Let’s face it: the last time you received a booking confirmation email, did you read it with excitement? Probably not. You checked the date, the rates, and filed it away.
Now, imagine your phone vibrates. It’s a WhatsApp message from the hotel where you’ll be staying this weekend:‘Hello! We look forward to seeing you. The sun is shining and we’ve reserved a table for you at the bar if you fancy a cocktail when you arrive 🍹’
There is a real difference between these messages : it is emotional.
In a hospitality industry where service is paramount,WhatsApp is rewriting the rules of the game. More than just a messaging app, it has become a digital communication tool between you and your guests.
This isn’t about replacing your emails, but about combining them with WhatsApp to create a powerful duo. If your goal is to modernise your image, optimise the customer journey, and grow your revenue, this article might be for you!
WhatsApp Business: no more DIY, it’s time to be a pro
Let’s start by dispelling a persistent image: that of the receptionist frantically typing away on an old hotel-dedicated smartphone, trying not to switch conversations. That’s the past, and thankfully so!
For a hotel, the solution starts with WhatsApp Business.
Why is this a game changer ?
- No more phones lying around: Your teams respond from their computers (or phones), with a clear view of the exchanges.
- The trust: Your profile is recognised as a “business”. This immediately reassures the customer: they are not talking to a stranger, but to your property.
- The magic of automation: You can’t be everywhere at once. WhatsApp Business lets you schedule smart quick replies for recurring questions (Wi-Fi, hours, parking), freeing up valuable time for your team to handle complex requests.
Going further, the API WhatsApp Business allows you to connect WhatsApp directly to your hotel management tools such as your CRM.
Email & WhatsApp: the “Power Couple” of your communication
There is a legitimate fear among hotel owners:“If I start using WhatsApp, I’ll kill my email communication.” Rest assured, it’s quite the opposite. The two channels are not rivals; they can be an integral part of your hotel communication strategy.
Look at it this way:
- Email is your suit and tie. It is formal, reliable, and perfect for sending communications on behalf of your hotel or detailed summaries. It is the channel of the transaction.
- WhatsApp is your casual chic outfit. It’s the channel of immediacy, complicity, and emotion. It’s the channel of conversation.
The secret to a successful marketing strategy is knowing how to leverage both channels. Email secures information, while WhatsApp creates a connection. By combining the formal reach of email with WhatsApp’s excellent open rate, you leave no place for indifference.
The Customer Journey reinvented thanks to WhatsApp: being there at the right time
This is where the experience becomes interesting. How can you reach your customer without being intrusive? It’s all about timing and relevance. Here, everything can be configured according to your hotel and its specific characteristics:
Before the stay: raise the temperature
The journey begins long before the client sets down their suitcases in the lobby. A few days before arrival, a simple WhatsApp message changes everything. Rather than a neutral reminder, opt for warmth:
“Two days until your arrival! ☀️ The whole team is busy preparing your room. Do you need assistance in arranging a taxi from the station?”
This heartwarming message might even reduce your “No-shows.” The customer feels expected.
During the stay: the pocket concierge
Once there, the modern customer will not set their sights on the room’s landline telephone. Be where they are.
- Need more towels? A WhatsApp message.
- Time for breakfast? A WhatsApp message.
- Having trouble with the air conditioning? A WhatsApp message.
By facilitating communication, you defuse problems in real time. A guest who can easily complain during their stay is a customer you can quickly win back. By addressing the source of their dissatisfaction, they will not leave a negative review on TripAdvisor after their departure. You are transforming potential frustration into proof of responsiveness.
After the stay: the finishing touch
The customer has just left. This is a crucial moment for your online reputation. Instead of a simple email saying “Thank you for completing our survey,” send a personalised and friendly message:
“Thank you for staying with us! We hope you have a safe journey home. If you have 30 seconds, a quick Google review would mean a lot to us ❤️”
Fast, accessible from mobile and achievable in a single click: the result is immediate, giving more chance to positive reviews.
[Case Study] When theory becomes reality: 91% engagement
Theory is one thing, but what about its practical effectiveness? Let’s take a telling example.
This is a 4-star urban hotel, located on the French Riviera, facing a classic challenge: modernising its customer relations and feedback without compromising the quality and warmth of its welcome.
The property chose to integrate WhatsApp directly into the heart of its hotel tool, Experience CRM. The objective was not limited to sending messages before, during and after the stay, but aimed to establish the possibility of a continuous and personalised dialogue with customers.
The results were particularly convincing, with an engagement rate reaching 91%. This integration has profoundly transformed internal practices: it has made it possible to humanise interactions, improve the responsiveness of teams by eliminating certain delays related to emails and encourage the most discreet or hurried customers to interact more easily with the hotel.
Ultimately, this approach has enhanced the overall customer experience, creating a sense of care and consideration that translates directly into increased loyalty.
[Discover the full case study]: Dive behind the scenes of this winning WhatsApp strategy.
WhatsApp Marketing: a revenue lever not to be underestimated
Let’s now address the financial aspect. Customer satisfaction and experience are essential, but the ability to generate repeat stays and boost revenue over time is an equally strategic lever.
WhatsApp then becomes a particularly effective marketing campaign channel, provided it relies on relevant customer database segmentation. Hotel technology like Experience CRM makes it easy to segment audiences according to multiple criteria (stay history, preferences, behaviors, or customer types, etc.) in order to deliver targeted, consistent messages with high return potential.
Scenario 1: Reactivation campaigns
A guest stayed at your hotel a few months ago. A well-thought-out WhatsApp campaign, offering a limited-time deal or highlighting a new hotel feature, can rekindle memories of their stay and encourage them to return. The conversational format captures attention and prompts action.
Scenario 2: Flash actions to generate traffic
During slow periods or to capitalise on specific opportunities, a flash campaign sent to a qualified audience can quickly boost bookings. The direct and personal nature of the message reinforces the feeling of exclusivity and accelerates decision-making. Beyond immediate sales performance, these campaigns help build lasting relationships with customers, transforming a one-off interaction into a loyal, ongoing relationship based on proximity and repeat business.
Don’t let the conversation happen without you
Adopting WhatsApp is not just about following a technological trend: it’s about aligning with current customer expectations. Speed, simplicity, and a human touch are now at the heart of their interactions.
By integrating this tool into your hotel strategy, alongside well-structured and thoughtful emails, you go far beyond simply managing reservations: you build a genuine connection. You move from the role of accommodation provider to travel partner, present in your guest’s daily lives.
The example of the hotel on the French Riviera, with its 91% engagement rate, perfectly illustrates this opportunity: customers are ready to interact, to engage in dialogue, and to connect with you. The door is open; all that remains is to start the conversation!