The guest communication flow via WhatsApp
An optimal flow for a hotel includes five touchpoints: immediate booking confirmation (automated from PMS), welcome message 7 days before arrival, pre-arrival communication 24 hours before with check-in instructions, checkout message on departure day with stay summary, and review request 24 hours after checkout.
The 7-day welcome message is the ideal moment for upsell: present room upgrades, spa packages, gourmet dinner or local tours with quick-reply buttons to book. Guests are in 'pre-vacation excitement' mode and propensity for additional spending is high.
Integration with hotel PMS
Major hotel PMS (Opera, Protel, Cloudbeds, Booking Suite) support integrations via API or webhook. The new booking event in the PMS automatically triggers the WhatsApp communication flow via Chat API.
For PMS without native APIs, the alternative is a file-based sync or a no-code solution with Zapier that reads new records in the PMS and calls Chat API for each new booking.
Case study: Hotel Alcide with Chat API
Hotel Alcide, a Chat API by Roxpay client, implemented the pre-arrival communication flow reducing reception calls and increasing additional service bookings through WhatsApp upsell. The channel replaced pre-arrival email communications with significantly higher read rates.
Upsell templates for hospitality
The most effective upsell template for hotels includes a photo of the proposed service (superior room, sea view, suite), a concise description of the benefit and the price differential from the original booking. 'Upgrade to a Sea View Junior Suite for just 30 euros more per night' achieves conversion rates between 8% and 15%.
For service upsells (spa, restaurant, excursions), use WhatsApp interactive buttons to collect the booking directly in the message without redirecting the client to an external page. Each additional step reduces the conversion rate.
