Reach Guests Where They Already Are: WhatsApp Touchpoints Now Available

Over the past twelve weeks, HolidayHero has rolled out a series of feature updates designed to help hospitality providers automate operations, improve guest engagement, and deliver memorable stays. As we wrap up this release cycle, we’re excited to announce what might be the most impactful feature yet: WhatsApp Touchpoints.

With this launch, hospitality businesses can now schedule and send guest communications directly through WhatsApp; the world’s most widely used messaging platform. This update gives hotels, vacation rentals, and serviced apartments a direct line to their guests on a channel they already use daily, trust inherently, and respond to quickly.

Transforming Guest Experience with WhatsApp

WhatsApp has over 2 billion active users globally, making it a natural choice for guest communication in the hospitality space. Unlike email or SMS, WhatsApp messages are typically opened and read within minutes, and response rates are significantly higher. For hoteliers and property managers, this means faster interactions, smoother operations, and more engaged guests.

Touchpoints have always allowed you to schedule and automate communication across the guest journey; confirmation emails, pre-arrival reminders, check-in instructions, and post-stay feedback requests. Now, with WhatsApp integrated, these same touchpoints become even more powerful. By delivering messages in a more familiar and conversational format, you increase the likelihood that guests receive, read, and act on them.

Lower Costs, Higher Engagement

In many countries, sending messages via WhatsApp is more affordable than traditional SMS. This cost efficiency is paired with higher open and engagement rates, making it not only more guest-friendly, but also more business-savvy.

The goal is simple: to help hospitality businesses communicate smarter. Whether it's reminding a guest of their check-in time, suggesting local experiences, or sending a friendly goodbye message, WhatsApp Touchpoints provide a seamless and scalable solution.

Currently, WhatsApp Touchpoints operate as a one-way messaging system. If a guest replies to a WhatsApp message, they will receive an automated response explaining how to get in touch with the hotel, property manager, or front desk. This ensures clarity while maintaining a professional communication loop.

All messages are sent through a shared phone number by default. However, if your property or group prefers to use a dedicated number for branding or operational reasons, you can request this by reaching out to our support team at support@holidayhero.com.

Just the Start of the Conversation Journey

While Touchpoints with WhatsApp currently support scheduled one-way communication, this launch marks the beginning of a much larger roadmap. We’re already working on expanding this feature into a full chat and inbox experience. Soon, HolidayHero users will be able to receive and respond to guest WhatsApp messages in real time, directly within the platform—eliminating the need for external tools or disjointed workflows.

The future of guest communication is instant, contextual, and mobile-first. With WhatsApp, we’re putting you in the best possible position to meet your guests where they are—and exceed their expectations at every step of their journey.

Learn More and Get Started

To begin using WhatsApp Touchpoints, explore our setup documentation and follow the simple steps to enable WhatsApp for your property.

Whether you manage a boutique hotel, a chain of vacation rentals, or serviced apartments, this feature is designed to help you elevate your guest experience through timely, personalized, and highly effective communication.

HolidayHero is committed to supporting modern hospitality teams with tools that simplify and scale. And with WhatsApp Touchpoints, we’re taking guest engagement to the next level.