Hotel Guest Messaging Platforms: The Best Tools to Stay Connected in 2025

As part of the hotel communication systems, these platforms are built to deliver fast, real-time responses. They also sync with the hotel’s management software. That’s why hotel staff, from housekeeping to the front desk, can quickly coordinate and respond to requests. Plus, the ability to personalize messages to each guest makes them feel seen and valued.

In this article, we’ll discuss:

• The main types and real-world examples of hotel messaging solutions.
• How are these platforms influencing the hotel experience and guest engagement?
• How can a hotel messaging platform be a tool for creating personalized experiences and improving guest loyalty?
• What new opportunities can you get as a hotel owner, and how can you use a hotel text messaging system to boost revenue and guest satisfaction?

Why a Good Guest Messaging Platform is Important for a Hotel Business

The global market for Hospitality Guest Messaging Platforms was valued at $425 million in 2023 and is projected to reach $1.2 billion by 2033. Let’s go through the main drivers behind these numbers.

The growing demand for personalization

Despite the apparent demand, only 23% of guests report experiencing high levels of personalization during hotel stays. At the same time, 61% of consumers are willing to spend more for personalized experiences. Hotels that invest in personalization, particularly through guest messaging systems, gain a decisive advantage in a crowded market. That’s a massive opportunity for hotels to close.

80% of businesses report an average 38% increase in consumer spending when experiences are personalized. Hotels use messaging platforms to tailor offers, upsell services, or recommend activities. This approach creates more opportunities for guests to spend and enjoy their stay.

Guests prefer instant messaging

64% of travelers prefer instant messaging to communicate with hotels over traditional calls, emails, or direct bookings. Instant messaging makes interactions easier and more convenient for both guests and staff. When your guests can quickly text for what they need, it improves their experience in real-time.

Real-time responses enhance the level of hotel service

90% of guests say they appreciate real-time responses during their stay. This is a huge opportunity for hotels to make a significant impact. When guests can get quick, efficient communication, they feel taken care of and valued.

Instant responses mean no waiting, no frustration. Just solutions that make their stay smoother and more enjoyable. The result is higher guest satisfaction. When guests are happy, they’re more likely to return, leave positive reviews, and recommend the hotel to others.

Main Types of Hotel Guest Messaging Tools

One size doesn't fit all when it comes to personalized communication with your guests. Each hotel has different needs and services. Of course, a custom messaging tool is a perfect option. However, some common types could become the foundation of your tailored hotel messaging platform.

Guest messaging platforms: everything in one place

A typical hotel communications platform can become your digital command center. It’s where all your communication – text, email, or in-app messages – comes together in one easy-to-manage place.

These platforms are made for hotels specifically. In the case of custom options, your hotel software developer can incorporate particular features to help you provide fast, personalized service, all while syncing with your property management system (PMS). The list may include analytics, Business intelligence (BI) tools, AI-powered personal recommendations, etc.

Real-world example

Zingle is a hotel guest text messaging solution that helps businesses, including hotels, communicate with their customers across various channels, such as text, email, social media, and live chat.

Zingle integrates directly with the hotel’s PMS to help staff manage multiple guest communication streams in one place. It can automatically send confirmation messages, respond to inquiries, and handle booking modifications through a single interface.

Messengers for business: reach guests where they are

Let’s imagine your guest is already on Facebook or WhatsApp, and they need something. They can message you directly instead of waiting on hold or calling the front desk. It’s fast, familiar, and keeps things casual.

The primary purpose of every guest messaging solution for business is quick and easy communication on platforms guests already use. Every popular messenger, like WhatsApp, Facebook Messenger, WeChat, etc., offers a business messaging platform.

Pay attention to the fact that such applications have limited functionality and broad applicability. Unlike custom solutions for hotels, they offer a standard and straightforward set of features.

Chatbots: always on, never tired

In 2024, the global chatbot market was worth $7.74 billion. Chatbots power 60% of the world’s customer service interactions. AI-powered hotel chatbots can answer common guest questions around the clock. These digital helpers are always awake and ready to assist guests.

Hotel clients can ask about check-out times, book a spa appointment, order room service, etc. Chatbots handle repetitive tasks, so your team can focus on the personal touches that make a guest’s stay unforgettable.

Real-world example

The Four Seasons Hotels & Resorts use a chatbot as a feature of their custom hotel app. that helps guests book services, ask about amenities, and receive recommendations. This service is available 24/7 and handles everything from dinner reservations to setting up wake-up calls, giving guests a seamless, instant way to interact with the hotel.

In-room messaging systems: your guest’s digital concierge

Many hotels now offer in-room messaging systems so guests can request everything they need from the comfort of their rooms. Want fresh towels? Message housekeeping. Need help with a reservation? Contact the front desk directly.

This system makes life easy for guests, allowing them to get exactly what they want without leaving their room or making a phone call. In most cases, such systems are integrated into digital concierge solutions.

Real-world example

Reneson Hotels chain has adopted a hotel text messaging system called GuestEQ. From their experience, it resulted in:

• The 90% decrease in complimentary room upgrades indicates better resource allocation and customer service efficiency.
• Guest messaging systems helped manage more guest requests with fewer staff, especially during the pandemic when they operated with reduced teams.
• The use of guest messaging led to better customer service scores, as the system allows staff to respond faster and more efficiently to guest needs.
• A surge of positive Google and TripAdvisor reviews, more bookings, and higher revenue.

Key Benefits of Guest Messaging Solutions for Hotels

89% of customers prefer texting over phone calls when communicating with businesses. This shift is especially pronounced among Millennials and Gen Z travelers, who now represent a significant portion of hotel guests.

Besides obvious convenience, hotel guest messaging brings more benefits to hotel businesses. Let’s take a look at the key advantages.

Engage guests like never before

Instant, personalized communication means connecting with your guests right when it matters. Whether answering questions about amenities or sending a dinner recommendation, messaging platforms keep guests engaged throughout their stay. It’s about making them feel valued and heard, always.

Boost guest satisfaction

Happy guests are loyal guests. From early check-ins to room service, seamless messaging helps to handle requests quickly and efficiently. Fast responses show guests that their needs are prioritized, leading to better experiences and, ultimately, higher satisfaction.

Gain deeper operational insight

Messaging platforms give you a window into how guests interact with your hotel. You can spot patterns, track common requests, and adjust operations to meet demand better. That’s the insight that goes beyond the usual feedback form and gives you real-time, actionable data.

Strengthen communication within your team

Good team communication is key to smooth hotel operations. With a messaging solution, everyone (front desk, housekeeping, and room service) can stay on the same page in real-time. No more missed messages or delays. Your team remains connected, making the guest experience better and more seamless.

New revenue opportunities

Guest messaging isn’t just for questions. As a part of hotel digital transformation, this can be an excellent opportunity to upsell services, recommend add-ons, or promote special offers. You can offer an in-room massage, a VIP restaurant reservation, etc. You get new revenue streams without being pushy, just helpful and timely.

Collect more reviews with better ratings

More touchpoints for communication mean more chances to ask for reviews. When interacting with guests during their stay, you can subtly encourage them to leave feedback (ideally, the kind that boosts your ratings). Happy guests, easier reviews, and better ratings. It's a win-win.

10 Messaging Platforms for Hotel Guests

Of course, the best guest messaging software is custom-made using professional hospitality digital transformation services. However, some off-the-shelf options are quick, direct, and make guests feel cared for. Here’s a deeper look at the top platforms that hotels use to keep communication smooth and guests happy.

GuestTalk

GuestTalk is a hotel messaging platform that lets your guests reach out via text, email, or app messages. It connects directly to your hotel management system, so communication is streamlined and all in one place.

From asking for extra towels to getting restaurant recommendations, GuestTalk handles it all. Its main purpose is to make everything seamless for guests and the staff.

Whistle for Cloudbeds

Whistle is made to integrate with Cloudbeds, one of the most popular hotel management systems. It supports text, email, and chat messaging. No matter how your guests prefer to communicate, Whistle has it covered.

This hotel guest messaging software automates pre-arrival messages, check-ins, and gathering feedback. Its main tasks are saving time and ensuring guests feel cared for right from the start.

Duve

Duve focuses on personalization. It lets hotels send tailored messages based on a guest's preferences. It makes each interaction feel more thoughtful and custom.

Hotel guest messaging platforms like this automate check-ins, upsell services like spa bookings, and handle post-stay surveys, creating a personalized journey for every guest. It’s a smooth, all-in-one solution that helps guests feel more connected.

Bookboost

Bookboost is a CRM with a chat-based communication feature. It allows guests to message the hotel in real time, whether it's via text, email, or in-app chat. The platform’s multilingual support helps accommodate international guests, and its automation features handle key tasks like booking confirmations and service requests.

HelloShift

HelloShift is an AI-powered hotel assistant that combines messaging with team collaboration. It enables communication between staff and guests through SMS, email, or in-app messaging. Its simple interface makes it easy for both guests and staff to send and receive messages, reducing errors and improving response times. Plus, it integrates task management, so your team stays in the loop.

Runnr.ai

Runnr.ai uses AI to automatically respond to common guest queries, like room availability or Wi-Fi passwords. Over time, it learns from interactions, getting better at understanding guest needs. It helps reduce staff workload while delivering fast, consistent responses. Guests get answers quickly, and your team spends less time answering the same questions.

Visito

Visito’s focus is on simplicity and instant replies. It automates tasks like check-ins and provides real-time notifications to guests. The platform is designed to make everyday hotel operations smoother, with minimal input required from staff. It’s perfect for hotels looking to streamline processes while still providing excellent service.

HiJiffy

HiJiffy positions itself as a communication hub that blends AI with human support to give the best of both worlds. The AI handles routine requests like ordering room service or booking a spa appointment, while more complex requests are passed on to human agents. This hybrid approach ensures fast service for guests and still allows your team to take over when needed. It’s quick, efficient, and never loses that human touch.

Mews

Mews is a cloud-based hotel management system that includes messaging as part of its suite of tools. It allows guests to message the front desk, make requests, or check in – all through a user-friendly interface. The platform integrates seamlessly with booking systems, payment processing, and housekeeping management, making it easier for staff to manage everything from a single platform.

Medallia

Medallia is a tool for experience management. While it includes messaging as a feature, it’s really focused on collecting real-time feedback through every guest interaction. Whether it’s a message about a complaint or praise, Medallia captures it and gives your team the tools to act on it immediately. It’s perfect for hotels that want to stay proactive and make improvements as quickly as possible.

Let’s Build the Perfect Software Solution for Your Hotel

Ready-made hotel messaging platforms may seem good enough, but your hotel has unique needs that can't be solved with one-size-fits-all software. It deserves a solution that works exactly the way you need it to.

We get it. You require more than a generic system. You need something tailored. Whether it’s improving how you manage bookings, making guest interactions smoother, or boosting your team’s productivity, we’ve got you covered.

With our custom software solutions, you’ll streamline operations, make better decisions with real-time data, and create a personalized guest experience that keeps people coming back. Plus, we’re here to guide you every step of the way, ensuring the solution grows with your business.

Ready to take your hotel to the next level? Let’s talk and build a custom solution that works for you. We’re here to make sure your hotel’s technology works as hard as you do!

FAQ

1. What is a hotel messenger?

   A hotel messenger is a digital communication tool allowing guests to interact directly with hotel staff through SMS, email, in-app messaging, and automated messages. It enables guests to make requests, ask questions, or get assistance without visiting the front desk or making calls. These platforms streamline communication, making it faster and more convenient for guests and hotel staff.

2. What are the key benefits of using a guest messaging platform for hotels?

   A guest messaging solution improves real-time communication, allowing guests to make requests and get immediate responses, enhancing their experience and guest journey. Automating routine tasks boosts staff efficiency and reduces the need for phone calls or in-person interactions, saving costs. Personalization features make guests feel valued, increasing their satisfaction and loyalty, encouraging repeat visits and positive online reviews.

3. How do hotel guest messaging platforms enhance guest satisfaction?

   Hotel messaging solutions enhance satisfaction by providing quick and convenient communication. Guests can reach staff without waiting in line or making phone calls. Real-time responses to their requests, such as room service, adjusting settings, or housekeeping, make them feel valued and in control. This leads to a better overall experience, higher satisfaction, and encourages positive reviews and repeat visits. CISO?