Every guest hears from you at the right moment
From booking to checkout, every guest gets the right message at the right time, on WhatsApp or email, in their language and matched to what they booked.
Group Lumen is our demo group: six hotels, each in its own brand and language.
What it does, exactly
Guest journeys are the messages every booking receives on its own: a welcome after booking, practical details before arrival, offers when they're most likely to be taken up, and a thank-you after checkout. They're timed from PMS booking data and tailored per hotel, room type, package or event date.
- Channels
- WhatsApp on a branded number, and email
- Timing
- From PMS booking data: after booking, before arrival, during the stay, after checkout
- Works with
- Mews, Cloudbeds, Apaleo, protel, RoomRaccoon, Clock PMS+, Lighthouse and MyTourist
- Across a group
- One journey for the group, tailored per hotel
How it works
A booking lands in the PMS
The journey starts on its own.
Messages go out on time
A welcome, the pre-arrival details, during the stay and after checkout.
Guests reply
Whisper answers, or hands the conversation to the team.
What's inside
Matched to the booking
Per hotel, room type, package and date, from the PMS.
Every guest's language
Written once, sent in each guest's language.
Offers built in
Breakfast, parking or late check-out offered at the right moment.
WhatsApp first
On a branded WhatsApp number, with email for guests without it.
Before and after Whisper
- Between booking and arrival
Without AskWhisper: Most guests hear nothing
With AskWhisper: Every guest is welcomed and briefed
- Directions and parking
Without AskWhisper: Asked at the desk
With AskWhisper: Sent before they leave home
- After checkout
Without AskWhisper: Silence
With AskWhisper: A thank-you and a review request
At a real hotel
A welcome per package and per event date: Pampering, Restore, All-in, families and members' weekends.MIX Brussels4-star wellness hotel · BrusselsRead the case
3,000+ arriving bookings reached on WhatsApp this year, and 2,000+ guests wrote back.Hotel Harmony & Ghent UrbanistTwo boutique hotels · GhentRead the case
Questions hoteliers ask
See every questionSet the journey up once and it runs. Confirmation, pre-arrival, in-stay and post-stay messages go out on time to the guests they apply to, without anyone having to remember. What each guest gets depends on their room, their stay and what they booked.
Yes. One message reaches every guest currently in house, which is what you need for a closed pool, a lift out of service or an event on tonight. It goes out on the channel each guest already uses, in the language they booked in.
No. What goes out depends on the room, the stay and what they booked, so a family in a suite for a week doesn't get what a one-night business guest gets. You write the journey once and each guest receives the part that applies to them.
The language the guest booked in. You write each message once and it lands in the language they read, so you're not maintaining a separate journey for every market you sell to. Nobody on your team has to pick a template by nationality.