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Your guests expect seamless communication. Engage them with personalized hotel text messaging that will keep them coming back time and time again.
SMS for hospitality empowers your team to connect with guests, leads, and even staff members through personalized conversations. Heymarket’s hotel text messaging platform makes it easy to text at scale—while creating an above-and-beyond experience.
✓ Engage leads
✓ Streamline guest stays
✓ Provide personalized service
✓ Increase bookings
Hotel text messaging allows your guests to easily message your guest services team. Your busy team can answer their questions on-the-go and quickly route their requests to the appropriate staff member, saving time while helping guests faster.
Instead of putting guests on hold or responding via email, your team can handle multiple requests at the same time, speeding up your communications process. With an open rate of 98% and response rates as high as 45%, text messaging keeps your guests engaged and ready to leave 5-star reviews.
Heymarket can text-enable your existing business number published on TripAdvisor, Expedia, Google My Business, and other travel sites. Guests can both text and call your text-enabled number. Plus, add a Heymarket web chat widget to your website so leads and guests can message in right from your website.
Reply to incoming guest questions within minutes. All incoming messages will show up in your shared inbox. Anyone working that shift can reply, or easily route messages to the appropriate team member using assignments.
Manage reservations via guests’ favorite channels. Send hotel booking confirmations via SMS. Create personalized templates to confirm reservations for meals, spa treatments, or special events. Heymarket dynamically inserts guest names, reservation times, and other custom fields for that personal touch.
Provide your guests with a personalized, VIP experience. Allow them to text front desk staff for questions, requests, recommendations, and extras. See all guests’ details and messaging history in one place so anyone on your team can give them informed, tailored responses.
Don’t make guests go downstairs to ask for their cars or for help with luggage. Allow back office teams to manage incoming valet and bellhop requests or enlist your front office to dispatch back office team members accordingly.
Send guests a templated text with checkout instructions. Allow them to reply with keywords to check out. Let them know they can reply to ask questions, request additional help, or head to the front desk for a more traditional checkout experience.
Send text message surveys to instantly collect guests’ feedback. Automatically send personalized hotel texts to thank guests after they check out. Let them know how to write an online review, or ask them to reach out with any further questions.
Once guests opt in, send conversational marketing texts. Share information about local events or hotel perks, ensuring they can make the most of their stay. Let recipients know they can reply to start a one-on-one chat with your team.
Some of your guests prefer other third-party messaging services, including Facebook Messenger, Instagram Messenger, WhatsApp, Apple Messages for Business, and Google’s Business Messages. Heymarket allows you to receive and reply to guest messages from all popular channels in a single shared inbox.
Interested in offering a hotel texting service to your guests? We’ve answered some common questions about hotel text messaging systems below. Connect with our team for additional information.
What is a guest message?
Guest message and hotel text both refer to a message sent between a guest and a hotel. Typically, these messages are sent by a concierge or other front desk staff member.
Can you text hotels?
Yes. Many hotels offer an SMS option, allowing you to text their team with your pre-stay questions and during-stay requests. Hotel texting is almost guaranteed with invisible service hotels, which offer top-tier guest service without making face-to-face contact (unless requested).
Can I text message my guests?
Yes. You may text guests after they opt in by texting your team a written keyword or filling out an online form. Before they opt in, let them know what kinds of messages you plan to send them and how often. If you don’t do both of these things, you will violate the Telephone Consumer Protection Act (TCPA) and may be subject to fines. Please note that these are general approaches; consult your legal counsel about matters of compliance.
What does a hotel messenger do?
Some hospitality texting platforms integrate with other messaging services that are popular with guests, like Facebook Messenger, WhatsApp, and Google Business Messages. This kind of omnichannel messaging empowers you to connect with more leads and guests, providing service through the channels they like best.
How do hotels communicate with guests?
Traditionally, hotels call or email guests. However, today’s guests expect a more modern experience. Savvy hotels are taking advantage of guests’ mobile devices, offering push notifications and hotel guest text messaging to meet them on their favorite channels.
How do I set up a hotel text messaging system?
First, you must text-enable your business number or get a new one from your hotel text messaging system provider. Then let guests know they can text you by sharing your number on your website, booking confirmations, email newsletters, and social media. Remember to let guests know that your number is textable.