The guest’s favourite channel, integrated with Artificial Intelligence to respond, manage and sell without leaving WhatsApp.
In an industry where guests expect immediate and personalised responses, mobile communication has become a strategic asset for any hotel, chain or campsite. At GuestPro, we continue to expand our ecosystem of integrated technology solutions to optimise day-to-day operations and enhance the customer experience.
We are therefore delighted to announce our new integration with Speakspots, the platform that combines WhatsApp Business Cloud with Artificial Intelligence, connected directly to our GuestPro Manager PMS.
Guests are already on WhatsApp. Now, so is your hotel.
With over 3.3 billion active users worldwide and a read rate of over 80 per cent within the first 5 minutes, WhatsApp has established itself as the preferred channel of communication. In day-to-day hotel operations, this can translate into a constant flow of interactions: approximately 25 conversations a day for every 100 occupied rooms.
Until now, managing this channel often involved using personal mobile phones at reception, leading to a loss of conversation history or generic replies that were out of step with the guest’s actual situation. With the integration between GuestPro and Speakspots, the hotel now operates via an official, verified number (WhatsApp Business Cloud) where AI retrieves and updates booking details in real time.
Smart management synchronised for reading and writing with GuestPro
What sets this integration apart is its ability to communicate bidirectionally (read and write) with the GuestPro Manager API. The tool does not respond with abstract data: it responds by taking into account the guest’s exact context.
What Speakspots retrieves from GuestPro (Read):
- Booking details, dates of stay and sales channel.
- Room/apartment/plot type, booked rate plan and occupants.
- Real-time check-in and check-out status.
- Preferred language and services or extras booked.
What Speakspots can do in GuestPro (Write):
- Online pre-check-in managed via WhatsApp chat.
- Charges management and sale of extras (upselling & cross-selling): booking of accommodation packages, room upgrades, late check-out or restaurant and spa bookings within the chat.
- Generation of reports in the Operational App: immediate recording of requests and incidents sent directly to the Housekeeping and Technical Services (SSTT) departments.
- Automatic surveys and reputation management: micro-surveys after check-in and automatic referral to review platforms if the experience has been positive.
Automation based on booking events
The pace of the conversation is dictated by the different stages of the customer journey, triggered automatically by events recorded in the GuestPro PMS:
- Before arrival (Pre-stay): confirmation of details, sending of pre-check-in information and arrival instructions.
- Arrival: a welcomemessage in the guest’s language and the launch of a quality micro-survey after 2 hours to identify and resolve any unforeseen issues before the first night.
- During the stay: 24/7 support and enquiries with accurate information about the accommodation, sales of services (F&B, excursions, spa) and the issuing of operational reports.
- After departure (Post-stay): satisfaction surveys, an invitation to leave reviews on the hotel’s channel and promotions to encourage future direct bookings.
Proven results in the sector
GuestPro clients such as the Set Hotels and Sagitario Hotels chains are already using Speakspots thanks to this integration, enabling them to reduce the workload on their reception teams and increase ancillary revenue:
- 84.3% of rooms activated on WhatsApp during the stay.
- +30% conversion rate on extras sales per active user.
- +97% guest satisfaction with the customer service channel.
Simple, seamless migration
If your accommodation already uses a WhatsApp number, the migration process to the hotel’s official account is carried out whilst retaining the same number, the green tick and the approved templates, ensuring that guests experience no disruption to the service. Furthermore, the reception team retains control at all times to step in and take over the conversation (a seamless handover from AI to a human member of staff) whenever personalised support is required.
Would you like to try the Speakspots x GuestPro integration at your hotel?
Speakspots offers a free 30-day trial at a hotel or accommodation to test the operational features with no obligation and no IT integration costs.
For further information, please contact our support team at soporte@guestpro.com.
