WhatsApp message templates for hotels by journey stage

A good hotel WhatsApp message has three traits: it arrives at the right moment, it sounds like a person and it asks for one single thing. This guide gives you a base template for every stage of the guest journey, with the variants and details that separate a message people appreciate from one they ignore. Adapt every text to your hotel; no template should ever be sent as is.

The rules before the templates

• Always use the guest name. A message without a name is a flyer; with a name, it is a courtesy.
• Write up to 5 variants of each message. In Guest Sender they rotate across sends and keep hundreds of guests from receiving the identical text.
• One call to action per message: book, reply or leave the review. Never all three.
• Attach a real photo or video of the hotel when the message sells something: the spa only sells itself when it can be seen.
• Respect the exit: whoever writes “baja” or “stop” is out automatically.

Pre-arrival: the welcome that also sells

It goes out days before check-in, while the guest is planning the trip. The goal is double: welcome them and solve something they were going to need anyway.

Base template: “Hi [name], your arrival at [hotel] is getting close. We want you to land with everything sorted: shall we book your airport transfer or a table for your first night? Reply to this message and we will leave it ready.”

• Spa variant: offer the massage appointment with a concrete time instead of the full catalog.
• Occasion variant: if the CRM tag says anniversary, offer the room decoration.
• Family variant: breakfast included or activities for kids, depending on the segment.

During the stay: presence without intrusion

During the stay, less is more. The guest is already living your hotel; the channel should be available, not on top of them. One courtesy message at the start is enough: “Hi [name], welcome to [hotel]. Whatever you need during your stay, write to us here and we will take care of it.” Replies are handled instantly by the artificial intelligence receptionist, at any hour.

Post-stay: the thank you and the review

It goes out after checkout, while the experience is still fresh. Thank first, ask second, and ask only once.

Base template: “[Name], thank you for staying with us. It was a pleasure to host you. If you enjoyed your stay, it would help us a lot if you shared it in a review: [link]. And whenever you want to come back, you know where to find us.”

Birthday: the message nobody else sends

Base template: “Happy birthday, [name]! From the whole team at [hotel], we wish you a great day. Whenever you want to celebrate with a getaway, we are here waiting.” No aggressive offer: the greeting is the gift, and the automation sends it on the exact day by itself.

Win-back: the reminder that reactivates

For guests who have gone too long without returning. The tone is memory, not urgency: “Hi [name], it has been a while since we saw you at [hotel] and we remembered you. [New detail about the hotel or the season]. If you feel like coming back, reply here and we will get everything ready.”

How to use them in Guest Sender

• Load each template into its automation: pre-arrival, post-stay, birthday and win-back.
• Write the variants from the start; the system rotates them for you.
• Review the read and reply metrics every week and rewrite the weakest variant.
• Remember the respect limit: at most one message per guest per period.

Templates are the starting point. The voice of your hotel, the details of your market and the replies of your guests will polish them until they sound like you and nobody else.