They are already writing to you on WhatsApp.
In this part of the world a guest does not email a hotel, they message it. The number is on the booking confirmation, on a card at the desk, in a group chat with the friends they are travelling with — and the messages arrive at the one phone behind reception, all day and most of the night.
The hotel’s own number
The one already on the confirmation
Is the shuttle running at seven?
Answered at once, in their language
What time does breakfast stop?
Answered at once, in their language
My daughter has a nut allergy — can the kitchen call me?
The team, with the conversation attached
A diagram of the routing, not a screenshot.
01WhatsApp
The hotel’s own number, not a new one
The number guests already have is the number that answers. Nothing is reprinted, no card is reissued, and the thread a guest started last season is still the thread they are in. Messages are sent through Meta’s approved templates, which is what keeps a business number in good standing rather than blocked.
- The hotel’s existing number, kept
- Meta’s approved templates, so the number stays in good standing
- The same thread across stays
02WhatsApp
A person takes over the moment one is needed
Most of what arrives is the same twenty questions — the shuttle, the pool, late check-out, what time breakfast stops. Those are answered immediately, in the guest’s language. Anything that is not goes to the team, in the same console as every other channel, with the conversation so far attached. The team does not start from “how can I help you”.