Guest messaging from booking to checkout.

Between booking and checkout, guests ask about check-in, request towels, and file the odd complaint. Osvi's guest messaging agent answers them on WhatsApp and sends each request to the staff member who handles it. When the booking qualifies, it offers an upgrade.

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Offers matched to the bookingIn-stay requests routed to staffPost-stay feedback and complaints

Guest journey · Room 204

Pre-arrivalDay 0 · 10:00
Early check-in offered for $25. Accepted.
In-stayDay 1 · 21:40
No hot water in 204. Sent to maintenance.
Post-stayDay 3 · 12:05
Feedback requested. 5 stars.

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Case study

Guest messages between booking and checkout

A booked guest sends a stream of small messages. What time is check-in? Can I leave my bag early? Is breakfast included? The towel rail is broken. Your desk can answer each one in a minute, but together they fill the shift, and guests remember a slow reply to a simple question when they write the review.

Some of these messages lead to revenue. A guest asking about early check-in may pay for it, and one planning a day trip may book the tour you sell. If you ask a happy guest at checkout, they may book their next stay direct. Front desks skip these offers when the queue is long.

Osvi's guest messaging agent works from booking to checkout. Before arrival, it confirms arrival time and offers upgrades, early check-in, meals, or experiences that are available for that booking. During the stay, it answers questions from your property information, sends housekeeping, maintenance, and amenity requests to the right team, and checks back until staff finish each one. After checkout, it asks for feedback and opens a ticket for your team on each complaint, with the booking attached.

Zostel runs its agents from the first enquiry to the complaint after checkout. More than a quarter of its guest messages arrive before 9am or after 9pm, when its desks have the fewest staff.

Before, during, and after the stay

The agent reads the guest's booking before it writes, so an offer matches the room and dates, and a request reaches staff with the room number.

Pre-arrival
In-stay
Post-stay

Guest messaging · how it works

Pre-arrivalConfirm arrival time and details, share directions and house rules, and offer upgrades or extras the guest is eligible for.01
In-stayAnswer questions from your property information, send housekeeping, maintenance, and amenity requests to staff, and check that they're done.02
Post-stayAsk for feedback, open a ticket for your team on each complaint, and invite happy guests to book their next stay direct.03

Upsells and request handling

The agent ties each offer to the guest's booking and your rules, and it stops offering when the guest says no.

Upgrades and early check-in
Meals, transfers, and experiences
Request routing
Complaints and feedback

Guest messaging · capabilities

Upgrades and early check-inON

Offer a higher room category, early check-in, or late checkout when inventory and the housekeeping schedule allow it.

Meals, transfers, and experiencesON

Offer the extras the property sells, from breakfast plans to local tours, and add them to the booking when the guest accepts.

Request routingON

Send each in-stay request to the right team with the room and booking attached, and tell the guest when it's done.

Complaints and feedbackON

Log each complaint as a ticket with the booking and issue, and tell the guest what your team did about it.

Zostel's guest messaging

Zostel, India's largest backpacker hostel brand, runs three Osvi agents across 111+ properties. Zobu answers guests on WhatsApp, a group booking agent prices group stays over chat and voice, and a voice agent picks up the property phone lines.

Read the Zostel case study

Zostel · results

First reply5 secAverage wait for the first reply to a new guest enquiry, at any hour

After-hours messages25%+Guest messages that arrive before 9am or after 9pm

Capacity10×Volume each ops team member handles

Frequently asked questions

What is AI guest messaging for hotels?

It's an AI agent that handles guest conversations around a stay on WhatsApp: pre-arrival details and offers, in-stay questions and requests, and post-stay feedback. It reads the guest's booking from your systems and passes requests that need a person to your team.

When should hotels send upsell offers?

At booking, in the days before arrival, and during the stay, while the guest is making plans. The agent times each offer to one of those points and skips blanket promotions.

How does the agent know an upgrade is available?

Before it offers an upgrade, the agent checks live availability and your upgrade rules in your PMS, so it won't sell a room another guest has booked.

Can guest messages go out on WhatsApp outside the 24-hour window?

Yes, with templates Meta has approved for your account. Inside the 24-hour window the agent replies in free form. Outside it, the agent sends arrival details and reminders with those templates.

What happens with complaints?

The agent opens a ticket for your team with the guest's number, booking, and issue attached. It tells the guest what happens next and follows up after your team acts.

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