Peak season front desk overload
Bots handle FAQs; staff focus on high-touch guests and exceptions.
Hospitality · WhatsApp API
WhatsApp Business API for Hotels & Hospitality
WhatsApp API for hospitality automates pre-arrival messages, in-stay concierge routing, upsell offers, and guest feedback with multilingual templates and department-based routing. PMS integration depth varies by property system.
Guest check-in reminders, concierge requests, spa and dining upsells, and post-stay feedback on WhatsApp for hotels and resorts — so front desk staff focus on guests in the lobby, not repetitive phone queries.
45%
Higher ancillary upsell
Higher ancillary upsell
60%
Less front desk calls
Less front desk calls
4.8★
Avg guest rating lift
Avg guest rating lift
24/7
Concierge automation
Concierge automation
Can hotels collect guest feedback on WhatsApp?
WhatsApp API for hospitality automates pre-arrival messages, in-stay concierge routing, upsell offers, and guest feedback with multilingual templates and department-based routing. PMS integration depth varies by property system.
Yes. Post-checkout NPS and review requests typically outperform email surveys. Send within 24 hours of departure while the stay is fresh — response rates still vary by guest segment.
Last updated: September 2026
Challenges We Solve
Low ancillary attach rate
Timed upsell messages for spa, dining, and late checkout — results depend on offer relevance and timing.
Key Benefits
- ✓ Pre-arrival check-in and document collection
- ✓ In-stay service requests routed by department
- ✓ Checkout and feedback automation
- ✓ Loyalty program enrollment with opt-in
Platform Features
Guest Journey Flows
Pre-arrival → welcome → in-stay → checkout → review.
Department Routing
Housekeeping, F&B, and concierge queues in one inbox.
Use Cases
Resort upsell
Day 1 welcome → Day 2 spa offer → checkout survey.
Related guides
Frequently Asked Questions
Can hotels collect guest feedback on WhatsApp?+
Yes. Post-checkout NPS and review requests typically outperform email surveys. Send within 24 hours of departure while the stay is fresh — response rates still vary by guest segment.
Does WhatsApp integrate with our PMS?+
Ominiflow connects via webhooks and API to many systems; native PMS connectors depend on your vendor. Pre-arrival flows often start with CSV or manual triggers until integration is built.
Can guests request housekeeping on WhatsApp?+
Yes. In-stay bots capture room number and request type, then route to housekeeping or front desk in the shared inbox. SLA depends on staffing, not the channel alone.