Guests don’t want to fill forms or wait for emails. They open WhatsApp. For hotels, that’s a chance to answer instantly, build trust, and steer guests to your booking engine. In this guide, you’ll learn what works—and you’ll get copy-ready templates to launch today.
Why WhatsApp works for hotels
- Familiar & high-intent: Guests already use it daily.
- High open rates: Messages are read within minutes.
- Two-way, not one-way: You can clarify, recommend, and close.
- Link-friendly: Send booking links, menus, or directions.
Core use cases
- Pre-booking questions (rates, availability, policies)
- Abandoned inquiries (recover with a helpful nudge)
- Pre-arrival upgrades (room move, breakfast, transfer)
- In-stay ops (housekeeping requests, spa slots, restaurant)
- Mid-stay feedback (fix issues before checkout)
- Post-stay reviews & returns (turn love into repeat)
6 WhatsApp templates (edit lightly and localize):
- Answer & convert
“Hi {{first_name}}, thanks for reaching out. For {{dates}}, we have {{room_type}} from {{rate}}. Book securely here: {{booking_link}}. I can also hold this rate for 24 hours—prefer that?” - Abandoned inquiry
“Quick follow-up, {{first_name}}—did you still want {{room_type}} for {{dates}}? I can share a flexible rate and a late checkout perk. Here’s the link: {{booking_link}}.” - Upgrade offer (48–72h pre-arrival)
“Welcome to {{hotel_name}} soon, {{first_name}}! A few premium rooms opened for your dates. Upgrade for {{upgrade_price}} and enjoy {{benefit}}. Want me to secure it?” - In-stay upsell (same-day spa/dining)
“Good afternoon, {{first_name}}. We have a few spa slots today between 4–6pm and a chef’s menu at {{restaurant}} tonight. Would you like me to book either?” - Mid-stay pulse check
“Hope your stay is going well! Anything we can improve right now? Reply 1–5 (5 = excellent). If under 5, we’ll fix it today.” - Post-stay review & return
“Thank you for staying with us, {{first_name}}! If you have a minute, we’d love your review: {{review_link}}. As a thank you, here’s a direct-only rate for your next visit: {{return_code}}.”
Operational tips
- Use approved templates for the first contact on WhatsApp Business.
- Keep responses under 5 lines; add a single clear CTA.
- Segment by intent (business/leisure, family/couple).
- Track click-through to your IBE and attach rates for add-ons.
How Bonomi helps
Bonomi’s Reservation Agent answers instantly on WhatsApp and webchat, pulls PMS/IBE context, and guides guests to book direct. Concierge handles pre-arrival and in-stay flows; Voice AI covers phone for guests who still call.
Want ready-made flows on WhatsApp? Start your free trial or book a 20-min demo.
