Most hotels still aren’t using WhatsApp for guest communication, let alone marketing. But is that a missed opportunity? Our latest report, The State of Data-driven Marketing in Hospitality, shows that only 12% of hotels include WhatsApp in their marketing strategy. Meanwhile, 63% either don’t use it at all or rely on it for operational updates. This represents a massive opportunity for properties to explore WhatsApp for guest communication.
In this article, you’ll learn how WhatsApp marketing for hotels builds guest loyalty and increases revenue opportunities.
Why Hotels Avoid WhatsApp Marketing
Although guest communication is evolving, the reality is that many hotels still rely on email or SMS, thinking WhatsApp is too risky or too “informal” for marketing. Yet, the hotels that are adopting it use it strategically to build stronger relationships and drive revenue naturally. They don’t spam, they drive loyalty with the right message at the right moment.
Relying on one single channel, like email, goes against the whole idea of personalization in hospitality, where guests should be allowed to choose their preferred channel as part of a basic personalized guest experience.
How Hotels Use WhatsApp for Guest Communication
Amongst the group that is using WhatsApp, many use it for several purposes across the entire guest journey, such as:
- Inviting guests to come down for breakfast
- Adding a quick “Is everything okay?” after check-in
- Requesting a review right after check-out
- Inviting them to the bar with a promo
- Allowing them to contact the front desk for any questions
The truth is, when used correctly, WhatsApp is a perfect tool for personalization and not just promotion.
What Are the Results of Using WhatsApp for Guest Communication?
Is the hype really worth it if we focus on the results? The answer depends on what your brand focuses on.
Hotels using WhatsApp are seeing the following results:
- Higher conversion rate than with email
- Higher open rate than with email
- More guest engagement, since it’s easier for guests to continue the conversation
- More conversations started by guests themselves
One of the most important benefits is that it allows hotels to send multiple messages about various topics without giving the impression of spamming guests. Different channels, different formats, different messages, and different opportunities.
How to Build Your WhatsApp Marketing Strategy for 2026
In our full report, The State of Data-driven Marketing in Hospitality, we’ve uncovered how hotels are using segmentation, personalization, data, and more.
If you want to see how your hotel compares, what the data says about channels and revenue impact, and get all the insights to plan your strategy, check it out.
WhatsApp marketing helps hotels connect with guests in a simple way. It builds trust and drives more bookings. Apply the insights and tips shared here to refine your strategy. Start now and reach your goals with stronger guest relationships.
Free Report: The State of Data-Driven Marketing in Hospitality
Hotel teams face rising pressure to deliver personalisation, guest connection, and consistency despite fewer staff and fragmented tools.
Through a global survey of 60+ professionals, this report reveals benchmarks, challenges, and insights into what “good” looks like and future directions.
Click here to download the report “The State of Data-Driven Marketing in Hospitality”.
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