Normal) WhatsApp	WhatsApp Business	WhatsApp Business Solution API
Basic messaging	✅	✅	✅
Business profile	❌	✅	✅
Business Profile	❌	✅	✅
Quick replies	✅	✅	✅
Automation	❌	Limited	Unlimited
Customer chatbots	❌	❌	✅
Advanced analytics	❌	❌	✅
Integrations (plus 3-P integration)	Nil	Nil	Unlimited
Scaling	Nil	Nil	Scalable
Ease of setup	Easy	Easy	Technical expertise required
Conversation transfer	Nil	Nil	Highly collaborative

Considering the pros and cons, the best choice is WhatsApp API and chatbot solutions. 

When paired with effective message templates, your WhatsApp conversations via WhatsApp Business API will surely hit the bullseye.

WhatsApp hotel templates

Here are some message templates to kickstart WhatsApp conversations for your hospitality and hotel business effortlessly. 

Don’t forget to personalise these templates to match your hotel’s unique voice and style.

1. Service requests and bookings

🍽️ “Hungry? Do you want to order room service?”

2. Delivery and order tracking

🍔 “Pizzas on their way! ETA 10 mins. 🍕”

🧺 “Laundry delivered to your door: fresh sheets and fluffy towels await! 🫧”

3. Timely transaction notifications

💵 “Your payment for room 101 is confirmed. Enjoy your stay! 🥂”

⏰ “Late checkout reminder: 1 hour left to pack your bags! 🧳”

4. Scheduling and rerouting

🏊‍♀️ “Pool closed for maintenance. Enjoy the spa instead! 🧖‍♀️”

🎤 “Concert venue changed. New instructions for your VIP access! 🎫”

5. Upselling and cross-selling

🥂 “Sunset cocktails on the rooftop? Now offering a special 2-for-1 deal! 🌅🍹”

🪂 “Adventure craving? Try our skydiving package – add it to your stay! 🪂”

6. Feedback and complaint management

🤔 “Question about the minibar bill? Just reply!”

😣 “Issues with the AC? We’ll fix it ASAP! 🙏”

7. Request referrals

💖 “Loved your stay? Recommend us to your friends and get a discount! 🎉”

👨‍🍳 “Craving that delicious pasta? Ask your waiter for the recipe! 🍝”

8. Marketing

🌊 “Beachfront paradise awaits! Book your dream vacation with 20% off! 🏖️”

🎭 “Live jazz performance tonight! Join us for a night to remember! 🎷✨”

Don’t know where these message templates are applicable? 

Let’s explore some use cases perfectly aligned with your hotel’s scenarios. 

How can you use WhatsApp to delight your guests?

1. Quick customer support

Hotel guests expect instant solutions. That’s where WhatsApp shines. 

Imagine a guest with a leaky faucet sending a quick message at 11 PM. With WhatsApp, your team can instantly respond, coordinate a fix, and save the night (and the bathroom!). 

No more frustrating hold times – just immediate resolution and a happy guest.

2. Alerts and notifications

Forget fliers and sticky notes. 

Guests can opt-in for instant flight updates, check-in reminders, or spa appointment confirmations. 

They’ll appreciate the convenience, while you’ll love the reduced workload and improved guest satisfaction. It’s a win-win for all.

3. Concierge services

Why limit your concierge to the lobby? 

Empower guests to text their requests – whether for dinner reservations, sightseeing recommendations, or even a birthday cake surprise.

4. Secure document sharing

Sharing IDs online can be nerve-wracking. But WhatsApp’s end-to-end encryption ensures sensitive information stays safe. 

Your guests can confidently send documents, knowing they’re only accessible to authorised hotel personnel.

5. FAQ responses

Tired of answering the same questions about breakfast hours or Wi-Fi access? 

Set up automated FAQ responses to address your guests’ queries. This frees up your staff to focus on more personalised interactions. Efficiency meets happy guests – it’s a delightful combination.

6. Pre-arrival services

Let’s face it – arriving at a new place can be stressful. But WhatsApp can smooth this transition for your guests. 

Guests can pre-fill forms, request early check-in, or ask last-minute questions – all from the comfort of their couch. 

They’ll arrive relaxed and ready to enjoy their stay, while you’ll save time and resources.

7. During stay services

The fun doesn’t stop at check-in. 

Your guests can order room service, book spa treatments, or report issues – all through WhatsApp. 

They’ll love your hotel’s proactive approach to guest satisfaction.

8. Post-stay services

Don’t let the good times end when your guests check out. 

Use WhatsApp to request reviews, offer special discounts for future stays, or say “thank you.” 

This personalised touch encourages loyalty. It keeps your hotel top-of-mind for their next trip.

9. Upselling and cross-selling

Want to boost your revenue? WhatsApp is your secret weapon here. 

Send targeted messages about spa upgrades, romantic dinner packages, or exciting local events. 

Use these personalised offers to tempt your guests. In no time, you’ll see those booking numbers climb.

10. Business catalogue

No more need for generic brochures, as showcasing your hotel’s offerings has never been easier. 

Create a visually appealing catalogue within WhatsApp to provide your guests with an interactive experience that drives sales.

From spa packages to souvenir hats – guests can browse photos, descriptions, and prices of everything.

11. Personalisation

Remember that special guest who always requests extra pillows? With WhatsApp, you can remember them too! 

Use guest profiles to personalise messages, address them by name, and anticipate their needs. They’ll feel valued, and you’ll create lasting connections.

12. Chatbot for 24/7 service

Need a tireless concierge who never sleeps? Create and deploy a WhatsApp chatbot. 

It can answer basic questions, handle routine requests, and collect feedback. Guests get instant support, even at 3 AM, while your staff gets valuable breathing room.

13. Product recommendations

Know a guest who loves local wines? 

Use WhatsApp to suggest their new favourite bottle or a unique souvenir based on their interests. 

It’s like having a personal shopper in their pocket. They’ll appreciate the thoughtful touch, and you’ll boost sales of your curated offerings.

14. Organise events and liaise with agents

Planning a wedding welcome party or coordinating with travel agents?

Create group chats for event planning, share documents, and answer questions in real-time. Everyone stays on the same page, ensuring smooth execution and happy guests.

Numerous hotel and hospitality businesses have leveraged WhatsApp to enhance customer service. Let’s walk through some of them.

What are some WhatsApp travel and hospitality business case studies?

Check out examples of hotel and hospitality businesses that create memorable guest experiences using WhatsApp.

1. HolidayPirates: From email overload to WhatsApp Oasis

HolidayPirates is a leader in the travel industry. However, they had a problem with email fatigue.

Their emails were slow and ineffective. So they decided to use WhatsApp API for their marketing plans. And it paid out big time. In just three months, their

• Subscribers via WhatsApp grew by 53%,
• Open rates reached 97%,
• Click-through rates reached 40%, and
• engagement increased by 10 times compared to their emails.

2. Visit Valencia Foundation: Upselling with a smile via WhatsApp

The Visit Valencia Foundation also knew email was passé.

Tourists wanted instant personalised answers and a taste of local life — not another inbox overload.

So, they ditched the brochures and built a vibrant WhatsApp community. And fortunately, they had a WhatsApp support team of local experts.

They created chatbots that responded with warmth and wit. Making every tourist feel like a long-lost friend.

But it wasn’t just tourists who were smitten.

The chatbot would recommend other amazing places to visit. Soon, local businesses joined the party, from family-run restaurants to quirky souvenir shops. 

They shared daily specials and discounts. They even hosted virtual tours, all within WhatsApp’s friendly confines.

The WhatsApp API integration was a huge success:

• Visit Valencia Foundation saved 99% of their communication costs
• It saw an 82% increase in customer loyalty
• It enjoyed a 41x increase in customer engagement

You can use WhatsApp for your hotel, too, and elevate your hospitality business to new heights.

How to get started? 

It’s even easier than you think. 

We’ll help you automate your WhatsApp conversations with your guests. All you need in TelebuSocial. 

Use TelebuSocial

Telebu Social is a single-window, secure and easy-to-use WhatsApp and social business messaging software.

With Telebu Social, automating your WhatsApp messaging is easy and fast. 

• You’ll get a simple drag-and-drop interface to create and deploy your chatbots.
• Seamlessly integrate the chatbots with your CRM or other systems.
• Manage multiple chatbot accounts and conversations from a single dashboard.
• Analyse and optimise your chatbot performance and user behaviour. 
• Scale up your chatbot capacity and functionality as per your needs.

Don’t miss this opportunity to improve your conversations with your guests. Book a Demo today and get started with Telebu Social.

FAQs

Can every type of hotel integrate WhatsApp?

Yes. Any hotel can leverage WhatsApp Business for guest communication regardless of size or budget. It’s a free app, and hotels of all kinds have successfully implemented it to enhance guest experiences.

Is there any cost associated with sending messages?

WhatsApp charges businesses a small fee for sending messages beyond a certain monthly limit. However, the free tier allows hotels to send many messages, often covering basic needs. Paid plans offer higher volumes for larger hotels.

How many numbers can I add to my WhatsApp business account?

One WhatsApp Business account can manage up to four phone numbers, allowing you to separate departments (e.g., reception, spa) or offer regional support. This ensures efficient communication without overwhelming guests.

How to improve customer satisfaction with WhatsApp?

The key is personalisation and responsiveness. Use guest names, answer promptly, and tailor messages to their needs. Offer proactive support, resolve issues quickly, and showcase your hotel’s unique offerings. This builds trust and creates a delightful WhatsApp experience.

What type of notifications can I send to my guests with WhatsApp Business?

The possibilities are endless! From pre-arrival reminders and welcome messages to dining reservations and spa promotions, you can send booking confirmations, event updates, local recommendations, and even birthday greetings. Just remember to be relevant and avoid spamming.