WhatsApp for Travel & Hospitality

The travel and hospitality industry thrives on excellent customer service and timely communication. WhatsApp provides a direct, personal channel to engage with guests and travelers at every stage of their journey, from booking to post-stay feedback.

1. Booking and Inquiry Stage

• Instant Lead Response: Add a "Chat on WhatsApp" button to your hotel or travel package pages. When a potential guest inquires, use a Welcome Message auto-reply to confirm you've received their request and will respond shortly.
• Answer FAQs Automatically: Set up Keyword Automations for common questions like check-in time, amenities, parking, or cancellation policy. This provides instant answers and frees up your staff.
• Send Quotes and Options: Use Carousel Templates to showcase different room types, travel packages, or excursion options. Each card can have a picture, a brief description, and a "View Details" button linking to your website.

2. Pre-Arrival and During Stay

• Booking Confirmation: Once a booking is made, send a Utility Template with all the details: booking number, dates, and a summary of their reservation.
• Pre-Arrival Reminders: A day or two before check-in, send a friendly reminder campaign using a Utility Template. Include helpful information like a map link to your hotel, the check-in time, and an offer for airport pickup.
• Concierge Services: Allow guests to message your front desk on WhatsApp for requests like room service, booking a spa appointment, or asking for local recommendations. This can all be managed through the LeadClose Team Inbox.

[SCREENSHOT: A chat view showing a guest conversation, with the hotel staff using a Canned Response to provide restaurant recommendations.]

3. Post-Stay Engagement

• Feedback Request: A day after check-out, send an automated campaign with a Utility Template asking for feedback.
  • Body Example: "Hi {{1}}, thank you for staying with us at [Hotel Name]! We'd love to hear about your experience to help us improve. Would you mind taking a moment to share your feedback?"
  • Buttons: Include a Quick Reply for "Leave a Review" that links to your TripAdvisor or Google page, and another for "Share Feedback Privately".
• Re-engagement Campaigns: Add guests to a "Past Guests" segment. Send them a Marketing Template a few months later with a special offer for their next stay.

FAQs

Q: Do I need an opt-in to send booking confirmations? A: No. Since the message is a direct result of a transaction the user initiated (making a booking), it is considered a Utility message and does not require a separate marketing opt-in.

Q: How can we manage requests from multiple guests at once? A: The LeadClose Team Inbox is designed for this. Multiple agents can be online. New messages arrive in the main queue and can be assigned to an available agent, ensuring every guest gets a prompt reply without conversations being missed.

Q: Can we send a guest their booking confirmation as a PDF? A: Yes. You can create a Utility Template with a Document Header. When you send this template to a guest, you can attach their specific booking confirmation PDF.