WhitepaperTravel & hospitality

The Guest Messaging Playbook for Hotels and Travel Companies

A free guide to WhatsApp for hotels and travel companies in India: confirm bookings, prepare guests for arrival, handle requests during the stay and win the next trip.

14 pages · PDF12-minute readPublished November 2026
Cover of The Guest Messaging Playbook for Hotels and Travel Companies

Inside: the five-stage guest journey on WhatsApp, the first three automations to switch on, sample templates, a scorecard and a week-by-week 30-day launch plan.

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What’s inside

What you’ll learn.

01The guest journey on WhatsApp

Five stages (booking, before arrival, during the stay, after the stay, next trip), with what SAMWAD does and the one number to watch at each stage.

02The first three automations

Booking confirmation, the pre-arrival message and the feedback request, set out as trigger, message and next step, with sample templates.

03A scorecard and a 30-day plan

The numbers to track, common mistakes, a consent checklist and a week-by-week plan to launch.

Who it’s for

Hotel owners and general managersFront office and guest relations teamsTour operators and travel agenciesReservations and sales teams

A look inside

The guest journey on WhatsApp.

Most hotels use WhatsApp for one step, usually the booking confirmation. Run all five stages in one chat and front desk, housekeeping and reservations see the same guest history.

01Booking

Confirmation right after booking; the itinerary or voucher as a PDF; YARA answers booking questions.

WATCH: Booking questions answered without a call
02Before arrival

Check-in reminders with timings; directions and web check-in links; add-ons such as airport pickup booked in the chat.

WATCH: Add-ons booked per 100 bookings
03During the stay

Guests ask on WhatsApp instead of calling; requests go to front desk, housekeeping or the travel desk; staff reply from the shared inbox or mobile app.

WATCH: Time to close a request
04After the stay

A feedback request after checkout; unhappy guests go to the team; happy guests get your review link.

WATCH: Feedback response rate
05Next trip

Offers for opted-in past guests; seasonal and festive packages; you choose who gets each offer.

WATCH: Repeat bookings

Design ruleFix it before they leave. A complaint that reaches your team during the stay can still be put right.

Keep reading

More on WhatsApp for travel.

Guides and stories on guest messaging, bookings and feedback.

IndustryWhatsApp for travel & hospitalitySee how it works →

Put the playbook to work

Send your next booking confirmation on WhatsApp.

Start a free trial, or book a demo and we’ll set up your first automation from the playbook with you.

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For enterprises

Run WhatsApp at scale, on your terms.

Multiple numbers, on-prem or VPC AI, custom integrations and a priority SLA.

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