Messages along the stay
After booking
confirmation and a note that questions are answered over WhatsApp, labelled as an AI assistant.
A few days before arrival
directions, parking, check-in times, an offer for extras.
On the day of arrival
access information or a pointer to the front desk.
During the stay
answers to questions from the knowledge base.
After departure
thanks, a request for a review and, with consent, a pointer to booking direct next time.
What you need
WhatsApp Business Platform
access through Meta, a dedicated phone number for the house.
Templates
Messages you send on your own initiative must be approved by Meta. We word them and submit them.
Consent
Promotional messages only with the guest’s documented consent.
What WhatsApp does not replace
Booking and payment
The chat sends a link to the booking flow; the booking itself runs on the website.
Personal conversations
Complaints and special requests go to your team, with a summary of the conversation so far.
Legal information
Cancellation terms and house rules are on the website and in the booking confirmation.
Data protection
WhatsApp belongs to Meta. We inform guests about the channel in the privacy policy, use the official WhatsApp Business Platform instead of private numbers and define how long conversation histories are stored. Guests who do not want to use WhatsApp can still reach you by email.
Interplay with the concierge
The answers come from the AI concierge and from the same knowledge base as on the website. Triggers such as new bookings come from the channel manager integration. The AI label applies here too, see using AI lawfully.
Frequently asked questions
Does WhatsApp Business cost anything?
Meta charges fees for certain message types. We give you the current prices at setup; they depend on message type and country.
Can we adjust the messages ourselves?
Yes. You change texts in the editorial system; new templates we submit to Meta.
Can several staff members access the messages?
Yes. Handed-over conversations land in a shared inbox so that the front desk can handle them in shifts.
Does it also work with our existing WhatsApp number?
A number that is already used in the regular WhatsApp app has to be migrated for the Business Platform. We discuss beforehand whether a new number is simpler.
In which languages does the assistant reply?
In the language in which the guest writes. You maintain the knowledge base in your own language.