Hotel instant messaging

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Hotel Baume Paris

What is hotel instant messaging and why do guests expect it?

Hotel instant messaging covers every real-time conversation between a hotel and its guests. That includes live chat, WhatsApp, Facebook Messenger, Line and SMS, as well as Booking.com and Expedia messages. Guests now expect a reply within minutes, before, during and after their stay.

However, many hotels still manage each channel in a separate tool. As a result, messages go unanswered, replies vary from one channel to another and leads slip away.

The articles in this category analyse how guests use messaging and what it changes for hotel teams. Quinta’s Q-Hub gathers all these conversations in a single interface, for one or several hotels. In addition, Q-Automate sends pre-stay, in-stay and post-stay messages via SMS or WhatsApp. These messages build on conversations with Velma and on PMS or CRM data.