Hotels on WhatsApp: answer guests at 2am without waking anyone
Guests message hotels at every hour: "can we check in early?", "is breakfast included?", "what is the wifi password?". Small hotels and guesthouses often have nobody at the desk to answer. An AI agent can reply on your WhatsApp number from your house notes, and pass anything that needs a person to reception.
What customers ask on WhatsApp
- Can we check in early? Our flight lands at 9am.
- Is breakfast included, and what time does it start?
- Do you have parking, and how much is it?
- Can you recommend somewhere for dinner nearby?
- What is the wifi password?
An example conversation
This illustration shows a guest the evening before arrival. Names and details are examples.
| Who | Message |
|---|---|
| Marco | Hi, we arrive tomorrow around 11am. Can we check in early? |
| AI agent | Check-in is from 3pm. Early check-in depends on the room being ready, and I have asked reception to try. You are welcome to leave your bags with us from 8am. |
| Marco | Great. Is there parking? |
| AI agent | Yes, there are 6 spaces behind the hotel at £12 a night, first come first served. The entrance is on Mill Lane. |
What the agent answers
- Check-in and check-out times, luggage storage and directions.
- Breakfast, parking, wifi and house rules.
- Local tips from your own list of places.
- Collecting requests like extra towels or a cot for reception.
What it always hands to you
- Changes to bookings, refunds and payments.
- Complaints and anything about safety or a guest who feels unwell.
- Group bookings and events.
Message guests who booked, not everyone who stayed
A short welcome message before arrival is normal for guests with a booking. Sending offers to everyone who ever stayed is bulk messaging, which WhatsApp's terms prohibit. Let the agent answer guests and send the arrival details they need, and keep marketing to email lists people signed up to.
The WhatsApp limits that matter here
| Limit | Spaces limit per WhatsApp account |
|---|---|
| Messages | Up to 200 a day |
| Gap between messages | At least 15 seconds |
| New conversations you start | 5 an hour, 10 a day |
Replies to people who message you are not held back by the warm-up, so customers get answers from the first day.
Set it up in an afternoon
- Write house notes: times, breakfast, parking, wifi, house rules and local tips.
- Connect the hotel's WhatsApp number by scanning the QR code.
- Connect your AI agent and give it the notes.
- Tell it which requests go to reception and how urgent each is.
- Check the night's conversations each morning for the first week.
Who you message
Pricing
FAQ
Can it change a booking?
Only if your AI agent connects to your booking system and you allow it. Most hotels have it collect the request and leave the change to reception.
Can it answer in the guest's language?
Most AI agents reply in the language they are written to. Tell it which languages to use.
Can several staff see the chats?
The number stays yours, so staff can read and reply on the phone or app linked to it.