Novem­ber 2018

Everyone Is On Mobile. Why Isn’t Your Hotel?

What you need to know about adopting a guest messaging platform for your hotel.

 

 

Yet, hotels are in a bit of a tech­no­log­i­cal lim­bo. We are one of the few indus­tries that still use fax machines while pro­vid­ing guests with cut­ting edge tech­nol­o­gy, like dig­i­tal keys. In the end, the deci­sion to inno­vate comes down to what ben­e­fits the new ser­vice brings to the hotel, like a direct impact on guest expe­ri­ence, not how shiny or expen­sive the new soft­ware is. So, what do you, as a hotel, need to con­sid­er when bring­ing on a guest mes­sag­ing platform?

Your guests

When guests look for hotels, they’re try­ing to find the best expe­ri­ence; how far they will be from their des­ti­na­tion, what ameni­ties are offered, and more. Guests often need to speak with hotel agents for spe­cif­ic infor­ma­tion, but don’t always have the time to wait on hold or dig through your web­site. Guest Mes­sag­ing Plat­forms gives guests the abil­i­ty to send a quick mes­sage to your staff, while allow­ing them to go about their day. The best part is that they don’t have to down­load anoth­er mobile app, they con­tin­ue mes­sag­ing your hotel the same way they already mes­sage friends and family.

With over 85% of trav­el­ers car­ry­ing their smart­phone, Whis­tle allows Hotels and guest to com­mu­ni­cate via SMS Text Mes­sag­ing and Mobile Mes­sag­ing pre, dur­ing, and post-stay. Whis­tle enhances cus­tomer ser­vice through real-time guest engage­ment, help­ing boost ser­vice scores while stream­lin­ing inter­nal com­mu­ni­ca­tion and oper­a­tions through team messaging. 

CEO Whis­tle Messaging

Your operations

Prob­lem res­o­lu­tion or ser­vice recov­ery is also much sim­pler with mes­sag­ing; sur­vey met­rics will rise con­sid­er­ably after you start using a mes­sag­ing sys­tem in your hotel. Often, the pri­ma­ry chal­lenge is not the actu­al res­o­lu­tion of an issue, but rather, those who score your hotel low tend to not report the prob­lems in the first place. With a mes­sag­ing ser­vice in place, it is easy to proac­tive­ly iden­ti­fy and address any ser­vice con­cerns or guest dis­sat­is­fac­tion, result­ing in a pos­i­tive impact in your scores and loyalty.

Your staff

Your staff will find that they are able to work more effi­cient­ly with mes­sag­ing ser­vices in place. Pri­or to your guests’ arrival, your team will more accu­rate­ly plan around giv­en arrival times, work out any logis­ti­cal bar­ri­ers, and sat­is­fy any pre-check-in requests, ensur­ing your guests start their stay on the right note.

Com­plaints are eas­i­er and less stress­ful to man­age now. Your team will have more time to find solu­tions, and bet­ter solu­tions mean hap­pi­er guests. Your staff will thank you for hav­ing no more angry patrons yelling in the lobby!

Your revenue

Mes­sag­ing ser­vices will help your team build rela­tion­ships with your guests and gen­er­ate more ancil­lary rev­enue. By proac­tive­ly ensur­ing guest sat­is­fac­tion, your team will increase the like­li­hood of guests return­ing. Your hotel will be pre­sent­ed with more oppor­tu­ni­ties to keep your cur­rent guests hap­py — and it’s cheap­er to keep them happy!

Great way to com­mu­ni­cate with our guests! We were email­ing peo­ple and as many as half nev­er checked or respond­ed to our mes­sages. I run a hotel and now guests are tex­ting that they want ear­ly check in or that they are 20 min­utes out. Before Whis­tle, we often had no warn­ing and would scram­ble to shift reser­va­tions around to acco­mo­date them. Now, we have time to accom­date most of them seem­less­ly. It has been a big help in guest sat­is­fac­tion. ☺It allows us to com­mu­ni­cate with guests by text mes­sage and have any­one respond back because our “phone num­ber” is actu­al­ly the Whis­tle Web­site. We have sev­er­al pre­pared tem­plates that allow us to mes­sage or respond to mul­ti­ple guests quick­ly. Whis­tle has an esca­latipn sys­tem which alerts us if a mes­sage received is not respond­ed to quick­ly so we are prompt with respons­es for the guests. It also merges with our prop­er­ty man­age­ment sys­tem! ☹While Whis­tle is pret­ty esay to use, I wish that they could stream­line the ini­tial com­mu­ni­ca­tion sys­tem a lit­tle. It’s okay, but I believe it could be easier.
Chance T.
Chance T.
2021-02-23
Whis­tle is an easy prac­ti­cal solu­tion for com­mu­ni­cat­ing with your guests This is a great way for our guests to com­mu­ni­cate with the front desk as text is often the pre­ferred method for com­mu­ni­ca­tion these days. [SENSITIVE CONTENT HIDDEN] and his team are great and the prod­uct works great! ☺How easy it was to get start­ed and the very sim­ple and afford­able pric­ing plan. ☹When I first signed up the com­pa­ny still new so we had to work through a few things that they were still fig­ur­ing out.
Mark C.
Mark C.
2021-02-22
Easy to use and com­mu­ni­cate with guests Huge ben­e­fit of cus­tomer ser­vice and improv­ing the guest expe­ri­ence! ☺Whis­tle was very easy to imple­ment at our bou­tique hotel and allows us to eas­i­ly com­mu­ni­cate with guests before, dur­ing, and after their stay with­out hav­ing an employ­ee on site 24/7. It was the solu­tion we need­ed! ☹At this time, I can­not think of any cons. It may be help­ful for us to be able to receive cred­it card info via the app and I wish our Think Reser­va­tions “tasks” list was acces­si­ble via Whis­tle. But we love the integration! 
Katie G.
Katie G.
2021-02-22
Wood­stock­er’s review of Whistle Easy com­mu­ni­ca­tions with guests when no car­ri­er vio­la­tions take place ☺Ease of use and pro­duc­tiv­i­ty tar­gets enabled ☹The con­stant car­ri­er vio­la­tion issues — Frankly it defeats the pur­pose of the prod­uct. Whis­tle needs to resolve this and users should not be pay­ing for this res­o­lu­tion. It is part of the brand promise
Isabelle C.
Isabelle C.
2021-02-20
Qual­i­ty Prod­uct with Great Features Great prod­uct love how all fea­tures have been thought out for prac­ti­cal uses in the indus­try. ☺We are in a mixed use prop­er­ty where are concierge staff pro­vide ser­vice to both hotel guests and build­ing res­i­dents. This sys­tem allows both to com­mu­ni­cate eas­i­ly with the Concierge. ☹Set­ting up some fea­tures is a bit com­pli­cat­ed. Bet­ter assis­tance in get­ting these set up would be appreciated. 
Jeff A.
Jeff A.
2021-02-18
Great com­mu­ni­ca­tion tool We have defi­nate­ly increased pro­duc­tiv­i­ty of our front desk oper­a­tions with this addi­tion­al com­mu­ni­ca­tion tool. We are able to bet­ter com­mu­ni­cate between the house­keep­ing depart­ment and with Guests. It allows us to be more effi­cient in our dai­ly oper­a­tions as we are not spend­ing as much time on the phone. ☺We liked the abil­i­ty to be able to com­mu­ni­cate with our guests in a faster more effi­cient way. They did­n’t need to call us with requests, it could be texted. The Auto­mat­ic respons­es set up in the sys­tem also helped to answer the every­day ques­tions of Guests with­out us hav­ing to repeat the same infor­ma­tion over the phone. It stream­lined our process­es. ☹It does­n’t have a lost prop­er­ty fea­ture which oth­er prod­ucts offered. If a guest left some­thing in a room, the item could be record­ed in this pro­gram and thus fur­ther stream­line the process. Oth­er prod­ucts offered the abil­i­ty to have the pic­ture of the item, the address of the guests and the track­ing info once shipped all record­ed in the program.
Tania P.
Tania P.
2021-02-18
Great way to get info to guests ☺imme­di­ate con­tact between me and guests as some peo­ple don’t want to be bom­bard­ed with e‑mails. Guests can ask ques­tions about their stay and update me as need­ed. They can request ser­vices or ask ques­tions and get a response with­out hav­ing to call me. ☹Some of the fea­tures are not avail­able or eas­i­ly maneu­ver­able via mobile phones or tablets. 
Monica E.
Mon­i­ca E.
2021-02-17
Great Solu­tion for Post-Covid Touch­free Communication Post-Covid, we had to re-cre­ate our trade­mark friend­ly and help­ful atti­tude with cau­tion, masks and dis­tance. Whis­tle helped us bridge this gap and con­tin­ue with cheery, con­ver­sa­tion­al mes­sages with links to required forms like check-ins and menu selec­tions. ☺Easy to set up and cre­ate short friend­ly com­mu­ni­ca­tions. Well accept­ed by guests and staff. Easy to imbed links for forms to be com­plet­ed. ☹With Basic Plan, lim­it­ed to just three set times for var­i­ous mes­sages. Would pre­fer to have flex­i­bil­i­ty with send times and lim­it num­ber of text avail­able in Basic Plan — this would give the small busi­ness greater flexibility.
Michelle L.
Michelle L.
2021-02-17
Pros and cons It is okay. ☺It is eas­i­er to com­mu­ni­cate to guest as a whole. ☹Guests tend to get “annoyed” by the texts and tend to opt out. 
SOLANGE T.
SOLANGE T.
2021-02-16
Effi­cient and approach­able mul­ti-tasker’s dream Over­all the expe­ri­ence with Whis­tle has been great. The response time for our guest ser­vices is near-instan­ta­neous as we can now respond to requests or ques­tions while work­ing on some­thing else. ☺The best part of the Whis­tle soft­ware is its approach­a­bil­i­ty. By uti­liz­ing the tex­ting app on a guest’s phone, our guest ser­vices become just like they are tex­ting a friend. It is great to see guests progress dur­ing their stay from short, some­time point­ed com­mu­ni­ca­tion, to adding emo­jis! ☹At first, the dash­board was a bit clut­tered and there­fore there was a bit of a learn­ing curve. Nav­i­ga­tion became eas­i­er after some use. How­ev­er, I do wish there was more def­i­n­i­tion or con­trast in the dash­board. This would great­ly improve “quick-glance” ref­er­ence as often front desk staff is multi-tasking.
Jordan D.
Jor­dan D.
2021-02-16

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