10 Best Hotel Guest Messaging Software of 2025

For hotels that want to improve TripAdvisor reviews, a TripAdvisor integration means a significant increase the volume of positive TripAdvisor reviews. SMS has a 90% read-rate within 3-minutes. For prospective guests, the two most important metrics are recency (42%) and quantity (30%) of reviews. A hotel ranked #1 on TripAdvisor earns 56% more direct bookings each month compared to hotels ranked 40th in their respective city. Similarly, hotels looking to improve internal service and satisfaction scores can use guest messaging software to elevate the experience throughout the entire guest journey, pre-booking, before, during, and post-stay. Use SMS Surveys to gauge guest satisfaction and address any concerns. Hotels see up to a 14% increase in service scores within the first 3 months. On average, 3% of Survey Responses will result in Service Recovery Opportunities for the hotel.

Guest messaging can also benefit hotels looking to improve staff productivity and streamline operations (e.g. decreased call volume, multitasking conversations, quicker task dispatching, and more). Save time and money by ditching radios. Lower call volume during peak hours. Answer multiple inquiries at once.

Hotels need dedicated text messaging software for several reasons, leveraging the power of text messaging, SMS, and guest messaging to enhance the hotel guest experience, streamline operations, and maximize guest satisfaction. A comprehensive hotel text messaging solution can offer various functionalities and benefits, such as:

Real-time communication: Text messaging provides instant and efficient communication between hoteliers and guests. With a messaging platform, hotels can engage in real-time conversations, allowing guests to ask questions, make requests, or resolve issues promptly.

Automation and workflows: Messaging software enables automation of certain processes, such as pre-arrival notifications, check-in procedures, room service requests, and post-stay feedback. This automation helps save time and ensures consistent service delivery.

Upselling opportunities: Through text messaging, hotels can effectively upsell their services and amenities. They can send personalized offers and promotions directly to guests, increasing the chances of generating additional revenue.

Integration with existing systems: A good hotel messaging solution integrates with the hotel's Property Management System (PMS) and other systems. This integration enables seamless sharing of information, such as guest details, preferences, and notifications, between different hotel departments.

Two-way communication: Text messaging software facilitates two-way communication, allowing guests to easily respond to messages, ask questions, or provide feedback. This interactive approach enables personalized service and ensures guest needs are met promptly.

Internal communications: Messaging platforms are not limited to guest communication only. They also enhance internal communication among hotel staff members, including the front desk, concierge, and other teams. This improves collaboration, coordination, and overall efficiency.

Templates and FAQs: Messaging software often provides pre-built message templates and FAQs, which hotel staff can use to quickly respond to common guest queries and requests. This helps streamline communication and ensures consistent and accurate responses.

Multiple messaging apps: Hotel messaging software supports various messaging apps, such as WhatsApp, allowing guests to choose their preferred platform for communication. This flexibility accommodates guest preferences and convenience.

Personalized service: Text messaging software enables hotels to deliver personalized service by accessing guest information and preferences from the PMS. This personalization creates a more tailored and memorable guest experience.

Increased open rates: Text messages generally have higher open rates compared to emails, increasing the likelihood that guests will read and respond to important notifications, special offers, or guest requests.

Post-stay feedback: Messaging platforms facilitate post-stay communication, enabling hotels to gather feedback and reviews from guests. This feedback is valuable for improving services, addressing issues, and maintaining guest satisfaction.

Increased revenue: By utilizing effective guest messaging software, hotels can enhance the guest experience, increase upselling opportunities, and generate more revenue through personalized offers and promotions.

Dedicated text messaging software for hotels offers a range of benefits, including improved guest communication, streamlined operations, enhanced guest satisfaction, and increased revenue. By leveraging the power of text messaging and integrating it with existing systems, hotels can provide personalized service, streamline workflows, and create memorable guest experiences in the dynamic hospitality industry.

Investing in a hotel text messaging system, also known as SMS marketing or guest messaging software, is of paramount importance in the hospitality industry for a multitude of reasons. This technology enables real-time, two-way communication between hotel staff and guests, significantly enhancing the guest experience throughout the entire guest journey.

Pre-Arrival Convenience: Guests can use their preferred communication channels, such as SMS, WhatsApp, or Facebook Messenger, to communicate with the hotel before their arrival. They can ask questions, make special requests, or receive confirmations, all while maintaining a contactless experience.

Efficient Check-In: A hotel text messaging system streamlines check-in procedures. Guests can provide necessary information in advance, reducing wait times at the front desk. Automated messages and templates can be used for a quick and personalized check-in process.

Upsell Opportunities: Hoteliers can use SMS marketing to promote room service, upgrades, add-ons, and special offers directly to guests. This not only increases revenue but also enhances the guest's stay by making it more tailored to their preferences.

In-Stay Support: Guests can easily make requests, ask for information, or report issues during their stay using the messaging platform. This real-time communication helps hotels address concerns promptly, leading to higher guest satisfaction.

Post-Stay Feedback: After check-out, hotels can continue to engage with guests through automated messages and surveys. This allows hotel management to gather feedback, improve service, and potentially earn positive reviews on platforms like TripAdvisor.

Streamline Operations: Hotel text messaging software integrates seamlessly with property management systems (PMS) and other hotel management tools. This integration automates workflows and notifications, reducing manual tasks for the front desk, concierge, and other staff members.

Personalized Communication: SMS marketing allows for personalized guest messaging, improving the guest's sense of being valued and understood. Chatbots and automated messages can address frequently asked questions (FAQs), reducing the workload of hotel staff.

Effective Marketing: Hotels can use the messaging system to send targeted promotional messages to past guests, enticing them with exclusive offers and keeping them engaged with the property.

Add-Ons and Notifications: The system can notify guests about check-out times, billing details, and any additional charges, ensuring transparency and preventing surprises.

Enhanced Guest Service: By providing a convenient and efficient means of communication, hotels can deliver exceptional guest service, which is vital for guest satisfaction and loyalty.

A hotel text messaging system like Canary, Duve or Akia is essential for the hospitality industry as it allows hotels to streamline operations, improve guest communication, upsell services, and ultimately enhance the overall guest experience. By leveraging SMS marketing and text messaging software, hotels can adapt to the changing demands of guests and maintain a competitive edge in the market.

Hotels can use messaging to communicate with their guests in various ways throughout the guest journey. Here are key use cases for hotels to enhance guest communication through hotel messaging:

Pre-Arrival Information: Prior to guests' arrival, hotels can send essential information such as reservation confirmations, check-in details, and directions to the property. This helps guests prepare for their stay and reduces any potential confusion.

Special Requests: Guests can use messaging to make special requests, such as room preferences, dietary restrictions, or requests for additional amenities. Hotel staff can acknowledge and fulfill these requests promptly.

Check-In and Check-Out: Messaging can streamline the check-in and check-out processes. Guests can provide their information in advance, receive room keys digitally, and receive notifications about check-out times and procedures.

Room Service and Dining: Hotels can allow guests to place orders for room service, request restaurant reservations, or inquire about dining options through messaging. This provides a convenient way for guests to access food and beverage services.

Concierge Services: Guests can use messaging to seek recommendations, book tours, request transportation, or make spa appointments. The hotel's concierge can provide personalized assistance via messaging.

Upgrades and Add-Ons: Hotels can promote room upgrades, add-on services, and special offers to guests via messaging. This can lead to increased revenue for the property and a more customized experience for the guest.

Notifications and Reminders: Messaging can be used to send notifications and reminders to guests, such as event schedules, wake-up calls, or information about on-site amenities.

Guest Feedback and Surveys: After check-out, hotels can request feedback from guests through messaging, allowing them to share their thoughts and experiences. This feedback is valuable for improving service quality.

Troubleshooting and Issue Resolution: Guests can report issues or problems with their room or services through messaging. This enables the hotel to address and resolve issues in a timely manner, enhancing guest satisfaction.

Post-Stay Engagement: Hotels can stay engaged with guests after their stay by sending thank-you messages, special offers for future stays, and updates on hotel news and events. This can foster guest loyalty and repeat bookings.

Emergency Communication: In case of emergencies or urgent situations, hotels can use messaging to provide guests with important information and instructions to ensure their safety.

Contactless Experience: In an era of contactless services, messaging provides a safe and convenient way for guests to interact with the hotel without physical contact, which is particularly relevant in light of health and safety concerns.

Personalized Communication: By analyzing guest preferences and behavior, hotels can tailor their messages to individual guests, providing a more personalized and memorable experience.

Incorporating hotel messaging into these key use cases can significantly enhance guest satisfaction, streamline operations, and improve overall guest communication throughout their stay.

A hotel text messaging system is essential because it transforms how hoteliers handle guest communication across the entire guest journey — from pre-arrival to post-stay. In today’s hospitality industry, guests expect quick, convenient, and contactless interactions. Whether through SMS, WhatsApp, messenger, or other messaging apps, a strong guest messaging solution allows you to meet those expectations with real-time responses and proactive notifications.

Instead of relying on phone calls or slow emails, hotel guest messaging makes it easy for the front desk, concierge, and other hotel staff to handle guest requests, answer common questions, and send automated messages like welcome messages, check-in instructions, or special offers. This improves guest satisfaction, saves time, and helps streamline operations.

Great guest messaging software integrates with your PMS and other systems to ensure smooth workflows and accurate data. AI-powered chatbots can assist with FAQs and service requests, while human staff can jump in for more complex guest interactions. These integrations help with operational efficiency, making your team faster and more responsive.

A messaging system also unlocks opportunities for upselling — sending room upgrades, room service offers, and special offers at just the right moment. Personalized guest messaging boosts guest engagement and encourages direct bookings, helping you avoid OTA fees and strengthen loyalty.

After the guest’s stay, you can automatically request guest feedback and drive online reviews on platforms like Tripadvisor, leading to more positive reviews and repeat business. Providers that offer smart pricing and powerful functionalities like templates, workflows, and two-way communication make it simple for hotels of any size to improve hotel operations.

If you need to send a message to a hotel guest right now, open your hotel’s messaging software. Most platforms are integrated with your PMS so you can easily pull the guest’s phone number or contact info. Start by sending a personalized welcome message or check-in reminder — templates make this quick and help streamline guest communication without wasting time.

Make sure you’re using the right communication channel, whether it’s SMS, WhatsApp, or messenger. Guests expect real-time communication, and fast responses are key to guest satisfaction. If they’ve already reached out with a request, respond immediately. That two-way interaction is what makes guest messaging so powerful.

While they’re on property, don’t just wait for them to ask. Send notifications about room upgrades, special offers, or room service — these upsell opportunities drive revenue and boost guest engagement. If guests have common questions, have templates or FAQs ready to go, so your front desk and concierge teams can respond instantly and consistently.

After their stay, follow up with a thank-you message, request online reviews, and offer direct booking incentives for next time. This simple post-stay communication helps drive loyalty and strengthens your reputation.

If you’re using a solid hotel guest messaging system, it should automate workflows, help staff manage guest interactions in real time, and improve hotel operations overall. Messaging software isn’t just about convenience — it’s about operational efficiency, better guest experiences, and turning every guest interaction into an opportunity.