GuestTouch/Messaging
AI-Assisted Omnichannel Guest Messaging

Right Guest Every Time.

Reach every guest on the channel they actually use, with a message that fits their stay, and catch problems before they turn into reviews.

Book a Demo Aha! moments
No downloads required for guests Works on SMS, WhatsApp, email, and OTA messaging
Trusted by award-winning independent hotel brands and groups

See GuestTouch work, feature by feature

Pick a product and a feature — or enter your hotel to see it with your name on it.

Built Around Your Goal

Every hotel wants something different from messaging.Tell us which one is yours.

Choose the result you care about most and see how Messaging gets you there.

Hi Emma, what time do you expect to arrive on Friday?
Around 1pm.
Arrival time saved to the reservation

Questions Answered. Waiver Signed. Ready At Check-In. Everything is Saved to their Guest Profile

  • Ask arrival times a few days out, so the front desk staffs for the rush.
  • Have the earliest arrivals' rooms cleaned first.
  • Fewer guests waiting in the lobby.
Every Channel

Not locked to one inbox.SMS, WhatsApp, email, and OTAs, one thread.

Guests reply wherever they already are. Your team checks one place.

+ more
  • SMS, WhatsApp, email, WebChat, Expedia, Booking.com, and Airbnb, all in one thread.
  • Messages go out on the channels you turn on. For each channel, set different messages by the guest's country code and language.
  • Your team checks one place, no matter which channel a guest used.
Book a Demo
guesttouch.comUnified inbox
Unified inbox
Emma Cartervia WhatsApp, 2 min ago
New
Jonas K.via SMS, 14 min ago
Replied
Priya S.via Expedia message, 1 hr ago
Replied
Channel rules
Guest's country code
Channel
Language
+1 (US, Canada)
SMS
English
+44 (UK)
WhatsApp
English
+34 (Spain)
WhatsApp
Spanish
+49 (Germany)
WhatsApp
German
No mobile number
Email
Guest's language

One platform, not four apps stitched together.

Personalized By Default

Guests feel truly taken care of, without your team doing anything extra.

An Official Meta Partner

In a time of fraud, guests hear from your hotel's official WhatsApp Business account, so they know it's really you.

Guidebook, Built In

Guests get answers themselves, one click away, no extra tool to manage.

WhatsApp for Hotels

WhatsApp, the wayyour guests already use it.

Most international guests live on WhatsApp. Message them there from your hotel's official WhatsApp Business account, and answer from the same inbox as every other channel.

  • Your official business accountGuests see your hotel's verified name, not a random number. GuestTouch is an official Meta partner.
  • Photos, menus and PDFsSend a room photo, tonight's menu or a map, right in the chat.
  • Pre-arrival to post-stayWelcome messages, check-in details, upsells and feedback requests all go out on WhatsApp for guests who use it.
  • One inboxWhatsApp chats sit next to SMS, email and OTA messages, so your team checks one place.
Nothing for guests to download. They already have WhatsApp.
Book a DemoLearn More
Messaging Meets Reputation

Hear about problems in the stay,not in the review.

The same conversations that run the stay also decide what guests say about it afterward.

In-Stay

Catch problems before they become reviews.

A quick check-in during the stay tells you how it is really going. A guest who is unhappy tells your team, not the internet.

How is your stay going so far, Emma?
Honestly, the AC in 412 is not working.
Escalated to Manager on DutyMaintenance on the way
Escalated
Fixed before checkoutNo bad review to answer later
Resolved
Post-Stay

Turn great stays into great reviews.

Ask for feedback your way, in your words, right after checkout. Every guest gets an easy link to share a review publicly, and every review lands in GuestTouch Reputation.

Thanks for staying with us, Emma. How was it?
Loved it. Best breakfast we have had in years.
New 5-star review on GoogleArrived in GuestTouch Reputation
Reputation
Reply drafted for your teamReady to review and post
Ready
The proactive feedback loop

In-stay check-in→Issue fixed→Feedback requested→Review earned→Answered in Reputation

How It Works

Not one message, blasted to everyone.The Adaptive Boutique Messaging Model.

Six variables, combined however your property needs them, so every message feels like it was written for the one guest reading it.

Right MessageRight GuestRight TimeRight FormatRight ChannelYour Way
9:41
EC
Emma CarterRoom 412
Today
Hi Emma! Happy Hour starts at 5 PM in our Rooftop Bar tonight.
16:30 · Delivered
Ooh, what's on tonight?
16:31
Rooftop Bar Happy Hour, 2-for-1 craft cocktails2-for-1 craft cocktails till 7 PM. We saved you a seat.
16:31 · Delivered
Perfect, we'll be right down!
16:32
happy-hour.jpg
Message

Right Message

Content written for the room, the room type, or the unit, not a generic hotel-wide line.

Right Guest

One guest, a segment, or every in-house occupant, your call per broadcast.

Right Time

Triggered by a guest event like check-in, or scheduled for an exact date and time.

Right Format

Plain text, an image attached, or a broadcast, whichever gets read.

Right Channel

Messages go out on the channels you turn on, with a different version for each country code and language.

Your Way

Mix and match them however your property runs.

Guest Journey

Not sent whenever someone remembers.Precise engagement across the entire guest journey.

Guests hear from you at the right moment, every time, without anyone on your team having to remember.

Pre-Arrival
Check-In
In-Stay
Check-Out
Post-Stay

The whole journey covered automatically, not just the moment someone thinks to send a message.

  • Set it once, and it sends the right message at the right moment, pre-arrival through post-stay.
  • Still yours to edit and make changes anytime.
Book a Demo
guesttouch.com
Pre-ArrivalTap a send to preview
Hi Emma, we can't wait to welcome you on Friday! What time do you expect to arrive?
Upcoming sends
Booking confirmationTriggered, on booking
Automated
Arrival time request3 days before arrival
Automated
Room upgrade offer2 days before arrival
Upsell
Check-InTap a send to preview
Welcome, Emma! Room 214 is ready. Wi-Fi: Harbor-Guest, password seaside24.
Upcoming sends
Welcome messageTriggered, on check-in
Automated
Wi-Fi and parking detailsTriggered, on check-in
Automated
Dinner reservation prompt2 hours after check-in
Scheduled
In-StayTap a send to preview
Beach bonfire tonight at 7pm on the north lawn. S'mores are on us!
Upcoming sends
Mid-stay check-inDay 2, 11:00 AM
Automated
Beach bonfire tonight, 7pmScheduled, Fri 8:00 AM
Scheduled
Spa afternoon offerDay 2, 3:00 PM
Upsell
Check-OutTap a send to preview
Checkout is at 11am tomorrow. Would you like a late checkout until 1pm for $25?
Upcoming sends
Late checkout offerEvening before departure
Upsell
Checkout reminderTriggered, 10am day of departure
Automated
Folio and receiptTriggered, on checkout
Automated
Post-StayTap a send to preview
Thanks for staying with us, Emma! How was everything?
Upcoming sends
Thank-you message2 hours after checkout
Automated
Feedback request1 day after checkout
Automated
Return-visit offer30 days after checkout
Scheduled

"Right messaging led to record revenue month for our hotel's restaurant, the first month after implementing GuestTouch!"

S
Syd
General Manager, Lodge in TN
Segment and Broadcast

Not one message to everyone in-house.Broadcast to exactly who needs it.

Say the right thing to the right guests, at any point in their stay. Everyone else is spared one more notification to ignore.

  • Pre-built segments for arrivals, departures and in-house guests, ready on day one.
  • Build your own by room type, floor, rate plan, VIP or loyalty status.
  • Send photos and menus by MMS or WhatsApp, like tonight's restaurant menu or a happy-hour flyer.
  • Broadcast to your staff too: shift updates, VIP arrivals or a heads-up before a big group checks in.
Book a Demo
guesttouch.comBroadcasts
In-House 142 Arriving Today 38 Departing Tomorrow 26 Suites 19 VIP 12
Tonight's dinner menuSent to All in-house guests, 142 recipients
MMS + WhatsApp
Extend your stay one night, 15% off12 recipients
Departing VIP guests
Pool deck closing early tonight142 recipients
All in-house guests
VIP group of 20 arriving at 3pm, rooms 401 to 420Front desk + housekeeping, 9 staff
STAFF BROADCAST
Rich Messages

Not another wall of plain text.Images guests actually look at.

A photo lands in one glance. A paragraph gets skimmed, or skipped.

  • Works everywhere, SMS, MMS, WhatsApp, and email, not just one channel.
  • See exactly what the guest sees, before you hit send.
Book a Demo
9:41
EC
Emma CarterRoom 412 · SMS
Today
Rooftop Bar Happy Hour posterHappy Hour starts at 5 PM on the rooftop. 2-for-1 craft cocktails till 7!
16:30 · Delivered
Ooh, we're in! Can we bring the kids?
Of course, there's a mocktail menu too.
9:41
EC
Emma CarterRoom 412 · SMS
Today
Hi, the sink in our bathroom won't stop dripping.
Guest photo of the bathroom sink
So sorry, Emma! Maintenance is on the way, about 10 minutes.
09:12 · Delivered
9:41
EC
Emma CarterRoom 412 · WhatsApp
Media to guests
Room-Type Personalization

Not one message for all room types and guests.One send, a unique message per room type and guest.

Write it once. Every guest gets the version that's actually relevant to them.

  • No manual list-splitting or separate sends for your team to manage.
  • Guest name, room number, and stay details fill themselves in.
Book a Demo
guesttouch.com
Welcome messageOn check-inTap a room type to preview
Welcome, Priya! Your private plunge pool is heated and ready, and your villa butler is one message away.
One send, a version per room type
Private VillaPriya S. · Villa 3
Perk
Ocean View SuiteEmma C. · Suite 402
Upsell
Garden View RoomJordan R. · Room 118
Perk
Family RoomAlex M. · Room 226
Info
Digital Guidebook

The Guide That Answers Your Front Desk's Busiest Hour.

A guide your hotel curates. Guests open it on their phone, no app, no download, and stop calling for the WiFi password.

  • Before they arrive: questions answered, waiver signed, all saved on the guest profile.
  • WiFi, directions, and house info, one tap away.
  • Local recommendations, curated by your team.
  • Shared by link or QR code, no app, no front-desk explaining.
Book a Demo
3×fewer front-desk calls
The Lex Hotel
Back Bay, Boston
WELCOME HOME
Good evening
Wi-Fi
LexHotel-Guest
Directions
177 Lex St
The guide
Curated by the hotel
Contact Us
Guest Services
Parking
On-site Instructions
Exploring the Neighborhood
Local Dining
Laundry
Essentials
Ask Lex
Instant answers from your guide
Hi! I'm your Lex Hotel assistant. Ask me anything about your stay.
What are the Wi-Fi details?
The guest network is LexHotel-Guest and the password is welcome239.
Answered from "Essentials"
Message…
Home
Guide
Ask
Scan for your guide
AI Assist

AI-assisted.Your Team is Always in control.

Answers from your guidebook and your rules

What time does the pool close?
The pool is open until 10pm. Towels are at the pool deck.
Answered from your guidebook: Pool and Spa
Is there somewhere close by for breakfast before 7am?
Harbor Bakery opens at 6am, a 3-minute walk. Our lobby also has grab-and-go coffee from 5:30am.
Answered from your guidebook: Local Eats

Draft-for-approval or auto-reply, set per hotel

Auto-reply
What's the WiFi password?
It's SeasideGuest2026. Enjoy your stay!
Sent automatically, routine question
Draft for approval
Can I check out at 2pm instead?
Hi Emma, we can offer late checkout until 1pm for $25. Want me to add it?
ApproveEdit
Waiting for your team

Anything sensitive escalates to a person, then to their manager

There's water leaking from the bathroom ceiling.
Flagged as urgent, assigned to Front Desk
No reply in 10 min, escalated to Duty Manager
AI does not reply to sensitive messages
EASY FOR YOUR STAFF

Answer guests from wherever you already are.No new habit to build.

Web app, staff mobile app, or right inside your PMS tab. Your team picks what fits their shift.

Web App

The full inbox and every broadcast, on the desk computer your team already uses.

Staff Mobile App (for your team)

Your team can reply, escalate, and hand off from the floor, the pool deck, or the back office. Guests don't need it. They just text you back.

iOSAndroid

Chrome Extension

Message guests without leaving your PMS tab. No switching, no copy and paste.

Inside your PMS

Every Location, One View

Switch between properties in a tap and manage the whole portfolio without separate logins.

Reporting By User

See response times and volume by team member and by property, so management knows what is working.

Escalation Built In

Unanswered messages climb to the next person automatically, so nothing sits unread.

Why GuestTouch

Every messaging tool can send a text.Here's what yours should also do.

Click through to see what your team and your guests get on day one.

Catch Problems Before They Become ReviewsProtect your rating

In-stay check-ins surface issues while there is still time to fix them.

Post-Stay Feedback, Your WayMore 5-star reviews

Ask in your own words, and give every guest an easy way to leave a review that flows into Reputation.

AI Assist, Your WayYou stay in control

Let AI draft replies for your team to approve, or answer routine questions on its own. You choose per hotel.

No Downloads Required For GuestsZero friction for guests

Guests text, WhatsApp, or email like they already do. Nothing to set up, nothing to remember.

A Mobile App For Your TeamReply from anywhere

Not just a guest-facing tool. Your team can reply, escalate, and tag conversations from their own phone.

Escalation and Secondary EscalationNothing goes unanswered

An unanswered message climbs to the next person automatically. Nothing sits unread in a shared inbox.

Business Hours MessagingGuests never hear silence

Auto-replies respect quiet hours and staff shifts, so guests still get an answer, just the right one.

AI Guidebook For Self-ServiceFewer repeat questions

Most guest questions get answered instantly, without a staff reply at all.

Staff Tagging and OwnershipClear ownership

Assign any conversation to the right person and keep ownership visible to the whole team.

Share Room Keys In The Same ThreadSkip the front desk

Send a digital key without a separate app or a trip to the front desk.

Engage AutomaticallySet it once

The whole guest journey covered, not just the day of checkout.

guesttouch.comMessaging
Catch Problems Before They Become Reviews
A guest tells your team first, and the issue is handled before checkout.
How is your stay going so far?
The AC in 412 is not working.
Thank you for telling us. Maintenance is on the way now.
Questions

Common questions aboutGuestTouch Messaging.

How is GuestTouch different from other guest messaging tools?

Most tools focus on automating replies. GuestTouch keeps the personal touch: messages fit each guest's stay, your team stays in control of what goes out, and in-stay conversations connect to your reviews, so problems get fixed before they turn into a bad review.

Do guests need to download an app?

No. Guests reply by text, WhatsApp, email, or OTA messaging, the same way they already do. The GuestTouch mobile app is only for your team.

Will AI answer my guests without us knowing?

Only if you want it to. Choose draft-for-approval so staff approve every reply, or let routine questions go out automatically. You set it per hotel, and anything sensitive goes to a person.

We're a small team. Is this going to be complicated?

No. It works the way texting already works. Your team gets one inbox for every channel, on the desk computer, on their phone, or inside your PMS tab. Most properties are live within 72 hours, with no training sessions.

Can every guest get a message that feels personal, not automated?

Yes. Messages fill in guest details and change by room type, segment, and stage of the stay, so a suite guest and a standard-room guest each get the version that fits them.

Does Messaging connect to my reviews?

Yes. In-stay check-ins catch problems early, and after checkout every guest gets an easy way to share a review, which your team answers in GuestTouch Reputation.

Does it work with WhatsApp directly?

Yes. GuestTouch is an official Meta partner, so messages come from your hotel's official WhatsApp Business account.

How does pre-arrival check-in work?

Guests open a pre-arrival link on their phone, with nothing to download. They tap in their arrival time and what they're celebrating, answer any questions you've added, and sign your waiver or agreement.Every response and signed form is timestamped and securely saved to the guest profile, so your team can access it seamlessly.

Is the digital guidebook a separate product?

No. It's built in, one click from any message, link, or QR code.

Is GuestTouch built for larger groups and chains?

One login across every property, with role-based access so corporate, directors of operations and GMs each see just what they should.A portfolio view: reviews, messages and performance across all properties in one place, not one tab per hotel.Enterprise-grade security, with SSO and data kept isolated per property.

One Inbox. Every Guest. More Reviews. More Revenue. More Time.

Book a live demo and see how GuestTouch elevates your guest communication.

Book a Demo