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SMS marketing solutions for hotels and hospitality
Increase bookings, loyalty, and guest satisfaction using SMS marketing for hotels, engaging customers with personalized, timely, and direct communication.
The benefits of SMS marketing for hotels
A guest’s hotel and hospitality experience starts from their search and continues long after their visit. And communication plays a big role at every touchpoint. Timely, personalized SMS messaging helps you build trust, increase the number of bookings, and automate communication.
Increase conversion rates
Boost engagement and up-sell
Minimize revenue loss
Examples of SMS marketing for hotels
Use our SMS marketing solution built for hotels and hospitality to set up automated, relevant, real-time communication with your guests and visitors.
Drive bookings and boost guest experience
- Send targeted SMS promotions to guests to drive bookings and increase revenue, such as limited time offers that encourage them to complete their reservations.
- Share personalized, real-time updates and information such as check-in instructions, room upgrade offers, and dining recommendations to enhance their experience further.
Reduce cancellations and no-shows
- Encourage guests to follow through with their reservations by nudging them via SMS.
- Keep your guests engaged by sending automated SMS reminders prior to their arrival.
- Share details such as their scheduled arrival or reservation time and ask them to confirm the details you have on file.
Collect reviews and customer feedback
- Improve your hotel and hospitality experience by asking guests for insights.
- Gather valuable feedback from guests about their stays with two-way SMS surveys to improve service quality and customer satisfaction levels.
- Prompt guests to leave reviews on popular reviews platforms via SMS to help manage your online reputation and attract future guests.
Pay-as-you-go
Top up your account as you need with a flexible, pay-as-you-go model.
Volume-based discounts
Want to send large amounts of SMS? Get a special offer for high volumes.
Main SMS features for hospitality
Our SMS platform is a cloud messaging solution that integrates with any existing tech stack, providing high-volume messaging capabilities.
Personalization
Personalize your messages using attributes from People, our customer data platform, or connect your own data source.
Helping you ensure SMS compliance
Understanding and complying with data protection regulations like GDPR and TCPA is essential for sending SMS as a business. Our platform makes this easier with features such as consent management, secure data handling, and detailed auditing, ensuring you meet both regional and international legal requirements.
SMS message templates for hospitality
Here are some templates you can use for your SMS messages.
Booking confirmation template
Thank you for choosing [Hotel Name]! Your reservation from [check-in date] to [check-out date] is confirmed. If you have any questions, feel free to contact us. We look forward to welcoming you!
Pre-arrival reminder template
Hi [Guest Name], we’re excited to host you at [Hotel Name] tomorrow! Check-in is available from [time]. Safe travels, and see you soon!
Check-in notification template
Welcome to [Hotel Name], [Guest Name]! Your room is ready for check-in. If you need assistance or directions, reply to this message, and we’ll be happy to help.
Service request confirmation template
Hi [Guest Name], thank you for your request. Our team is on it and will get back to you shortly. Let us know if there’s anything else you need.
Special offer/promotion template
Hi [Guest Name], enjoy a 20% discount at our hotel restaurant this weekend. Show this SMS to your server. Bon appétit!
Event invitation template
Join us for a special event at [Hotel Name] this Saturday! Enjoy live music by [Artist/Band Name] from 7 PM. Reserve your spot by replying to this message.
Check-out reminder template
We hope you’ve had a pleasant stay at [Hotel Name], [Guest Name]. Check-out time is at [time] tomorrow. Let us know if you need any assistance with departure arrangements.
Loyalty program notification template
Hi [Guest Name], you’ve earned [number] points in our loyalty program! Use them for discounts during your next stay at [Hotel Name]. Log in to see more: [link].
Post-stay feedback request template
Thank you for staying with us, [Guest Name]! We’d love to hear your feedback. Please reply to this message or follow this link: [link] to share your thoughts. Safe travels!
Quickly connect to our flexible SMS API
Start sending programmable SMS messages with our comprehensive API and build the experiences your customers are looking for with:
- a basic or fully featured API
- advanced functionalities
- clear API documentation
- support from dev
Easily integrate SMS to your existing tech stack
We want to keep your operations running smoothly. That’s why our platform is easy to work with.
Choose from a wide range of integrations to build and add on top of our SMS API, and easily configure them with your existing systems.
How our customers from the hospitality industry use SMS
Explore our customer stories and learn how to elevate your customer experience in hospitality with SMS.
EaseMyTrip: Better conversion and customer experience with WhatsApp, RCS, and SMS
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10x
more surveys filled -
2.7%
higher conversion rate
TTN: Real-time flight information for passengers worldwide
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50%
decrease in customer care workload
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Frequently asked questions about hospitality SMS
A2P (Application-to-Person) SMS messaging refers to businesses sending text messages to individuals, often using a web platform or SMS API. In hospitality, SMS is most often used for automating booking confirmations, reminders, and promotions, but it can also be used for two-way communication with guests before, during and after their stay.
Here are some of the key strategies you can use to enhance guest engagement with SMS:
- Segmentation and personalization: You can send personalized SMS messages to guests based on predefined conditions, such as welcome messages or room upgrade offers to new guests, or personalized recommendations for local attractions and dining options for certain segments of guests.
- Real-time updates: You can send real-time updates about reservations, including check-in and check-out times, and any changes to hotel services or amenities. This keeps guests informed and reduces uncertainty.
- Service requests: You can provide guests with the option to make service requests by sending SMS messages to your business number. For example, they can request room service, housekeeping, or maintenance.
- Feedback collection: After their stay, you can send SMS messages to your guests requesting feedback or reviews. This can help you gather valuable insights into guest satisfaction and find areas for improvement.
- Promotional offers: You can use SMS to send exclusive promotional offers or discounts to guests, encouraging repeat visits and fostering loyalty.
- Event notifications: You can inform guests about events happening at your hotel or nearby, such as live music, special dinners, or local festivals, enhancing their overall experience.
Yes, SMS is perfect for sending booking confirmations and reminders, as it helps reduce no-shows and ensure guests are well-informed about the status of their reservations. Here’s an example:
After a guest books a room, they receive an SMS confirmation stating, “Thank you for choosing our hotel! Your reservation from [check-in date] to [check-out date] is confirmed. Reservation number: 12345.” A day before their arrival, the guest receives a reminder SMS: “We look forward to welcoming you tomorrow! Please contact us at [contact number] if you have any questions or changes.” This proactive communication helps guests feel prepared and valued, reducing the likelihood of no-shows and enhancing their overall experience.
SMS streamlines the check-in and check-out process by sending instructions, reminders, and updates on time, using a channel available to every guest. Here’s an example:
On the morning of a guest’s check-in date, they receive an SMS with a personalized link to complete a mobile check-in process, allowing them to provide necessary details and preferences before arrival: “Welcome to our hotel! Speed up your check-in by confirming your details here: [link]. Your room will be ready by [check-in time].”
For check-out, guests receive another SMS the evening before their departure: “We hope you enjoyed your stay. To facilitate a quick check-out tomorrow, please confirm your bill details via this link: [link]. Safe travels!” This automated communication not only enhances convenience but also reduces wait times at the front desk, leading to a smoother guest experience.
Absolutely! Hotels can send personalized promotions via SMS based on guest data, preferences and behaviors, increasing bookings and enhancing the guest experience. The prerequisite is to connect your hotel management system to an SMS API, or use a platform for collecting and managing customer data that already has an integrated SMS channel.
On the morning of a guest’s check-in date, they receive an SMS with a personalized link to complete a mobile check-in process, allowing them to provide necessary details and preferences before arrival: “Welcome to our hotel! Speed up your check-in by confirming your details here: [link]. Your room will be ready by [check-in time].”
For check-out, guests receive another SMS the evening before their departure: “We hope you enjoyed your stay. To facilitate a quick check-out tomorrow, please confirm your bill details via this link: [link]. Safe travels!” This automated communication not only enhances convenience but also reduces wait times at the front desk, leading to a smoother guest experience.
Yes, guests can respond to SMS messages to make service requests, allowing for quick and convenient communication with hotel staff. For example:
A guest receives a welcome SMS upon arrival, stating, “Welcome to our hotel! If you need anything during your stay, simply reply to this message with your request.” Later, the guest realizes they need extra towels and responds with, “Could I please have extra towels sent to room 305?” The hotel staff promptly receives the request and delivers the towels to the guest’s room. This two-way SMS communication ensures that guests can easily and quickly request assistance, enhancing their overall satisfaction and experience during their stay.
Here are the main benefits of using SMS for collecting post-stay feedback and reviews:
- High open and response rates: SMS messages typically have higher open and response rates compared to emails. This means guests are more likely to read and respond to feedback requests sent via SMS, leading to more input and insights.
- Convenience: Receiving feedback requests via SMS is convenient for guests, as they can quickly respond at their own pace using their mobile devices without needing to access emails or web forms.
- Cost-effective: Compared to other direct communication methods, SMS is generally cost-effective and easily scalable, making it a practical choice for ongoing guest engagement and feedback collection.
An SMS hospitality solution provider recognized for its excellence
The industry experts have spoken.
Infobip is recognized worldwide for driving impeccable results for customers.
Infobip named as established leader second year in a row
Juniper Research Top CPaaS Vendor
Infobip named a leader
2024 Gartner® Magic Quadrant™ for CPaaS
Infobip takes top spot
Metrigy CPaaS MetriRank report
Industry CPaaS leader
Leader for CpaaS 2023
Infobip solutions helped us improve the conversion of website visitors into customers. Implementing SMS has helped us in engaging our customers, while WhatsApp showed to be a great channel for our booking confirmation. They like the easy way they can manage their booking information. Also, Infobip provided great support with both their business and technical teams – enabling us to quickly go to market with new services.
Akshay Sharda
Head of Digital, EasyMyTrip
Boost bookings and enhance guest satisfaction with SMS
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