Web chat puts a Hello Hotel chat widget on your hotel's own website. A visitor can ask a question without picking up the phone, and the conversation lands in the same shared inbox as your calls and texts — same thread, same team, nothing separate to check.
You'll need someone who can add a small piece of script to your website. That's usually whoever manages your site — a web developer, your marketing agency, or your website platform's admin.
Go to Settings → Web Chat.
Work through the setup cards on the page. They walk you through the widget's appearance and behavior, and a live preview shows your changes as you make them.
Copy the script snippet, which includes your publishable key.
Paste it into your website's HTML, just before the closing </body> tag, on every page where you want the widget to appear.
The widget loads in an iframe, so it won't interfere with your site's own styling or scripts.
A visitor's conversation arrives in your shared inbox next to calls and texts. Your team replies from the same place they reply to everything else — there's no separate web chat console to monitor.
Staff replies chime once each, rather than repeating while the conversation stays open.
When a visitor asks about availability, the widget can show them real rooms — not just a rate quote.
Each result includes:
Room images
Multiple rates for the same room
A direct booking link carrying accurate pricing
This means a visitor can go from "do you have anything for Friday?" to a completed reservation without leaving the conversation. The rooms, rates, images, and links all come from your Mews booking engine, so what the widget shows is what your booking engine would quote.
Web chat has a kill switch. You can disable the widget from Hello Hotel without touching your website or asking anyone to remove the script — useful if you need to pause it outside of staffed hours or while you're making changes.
Standard embed only. The widget installs as an iframe via the script snippet. There aren't alternate embed formats.
Room search needs Mews. Without a Mews connection, the widget still works for conversations — you just won't get live room results.
The AI can answer on its own. If you turn on AI mode, the AI replies to visitors directly, without a staff member reviewing first. See How Web Chat AI Mode Works before enabling it.
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].
