5-Star Service: How the Hospitality Industry is Using WhatsApp

In the travel and hospitality industry, the guest experience is everything. Communication is at the heart of that experience. Today, modern travelers expect instant, convenient communication on their preferred channels, and for billions of people, that channel is WhatsApp.

Here's how leading hotels and travel companies are using platforms like LeadClose to elevate their service.

1. Pre-Booking: Answering Inquiries Instantly

Before a booking is ever made, potential guests have questions.

• The Strategy: Add a "Chat with us on WhatsApp" button to your website.
• Implementation: When a user clicks, they can ask questions about room availability, amenities, or package details. Your team, using a shared Team Inbox in LeadClose, can answer these questions in real-time. For common questions ("What time is check-in?"), a Keyword Automation can provide an instant answer.

2. Post-Booking: Confirmation and Pre-Arrival Concierge

Once the booking is made, the experience has just begun.

• The Strategy: Send all booking-related communications via WhatsApp for maximum visibility.
• Implementation:
  • Booking Confirmation: Send an automated Utility Template with the booking details, dates, and confirmation number.
  • Pre-Arrival Message: A day before arrival, send another template with helpful information: a map link, check-in instructions, and perhaps an offer to book airport transport or a restaurant reservation.

3. During Stay: The Digital Concierge

Empower guests to make requests without having to pick up the phone in their room.

• The Strategy: Let guests message the front desk on a dedicated WhatsApp number.
• Implementation: Your front desk or concierge team can manage all incoming requests from the LeadClose Team Inbox. This is perfect for:
  • Room service orders
  • Requesting extra towels
  • Booking spa appointments or tours
  • Asking for local recommendations

4. Post-Stay: Feedback and Re-engagement

Don't let the relationship end at check-out.

• The Strategy: Use WhatsApp to gather feedback and encourage repeat bookings.
• Implementation:
  • Feedback Survey: A day after check-out, send an automated Utility Template asking the guest to rate their stay and leave a review.
  • Re-engagement Offer: Six months later, add the guest to a "Past Guests" segment and send them a Marketing Template with a special "Welcome Back" discount for their next trip.

5. Voice for Urgent Issues

What if a guest is lost on their way to your hotel?

• The Strategy: Provide a number they can not only text but also call.
• Implementation: LeadClose's voice calling feature means that your WhatsApp number can also be your helpline. A quick voice call can resolve an urgent issue like directions or a booking problem much faster than back-and-forth texts, turning a moment of stress into a moment of exceptional service.