Whatsapp is our first medium of communication for almost everything these days. From reminding a friend to pick up the laundry to informing parents about our well-being. Whatsapp has become a household name. When nearly all the important messages land on Whatsapp, then why should the communication from hotels be directed to the email’s spam folder?

Let’s discuss some of the most interesting Whatsapp statistics every hotelier should know.

With such high dominance of Whatsapp in the lives of people, it is a great platform for hoteliers to deliver a customized experience to their guests.

Here are a few examples of how hotels can create compelling  WhatsApp messages to engage with the guest and upsell to them:

  1. Early Check-In

“Hi, Jenny! Your reservation is confirmed for 15th August and your check-in time is 2 PM. We know you might be exhausted from the trip and want to check in early. You can avail early check-in at an additional fee of $25. To know more about the offer, click on the link below (URL).”

2. In-Room Dining Order 

“Since we don’t want you to make an extra effort, we’re delivering your meals directly to your bedside table at a 20% discount. We recommend you to try our Chef’s Special of the day “food”. To view the menu and order your food click here.

3. On-Premise F&B

“Before you proceed to enjoy your stay, we would like to welcome you to the ‘Kebab Festival’ at *name of the restaurant.” Get a taste of the cuisines by receiving a one-on-one offer on all of the dishes. To reserve your seat, click on the ‘Book Now’ option ”

4. Late Check-Out

“Good day, Edgar. We understand that your flight is delayed and that you would like to stay in the hotel for a few more hours. You can avail of the offer to check out late at a nominal fee of $10. You can revert to us by clicking on the link below.”

5. Transportation

“We’re delighted to have you! We don’t want you to hustle to get to the hotel, so we’ve arranged for an airport pickup. You may also use the vehicle afterwards to enjoy a tour of the city at a discount of 30%. Click here to learn more.”

6. Room Upgrade

“Congratulations on your 25th wedding anniversary.” To make your day memorable we would like to offer you our Deluxe Suite room at flat 50% off. Read more about the offer here.”

7. Spa And Experiences

We realise you’re exhausted after your long journey, so we’d like to give you a 10% discount on our couple spa services. Click on the link “URL” to learn more about the deal and reserve your time slot.”

How should you communicate upselling offers to the guests?

It is very important for the hotels to take proper caution before moving forward with the process of upselling to guests. The manner, tone, and frequency with which the upselling is being done play a very important part in being successful in your efforts. Hotels should keep in mind that the upsell messages they are creating are not too pushy. It should not let the guests feel like the hotel is using them to make sales. Rather, it should look like they are being informed about the special deals and offers available at the place. Along with that, the guests should be given the chance to make the first move by contacting the hotel about the services they are interested in.  The hotels also need to change the way they deal with hotels. They need to be more progressive and specific in their approach. 

For example, instead of telling the guests the actual price of the service, inform them about the extra amount that has to be paid, like “enjoy a superior room by paying just $25 more”. Doing all these things is necessary because upselling to guests according to their needs and preferences either makes or breaks the game.

How can Xperium help Hotels upsell to their guests?

Xperium is a real-time Guest Messaging tool that syncs data to the existing PMS (Property Management System) of the hotel. When a guest makes a reservation, it is recorded in the hotel’s PMS. From there, Xperium is notified about the guest’s booking as well as other data such as the guest’s arrival date, age, or if there is a couple-traveller, and so on. Knowing such insights enables Xperium to create interest-based upsell messages that it can deliver to guests via Whatsapp and thus make personal connections. The guests will then receive a text message with a link on their Whatsapp which will provide them with all the information they need.

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