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WhatsApp for hotels: pre-arrival, upsell and reviews

Convert bookings, send pre-arrival info, upsell room upgrades and spa packages, and request reviews on WhatsApp — the channel where guests actually engage.

How do hotels use WhatsApp to upsell and capture more reviews?

Hotels use WhatsApp Business API to send pre-arrival info, upsell room upgrades and spa packages, take in-stay requests and capture reviews via Booking.com, TripAdvisor and Google. Spoki connects to PMS like Mews and Cloudbeds so the guest journey lives in one branded channel.

Why hotels run on WhatsApp

Hotel guests book through OTAs (Booking.com, Expedia) and pay 15-25% commission. They arrive without context, get generic emails they ignore, and don’t leave reviews. WhatsApp lets you communicate pre-arrival, upsell upgrades and amenities, and capture reviews — direct, branded, no commission. Spoki integrates with PMS (Mews, Cloudbeds, Apaleo), channel managers and review-platform syndication.

The hotel problems WhatsApp solves

  • OTAs charge 15-25% commission on every booking
  • Pre-arrival emails get ignored, guests arrive without context
  • Review-collection rates are catastrophic on email — hotels miss visibility

Top WhatsApp use cases for hotels

1. Pre-arrival info and upsell

48 hours before check-in, Spoki sends a WhatsApp message with arrival info, parking, breakfast options and a one-tap upgrade offer (room upgrade, late check-out, spa package). Lifts ancillary revenue substantially.

2. In-stay concierge

Guests message the hotel directly for room service, towel requests or restaurant bookings; the front-desk responds in seconds without picking up the phone.

3. Post-stay review request

24 hours after check-out, Spoki asks for a review with one-tap links to Google, Booking.com and TripAdvisor. Review-collection rate +25-40% vs email-only.

4. Direct-booking nudge

For repeat guests, send a templated WhatsApp message with a discounted direct-booking link — saving the OTA commission and rewarding loyalty.

Spoki capabilities for hotels

PMS integrations (Mews, Cloudbeds, Apaleo)

Reservations, room types and rate plans sync both ways.

Pre-arrival sequence builder

48h, 24h, day-of templated messages with conditional branching on arrival type.

Upsell catalog

Room upgrades, spa, restaurant and tour bookings with one-tap selection inside WhatsApp.

Multi-property inbox

Hotel groups can run a single inbox per property or a centralised group view.

Review-platform deep links

Stamped with UTM and locale routing for Google, Booking.com, TripAdvisor.

WhatsApp hospitality FAQ

Can I message guests booked through Booking.com or Expedia?

Yes — once you have the guest’s phone number from the OTA reservation and explicit opt-in (typically via the pre-arrival email), you can send Meta-approved utility templates for arrival info and review requests. Promotional messages require additional opt-in.

How much does WhatsApp lift our review-collection rate?

Spoki hospitality customers report a 25-40% increase in review-collection rate when they switch from email-only to WhatsApp post-stay requests with one-tap deep links to Google, Booking.com and TripAdvisor.

Does Spoki integrate with Mews / Cloudbeds / Apaleo?

Yes. Direct PMS integrations sync reservations, room types and rate plans. Channel manager events and rate updates flow into the WhatsApp guest journey automatically.

Can I run a multi-property hotel group from one Spoki account?

Yes. Each hotel can have its own WhatsApp number with property-scoped agents, and the group manager has a centralised audit-only view across all properties.

Can I drive direct bookings via WhatsApp to bypass OTA commissions?

Yes. For repeat guests, Spoki sends a templated WhatsApp message with a discounted direct-booking link. Each direct booking saves you the OTA commission and lets you keep the guest relationship.

Upsell upgrades. Capture more reviews. Build direct relationships.

Spoki is the WhatsApp Business API platform chosen by 4,500+ businesses in 120+ countries. Start a 14-day free trial, no credit card required, and ship your first WhatsApp campaign in under an hour.

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Related resources

Frequently Asked Questions

What is Spoki?

Spoki is a comprehensive WhatsApp Business API platform that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.

With Spoki, you can:

• Automate communications: Send automated messages, create chatbots, and set up intelligent workflows

• Manage customer support: Multi-operator team management with ticketing system and conversation routing

• Increase sales: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp

• Marketing campaigns: Send bulk messages to thousands of contacts with personalized templates

• AI-powered features: Leverage artificial intelligence to automate responses and qualify leads 24/7

• Integrate with your tools: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools

Spoki is an official Meta Tech Partner, guaranteeing reliability, security, and access to all official WhatsApp Business API features.

How does the WhatsApp Business API work?

The WhatsApp Business App and the WhatsApp Business API (used by Spoki) are two completely different solutions designed for different business needs:

WhatsApp Business App: • Designed for small businesses and sole proprietors • Manual message management • Limited to 5 devices simultaneously • Maximum 256 contacts per broadcast • No automation capabilities • Free but with significant limitations • No CRM or integration support

WhatsApp Business API (Spoki): • Designed for medium to large businesses • Unlimited operators: Your entire team can manage conversations simultaneously • Unlimited broadcasts: Send messages to thousands of contacts • Advanced automation: Chatbots, automatic responses, intelligent workflows • CRM integration: Connect with your existing tools (HubSpot, Salesforce, etc.) • Analytics & reporting: Detailed statistics on your communications • No ban risk: Official API approved by Meta for bulk messaging • Cloud-based: No need to keep a phone connected • Multi-channel: Integrate WhatsApp with SMS, Voice, and other channels

How much does a Spoki subscription cost?

Spoki offers three pricing tiers: a Free plan at €0/month for basic WhatsApp support and live chat, a Service plan starting at €19/month with AI-powered customer support and unlimited automations, and a Marketing plan starting at €49/month with bulk campaigns and advanced analytics. All plans include unlimited operators at no extra cost. WhatsApp conversation fees are charged separately by Meta based on usage volume.

Is there a free trial?

Yes, Spoki offers a permanent Free plan at €0/month that includes live chat with unlimited operators, basic automations, and a ticketing system. This allows businesses to test core WhatsApp Business API features before upgrading. Paid plans start at €19/month for the Service tier and €49/month for the Marketing tier, with no long-term contracts required.

Can I integrate Spoki with other tools?

Spoki integrates with thousands of platforms through native integrations, Zapier, Make (Integromat), and Webhooks.

Native Integrations:

• E-commerce: Shopify, WooCommerce, PrestaShop, Magento

• CRM: HubSpot, Salesforce, Pipedrive, Zoho, ActiveCampaign

• Marketing: Mailchimp, Google Sheets

• Payment: Stripe, PayPal

• Support: Zendesk

Via Zapier/Make:

Connect to 4,000+ platforms including: • Google Workspace (Sheets, Calendar, Drive) • Microsoft Office 365 • Slack, Trello, Asana • WordPress, Webflow • Custom apps via API

Webhooks & API:

Full REST API for developers to build custom integrations.

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