Should hotels send pre-arrival messages by WhatsApp or email?
Both, for different jobs. Email suits confirmations, receipts and anything the guest may need to find again. WhatsApp suits conversations that need a reply. Across our portfolio, replies to pre-arrival conversations range from 33% to 79%.
Biteluxe · updated September 2026Each channel does the job it is best at.
Email is ideal for confirmations, receipts, itineraries and transactions the guest may need to find again. WhatsApp is stronger for conversations that need attention and a response. Structured forms collect information properly, and a web page gives guests space to look and choose.
When you need an answer.
A table for tonight, an arrival time, whether it is a birthday: questions like these get answered in a conversation. Across our portfolio, replies to pre-arrival conversations range from 33% to 79%.
The guest never has to think about it.
One journey can use several: the confirmation by email, the question on WhatsApp, a page to choose a treatment. The guest just sees the easiest route.
Follow-up questions
What about guests who prefer email?
They get email. The channel follows the guest and the job.
Is WhatsApp free for the guest?
Yes. Replying never costs the guest anything.
Other questions hotels ask.
What is the WhatsApp 24-hour window, and what does it mean for hotels?
Free replies for 24 hours after the guest's last message. Outside it, approved templates only.
Read the answerWhen should hotels send pre-arrival offers?
Between 24 and 72 hours before arrival. Positive response peaked at 51.2% the day before.
Read the answerHow do hotels message OTA guests who have no phone number?
Use the number where it is real, and ask for it at the first touch where it is missing.
Read the answerWhat are your guests trying to do that is harder than it should be?
Bring us the action, the brand, the awkward systems and the operational reality. We will shape the message for each channel and build the easiest route through them.
Show us where guests get stuck. Nothing to prepare. Sometimes the honest answer is that you do not need us.