WhatsApp for hotels and homestays

WhatsApp Business API for hotels and homestays

Confirm bookings with directions, collect arrival times and IDs before check-in, take room service requests and send the invoice at checkout.

Start free trial Talk to sales

Business and city hotelsResorts and boutique propertiesHomestays and villasHotel groups with central reservations

WhatsApp chat from a hill homestay asking a guest for arrival time and ID before check-in, with the guest replying with her arrival details

How do hotels use WhatsApp Business API?

Hotels, resorts and homestays use WhatsApp Business API to confirm direct bookings with the address pin, ask guests for arrival time and ID copies before check-in, answer in-stay requests such as towels, room service or late checkout from a shared front desk inbox, send the GST invoice at checkout, request reviews, and invite past guests back with direct booking offers.

Updated 15 Nov 2026

Key facts: WhatsApp for hotels and homestays

Channel: WhatsApp Business API
Best for: Booking confirmation with directions; Pre-arrival details; In-stay requests
Message types: Utility template, Chatbot, Service reply, Marketing template
Who it suits: Business and city hotels, Resorts and boutique properties, Homestays and villas, Hotel groups with central reservations
Rules: Meta-approved templates and customer opt-in; free-form replies only within 24 hours of the customer's last message
Pricing model: Meta's per-message rate by template category, plus a MsgClub platform fee. WhatsApp API pricing explained
Integration: REST API and webhooks (message.delivered, message.read, message.received) into your own software. WhatsApp API

What problems does WhatsApp solve for hotels and homestays?

Guests cannot find the propertyHomestays down a hill road get ten calls an evening from guests whose cab driver is lost.

Slow check-in at the deskA coach group arrives together and the front desk photocopies twenty IDs while guests wait in the lobby.

Requests lost between shiftsA guest asks for an extra bed on the room phone, the night shift never hears of it, and the review mentions it.

Which WhatsApp messages should hotels and homestays send?

Utility template

Booking confirmation with directionsDates, room type, amount paid and a map location, with buttons for directions and a call to the property.→ Fewer lost guests

Utility template

Pre-arrival detailsTwo days before arrival, guests share their arrival time and ID photos, so check-in is a key handover.→ Faster check-in

Chatbot

In-stay requestsA menu for housekeeping, room service, Wi-Fi password and late checkout routes each request to the right team.→ Requests tracked to closure

Service reply

Room service menuThe kitchen sends the menu as a catalogue or PDF and takes orders in chat, charged to the room.→ More in-room orders

Utility template

Checkout invoice and review requestThe GST invoice PDF at checkout, followed the next day by a short feedback request.→ Invoices without waiting

Marketing template

Direct booking offersLong weekend and off-season offers to past guests who opted in, with a link to book on your own site.→ Fewer OTA commissions

Ready-to-use WhatsApp templates for hotels and homestays

Copy, edit and use these as a starting point.

Booking confirmedUtility

Hi {{1}}, your stay at {{2}} is confirmed: {{3}}, check-in {{4}} from 12 pm, check-out {{5}} by 11 am. Booking ID {{6}}.
[Get directions] [Call property]

Pre-arrivalUtility

Hi {{1}}, we look forward to welcoming you on {{2}}. To speed up check-in, please reply with your expected arrival time and a photo ID for each adult guest.
[Share arrival time] [Get directions]

Long weekend offerMarketing

Hi {{1}}, planning a break this {{2}}? Book directly with {{3}} and get {{4}} on stays between {{5}}.
[Book direct] [See rooms]

Submit each template to Meta for approval in your MsgClub panel. {{1}}, {{2}} are variables.

How does WhatsApp work for hotels and homestays?

A booking arrivesFrom your booking engine, channel manager or a walk-in, the reservation reaches your property management system.
MsgClub sends confirmation and pre-arrivalTemplates go out on booking and two days before the stay.
Guests chat during the stayRequests reach housekeeping, kitchen or the front desk in the team inbox.
Checkout closes the loopThe invoice and feedback request go out, and replies reach your PMS by webhook.

Connect your softwareProperty management systems and booking engines can send reservations and checkouts to the MsgClub API, and guest requests can be posted to your housekeeping or ticketing tool by webhook. WhatsApp API · API and webhooks · Pricing

ComplianceGuests booked through travel portals may not have opted in to your messages, so get consent at check-in before sending offers. Store guest IDs as your local police registration rules require and delete copies from chat devices once recorded.

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

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

IVR for hotels and homestaysHow do hotels use IVR?See IVR

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 WhatsApp Business API for hotels and homestays

Can hotels collect guest IDs on WhatsApp before arrival?

Yes. Guests can send photos of their ID in reply to the pre-arrival message, and the front desk records them in your system. Ask guests to mask the Aadhaar number where full details are not required, and move images to secure storage rather than leaving them on desk phones.

Can we message guests who booked through an online travel agency?

You can send service messages about their stay if you have their real number and they expect to hear from you, but some portals pass a masked contact. Ask for WhatsApp consent at check-in before sending them any direct booking offers.

Can guests order room service on WhatsApp?

Yes. Share the menu as a catalogue or PDF, take the order in chat and let the kitchen confirm the time. The order can be posted to your POS by webhook and charged to the room.

Is a review request utility or marketing?

A feedback request about a stay that just ended is usually accepted as utility, provided it carries no offer. Adding 'book again and get 15% off' makes it marketing. Keep the feedback message short and send rebooking offers separately.

Can a hotel group use one WhatsApp number for many properties?

Yes. A menu asks which property the guest is staying at and routes the chat to that property's team in the inbox. Larger groups often prefer one number per property so the display name matches the hotel the guest booked.

How do hotels handle WhatsApp messages at night?

Set the chatbot to handle Wi-Fi, checkout time and directions at any hour, and assign urgent requests to the night manager's login on the MsgClub mobile app. Guests get an answer even when the front desk is short-staffed.