15/11/2021

Messaging and Advanced Chat

Adapt to the communication channel the modern traveler prefers, and give your guest seamless and real-time experience.
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E-mail is not the preferred communication tool anymore – it’s simply outdated and the time to get an answer is just too long. Most hotels have a culture or rule that e-mails should be answered 2-3 hours after it’s received however, today’s traveler expects 15min. response time at the most when using messaging. Messaging is now an essential part of our everyday life and one of the most popular ways to communicate for the last couple of years. As a hotel, your primary communication channel should be Messaging or Advanced Chat to meet the expectations of today’s travelers and give them the impression that you are always available for their questions and requests.  

It might seem that the real-time chat communication adds more responsibilities for the hotel staff but it’s not necessarily true as the same questions would have to be answered by e-mail. The only difference is that the guest receives real-time answer which makes their stay/travels easier and communication more personal, resulting in a better guest experience. For you as a hotel, the upside is that it’s a much better communication tool for up-selling compared to e-mail.

Our advanced chat function is intuitive and connects guests with your hotel staff in real-time. Guests can use the chat function in the AeroGuest app already weeks before they arrive and use the function also after the check out in case the guest forget some of their belongings. If you as a hotel initiate a conversation, you can control the communication channel. You see all the messages right in the AeroGuest Flow – our Guest Management System.

If the hotel staff is currently logged out from the AeroGuest Flow, they will receive a notification to the reception email that there is an awaiting request. You can inform about the preferred communication channel used at your hotel via your automated booking confirmation e-mail or send an auto message in your mobile service application.