It’s 2025, and the way guests expect to communicate has changed dramatically. Forget waiting on hold or digging through emails for booking confirmations. Today’s traveler wants fast, personal, and convenient communication on their phone, in their language, and ideally, in the same app they’re already using to message friends and family.
That’s where WhatsApp comes in.
With more than 2 billion users around the world, WhatsApp has become the messaging platform of choice across key travel markets like Latin America, Europe, and Asia. Travelers use it to coordinate flights, share trip updates, and ask for restaurant recommendations, so naturally, they expect to use it to communicate with their hotel or vacation rental, too.
And when your property is ready to answer questions and offer support right there in the same chat thread? That’s more than convenience, it’s connection.
Let’s paint a scenario: a couple from Colombia is heading to Miami for a long weekend. While they’re in transit, they get a friendly WhatsApp message from their host with a pin for the property’s location, check-in instructions, and a list of local food spots. No email chains. No app downloads. Just a simple, helpful message on the app they already use every day.
That’s the kind of experience guests remember.
Being reachable on WhatsApp doesn’t just make things easier, it shows guests you understand them. You’re meeting them on their terms. And in today’s highly competitive hospitality landscape, that level of convenience and personalization makes a real difference.
It also gives your team a proactive edge. Instead of reacting to questions or problems, you can get ahead of them—sending welcome messages, upselling experiences, and building rapport before the guest even steps foot on the property.
The real game-changer? WhatsApp isn’t just for casual messages anymore. With Dharma’s Guest Communication Tools, part of our all-in-one Operations Platform (OPS), you can bring AI-powered, 24/7 service to your WhatsApp channel.
That means guests can ask about check-in times, request extra towels, or even get local recommendations, any time of day, and receive an instant, personalized response from the AI Assistant. The only thing they need to do is verify their phone number, and they’re in.
This opens up a powerful new way to deliver service, one that feels both personal and scalable. Your guest gets fast, relevant answers, and your team gets time back to focus on more complex tasks.
On the back end, your team stays in control. WhatsApp messages sync directly with our Cental Inbox, so staff can see the full conversation history, jump in when needed, and manage all communications—email, SMS, WhatsApp, OTA messages and more—from one centralized platform.
The result? A seamless, high-touch experience for the guest, and a streamlined workflow for your team.
Beyond speed and personalization, WhatsApp also brings flexibility. Guests can send voice notes while on the go, drop their live location if they’re lost, or snap a quick photo of a maintenance issue. And because it all happens in one familiar interface, engagement goes up, and so does guest satisfaction.
This level of dynamic interaction is especially useful in high-touch service moments. A guest arriving late at night can quickly share an update or ask for directions. A family with kids can easily check if early check-in is possible without the hassle of navigating your website. It’s all about removing friction.
There’s no friction. No confusion. Just smooth, real-time communication that feels natural.
As we move further into 2025, hospitality businesses that invest in smarter, guest-centric communication tools will stand out. WhatsApp isn’t just part of a trend—it’s part of a larger shift toward automation, personalization, and convenience that’s reshaping the industry.
And with Dharma’s AI-powered tools, you’re not just keeping up, you’re staying ahead. Because when you combine WhatsApp’s reach with AI, automation, and a powerful multichannel workflow, you don’t just meet guest expectations, you exceed them.
Ready to future-proof your guest communication strategy? Book a demo and discover how our WhatsApp integration, AI Chatbot, and Central Inbox can transform the way you connect with guests before, during, and after their stay.
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