Hotel-tech glossary

WhatsApp Business

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

WhatsApp Business is the platform hotels use to message guests on WhatsApp at scale. The Business API (used by guest-messaging platforms) supports template messages, broadcast campaigns, and two-way conversations within a 24-hour window of a guest's last reply. WhatsApp dominates guest preference in some markets (LATAM, Iberia, parts of Asia) while SMS dominates in others (US).

Related terms

Guest Messaging

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

Guest Journey

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

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