WhatsApp customer support for hotels
Reservations, concierge requests, and guest complaints, handled on the channel guests already have open, in whatever language they speak.
Why hotels use WhatsApp for guest service
Guests increasingly expect to message a hotel the same way they message a friend, not call a front desk or send an email that sits unread. WhatsApp lets guests reach you before, during, and after their stay, from anywhere in the world.
The challenge is coordinating requests across front desk, housekeeping, and F&B teams without losing context. Resolvenyx gives every department its own inbox on the same WhatsApp number, with an AI booking agent and multilingual support handling the routine work.
Built for how hotels actually operate
Every capability below is a real Resolvenyx feature.
Reservation enquiries
Room availability, rates, and package questions get instant answers from quick replies and an AI knowledge base, before a human ever needs to step in.
Check-in & check-out questions
Guests message about arrival times or late checkout instead of calling the front desk, and the conversation stays with the guest’s full booking context.
Concierge requests
Restaurant recommendations, taxi bookings, room service, all handled in one thread and routed to the right department without the guest repeating themselves.
Multilingual guests
Automatic language detection and AI replies in the guest’s own language mean you don’t need a multilingual front desk to serve international guests well.
Complaint handling
A noise complaint or maintenance issue becomes a priority ticket with an SLA and audit trail, so it’s resolved fast and visibly, not lost in a chat thread.
Multi-department routing
Front desk, housekeeping, and F&B each get their own team inbox, with auto-routing rules sending each message where it actually belongs.
Frequently asked
Can guests book a room directly over WhatsApp?
Yes. The AI Booking Agent checks real-time availability on your connected calendar and lets guests book, reschedule, or cancel, with automatic confirmations and pre-arrival reminders.
Can we support guests who speak different languages?
Yes. Incoming messages are language-detected automatically. AI agents reply in the guest’s language, and staff see a live translation of any message alongside the original.
How do we route requests to the right department?
Set auto-routing rules or create team inboxes for front desk, housekeeping, and food & beverage, so a request for extra towels doesn’t land in the reservations queue.
How do we handle a guest complaint during their stay?
Convert the conversation into a priority ticket with an internal note and an SLA, so it gets resolved quickly and the whole team can see it’s being handled.
Can we send promotional offers to past guests over WhatsApp?
Yes, using WhatsApp Campaigns with Meta-approved templates. Segment by past stay dates or preferences and schedule sends ahead of low-occupancy periods.