Guest communication is the key to building loyalty and generating more bookings. hotels need to offer guests proactive support and personalized interactions throughout their journey to enhance the guest experience.

This is where Instant messaging comes into play. Hotels can use Instant Messaging platforms such as Facebook Messenger, Whatsapp, Instagram, etc. to provide a direct and open line of communication to their guests. This removes communication barriers so guests can easily contact the hotel online 24/7, get instant answers to their queries and book their stays directly without having to rely on third-party providers such as OTAs.

Hotels can leverage artificial intelligence by implementing an AI-Powered live chat to automate guest communication 24/7 across their IM platforms. In this way, hotels can provide instant support around the clock to assist customers while guiding them through the direct booking channel to complete their direct bookings.