To text a guest first, click the + button at the top of the conversation list. This opens the new conversation flow where you choose who to message.
Start typing a guest’s name, phone number, or room number in the search field. Hello Hotel searches your contact list and shows matching results. Select the contact you want to message.
If the guest is a known contact (synced from your PMS or added manually), their reservation details and status badge appear in the right panel as soon as you select them.
If the person isn’t in your contacts, enter their full phone number directly. Hello Hotel will create the conversation and show a minimal guest detail panel with just the phone number.
You can add them as a contact later from the guest detail panel — click Create Contact and fill in their name and any other details you have.
After selecting a contact or entering a number, the compose area appears at the bottom of the conversation thread. Type your message and press Send (or hit Enter).
Your message is sent as an SMS from your Hello Hotel number. The guest sees your property’s number as the sender — not your personal phone.
You don’t always need to start conversations manually. A new conversation is created automatically when:
A guest calls or texts your Hello Hotel number for the first time
An automation sends a message to a guest who doesn’t have an existing conversation
These conversations appear in your conversation list just like ones you start manually.
Use the conversation screen filters to avoid duplicates. Before starting a new conversation, check if one already exists — switch to All (instead of Open) to see closed conversations too. Starting a new conversation with someone who already has a thread creates a second thread.
Text before a guest arrives. Filter contacts by Future or Arriving status and proactively send check-in instructions or welcome messages. This is one of the highest-impact ways to use Hello Hotel.
Bulk messaging works too. If you need to text multiple guests the same message (like a weather advisory or event update), use bulk select from the contacts page instead of starting conversations one by one.
