Your Hello Hotel 10DLC campaign is registered as Customer Care / Reservation Updates, which covers the transactional and service messages that hotels send day to day. But not all types of messages are allowed under this campaign type. Here's what's in bounds and what's not.
Your campaign covers messages related to guest service and hotel operations:
Reservation confirmations — "Your reservation is confirmed for April 20th. Check-in is at 3 PM."
Check-in and check-out instructions — door codes, parking info, key pickup details, checkout reminders
Responses to guest questions — anything a guest texts you about (directions, amenities, late check-in, restaurant recommendations)
Operational updates — weather alerts, construction notices, Wi-Fi info, pool hours, anything that affects the guest's stay
Post-stay follow-ups — "Thanks for staying with us! Let us know if you need anything."
Automated messages — check-in reminders, welcome messages, and other automations triggered by reservation events
The general rule: if the message is about a specific guest's stay or is responding to something the guest initiated, it's covered.
These types of messages are not covered by the Customer Care / Reservation Updates campaign type:
Marketing and promotional messages — "Book your summer getaway! 20% off this weekend only." Promotional texts require a separate campaign registration with a Marketing use case.
Sales blasts to past guests — Texting your entire guest database about a special offer or new amenity is promotional messaging, even if they stayed with you before.
Newsletter-style updates — Seasonal announcements, event calendars, or "what's new" roundups sent to large lists are promotional.
Third-party promotions — Messages promoting partner businesses, local attractions' paid offers, or affiliate deals.
Messages to people who haven't stayed with you — Cold outreach to leads, purchased contact lists, or scraped phone numbers is never permitted under any campaign type.
Some messages feel like they could go either way. Here's how to think about it:
"We just added a hot tub — wanted to let you know for your upcoming stay!" — This is fine. It's a service update relevant to a guest with an active reservation.
"We just added a hot tub — book your next stay and try it out!" — This is promotional. You're soliciting a new booking, not servicing an existing one.
"Your checkout is tomorrow at 11 AM. Would you like to extend your stay?" — Fine. This is an operational message related to an active reservation.
"It's been a while since your last visit! Come back and enjoy our renovated rooms." — Promotional. You're re-engaging a past guest for a new booking.
The distinction is: are you servicing a current interaction, or trying to generate a new one?
Carriers monitor messaging patterns. If your messages look promotional under a Customer Care campaign:
Individual messages may be filtered. The carrier silently drops the message — the guest never receives it and you may not get an error.
Your trust score may be lowered. This reduces your messaging throughput, making all your messages slower to deliver.
In extreme cases, your campaign could be suspended. This would block all outbound messaging until the issue is resolved.
These consequences are enforced by carriers, not by Hello Hotel. We don't monitor your message content, but carriers do use automated pattern detection.
Hello Hotel's campaign registration is set up specifically for hotel customer care — not marketing. This is by design. Your campaign type (Customer Care / Reservation Updates) is built for the service-oriented texts that help you run your hotel and take care of your guests.
Promotional messaging (special offers, re-engagement campaigns, seasonal promotions) requires a completely different campaign type with stricter requirements: explicit opt-in from each recipient, clear disclosure of message frequency, easy opt-out in every message, and heavier carrier scrutiny.
Marketing campaign support is something we're actively working on. You can follow the progress and vote for it on our product roadmap. In the meantime, do not send promotional content through your current campaign — it puts your registration at risk.
When in doubt, keep it service-oriented. Frame your messages around the guest's current stay or reservation, not around generating new business.
Automated messages are fine as long as they're transactional. A check-in reminder triggered by a reservation is exactly what this campaign type is for. An automated "book again" text sent 30 days after checkout is not.
One-to-one replies are almost always fine. If a guest texts you and you reply, that's a conversation — not a campaign. The restrictions mainly apply to messages you initiate, especially at scale.
Keep an eye on your message content. Avoid phrases that sound promotional: "limited time," "special offer," "discount code," "book now." Even in legitimate service messages, these phrases can trigger carrier filtering.
