Guest messaging for hotels, airlines and travel agencies
Keep travellers informed from booking to check-out, handle changes in the chat, and give every guest a concierge they can message in their own language.
A pre-arrival message and concierge request on WhatsApp. Synthetic brand and sample data.
Short answer
Updated
OmniChannels.ai helps hotels, airlines and travel agencies send booking confirmations, check-in reminders, itinerary changes and upsell offers over WhatsApp, SMS, RCS and voice, with fallback when a traveller is roaming or offline. Guests message the front desk or concierge on WhatsApp, Instagram or Messenger, and staff answer from one shared inbox. Chatbots and AI agents answer common questions in English and Arabic and hand over to a person for requests that need staff.
What travel and hospitality teams send with OmniChannels.ai
Booking confirmations
Confirm reservations and tickets on WhatsApp, email or SMS, triggered from your booking or property system through the API.
Check-in and arrival
Send online check-in links, arrival instructions and room-ready notices, and collect arrival times and preferences by reply.
Itinerary changes
Notify travellers of schedule changes, gate changes, delays or rebooking options, with fallback from WhatsApp to SMS for travellers abroad.
Concierge chat
Guests request transfers, tables, late check-out or housekeeping in the chat, and staff answer from the Omni Inbox with assignment by department.
Upsell offers
Offer room upgrades, spa, dining or extra baggage before arrival with WhatsApp templates or RCS rich cards to guests who opted in.
Multilingual guests
Send templates in each guest's language, and let AI agents answer common questions in English, Arabic and other languages before a person takes over.
Voice and IVR
Run reservation IVR, outbound reminder calls and AI voice agents, with call recording, provisioned with your account team.
Post-stay feedback
Ask for feedback after check-out or travel with a short survey link or button reply, and route complaints to a manager.
Which channel for which message
Travellers move between networks and countries, so plan fallback for anything time-critical.
| Item | Details |
|---|---|
| Booking confirmation | Email for the full confirmation and terms, plus a WhatsApp utility template with the key details, falling back to SMS. |
| Check-in and arrival details | WhatsApp with a check-in link and buttons, since guests often have data on arrival; SMS as fallback. |
| Delays and itinerary changes | WhatsApp first, then SMS, because roaming travellers may have SMS but no data. Add a voice call for major disruptions. |
| Concierge requests | WhatsApp, Instagram and Messenger in the Omni Inbox, assigned to front desk, concierge or housekeeping. |
| Upsell and pre-arrival offers | WhatsApp marketing templates or RCS carousels for opted-in guests, or email for longer offers. |
| Post-stay feedback | WhatsApp or email with a short survey link, sent once after departure. |
How a hotel or travel business goes live
- 1
Map the guest journey
List each message from booking to after the stay or trip, and which team owns each one.
- 2
Connect channels
Connect your WhatsApp Business account, Instagram and Facebook Page, register SMS sender IDs and verify your RCS brand.
- 3
Approve multilingual templates
Submit confirmation, check-in, change and offer templates in the languages your guests use most.
- 4
Integrate booking systems
Trigger messages from your property management, reservation or booking system through the REST API and webhooks.
- 5
Set concierge rules
Define departments, assignment, service hours and bot handover, then review guest requests and response times weekly.
Is OmniChannels.ai right for your travel business?
A good fit when
- You run hotels, resorts, serviced apartments, an airline or a travel agency.
- Guests and travellers message you on WhatsApp and social channels before and during the trip.
- You serve international guests who need messages in several languages.
- You want booking events to trigger messages automatically from your systems.
Good to know before you start
- Upsell and offer messages need opt-in, and guests must be able to opt out.
- WhatsApp templates need Meta approval, and free-form replies are limited to the 24-hour service window.
- Travellers abroad may lack data or receive SMS through roaming partners, so test delivery in key markets.
- Keep passport numbers and payment card details out of chats; collect them in your secure booking system.
Travel and hospitality messaging questions
Can guests message the hotel on WhatsApp during their stay?
Yes. Guests write to your official WhatsApp number, and front desk, concierge or housekeeping staff answer from the Omni Inbox under their own names, with requests assigned to the right department.
How do we reach travellers who are abroad?
WhatsApp works wherever the traveller has data or Wi-Fi. For time-critical changes, set fallback to SMS, which can reach a roaming phone without data, and add a voice call for major disruptions.
Can we send messages in the guest's language?
Yes. Create template versions in each language and select the version from the guest's profile. AI agents can answer common questions in English, Arabic and other languages.
Can we send upgrade offers on WhatsApp?
Yes, as marketing templates to guests who opted in to offers. Send them at a relevant moment, such as a few days before arrival, and include a way to opt out.
Does it connect to our property management or booking system?
Yes, through the REST API and webhooks. Your system triggers confirmations and check-in messages, and delivery statuses come back in one format across channels.
Can a chatbot handle common guest questions?
Yes. A chatbot or AI agent can answer questions on check-in times, parking, Wi-Fi, facilities and directions, and hand requests that need staff to a person with the conversation kept.
Guides on this topic
- MarketingHotel Guest Messaging on WhatsApp: The Full Stay Journey8 min read
- WhatsAppWhatsApp 24-Hour Customer Service Window: Rules and Pricing8 min read
- OmnichannelCustomer Messaging Journey Map: Channels for Every Lifecycle Stage9 min read
Explore more of the platform
Plan your guest messaging
Tell us your properties or routes, booking systems and guest languages. We'll map the journey, channels and concierge setup for you.