Hotel-tech glossary
In-stay Messaging
Real-time two-way guest communication during the stay, usually via SMS or WhatsApp.
In-stay messaging covers conversations between check-in and checkout: housekeeping requests, late-checkout asks, restaurant recommendations, issue resolution. Two-way SMS and WhatsApp dominate this layer because in-stay guests rarely open the hotel app or email. AI concierge platforms layer on top of the in-stay channel to deflect repetitive questions before they reach the front desk.
Related terms
Guest Messaging
Automated and manual two-way communication with guests across email, SMS, and WhatsApp.
AI Concierge
Software that handles repetitive guest questions via chat without human staff.
WhatsApp Business
WhatsApp's business-grade messaging product for templated and conversational guest comms.
Part of the hotel-tech glossary. Maintained by Maciej Dudziak, founder of Guestivo.