Guest messaging that reduces cancellations and boosts reviews
Chatwoot coordinates bookings, itineraries, and on-property requests across chat, SMS, and WhatsApp with clear ownership and proactive updates.
- Route by property, route, or brand
- Automated pre-arrival and on-trip updates
- Multilingual support for global guests
Key outcomes
Fewer cancellations
Send pre-arrival confirmations, check-in guidance, and disruption notices automatically.
Higher satisfaction
Respond to in-stay requests fast with clear routing to housekeeping, F&B, or concierge.
Better reviews
Close the loop with post-stay follow-ups and resolve issues before guests depart.
Revenue lift
Offer upgrades, ancillary services, and experiences at the right moments.
Powered by core features
The features that make guest messaging seamless across every touchpoint.
We land at 1:30 PM on the 15th. Is early check-in possible? Also interested in spa options.
WhatsApp · 9:14 AM
Welcome Elena! As a Gold Tier guest, early check-in from 12 PM is complimentary. I'd love to book the Seaside Spa Welcome Package for you, it includes a 60-min massage and pool access. Shall I reserve it?
Context
Mar 15
4 nights
Ocean Suite
Set expectations and reduce front-desk load
Capture guest preferences before arrival, auto-assign the conversation to the right property, and let Captain Copilot draft the reply with loyalty status in view.
- Share directions and check-in windows automatically
- Collect ID or preferences securely via WhatsApp
- Send upsell offers with booking confirmations
- Loyalty tier and itinerary visible to every agent
Route housekeeping, maintenance, and dining requests instantly
Guests message once and the right team picks it up, with SLA policies on Business and Enterprise plans, canned responses for common requests, and a message back to the guest when the job is done.
- Route to the right team with SLAs
- Use canned responses for common requests like extra towels or late checkout
- Notify guests when tasks are completed
Guest message received
"Extra towels for room 412 please"
Automation rule: Housekeeping request
Room 412 · Priority: Standard
Route to Housekeeping Team
SLA: 15min response · Floor 4 assigned
Notify guest: Request completed
Auto-send confirmation via WhatsApp
Plays to launch
Concrete workflows your hospitality team can use immediately.
Pre-arrival and check-in
Set expectations and reduce front-desk load.
- Share directions and check-in windows
- Collect ID or preferences securely
- Send upsell offers with confirmations
In-stay requests
Handle housekeeping, maintenance, or dining requests quickly.
- Route to the right team with SLAs
- Use canned responses for common requests
- Notify guests when tasks are completed
Irregular operations
Manage delays, cancellations, or weather events.
- Broadcast updates by route or property
- Provide alternatives and vouchers
- Track responses and follow up with CSAT
Post-stay follow-up
Turn guests into promoters.
- Send thank-you and feedback surveys
- Resolve complaints before reviews go public
- Offer loyalty enrollment or next-stay perks
Platform
Infrastructure, integrations, and controls built for hospitality operations.
Multi-property ready
Inboxes and templates per property or route with consolidated reporting.
Deployment choice
Cloud for speed or self-host to keep guest data within your stack.
Integrations
Connect PMS/CRS, ticketing, and notification systems with the REST API, Dashboard Apps, and outbound webhooks.
Common questions
Practical answers hospitality teams ask before rolling this out.
Does Chatwoot support WhatsApp and SMS for guests?
Yes. Manage WhatsApp, SMS, email, and live chat in one inbox with shared context and canned responses.
Can we separate properties or brands?
Create inboxes per property/brand with localized templates and roll-up analytics.
How does Chatwoot handle multilingual guests?
Captain Copilot helps agents translate replies, and automation rules on Business and Enterprise plans route by browser language to the right team.
Can we promote upsells without being pushy?
Use contact segments such as loyalty tier, stay type, or dates to decide who hears about an offer, and send it as a WhatsApp or SMS campaign. Captain Copilot drafts the reply and your agent decides what actually goes out.
Do you integrate with PMS or booking engines?
Your PMS or booking engine pushes reservation details, arrival times, and loyalty status into Chatwoot with the REST API, or shows them beside the conversation with a Dashboard App. Outbound webhooks send Chatwoot events back to those systems.
Related resources
See how Chatwoot works for hospitality
Bring your guest messaging workflows and we will configure routing, templates, and Captain live.