Guest Messaging

Guest Messaging is where Talk with Guest starts. Every reservation that lands in the PMS — from Booking, Expedia, Airbnb, HostelWorld or the direct engine — opens a conversation thread that will carry through every message the hotel and the guest exchange from that moment until well after checkout. The thread lives next to the reservation, so anyone at reception can see the full history without switching apps.

The channel is whichever one the guest prefers. WhatsApp Business is the default for anywhere WhatsApp is dominant, which in Portugal means roughly ninety-two percent of leisure guests. Email is the default for corporate stays and for guests booking through channels that never expose a phone number. SMS is the fallback for anyone whose WhatsApp attempt fails. Every message is routed automatically and every response comes back into the same unified inbox.

Pre-arrival flows are ready out of the box. Twenty-four hours after the booking, Talkguest sends a warm welcome with the check-in instructions, the address, transport tips and, if the property offers them, upsells for airport transfer, early check-in, late checkout or a bottle of Vinho Verde on arrival. Seventy-two hours before arrival, a short pre-arrival card asks for the estimated time of arrival — the response is written back to the PMS reservation record automatically so reception can plan the day.

Mid-stay and post-stay templates are equally opinionated. Day two of a stay the guest gets a check-in message that reads more like a friendly text from a concierge than a template. Post-stay, a review request goes out on the platform the guest is most likely to leave a review on, based on the booking channel and the property's live review deficit.

The team inbox is built for real reception work. Messages arrive in a channel-agnostic queue with SLA timers per conversation, a colour badge for the guest's booking channel, a one-click translation button for anything that arrived in a language the receptionist does not read, and canned replies grouped by the reservation state. Escalations flag to a manager if a message sits unanswered past the SLA for its category.

Every upsell campaign is measurable. When a guest accepts an early check-in from a WhatsApp card, the sale is booked against the reservation folio, the housekeeping schedule is nudged, and the campaign attribution is written to Revenue Analytics for the monthly upsell report.