Pre-arrival messaging
Booking confirmation, pre-arrival check-in, transport tips and upsell offers, sent on email, SMS or WhatsApp on the schedule you set.
Guest Experience
Every touchpoint with your guest, in one tool.
Pre-arrival messages, in-stay requests, upsell offers, reviews and loyalty, automated where it should be, personal where it matters. Email, SMS or WhatsApp, the way each guest prefers.
AB
JM
EH
Good evening
EM
Elira Meta
Room 204 · 3 nights
Online check-in✓ Done
Towels
Cleaning
Room service
Concierge
Welcome, Elira! Your room is ready 🌿
🧺 Towels on the way · 5 min
+22%Pre-arrival upsell take rate
4.7 ★Average post-stay review score
Email · SMS · WhatsAppChannels guests actually read
Inside the module
Personal at scale, automated where it counts.
Designed around the moments that actually shape a guest's memory of the stay. Triggered automatically off PMS events, but always editable, brand-perfect and in the language the guest checked out in.
In-stay requests
Guests request extra towels, late check-out or restaurant bookings from a link in their pocket. Requests land on the right team's queue.
Upsell offers
Room upgrades, late check-out, breakfast, spa, transfers, offered at the right moment, priced dynamically, charged to the folio.
Reviews & ratings
Post-stay survey routes happy guests to public review platforms (Google, Tripadvisor, Booking.com); private feedback to the GM's inbox.
Loyalty & repeat stays
Recognise repeat guests automatically, send the right welcome, and offer a member rate that respects their history without spammy emails.
NPS & sentiment
Lightweight NPS surveys at the right moments, with sentiment analysis on free-text feedback so trends surface before they become reviews.
Take a closer look
Built around the real guest journey.
A guest does not think in modules, they think "I booked", "I am arriving", "I need towels", "the bed was great". The platform is built around those moments, not org-chart silos.
Pre-arrival
Pre-arrival messaging that actually gets read.
Send the right message, on the right channel, in the right language, at the right time. WhatsApp for the guest who booked on a phone. Email for the corporate booker. SMS for the urgent reminder. All triggered automatically from the PMS booking record.
- Email, SMS and WhatsApp Business, pick per guest, per touchpoint
- Per-language templates with a single edit, propagated everywhere
- Smart timing, send arrival info 24 h before, transport tips 4 h before, upsell 7 days before
app.hotelbee.co/guest/messaging
In-stay requests
In-stay requests, in the guest's pocket, out of your inbox.
A short link in the welcome message takes the guest to a guest portal: extra towels, restaurant booking, spa, late check-out, housekeeping note. Requests land on the right team's queue with the room number and stay context attached.
- No-app guest portal, opens in the browser from a SMS / WhatsApp link
- Routed requests: housekeeping, F&B, concierge, maintenance, each its own queue
- Automatic charging to room when the request involves a billable item
app.hotelbee.co/guest/requests
Reviews & loyalty
Smart routing on the way out, and a real welcome on the way back.
Happy guests get a friendly nudge towards Google, Tripadvisor or Booking.com. Unhappy ones get a direct line to the GM, before they post. Repeat guests are recognised automatically, the next welcome message knows their preferences, room of choice, and last drink at the bar.
- Smart routing of post-stay surveys based on score
- Public-review platform integrations. Google, Tripadvisor, Booking.com
- Repeat-guest recognition with stay history, preferences and lifetime value
app.hotelbee.co/guest/reviews
Connects with
Reaches guests on the channels they actually open.
Email, SMS, WhatsApp Business, public review platforms, and the PMS events that trigger every touchpoint, all wired together.
- WhatsApp Business· Messaging
- Twilio SMS· Messaging
- SendGrid· Email
- Mailchimp· Email
- Google Reviews· Reviews
- Tripadvisor· Reviews
- Booking.com Reviews· Reviews
- Trustpilot· Reviews
- Salesforce· CRM
- HubSpot· CRM
We were sending one generic confirmation email and hoping. With HotelBee Guest Experience we have personalised flows on WhatsApp, an in-stay portal that took 80% of "extra towel" calls off the front desk, and reviews that route themselves. Our Tripadvisor score went from 4.2 to 4.7.
Erisa HoxhaOperations · Tirana Boutique Hotel
Better together
Pairs naturally with the rest of HotelBee.
Guest Experience uses every other module as fuel, bookings, charges, room service, reviews. The modules below complete the picture.
Frequently asked
Questions about guest experience, answered.
Don't see your question? Talk to our team.
Which channels does it use, email, SMS, WhatsApp?
All three, with the choice made per guest and per touchpoint. Confirmation usually goes out by email; arrival info by SMS or WhatsApp depending on the country; in-stay requests via a no-app portal opened from a SMS or WhatsApp link.
Does it work in multiple languages?
Yes. Templates are written once, then translated per market. English, Albanian, Italian, German, Spanish, French and more. The system picks the right language automatically based on the booking record.
How are public reviews handled?
Post-stay surveys route happy guests (4 / 5 stars or higher) towards the public review platform you choose. Google, Tripadvisor, Booking.com, Trustpilot. Lower-scored guests get a direct line to the GM's inbox, with a follow-up workflow.
Can guests request things during the stay without an app?
Yes, and we deliberately do not require an app install. A link in the welcome SMS opens a guest portal in the browser, with extra towels, late check-out, restaurant booking, spa and concierge requests. Requests are routed to the right team's queue.
Is the loyalty programme a separate module?
No, repeat-guest recognition, member rates and preferences are all part of Guest Experience. For properties that want a formal points-based loyalty programme with tiers and rewards, we have an extension that builds on the same data.
Is it GDPR-compliant?
Yes. Consent is captured per channel (email, SMS, WhatsApp) per guest, with clear unsubscribe and data-export flows. We never share guest data with third parties beyond the integrations the property explicitly enables.
Ready when you are
Make every guest feel like an old friend.
Free plan available. No credit card required. Set up your first pre-arrival flow in under ten minutes.
- Free plan
- No contract
- Cancel anytime
Guest Experience