Texting System for Hotels: Complete Guide to Guest Messaging Solutions

Guests at modern hotels want communication that is quick, easy, and blends in with their digital life.  For decades, phone calls and emails were the main ways that people in the hospitality industry communicated. But now, travellers want something new.  Studies show that 98% of people who get text messages open them, whereas just 20% of people who get emails do. This makes SMS the best approach to reach guests right away.

A texting system for hotels changes the way hotels talk to guests during their whole stay.  These advanced technologies let guests and hotel staff message one other in real time, which makes guests happier, makes hotel operations run more smoothly, and opens up new ways to make money.  Prostay Nexus is the most complete and fully integrated messaging system in the hotel business. It was made just for hotels that want to change the way they talk to their guests.

This full guide covers all you need to know about hotel texting systems, from how they work to how to set them up, with a focus on how Prostay Nexus gets the best results for hotels and other businesses in the hospitality industry.

What is a texting system for hotels?

A hotel texting system is a way for hotels and their visitors to send and receive text messages without any problems.  Guests can use these advanced technologies to send and receive text messages instead of making phone calls or sending emails. They can do this from any mobile device without having to download any extra programs.

Professional hotel text messaging systems are different from ordinary SMS blast tools because they work closely with property management systems to provide personalised, context-aware messages.  They combine SMS, WhatsApp, email, and messaging from online travel agencies into one easy-to-use interface that hotel staff can easily handle.

The best thing about hotel guest messaging is that anyone can use it and it gets to them right away.  Guests get messages right away on their phones, and hotels can run more smoothly and offer better service.

Prostay Nexus is the best hotel text messaging software on the market. It works perfectly with existing hotel systems and is a complete solution.  Prostay Nexus is not like other messaging tools because it was made specifically for the hospitality sector. It has capabilities that meet the specific communication demands of hotels and their customers.

How Hotel Texting Systems Work

Hotel texting systems work by connecting to the hotel's current infrastructure in a smart way, making it easy for guests and properties to talk to each other.  The technological procedure starts when the property management system immediately fills in the messaging platform with guest information. This lets guests start talking to one other right away when they book.

The system connects to hotel phone numbers and other communication channels that visitors are already familiar with. This makes sure that guests may get in touch with the property in a way they are used to.  When visitors send text messages to the hotel's main number, the platform automatically sends them to the right staff person based on the type of question and the workflows that have been set up ahead of time.

Prostay Nexus takes this feature to the next level with extensive PMS connection that lets you see visitor statistics, room status, and preferences in real time.  This connection lets staff give answers that are relevant to the situation without having to dig up data by hand, which greatly speeds up and improves the accuracy of responses.

Automated message triggers are the most important part of efficient hotel text messaging. They send customised messages based on certain stages of a guest's stay and hotel activities.  These triggers are used for booking confirmations, instructions before arrival, check-in notifications, and follow-ups after the stay. They make sure that guests always get the same information without having to do anything manually.

The platform's AI learns from visitor interactions all the time, which makes responses more accurate and allows for more personalised future communications based on each person's preferences and behaviour patterns.

Texting systems for hotels have several big advantages.

Hotel texting systems change the way things work and how guests feel about their stay in every way.  These benefits go beyond just making communication better; they also add real value for both visitors and hotel staff.

Instant communication leads to happier guests.

Travellers today anticipate quick answers to their questions and needs.  Hotel guest messaging software meets this need by letting guests talk to hotel staff at any time of day or night, which connects them with hotel services right away.  More than 85% of hotel customers prefer texting than talking on the phone, especially for routine questions and requests, according to research.

Less work for staff with smart automation

Automated messages take care of common questions regarding hotel facilities, policies, and local information, which lets personnel focus on more complicated client needs and high-value encounters.  This automation cuts down on the number of calls to the front desk by a lot while keeping the quality of service the same at all guest touchpoints.

Making more money through strategic messaging

Hotel text messaging systems open customers new ways to make money through targeted upselling and promotional efforts.  Data shows that upsell offers received 2–3 hours after check-in have conversion rates that are 40–60% higher than those provided at other times. This shows how important it is to time guest contacts strategically.

Better efficiency in operations

Unified communication management puts all visitor interactions on one platform, so you don't have to deal with the mess of handling multiple communication channels separately.  This simpler method speeds up responses, cuts down on misunderstandings, and makes sure that staff can always see full discussion histories.

Personalised interactions that make guests more loyal

When you talk to guests in a way that takes into account their preferences, stay history, and real-time behaviour, you make memories that keep them coming back.  Being able to send timely, useful messages along the guest's trip greatly increases satisfaction scores and online reviews.

Communicating with Prostay Nexus about the guest journey

Messaging Before Arrival

The visitor experience starts long before they arrive, and Prostay Nexus makes the most of this important time by sending smart pre-arrival messages.  Automated booking confirmations include all the information about the reservation, the hotel, and a personalised welcome letter that sets favourable expectations from the moment of booking.

Pre-stay instructions get rid of frequent problems that guests have before they arrive by giving them detailed check-in processes, parking information, and helpful advice for getting there that are specific to each guest's needs.  The technology automatically adds guest preferences that were collected during the booking process, making sure that every message feels personal instead of generic.

Local area recommendations and weather updates show that you are providing proactive service that makes guests more prepared and happy.  These messages make the hotel seem like a knowledgable local expert and get people excited about their planned stay.

Communication During Your Stay

Prostay Nexus makes it easy for any guest service requests to be sent in real time during the stay.  Guests can send a text message to the right department with all the information about their request and room status, whether they need help with housekeeping, maintenance, or room service.

Guests can get answers to their questions about hotel facilities and area activities right away, without having to contact or go to the front desk.  The system's smart routing makes sure that questions go to the right staff members, which improves the quality of the answers and the speed of the resolution.

Proactive check-ins during the stay show that the staff is paying attention and can find problems before they get worse.  These touchpoints show that you really care about making your guests happy and provide you a chance to fix any problems that come up.

Notifications on events and special deals on hotel services are sent at the best times based on how guests act and what they like, which keeps them interested without overwhelming them with too much information.

Engagement After the Stay

After the guest leaves, the relationship continues through planned post-stay involvement that is meant to get more reservations and good ratings.  Automated checkout confirmations give you a summary of your final bill and information about when you need to leave, making sure your stay ends smoothly.

Thank you notes that show how much you appreciate your guests' visits help keep the good thoughts about the hotel experience going and keep the personal connection you made during the visit.  These messages often mention specific services that were enjoyed or experiences with staff that were remembered.

Review requests that include direct links to preferred feedback platforms make it easier for happy visitors to share their good experiences and give hotels useful input that they can use to get better.  Strategically scheduling these enquiries greatly increases the number of people who respond and the quality of the reviews.

Future booking deals and changes to the loyalty program keep former visitors interested by offering them exclusive deals and member benefits that are tailored to their preferences and stay patterns.

Prostay Nexus's Advanced Features

Automation with AI

Prostay Nexus uses advanced AI to automatically respond to common questions regarding hotel policy, facilities, and local information.  This AI system gets the subtleties and context of normal language, so it gives correct, useful answers that feel more personal than robotic.

Smart message routing looks at the content of passenger enquiries and sends them to the right hotel department based on the type of request, how urgent it is, and how knowledgeable the staff is.  This smart distribution makes sure that guests get help from experts while also making sure that staff members work more efficiently.

Predictive messaging looks at how visitors act and what they like to provide them useful information and deals before they even know they need them.  This service that anticipates needs shows great hospitality and opens up natural upselling chances.

Escalation methods automatically find complicated problems that need human help, making sure that delicate situations get rapid attention from qualified staff members while keeping communication flowing smoothly.

Unified Communication Centre

The platform's unified communication centre combines SMS, WhatsApp, email, and OTA messages into one easy-to-use dashboard, which makes communication less confusing.  This centralisation makes sure that no visitor message goes missed and gives full access to all communication channels.

Complete conversation history tracking keeps thorough records of every visitor interaction across all channels and stay periods. This makes sure that service is always the same and that decisions can be made based on all the information, no matter who is handling the next communication.

Team collaboration tools make it easy for hotel departments to pass off tasks to each other, so visitors never have to wait for service when their requests need more than one team to work on them.  Some of these features are the ability to send messages within the system, assign tasks, and keep track of how problems are being solved.

Real-time message status tracking lets hotels see right away when messages are sent, viewed, and responded to. This helps hotels keep up with service standards and find ways to improve.

Uses in Business

Hotel texting systems are great at making certain parts of the business run more smoothly, which directly affects guest happiness and staff productivity.  With integrated messaging systems, customers may order room service, look at menus, and check the status of their delivery without having to make phone calls or download apps.  This streamlined approach cuts down on mistakes when taking orders and makes it easier to manage the kitchen's workflow.

Cleaning schedules and special guest requests that go through a central message system make housekeeping much more efficient.  Staff get real-time updates about changes in room status, visitor checkout times, and specialised cleaning needs, which lets them provide better service.

Managing maintenance requests through text messaging systems makes sure that problems with the property get timely attention, with the right priority levels and tracking of when they are finished.  Guests may quickly report concerns, and maintenance personnel get specific information and pictures that assist them come up with the right fixes.

Messaging system integration is a huge help for concierge services. It lets personnel quickly handle restaurant reservations, transportation arrangements, and activity bookings while keeping complete records of guest preferences for future stays.

Front desk support goes beyond just talking to people at the desk. Messaging systems can help with check-in and check-out, billing questions, and general information requests.  This makes it easier for guests to get to the hotel, which makes them happier and lessens the amount of traffic in the lobby at busy times.

Prostay Nexus's ability to connect with other systems

Prostay Nexus works with Opera, Maestro, and RoomKey, which are all major property management systems. This means it will work with the hotel's existing infrastructure.  This comprehensive connection gets rid of data silos and makes sure that guest information, room status, and billing details are always up to date.

When you connect with hotel booking engines and channel management platforms, you can communicate with all of your guests in the same way, no matter where they booked.  Guests get the same message experience no matter how they book their stay, whether it's through the hotel's website or a third-party site.

Messaging capabilities work with existing hotel phone systems and contact centres, so they don't replace them.  This method keeps things running smoothly while making sure that communication is as effective as possible on all channels.

API connectivity lets you integrate proprietary hotel software and third-party apps, giving hotels with specific operational needs or existing technology investments more options.

By syncing with guest profile databases and loyalty program systems, messaging material can show current member status, preferences, and rewards available. This makes guest communications more relevant and useful.

Revenue Generation Features  

Texting systems in modern hotels are great ways to make money since they send customised messages to guests about room upgrades, spa services, and dining experiences.  Prostay Nexus looks at guest profiles, the reasons for their stay, and their behaviour in real time to send them offers that are ideally timed and don't feel like they're being pushed.

During times when hotels aren't full, running promotional campaigns for hotel amenities can help them make the most money from their existing inventory while also giving customers great ways to improve their stays.  Based on preferences and historical behaviour, these ads can target certain groups of guests.

Personalised offers based on a guest's past stays and preferences show great service and bring in more money.  For instance, customers who had already scheduled spa treatments might see special treatment packages, and business travellers might see amenities and services that help them be more productive.

SMS marketing lets you book at the last minute and have flash sales, which get people who have been with you before and those who are interested in staying with you right away.  Text messaging is great for time-sensitive promotions that need people to act right away because it is so quick.

Partner promotion integration lets hotels make money from their connections with local sites and activities while giving visitors personalised experiences that make their trips more enjoyable.

Setting up and implementing

The first step in implementing Prostay Nexus is a full deployment process backed by technical professionals that know how hospitality works.  The short deployment period keeps daily operations running smoothly while making sure that all system features work properly from the start.

Training programs for staff include all of the system's capabilities and the best ways to communicate, so everyone on the team feels comfortable utilising the platform to provide great service to guests.  Training modules cover a range of duties, from running the front desk to overseeing management and understanding statistics.

Hotels may keep their distinct brand language and way of communicating in all of their automated and manual messages by customising message templates.  This customisation makes sure that all guest communications are aligned with the property's personality and service standards.

Before the whole system goes live, testing processes check that guests can communicate smoothly. These include checking that messages are delivered, that the system works with other systems, and that staff workflows are correct.  This extensive testing method stops communication problems from happening during the important implementation phase.

Ongoing support and system optimisation based on hotel feedback and usage patterns make sure that Prostay Nexus keeps giving the most value long after it is first set up.  Hotels stay on the cutting edge of guest communication technology by regularly updating their systems and adding new features.

The hospitality industry is always changing to make visitor communication more personal and effective. Hotels that use current texting systems will be successful in the long run.  Prostay Nexus has all the tools you need to improve guest interactions, make operations more efficient, and boost revenue growth through smart messaging.

Hotels who use Prostay Nexus get the best guest messaging software on the market, together with the support of experts in the hospitality industry and proven results.  The platform's holistic approach to guest communication makes sure that every encounter adds to great experiences that make guests happy, loyal, and leave good reviews.

Are you ready to change the way your hotel talks to guests?  Learn how Prostay Nexus can change the way your resort sends messages and make guests happier and operations run more smoothly.