Elevate Guest Experiences with Instant Chat
Benefits of Guest Chat
Centralize all guest inquiries in one place, reducing the need for phone calls and allowing your team to manage requests efficiently. With proactive communication, you’ll ensure smoother operations even during busy periods.
Streamlined Operations
Guests can reach out anytime, day or night, directly from their smartphones. Whether they need extra pillows, want recommendations for local attractions, or have questions about amenities, they can get answers in seconds.
Instant Communication
Chat communication enables receptionists to provide thoughtful, polished responses while eliminating language barriers. This ensures guests feel valued and cared for, fostering a positive impression of your hotel.
Better Customer Service
What Guests Say
Take a look at what happy travelers have to say about their experience using the chat feature at our partner hotels. With Hotelbuddy, you can elevate guest satisfaction, boost your online reviews, and achieve higher ratings on platforms like Booking.com and Tripadvisor.
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How Does the Guest Chat Work
Guests can initiate a chat through their mobile device at any point before their arrival or during their stay, whether they’re in their room or on the go simply by accessing the Chat tab on thee HotelBuddy dashboard.
Your staff receives instant notifications and can respond in real-time, providing quick resolutions to guest queries and requests. All guest interactions are logged and accessible through your HotelBuddy dashboard, ensuring a consistent and trackable service experience.
AI Chat: The Future of Guest Communication
Coming in 2025, HotelBuddy AI-powered Chat is an upgraded version of the Guest Chat, designed to automatically handle the most frequently asked questions, saving your receptionists valuable time and ensuring prompt responses for your guests.
Trained on your hotel’s unique data, AI Chat provides accurate, personalized answers, making it a knowledgeable and reliable resource for your guests. Beyond answering questions, AI Chat proactively prompts upsells for extra services and offers tailored recommendations based on guest interactions, elevating the overall guest experience while boosting your revenue.
With AI Chat, you’ll enhance efficiency, improve customer satisfaction, and create meaningful guest engagement—all without adding to your team’s workload.
Why Guest Chat Matters
With Guest Chat, you can build stronger relationships with your guests by offering the convenience of immediate support. It’s a simple yet powerful tool to enhance guest loyalty and improve your service reputation.
A chat feature is increasingly important for guest communication because more and more people prefer using chat over traditional methods like phone calls or emails.
Here’s why it’s essential for your hotel:
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Guest Preference: Chat is a preferred communication method for many guests as it is quick, convenient, and doesn’t require waiting on hold or navigating email threads.
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Ease of Use: Guests can use the chat feature directly from their own devices, whether it’s a smartphone, tablet, or laptop, without needing to download additional apps.
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Quick Responses: With HotelBuddy’s live chat, guests can ask questions and receive real-time answers directly from your staff, ensuring their needs are addressed promptly.
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Convenience: Guests can use the chat anytime during their stay to ask about services, make requests, or clarify details, without having to leave their room or call the front desk.
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Enhanced Engagement: By providing a direct and easy communication channel, the chat feature helps guests feel supported and connected, enhancing their overall experience.
HotelBuddy’s live chat simplifies communication, meets the growing expectations of today’s travelers, and helps your staff deliver excellent service efficiently.
Better Guest Communication
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Guests commonly use the chat function to address a variety of needs during their stay.
These typically include:
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General Information:
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Check-in and check-out times
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Wi-Fi passwords
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Hotel amenities and services
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Directions or local area recommendations
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Room-Related Requests:
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Extra towels, pillows, or toiletries
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Housekeeping or maintenance assistance
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Room upgrades or changes
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Service Bookings:
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Spa or wellness treatments
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Restaurant reservations
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Transportation or airport transfers
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Special Requests:
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Dietary requirements or in-room dining preferences
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Early check-in or late check-out inquiries
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Celebratory arrangements (e.g., flowers or decorations)
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Local Recommendations:
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Suggestions for nearby attractions, restaurants, or activities
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Booking tours or excursions
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Billing and Payments:
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Questions about charges or receipts
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Assistance with secure online payments
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Feedback and Complaints:
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Reporting issues with the room or service
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Sharing feedback or concerns for resolution
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A chat function enables guests to address these inquiries conveniently from their own devices, fostering quick resolutions and a smoother overall experience.
Guest Inquiries
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Yes, having a chat feature can significantly reduce front desk workload by streamlining guest communication and handling routine inquiries more efficiently.
Here’s how:
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Quick Answers to Common Questions: Many repetitive questions, such as check-in times, Wi-Fi passwords, or amenity availability, can be handled through chat, allowing front desk staff to focus on more complex or in-person interactions.
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Convenient Service Requests: Guests can use the chat to request extra towels, room service, or housekeeping, reducing the need for them to visit or call the front desk.
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Streamlined Communication: The chat feature allows staff to manage multiple conversations simultaneously, improving response efficiency compared to phone calls.
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Reduced Foot Traffic: Guests are less likely to line up at the front desk for minor issues when they can resolve them easily via chat, creating a calmer and more organized environment.
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Efficient Escalation: More complex issues that require in-person assistance can be quickly identified through chat, ensuring that front desk staff can prioritize their efforts where they’re most needed.
By reducing the volume of in-person and phone interactions, a chat feature helps optimize front desk operations, freeing up staff to focus on delivering personalized and high-quality service.
Reduce reception workload
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In the HotelBuddy application, guests can use the chat function after completing their online registration, which means they can start using it before their arrival and throughout their stay. However, the chat function is no longer available once the guest has checked out. This ensures the chat is focused on providing timely support during the key phases of the guest journey.
Access to guest chat
You can view and reply to all guest messages directly in HotelBuddy's admin tool. When a new message arrives, a pop-up notification will appear in your browser to alert you.
If you don’t notice the notification, the system will automatically send you an email for each unread message after 10 minutes of inactivity. This ensures you never miss a guest inquiry and can respond promptly to their needs.
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Not yet, but we are currently developing an AI-based chat assistant and plan to launch it in 2025. This tool will enhance guest communication by automating responses to common questions while maintaining a seamless experience.
If you’d like to learn more or stay updated on its release, please get in touch with us!
AI Chat
FAQ
More About Guest Chat
Designed to meet the expectations of today’s tech-savvy travelers, HotelBuddy Guest Chat provides instant support and enhances guest satisfaction with seamless communication at their fingertips.