8 best guest messaging software platforms for hotels

Key takeaways

• Guest messaging software helps hotels communicate with guests throughout their stay to improve the overall experience.
• Real-time, two-way messaging allows staff to respond faster to guest requests and questions.
• The best platforms integrate with a hotel’s PMS to centralize communication and reduce manual work.
• Automation features like scheduled messages and quick replies improve efficiency without sacrificing personalization.
• Multichannel support (SMS, WhatsApp, in-app messaging) lets guests communicate on the platforms they already use.

Choosing the right guest messaging software is no easy task. There are plenty of different features and integrations that help make your customer journey seamless, allowing you to connect with guests at different phases of the sales cycle and provide an optimal guest experience. 

By engaging with guests on a regular basis, you can make it so that you are the first hotel that comes to mind when it comes time to book. In this article, we will look at the eight best guest messaging tools for hotels that will help boost guest satisfaction, drive engagement and streamline operations.

What is hotel guest messaging software?

Hotel guest messaging software is a digital communication tool that allows hotels to communicate with guests in real time across channels like SMS, WhatsApp and in-app messaging. It enables staff to manage conversations from a single inbox, respond quickly to requests and send automated messages at key moments in the guest journey, such as pre-arrival, during the stay and post-checkout.

What are the best eight guest messaging software tools for hotels?

Personalization is key to providing stellar guest experiences, and with the right tool, you can be sure to personalize your communication without compromising the quality of service. In this way, your staff can optimize operations and ensure that they are not using resources for tasks that could be easily automated.

Not only does the right hotel software lead to more operational efficiency because you’re able to foresee potential lapses in your service quality before they turn into a negative review, but it also allows you to check in with guests throughout their journey with your brand, so that they feel their needs are being met in a timely manner.

Now that we’ve looked at some benefits of guest messaging software, let’s take a look at this year’s best tools.

1. Mews

Mews enhances the guest experience while streamlining daily operations through its virtual concierge software and direct messaging tools. Guests can easily message your team in real time - whether for a housekeeping request, a question or additional services - creating a faster, more convenient stay.

For hotel teams, centralized messaging means fewer missed requests, quicker response times and the ability to resolve issues before they escalate. Combined with online check-in and check-out, Mews reduces front desk pressure, improves efficiency and delivers the seamless, digital-first experience modern travelers expect.

2. Medallia Concierge

With Medallia Concierge, guests can choose their messaging platform of choice, whether that be WhatsApp, Facebook Messenger or traditional text messaging. Hotels can then respond to queries, providing a contactless experience such as online check-in and check-out. With its API integrations, it can easily connect to your PMS, while AI technology makes it smarter.

Read about how Artificial Intelligence is changing the hospitality industry.

Medallia Concierge is easy to use, allowing you to manage different conversations on different platforms at the same time. Furthermore, it can be used on different devices, making it easy to automate communication and streamline processes.

3. Alliants

This hospitality experience platform helps hotels to unify communications, requests, and bookings on one platform across all stages of the guest experience. With a variety of communication channel integrations, whether it be WhatsApp or traditional text message, hotels can centralize communication on the Alliants platform.

Another benefit to the Alliants platform is its two-way instant translation in more than 103 languages. This allows an even easier way to interact with guests without having to deal with language barriers or having to employ multilingual staff – although of course multilingual staff are always an added benefit.

4. HelloShift

HelloShift is a smart messaging service for hotels that allows for cross-staff collaboration, ensuring that guest requests are handled across departments, unlocking the key to operational efficiency. Efficiency also comes in the form of guest data, which is automatically imported, and the ability to send regular automated messages. 

These messages are sent throughout the buyer journey, allowing for consistent engagement and interaction with your guests. AI helps create smart replies using custom snippets to facilitate quick responses, and if an issue goes without being resolved, your front desk will be immediately notified.

5. Akia

Akia helps to improve the guest experience through personalized service. Direct messaging allows guests to send a message to the front desk instead of having to call, and gives the front desk a chance to check in throughout the guest’s stay, ensuring that any issues are handled quickly thanks to in-stay surveys.

Hoteliers can use scheduled messaging to welcome guests, provide opportunities for upselling such as events and special dining experiences, and see how their stay is going. Furthermore, you can craft automated responses to frequently asked questions so that guests can quickly get the answers to all the most pressing questions.

6. Intelity

The INTELITY messaging solution for hotels is a great tool for better connecting guests with your operations staff through SMS and other popular communication channels. This is done under one mobile-first interface that is also available on in-room devices, boosting in-room engagement. 

You can use the tool to send real-time SMS and push notifications about room status updates, allowing guests the ability to give instant feedback, and allowing your staff to communicate with guests seamlessly. Real-time notifications help improve the guest experience by avoiding miscommunication.

7. Whistle

The Whistle guest messaging software is great for communicating with guests in real time via mobile communication apps and traditional text. Not only can you better communicate with guests, but Whistle also provides a web dashboard and mobile app that help improve internal communication as well. 

Whistle drives contactless experiences, allowing for online check-in, as well as more efficient service requests and effortless communication both with guests and among your staff. It also offers easy integration with over 50 different PMSs, including Mews.

8. Duve

The Duve Communication Hub allows hoteliers to schedule messages according to your hotel’s customized segmentation rules. You can also send messages to guests who are staying with you to announce special offers or events via SMS, direct messaging or WhatsApp. With automatic translation, guests will receive messages in their language.

Duve also allows your staff to communicate with each other and flag guests who have had problems to ensure special attention is paid to them, or to prioritize particular guest messages. These are all great features designed to help your staff provide the best experience possible.

What are the benefits of guest messaging software?

Guest messaging software helps hotels deliver more responsive service while streamlining day-to-day operations. By centralizing guest communication and automating routine interactions, hotels can meet rising guest expectations without increasing staff workload.

Key benefits include:

• Faster, more convenient guest communication. Guests can message the hotel in real time using familiar channels like SMS or WhatsApp, making it easier to ask questions, request services and receive timely responses.
• Improved operational efficiency for staff. A shared inbox and PMS integration allow teams to manage conversations in one place, reduce manual handoffs and respond more effectively during busy periods.
• Consistent, personalized guest experiences. Automation enables hotels to send relevant messages at key moments, while still tailoring communication to each guest.
• Reduced front desk and call volume. By shifting common requests and questions to messaging channels, staff can spend less time handling repetitive tasks and more time delivering in-person service.
• Higher guest satisfaction and loyalty. Clear, timely communication helps prevent issues, resolve problems faster and create a smoother overall stay, which contributes to stronger reviews and repeat bookings.

Streamline operations with Mews

Guest messaging software helps hotels communicate more effectively, engage guests throughout their stay and create new opportunities to upsell and cross-sell. But the greatest impact comes from a solution that’s fully connected to hotel operations.

Mews combines real-time guest messaging with built-in PMS integration and automation, allowing hotels to centralize communication, personalize interactions and reduce manual work for staff. This creates a smoother guest journey, more consistent service and stronger guest loyalty - before, during and after the stay.

Ready to simplify hotel communications and deliver better guest experiences at scale? Get a demo today.

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