IVR for Hotels and Homestays

IVR for hotels and homestays

Room bookings, wedding enquiries, OTA booking confirmations and directions all call the same number. Send revenue calls to sales and the rest to the front desk.

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Business and city hotelsResorts and wedding venuesHomestays and boutique staysHotel chains with central reservationsBanquet halls

Hotel IVR menu with room booking, weddings and banquets, existing bookings and restaurant options, with room booking selected

How do hotels use IVR?

Hotels use an IVR on their reservation number to route direct room bookings to the reservations team, banquet and wedding enquiries to the events sales manager, existing booking and OTA confirmation calls to the front desk, and restaurant table bookings to the outlet. Booking calls are recorded, and each call is logged in the property management system or CRM.

Updated 15 Nov 2026

Key facts: IVR for hotels and homestays

Channel: IVR
Best for: Reservations first; Banquet and wedding line; Existing bookings to front desk
IVR features: Inbound menu, Call routing, Call recording, Webhook to CRM, Missed-call alert
Who it suits: Business and city hotels, Resorts and wedding venues, Homestays and boutique stays, Hotel chains with central reservations, Banquet halls
Numbers: Toll-free (1800), virtual numbers, or IVR on your existing number where supported. Toll-free numbers
Pricing model: Monthly number rental plus usage for call minutes. How pricing works
Integration: REST API and webhooks (ivr.input, call.completed, call.missed) into your own software. IVR API

What problems does an IVR solve for hotels and homestays?

Direct bookings answered by a busy deskA caller who wants to book three rooms directly reaches a front desk busy with a check-in queue, and books through an OTA instead, costing you commission.

Wedding enquiries go coldA ₹15 lakh wedding enquiry calls at 9 pm, the banquet manager has left, and the family visits another venue the next morning.

Same OTA confirmation call, againGuests booked online call to confirm the booking, ask for directions and early check-in, all on the reservations line.

What can an IVR handle for hotels and homestays?

Inbound menu

Reservations firstPress 1 for a new room booking rings the reservations team, with the duty manager as backup, before any other option.→ More direct bookings

Call routing

Banquet and wedding lineEvent enquiries reach the banquet sales manager's mobile; after hours they leave the date and guest count as voicemail for a morning call.→ Event leads followed up

Call routing

Existing bookings to front deskGuests with a booking, including OTA bookings, reach the front desk for early check-in, airport pickup and directions.→ Reservations line kept free

Call recording

Reservation calls recordedReservation calls are recorded, so rates, inclusions and cancellation terms quoted on the phone can be checked if a guest disputes the bill.→ Fewer billing disputes

Webhook to CRM

Booking calls logged in the PMScall.completed with the caller and outcome links the call to the guest profile or creates an enquiry for revenue follow-up.→ Direct demand measured

Missed-call alert

Missed booking callsIf reservations miss a call, the caller gets a WhatsApp with the direct booking link and the team sees a callback task.→ Fewer bookings lost to OTAs

IVR prompt scripts for hotels and homestays

Copy, edit and use these as a starting point.

Hotel reservations greetingInbound menu

Welcome to The Aravali Retreat, Udaipur. To book a room, press 1. For weddings, banquets and corporate events, press 2. If you already have a booking with us or through a travel website, press 3. For our restaurant, press 4.

Events after-hoursAfter-hours

Thank you for your interest in hosting your event at The Aravali Retreat. Our events team is available from 10 am to 7 pm. Please leave your name, event date and approximate number of guests after the beep, and our banquet manager will call you tomorrow morning.

Homestay simple menuInbound menu

Namaste, welcome to Pine Hill Homestay, Kasol. For bookings and availability, press 1. For directions, road conditions and taxi help, press 2. If you are staying with us now, press 3 to reach the caretaker.

Record these prompts in your own voice or use text-to-speech in the MsgClub panel.

How does an IVR work for hotels and homestays?

Reservation number everywhereA virtual or toll-free number on your website, Google listing and confirmation emails, separate from the room phone system.
Revenue options firstRooms and events come first in the menu, then existing bookings and outlets.
Time-based routingReservations and front desk run 24x7; events sales goes to voicemail after hours with a morning callback.
Logged with the guestYour PMS or CRM receives each call by webhook, and missed booking calls get the direct booking link.

Connect your softwareProperty management systems, channel managers or a hotel CRM that accepts webhooks can receive call.completed and call.missed events with the caller number, so revenue managers can compare direct phone bookings with OTA bookings. IVR API · API and webhooks · Pricing

CompliancePlay a recording notice on reservation lines and keep recordings only until the stay is settled and any dispute window closes. Guest identity details shared on calls are personal data under the DPDP Act 2023, so limit access.

Which other channels suit hotels and homestays?

Use them together from one account, with shared contacts, reports and webhooks.

SMS for hotels and homestaysHow do hotels use SMS for guests?See SMS

WhatsApp for hotels and homestaysHow do hotels use WhatsApp Business API?See WhatsApp

RCS for hotels and homestaysHow do hotels use RCS messaging?See RCS

Voice broadcast for hotels and homestaysIs voice broadcast useful for hotels?See Voice broadcast

Missed call for hotels and homestaysIs a missed call number useful for a hotel?See Missed call

AI calling for hotels and homestaysTwo-way AI agents that talk to callers in Hindi, English and other Indian languages, unlike a recorded message.See AI Voice

Compare every channel for hotels and homestays

Questions about IVR for hotels and homestays

Is a cloud IVR the same as a hotel PBX?

No. A hotel PBX connects room phones and internal extensions. A cloud IVR handles calls from the outside world on your reservation number, routes them to staff mobiles or the front desk, records them and logs them in your systems. Many hotels use both.

Can an IVR increase direct bookings?

It helps by making sure direct booking calls are answered by reservations rather than a busy front desk, and by sending missed callers a direct booking link. Reports show how many booking calls you get and miss each day, so you can staff reservations accordingly.

How should hotels handle wedding enquiries after hours?

Route the events option to voicemail asking for the date and guest count, or to the banquet manager's mobile until a set time. The missed-call alert and webhook make sure the enquiry is called back first thing the next morning.

Can a small homestay use an IVR?

Yes. A homestay can use a virtual number that rings the owner and the caretaker, with a short menu for bookings, directions and current guests. It looks professional, keeps the owner's number private and logs every booking enquiry.

Can guests from abroad use the IVR in English?

Yes. Prompts can be in English, Hindi or a regional language, with a language choice at the start if your guests need it. International guests can call a virtual number; toll-free 1800 numbers work only from within India.

Can hotels call guests before arrival?

An IVR handles incoming calls. For pre-arrival calls confirming check-in time, pickup and special requests, send WhatsApp messages or use MsgClub AI Voice to have a short conversation and update the booking.