Guest messaging · SMS & in-app

SMS & in-app messaging for hotel guests

HotelGenie SMS and in-app messaging gives your property instant, two-way communication with guests — one guest, a group, a section of the hotel or everyone on property at once.

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Hotel guest SMS and in-app message conversation with staff on HotelGenie

Reach exactly who you need

One message, the right audience

Target a single guest, a group or the whole property from the same platform — no separate tools for one-to-one service and mass notification.

Individual

One-to-one guest messaging

Answer a question, confirm a request or follow up on service with a direct message to a single guest.

Group & section

Groups and areas of the hotel

Message a defined group or only the guests in a specific section of the property, so updates stay relevant to the people who need them.

Everyone

Property-wide broadcast

Send one message to every guest at once — from routine announcements to emergency broadcasts.

How it works

From message to response in moments

Step 1

Pick the audience

Choose an individual guest, a group, a section of the hotel or every guest on property.

Step 2

Send by SMS or in-app

Your message goes out instantly as a text or an in-app notification, depending on how the guest is connected.

Step 3

Guests reply their way

Guests reach staff by phone or by text, whichever they prefer — and requests are routed to staff mobile devices.

Two-way guest communication

Meet guests on the channel they already use

Not every guest wants to pick up the room phone. HotelGenie lets them text instead, while your team handles every conversation from one platform alongside calls and service requests.

Instant communication between your property and your guests
Individual, group, section-based or property-wide messages
Guests choose phone or text to reach staff
Guest requests and calls delivered to staff mobile devices
Emergency broadcast to every guest from the same tool

Illustration of two-way text communication between hotel guests and staff

FAQ

Guest messaging questions

What is hotel SMS and in-app messaging?

Hotel SMS and in-app messaging lets a property send and receive messages with guests by text or through an app. HotelGenie provides instant two-way communication between your team and your guests from the same platform that handles calls and service requests.

Who can we send messages to?

HotelGenie can message an individual guest, a group, the guests in a specific section of the hotel, or every guest at once. That covers everything from one-to-one service follow-ups to property-wide announcements.

Can guests text the hotel instead of calling?

Yes. With HotelGenie, guests can reach staff by phone or by text, whichever they prefer. Guest service requests and calls can be sent directly to staff mobile devices.

Can messaging be used for emergency notifications?

Yes. HotelGenie messaging supports emergency broadcast messages to all guests in addition to everyday individual and group messages. For staff-side emergency alerting, HotelGenie also offers a dedicated Emergency Alert module.

What is hotel two-way texting?

Two-way texting lets guests text the hotel and get a reply by text, the same way they message anyone else. With HotelGenie, guests choose to call or text, their requests are routed to staff mobile devices, and your team handles every conversation from the same platform as calls and service requests.

What is a guest notification system?

A guest notification system sends announcements and alerts to guests. HotelGenie sends SMS or in-app notifications to one guest, a group, the guests in a section of the property or everyone at once, from routine updates such as pool closures to emergency broadcasts.

Is guest SMS a good fit for small hotels, inns and B&Bs?

Yes. Texting often helps most at smaller properties, where a few people cover the desk, the phones and guest service at once. Guests can text instead of calling, and staff answer from their mobile devices instead of being tied to the front desk.

Choosing a hotel guest messaging platform

Do guests need to download an app to message the hotel?

No. Guests text from their own phone by SMS, or use the HotelGenie guest app, which opens from a QR code or link with nothing to install.

Who on our team answers guest messages?

Guest texts, calls and service requests are routed to the right staff mobile devices, so the team handles every conversation in one place instead of a separate texting tool.

Can an AI concierge answer routine guest messages?

Yes. The HotelGenie AI concierge takes guest requests by phone, text, app or Alexa and routes each one to the right team, tracked until it is done.

Related: Guest app · AI concierge · Integrations

Ready when you are

Talk to every guest, instantly.

See HotelGenie SMS and in-app messaging in action in a personalized demo.

Request a demo Call (702) 820-1400