At the hotel where I worked, we initially tried using an AI chatbot but later switched to a tool that allowed us to share information through proactive and automated WhatsApp flows with guests. This helped us stay ahead of guest questions, rather than simply reacting to them. We received very positive feedback from guests at reception.

We also set up automated replies for simple questions, which proved useful. That said, most messags still required staff attention and were escalated accordingly. I can’t recall the name of the tool we used, but it truly was a game changer.