Source: https://oguzerol.com/en/hotel-whatsapp-guest-communication/ [ View full size](https://oguzerol.com/gorseller/hizmet-kapaklari/otel-whatsapp-misafir-iletisimi-seri-v2-en.webp) # WhatsApp Guest Communication for Hotels [Oğuz Erol](https://oguzerol.com/en/about-me/) | 7 min read “We arrive after midnight. Can we still check in?” Once a guest has booked, they may ask about arrival, parking, directions or a transfer. A WhatsApp workflow explains **hotel-approved information**, collects requests connected to the stay and hands decisions to reception. Guests need not repeat their details to each staff member. This is an **illustrative hotel scenario**, not a live property’s booking or transport supplier. My own 0850 line has a fictional stay-information and transfer-request flow; this version has not been accepted on a guest phone. The separate [hotel rates and booking workflow](https://oguzerol.com/en/hotel-whatsapp-booking-automation/) covers the earlier stage of the journey. [Plan your guest workflow](https://oguzerol.com/en/contact/) · [Explore the WhatsApp API service](https://oguzerol.com/en/whatsapp-business-api-automation/) ## A conversation before arrival > Guest: We arrive late on Friday. Is there parking? Can we request a transfer? > > > > Assistant: I can share the hotel’s approved check-in and parking information. For a transfer request, please tell me your flight time and party size. Our team will confirm availability and price. > > > > Guest: Two people, landing at 11:40 pm. > > > > Assistant: I will connect this request to your booking and pass it to the team. The transfer is not confirmed yet; we will let you know when it is. **Answering a question**, **recording a request** and **confirming a service** are separate steps. Check-in and parking details can come from approved hotel content. Transfer capacity and price must come from a connected supplier or a member of staff. ## Step by step on a phone: the 0850 stay demo A fictional version of this scenario runs on my own 0850 business line. It continues the [rate and booking demo](https://oguzerol.com/en/hotel-whatsapp-booking-automation/): once the guest has a sample confirmation, they ask stay questions and leave a transfer request in the same chat. The messages below are that flow’s texts, translated from Turkish. **Try it from your phone.** Send **OTEL DEMO** to [+90 850 304 43 65](https://wa.me/908503044365?text=OTEL%20DEMO) on WhatsApp and go as far as the sample confirmation, then send **KONAKLAMA DEMO**. The live demo answers in Turkish, and the info menu only opens for a number that holds a sample confirmation. [Start the hotel demo on WhatsApp](https://wa.me/908503044365?text=OTEL%20DEMO) [After the confirmation: send KONAKLAMA DEMO](https://wa.me/908503044365?text=KONAKLAMA%20DEMO)  1. Booking-linked info menu 2. Check-in, check-out, breakfast 3. Unknown questions go to staff 4. Transfer request 5. Request number 6. Status check **1. The info menu opens for the booking.** The menu arrives with the reference of the confirmed record that belongs to this WhatsApp number. Another number cannot see that booking or its requests, and a booking whose confirmation was reversed does not open the menu. OE**Oğuz Erol · 0850**Business account · stay demo KONAKLAMA DEMO10:20 **STAY DEMO** · DEMO-7C41E2A9 Ask about sample details for this fictional booking. This is not a real hotel or transfer confirmation.10:20 ☰ Open options Check-in and check-out Breakfast Transfer request Talk to Oğuz **2. Approved hotel information is answered; missing information is not made up.** The guest can pick from the menu or type. When a question isn’t on the info card, there is no guessing; the guest is directed to staff. Check-in and check-out10:21 On this fictional hotel's sample info card, check-in is 14:00 and check-out 11:00. Staff confirm early check-in or late check-out availability. This is not real hotel information.10:21 what time does breakfast start?10:21 On this fictional hotel's sample info card, breakfast is served 07:00–10:00. It is included in the sample rate; this is not real hotel information.10:21 is the pool open?10:22 That information isn't on the sample hotel card, and I won't make up real information. Type OĞUZ to reach staff, or KONAKLAMA DEMO to open the info menu.10:22 **3. A transfer opens as a request, never confirmed on its own.** The guest writes where from, when and how many people in one sentence. The system opens a numbered request; vehicle, price and time are never shown as settled before staff review it. If the same message arrives twice, no second request is created. Transfer request10:23 For a sample transfer request, write where you're coming from, when, and how many people. Vehicle and price are not final until staff review it.10:23 Dalaman airport, landing 15 Nov at 13:30, there are 3 of us10:24 **SAMPLE TRANSFER REQUEST** · DEMO-S-E087D896C2 Your request will be passed to staff. Vehicle, price and time are not confirmed yet; no real transfer has been arranged.10:24 See statusInfo menuTalk to Oğuz **4. The guest checks the status themselves.** When staff pick up or complete the request, they update the status with a short note; the guest sees the latest status by sending **KAYDIM** (my record). A closed request cannot be changed again. **SAMPLE SERVICE RECORD** · DEMO-S-E087D896C2 Status: new This record is not a real service dispatch.10:24 New exampleTalk to Oğuz This flow is tested in the live code and in automated tests: another number cannot reach the record, questions not on the card are redirected, the transfer lands with staff as a request, and a repeated message does not open a second record. An end-to-end acceptance test on a guest’s phone and a real staff transfer acceptance have not been done yet. ## How is the request matched to the right booking? A WhatsApp number alone is not always enough: family members may share one number, and guests may change numbers. The workflow uses a booking reference and only the extra details needed to find the right stay. If a match fails, it does not disclose a room number or private booking details; reception verifies the guest. For a real hotel, I review what read access its property-management or booking software provides. Without a connection, WhatsApp can record a request for reception, but it cannot claim that a booking has been verified. During the stay, housekeeping and maintenance requests also need their own job record and responsible team. ## What does reception see and confirm? Staff see the conversation, an authorised booking summary and the open request in a shared inbox. They answer from the same WhatsApp number when a price, availability or exception needs approval. Automatic replies pause during handover. “Received”, “passed to the team” and “completed” remain distinct states; forwarding a request does not mean the job is done. Proactive pre-arrival messages require a check of the guest’s communication preferences, the relevant WhatsApp template and the [current platform policy](https://whatsappbusiness.com/policy/). A booking request does not create marketing consent. ## Acceptance checks for a hotel | Scenario | Expected behavior | | --- | --- | | The booking cannot be matched | No private stay details are disclosed; staff verification is requested. | | The transfer supplier is unavailable | No vehicle or price is invented or confirmed. | | The guest changes arrival time | The current request is updated and staff can see the change. | | Reception takes over | Earlier details stay visible and automated replies pause. | An initial scope can focus on arrival hours, directions and reception handover. Transfers and in-stay jobs follow once the hotel’s systems and team responsibilities are clear. ## Frequently Asked Questions ### Does this workflow create bookings too? This page covers communication **after** a booking. See the [hotel booking scenario](https://oguzerol.com/en/hotel-whatsapp-booking-automation/) for rates, availability and new booking requests. ### Can we start without a property-management connection? Yes, with general hotel information and request handover. Private booking details and confirmed services require verification from the appropriate source. ### Is a transfer request automatically confirmed? Only if a live capacity and price source confirms it. Otherwise WhatsApp collects the request and staff provide the final answer. [Choose the guest questions your team answers most often](https://oguzerol.com/en/contact/). [Back to top ↑](https://oguzerol.com/en/hotel-whatsapp-guest-communication/#icerik) WHAT YOU CAN ASK FOR ## How do I work? Work-hour packages Tell me about your business and what you need on WhatsApp or by phone; we agree on **a work block of somewhere between 5 and 40 hours** and I start doing what is needed. What you get is not a calendar window — it is net working hours spent directly on your business. I can use 40 hours working three days straight, or deliberately spread it out and finish it over a year — whatever the work calls for. I do not spend my time estimating how long something will take, I spend it doing the work; every hour I spend leaves a lasting result in your business. We keep going for as long as you find it useful. WORK BLOCKS ## Why not monthly? Is 40 hours a week? On a fixed monthly fee both sides are watching the wrong thing: you watch a fixed cost, the other side watches how many more contracts like this they can line up. Working by the hour puts us both in front of the same thing — the real value of the work that got done. I know not having an upfront answer to "how much will this cost in total?" is the natural cost of this model. But instead of paying a fixed fee for months to a setup that is not producing results, you only pay for the qualified time spent on your work — and you see exactly where that time went, start to finish. That is why my clients keep coming back. - **5 hours** — **300 € + VAT** (60€ per hour) · [Choose this block](https://wa.me/905496546489?text=Hi%2C%20I%27d%20like%20info%20about%20the%205-hour%20work%20block.) - **10 hours** — **500 € + VAT** (50€ per hour) · [Choose this block](https://wa.me/905496546489?text=Hi%2C%20I%27d%20like%20info%20about%20the%2010-hour%20work%20block.) - **20 hours** — **800 € + VAT** (40€ per hour) · [Choose this block](https://wa.me/905496546489?text=Hi%2C%20I%27d%20like%20info%20about%20the%2020-hour%20work%20block.) - **40 hours** — **1,400 € + VAT** (35€ per hour) · [Choose this block](https://wa.me/905496546489?text=Hi%2C%20I%27d%20like%20info%20about%20the%2040-hour%20work%20block.)