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Hotel-tech glossary

Guest Messaging

Automated and manual two-way communication with guests across email, SMS, and WhatsApp.

Guest messaging covers the messages a hotel sends and receives outside the booking confirmation: pre-arrival information, mid-stay check-ins, upsell prompts, post-stay review requests. Multi-channel platforms route by guest preference (email, SMS, WhatsApp). Adding SMS to an email-only flow consistently lifts response rates because different guests respond to different media.

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Related terms

Guest Journey

The end-to-end sequence of guest touchpoints from booking to post-stay.

WhatsApp Business

WhatsApp's business-grade messaging product for templated and conversational guest comms.

AI Concierge

Software that handles repetitive guest questions via chat without human staff.

Part of the hotel-tech glossary. Maintained by Maciej Dudziak, founder of Guestivo.