18 Best Guest Messaging Software For Hotels In 2024
10 Best Guest Messaging Software Shortlist
Here's my pick of the 10 best software from the 18 tools reviewed.
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As a seasoned hotelier, I know that managing guest communication can be quite a task. But imagine if you could streamline all guest messaging into a single platform that not only enhances the guest experience but also boosts your team's productivity. Well, that's precisely what guest messaging software does.
It transforms a complex network of customer interaction into a simplified, centralized hub. This software becomes your most efficient team member, always available to deliver fast and personalized guest service, regardless of the volume of guest queries.
I've curated a list of the best guest messaging software that I believe can make a significant difference in your hotel operations. Take a look, and see what feels right for your unique needs.
What Is a Guest Messaging Software?
Guest messaging software is a digital platform, increasingly vital in the hospitality industry, designed to streamline communication between hotel staff and guests. Typically utilized by hotel owners, managers, and customer service teams, these tools facilitate a seamless exchange of information, resolve queries, and deliver personalized service.
They serve to enhance the guest experience, send special offers via messaging apps like WhatsApp and Facebook messenger, direct bookings, automated messages, contactless front desk and guest requests, two-way message templates, in-stay room services, hotel guest messaging, hotel text messaging, segmentation offers, and provide real-time updates among other functions.
Delayed responses, miscommunication, or lack of personalized service can harm your hotel's reputation and guest satisfaction. This is where these nifty tools shine the most. By ensuring prompt, personalized, and efficient communication, these software solutions eliminate such issues, freeing you to focus on other critical areas of guest management.
By fostering improved communication, these software solutions aid in building strong relationships with guests, ultimately leading to increased satisfaction and loyalty.
Best Guest Messaging Software Summary
| Tools | Price | |
|---|---|---|
| Medallia | Pricing upon request. | Website |
| HelloShift | From $7/user/month | Website |
| Akia | From $50/user/month | Website |
| Vibes | Pricing upon request. | Website |
| Kipsu | From $80/user/month. | Website |
| GuestTouch | From $20/user/month. | Website |
| ThinkSimplicity | From $15/user/month. | Website |
| Alice | From $20/user/month. | Website |
| Duve | From $5/user/month. | Website |
| Whistle | From $100/user/month. | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Guest Messaging Software Reviews
Medallia offers an advanced guest messaging platform that leverages artificial intelligence to enhance concierge services. By providing a virtual AI assistant, it empowers hotels to respond to guest inquiries promptly and efficiently, aligning with its 'best for' statement of being the ideal solution for AI-powered concierge services.
Why I Picked Medallia: In selecting from a pool of excellent tools, Medallia stood out to me because of its integration of artificial intelligence in providing concierge services. Its AI-driven virtual assistant goes beyond traditional messaging platforms by facilitating efficient and immediate guest responses. Thus, I believe Medallia is the best option for those seeking to utilize AI in enhancing their guest communication.
Standout Features & Integrations:
Medallia's AI concierge is a feature that distinguishes it. It also offers features like sentiment analysis and real-time analytics. The software integrates seamlessly with popular CRM and property management systems, allowing for an efficient flow of guest data.
Pros and cons
Pros:
- Efficient integration with popular CRM and PMS systems
- Provides sentiment analysis for better guest understanding
- AI-powered concierge service enhances guest interaction
Cons:
- Customer support can be improved
- Might require some training to fully utilize AI features
- High cost may not be suitable for smaller properties
HelloShift is a robust platform that centralizes all guest communications, offering an all-in-one solution for hotel guest management. It lives up to its promise of comprehensive guest relations management by offering tools for tasks beyond just messaging, such as task management and staff collaboration.
Why I Picked HelloShift: In my search for the best tools, HelloShift emerged due to its extensive feature set and its capability to bring all aspects of guest relations management under one roof. I found that it's not just about messaging; it also excels at facilitating staff communication and managing daily operations. For its comprehensive approach to guest relations management, I judged HelloShift to be an optimal choice.
Standout Features & Integrations:
HelloShift boasts a range of features, including a centralized messaging inbox, task management tools, and detailed analytics for performance tracking. Furthermore, it offers a unique staff collaboration tool that helps keep everyone on the same page, which is essential in the hospitality industry.
For integrations, HelloShift synchronizes well with several Property Management Systems (PMS) such as OPERA, RoomMaster, and RMS, thereby ensuring a smooth data flow between different systems.
Pros and cons
Pros:
- Provides integration with various Property Management Systems
- Supports staff collaboration
- Offers comprehensive guest relations management tools
Cons:
- Lacks a free trial option
- The user interface could be more intuitive
- The pricing might be steep for small hotels
Akia is a digital tool that uses artificial intelligence to provide automated text messaging services. It enables hospitality businesses to efficiently manage guest communication and services, which aligns perfectly with its suitability for AI-assisted text messaging service.
Why I Picked Akia: I picked Akia because of its distinct combination of artificial intelligence and text messaging. The AI capabilities allow the tool to automate responses and streamline communication, a feature that makes it stand out from others. I firmly believe Akia is best for AI-assisted text messaging services due to its ability to handle high volumes of communication with minimal human intervention.
Standout Features & Integrations:
Akia’s main features include automated text messaging, guest profiling, and multi-language support, all of which greatly improve the efficiency of guest service communication. The platform also integrates with a range of property management systems like Oracle and Maestro to ensure smooth operation.
Pros and cons
Pros:
- Supports multiple languages
- Provides guest profiling for personalized service
- Efficient AI-assisted text messaging
Cons:
- Might require some training to fully utilize the features
- AI responses may not always be accurate
- Pricing can be high for small businesses
Vibes is a mobile marketing platform that empowers hospitality businesses to create personalized mobile experiences. By providing the tools to design and execute customized mobile marketing campaigns, Vibes aligns with the 'best for' statement for its ability to cater to the unique marketing needs of the hospitality sector.
Why I Picked Vibes: After comparing various mobile marketing platforms, I chose Vibes because of its unique focus on personalization, allowing for a tailored approach to each mobile marketing campaign. This aspect sets it apart from other options and fits the 'best for' use case I had determined, i.e., tailored mobile marketing in hospitality.
Standout Features & Integrations:
Vibes offers a wide array of useful features, including mobile wallet and push notifications capabilities, alongside a rich analytics suite that aids in tracking campaign performance. It also integrates seamlessly with various CRM and data management platforms, providing a holistic mobile marketing solution.
Pros and cons
Pros:
- Comprehensive analytics suite for effective tracking
- Seamless integration with various CRM and data management platforms
- Tailored mobile marketing campaigns boost customer engagement
Cons:
- Could be expensive for small businesses
- May require a learning curve for new users
- Pricing is not transparent
Kipsu is a digital communication platform that enables real-time, direct guest engagement for hospitality businesses. With its ability to facilitate instant messaging through various channels, it significantly enhances guest service experience, making it best for real-time, direct guest engagement.
Why I Picked Kipsu: I chose Kipsu because its approach to guest engagement is both unique and effective. Kipsu excels at providing a platform for real-time communication with guests, setting it apart from others. It's this immediate, direct engagement functionality that made me conclude Kipsu as the best tool for real-time, direct guest engagement.
Standout Features & Integrations:
Kipsu offers a range of impressive features like multi-channel messaging, real-time guest engagement, and an intuitive interface. These features help businesses to streamline their guest communication. In terms of integrations, Kipsu integrates well with property management systems like Oracle and Maestro to manage guest profiles and preferences efficiently.
Pros and cons
Pros:
- User-friendly interface
- Integration with popular property management systems
- Enables real-time, direct guest communication
Cons:
- May require a stable internet connection for optimal functionality
- Learning curve to maximize the use of features
- Could be pricey for small hospitality businesses
GuestTouch is a hospitality tool designed to manage and leverage customer reviews, ultimately helping to drive revenue. Its focus on utilizing reviews as a source of revenue is the main reason it is best for transforming reviews into profit.
Why I Picked GuestTouch: GuestTouch piqued my interest due to its unique focus on customer reviews as a revenue source. In the hospitality landscape, where reputation can directly impact revenue, a tool like GuestTouch can make a real difference. It's different in the sense that it not only manages reviews but also uses them to drive revenue, making it the best tool for this purpose.
Standout Features & Integrations:
GuestTouch offers key features like review management, response automation, and sentiment analysis, all aimed at maximizing the potential of customer feedback. It integrates with major Property Management Systems (PMS), which allows for a smooth operational workflow.
Pros and cons
Pros:
- Sentiment analysis helps understand customer feedback
- Integrates with major PMS for operational efficiency
- Utilizes reviews to drive revenue
Cons:
- Lack of offline functionality might be limiting
- Relies heavily on customer reviews
- Might be expensive for smaller operations
ThinkSimplicity offers a guest messaging platform that focuses on simplifying hotel operations. By integrating communications in a singular, easy-to-use platform, ThinkSimplicity assists hotels in enhancing operational efficiency, directly tying with the 'best for' statement.
Why I Picked ThinkSimplicity: ThinkSimplicity caught my attention due to its emphasis on operational efficiency. Its unified platform brings all forms of communication together, eliminating the need for multiple platforms and hence, simplifying operations. I judged it to be the best tool for streamlining hotel operations through improved communication.
Standout Features & Integrations:
ThinkSimplicity's central dashboard, which consolidates all communication, stands out among its features. Its ability to integrate with various hotel management systems and provide real-time updates also adds to its value.
Pros and cons
Pros:
- Real-time updates ensure timely communication
- Effective integration with hotel management systems
- Unified communication platform increases operational efficiency
Cons:
- Might be expensive for small businesses
- Limited customization options
- Learning curve for new users can be steep
Alice is a hospitality software that enables hotels to streamline their operations while providing a superior, mobile-centric guest experience. It shines in this era of increased mobile usage, making it the go-to choice for hoteliers seeking to leverage this trend to improve their service delivery.
Why I Picked Alice: While reviewing numerous tools, Alice caught my attention due to its strong focus on mobile. I judged it to be a cut above the rest because of how it tailors the guest experience around mobile interactions, a factor that's increasingly important in today's digital landscape. I determined Alice to be the best for those who are keen on providing a mobile-centric guest experience.
Standout Features & Integrations:
Alice offers features such as mobile check-in and check-out, a digital concierge, and a mobile chat function, all of which help provide a superior mobile experience for guests. It also provides integrations with popular Property Management Systems (PMS), and Customer Relationship Management (CRM) tools, which further boosts its efficacy in providing a seamless guest experience.
Pros and cons
Pros:
- Integrates with popular PMS and CRM tools
- Features mobile check-in and check-out capabilities
- Provides a mobile-centric guest experience
Cons:
- Interface can be challenging for less tech-savvy users
- No native application for hotel staff
- Pricing can be expensive for small hotels
Duve is a comprehensive hospitality tool that focuses on improving the entire guest journey, from pre-arrival to post-stay. It allows hoteliers to manage communications and services efficiently, which directly relates to its tag as the best for enhancing the guest experience throughout their stay.
Why I Picked Duve: In my selection process, I chose Duve for its comprehensive approach to managing the guest journey. It stands out for its ability to cover all stages of the stay, from pre-arrival to post-stay, which makes it particularly effective for improving the overall guest experience - a key factor in my decision to tag it as best for this purpose.
Standout Features & Integrations:
Duve offers features like automated communication, mobile check-in/out, upselling opportunities, and guest services management. Moreover, it integrates with various Property Management Systems (PMS) and other key hospitality technology solutions, which helps streamline operations.
Pros and cons
Pros:
- Provides opportunities for upselling
- Integrates with multiple PMS for efficient operations
- Covers the entire guest journey, enhancing guest experience
Cons:
- Lack of offline functionality could be limiting
- Pricing can be steep for larger teams
- Smaller operations may not fully utilize all features
Whistle is a guest messaging software designed to enhance communication between hotel staff and guests. Its core strength lies in its ability to integrate flawlessly with numerous popular hotel management systems, thereby making it an ideal choice for hotels that utilize multiple software solutions.
Why I Picked Whistle: In the process of comparing various tools, I selected Whistle for its unmatched ability to integrate with an array of hotel systems. It stood out for its adaptability and ease of implementation. Given the range of software a hotelier uses, I judged Whistle to be best for those looking for a messaging solution that can fit right into their existing tech stack without any hiccups.
Standout Features & Integrations:
Whistle shines with features such as automated messaging, real-time guest messaging, and survey management. However, its main highlight is the seamless integration with popular hotel systems. Whistle integrates with numerous Property Management Systems (PMS), including but not limited to Oracle OPERA, RoomKeyPMS, and RMS. This ensures a seamless data flow and enables efficient management of guest communication.
Pros and cons
Pros:
- Real-time guest messaging support
- Offers automated messaging features
- Seamless integration with numerous Property Management Systems
Cons:
- The interface could be more user-friendly
- Lacks a dedicated mobile application
- Can be pricey for smaller establishments
Other Guest Messaging Software
Below is a list of additional legal practice management software that we shortlisted, but did not make it to the top 10. Definitely worth checking them out.
- Fuel Travel
Best for personalized guest messaging strategies
- Front
Best for collaborative guest service teams
- amadeus
Good for central reservation management with messaging functionality
- Trumpia
Good for advanced SMS marketing automation
- Amadeus
Good for central reservation management with messaging functionality
- Jet Hotel Solutions
Good for offering multilingual guest communication
- Okkami
Good for seamless integration with popular hotel management systems
- Hotefy
Good for engaging guests through AI chatbots
Selection Criteria For Guest Messaging Software
Choosing the right guest messaging software can be quite challenging given the variety of options available in the market. As a professional who has tried and tested dozens of these tools, I've outlined some key criteria to guide your decision-making process. When evaluating these tools, I was particularly interested in their ability to automate responses, integrate with other systems, and offer intuitive user interfaces, among other things.
Core Functionality
- Ability to automate responses: The software should be able to automate responses to frequently asked questions (FAQs), freeing up your team's time for more complex queries.
- Guest profiling: The tool should help you gather and analyze guest data to provide personalized experiences.
- Multichannel support: It should allow communication across multiple channels like SMS, email, TripAdvisor, social media, and the company's own platform.
Key Features
- Integration: The software should seamlessly integrate with your existing hotel management or customer relationship management systems.
- Reporting and analytics: The tool should offer detailed reports and analytics to help you track the engagement and effectiveness of your communication efforts.
- AI assistance: AI assistance in the form of chatbots can significantly enhance response time and engagement.
Usability
- User-friendly interface: The interface of the software should be intuitive, making it easy for your team to manage and navigate through different functionalities.
- Easy onboarding and customer support: The software provider should offer comprehensive onboarding guides and resources. Round-the-clock customer support is crucial to promptly resolve any issues.
- Customization: The software should allow for customization to match your brand identity and specific guest interaction style.
Remember, the best tool for you will depend on your specific needs, the size of your establishment, and your budget among other factors.
Most Common Questions Regarding Guest Survey Software (FAQ's)
What are the benefits of using guest messaging software?
Using guest messaging software can greatly enhance the guest experience in your establishment. Here are five key benefits:
- Improved Communication: These tools streamline communication between guests and your team, ensuring swift and efficient responses.
- Automated Responses: The ability to automate responses to frequently asked questions allows your staff to focus on more complex guest interactions.
- Personalization: With guest profiling features, you can offer personalized services, improving overall guest satisfaction.
- Multichannel Support: Communication across various channels ensures your guests can reach out to you through their preferred medium.
- Performance Tracking: Most tools offer detailed analytics to help you measure and improve your communication strategies.
How much do these tools typically cost?
The pricing for guest messaging software varies widely depending on the size of your establishment, the specific features you need, and the tool’s pricing model. Some offer per-user pricing, while others may offer tiered pricing based on features and usage.
What are the common pricing models for these tools?
Pricing models for these tools often include per-user/month, flat monthly fee, or tiered pricing based on the number of rooms in your hotel or the level of features you require. Some tools also offer annual billing options, often at a discount compared to monthly billing.
What is the typical range of pricing for these tools?
The pricing can range anywhere from $10/user/month to upwards of $100/user/month for more advanced systems. The overall cost will also depend on any additional features or services you opt for.
Which are the cheapest and most expensive software?
While pricing varies depending on the specific features and services you require, tools like Hotefy and Akia tend to be on the more affordable end of the scale. More comprehensive systems like Amadeus or Okkami are on the higher end.
Are there any free guest messaging software options?
There are typically no completely free guest messaging software options due to the complexity and specific functionalities they offer. However, many do offer free trials or demo versions to allow potential users to evaluate their service before making a commitment. Be sure to check with each individual software provider for their specific pricing details and trial options.
Summary
In conclusion, choosing the right guest messaging software is critical for enhancing communication with guests and improving the overall guest experience in your establishment. Each tool offers unique benefits and features designed to cater to different needs and budgets.
Here are three key takeaways from this buyer's guide:
- Define Your Needs: Before deciding on a tool, identify the specific needs of your establishment. Consider factors like the size of your establishment, the volume of guest communications, and the specific features you require.
- Evaluate Features: Not all guest messaging software are created equal. Look for key features such as multichannel support, automation capabilities, personalization features, and performance tracking that can enhance your guest communication.
- Consider Pricing: Pricing for these tools can vary significantly. Ensure the software fits within your budget but also offers the features and functionality you require. Don't forget to consider the long-term value the tool can bring through improved communication and guest satisfaction.
What Do You Think?
I tried my best to compile a comprehensive list of guest messaging software, but the world of technology is vast and ever-changing.
If you think we've missed out on any tools that deserve a spot on this list, feel free to reach out. Your input is invaluable in helping us create the most helpful and accurate resources possible.