Guest journey automation for hotels
Send every guest the right message at each stage of the stay, without your team sending it by hand.
Guest Journey Campaigns are triggered by real reservation events in your PMS, set up once and run on their own.
2,600+ hotels in 65+ countries use HiJiffy’s Guest Communications Platform
Messages your team has no time to send
Every hotel knows what it should send: a welcome before arrival, the check-in link, an upgrade offer on day one, a thank-you after check-out.
In practice, the front desk is busy, pre-arrival emails go unopened and the upsell is never offered. Guests arrive with the same questions, and you only hear about a bad stay when the review is already online. Guest journey automation sends those messages for you, on the channel guests read.
Reliable Automation
and Engaging Campaigns
Across the Full Guest Journey
Capture revenue and nurture relations with guests across different channels, without needing to expand your marketing team.
Answering FAQs
Conversational AI built for hospitality helps travellers and your guests quickly find the information they’re looking for, making their experience more enjoyable.
Chat-based booking
An AI virtual assistant makes booking simple, walking travellers through the process step-by-step.
Automated Booking Recovery
When a guest starts a booking in your chat, leaves a phone number and consent, and does not finish, HiJiffy follows up automatically on WhatsApp.
Webchat pop-up campaigns
Set up automated notifications on your website to boost conversion rates. With tailored alerts, you can connect with travellers at the right moment.
Lead generation
Collect contact details from potential guests to send them personalised offers at just the right time.
Welcome message
Send automated messages before, during, or after check-in to create a smoother, more enjoyable guest experience.
Digital check-in
Save time at reception by connecting your PMS to offer pre-check-in forms to your guests. Send guests their room key on WhatsApp through your digital key provider.
Loyalty programme promotion
Encourage your guests to join your loyalty programme by highlighting the benefits through channels they use every day, like WhatsApp, email, and SMS.
In-house assistance
An AI-powered virtual concierge handles guest requests during their stay and efficiently directs them to the right team if necessary.
Upsell and cross-sell campaigns
Send personalised, automated campaigns to your guests to boost revenue from upselling and cross-selling.
Satisfaction surveys
Get clear, honest feedback by sending guest surveys during their stay and address any concerns in real-time.
Check-out campaigns
Simplify your check-out process with automated messages that save time and keep things running smoothly.
Guest reviews campaigns
Collect reviews by sending automated messages to your guests. Use them internally or share them on platforms like TripAdvisor and Google to boost your visibility and reputation.
Thank you message
Send a personalised message to your guests as they check out to leave a lasting positive impression and encourage them to return in the future.
Loyalty programme updates
Remind your guests of the perks and benefits they get through your loyalty programme to encourage them to book with you again.
Promotional campaigns
Bring your past guests back with tailored, irresistible offers designed specifically around what they love about your hotel.
Personalised, without extra work
Each message is triggered by the guest’s own booking: arrival date, room type and stay status, straight from your PMS. A guest who checks in gets the in-stay message. A guest who is leaving tomorrow gets the check-out details. Nobody on your team has to pull a list or press send.
This is what a digital guest journey looks like in practice: the guest gets what is relevant to their stay, and your team only steps in when it matters.
Automate routine, protect what matters
HiJiffy’s AI handles up to 90% of guest conversations, and the rest reach your team with full context.
Not every message should be automated. Questions with one right answer, like breakfast times or parking, are handled by AI around the clock. Complaints and special requests go to your team fast, with the full conversation and context, so they can act. Read “Where is the line?”, our guide to balancing AI and the human touch.
Secure AI: every reply to a campaign answered correctly
Only your verified information
When a guest replies to a campaign, Aplysia, HiJiffy’s AI built for hospitality, answers from the knowledge your hotel has checked. Guardrails stop it from inventing a policy or an amenity.
See the source
Your team can see where each answer came from. Reports show the questions the AI could not fully answer.
One update for the whole group
For hotel groups, an update made at company level reaches every property, so every campaign reply stays consistent.
Prepared Teams: your staff knows who needs them
The right team for each request
The AI recognises what a reply is about and directs it to the team that handles it, with the full conversation and a suggested reply.
Unhappy guests while they are still with you
Sentiment and intent detection highlights guests who need attention during the stay, so your team can act before check-out.
Translation in the Console
Your team can read and answer guests in their own language.
Guest experience automation any hotel team can run
Ready-made flows
Pre check-in, check-in, during the stay and a post-stay feedback form come ready, created for many properties in one go. Add upsell, review request and Booking Recovery when you want them.
250+ campaign ideas
The Campaigns Library has more than 250 ready-to-use messages across the guest journey, in three tones of voice.
One-off messages too
Upload a list of guests and send a single WhatsApp message on the date you choose, for an event, a closure or a special offer.
You stay in control
You choose which campaigns run and when. Every reply reaches the same inbox as the rest of your guest conversations. HiJiffy connects with 100+ hotel systems, including your PMS.
82%
WhatsApp open rate
Paradise Resort Gold Coast
35.7%
WhatsApp upsell conversion
Kabannas
3.5x
More bookings from chatbot campaigns
Hôtel l’Élysée Val d’Europe
$1.6M
Direct bookings attributed
AutoCamp
PROOF FROM HOTELS
Results from hotels using HiJiffy
Hotels, resorts and groups use HiJiffy to answer guests on every channel and give their teams time for the moments that need a person. HiJiffy’s AI handles up to 90% of guest conversations automatically.
Keep exploring
A hotel concierge app guests do not need to download
See what the guest sees: the concierge on WhatsApp, on your website and inside your own app.
WhatsApp for hotels
Answers at any hour and campaigns on each booking event, from one number and one inbox.
Digital check-in that guests complete
Send the online check-in link where guests read their messages and answer their questions on the spot.
Guest journey automation: FAQs
What is the hotel guest journey?
The hotel guest journey, or hotel customer journey, is the path a guest follows with your hotel: finding you and booking, the pre-stay phase before arrival, the in-stay phase, departure and the post-stay phase. Each stage is a chance to help the guest, answer questions before they become problems and earn more from the stay through upgrades and extras.
To see where your hotel customer journey loses value, look at three moments: website visitors who ask a question and then leave, guests who arrive without checking in online, and stays where nobody offered an upgrade. Each moment has a message that helps: an answer in the website chat, the check-in link before arrival and an offer during the stay.
What is guest journey automation?
Guest journey automation means sending the right message to each guest at each stage automatically, based on their booking in your PMS and their behaviour on your website. With HiJiffy, the messages go out on WhatsApp, web chat, Booking.com messages or SMS, and when a guest replies, the AI answers from your verified information or passes the conversation to your team.
HiJiffy prepares the automation with you. During onboarding, your specialist sends you the default campaigns, such as check-in, check-out and feedback, to approve or adjust. Every first WhatsApp message to a guest uses a template approved by Meta. Your team reviews the wording once. From then on, each message goes out on its own when the booking reaches that stage.
Which solutions offer guest journey automation from inquiry to review?
HiJiffy covers the whole path on one platform. Web chat campaigns and the AI handle the first inquiry on your website. WhatsApp campaigns triggered by your PMS cover pre-stay, check-in, the stay and check-out. After the stay, a neutral message asks for feedback and a review. Every reply lands in the same Console, so your team sees the full story of each guest.
When you compare solutions for guest journey automation from inquiry to review, ask to see one guest followed from start to finish: the website chat before booking, the WhatsApp welcome, a request during the stay and the post-stay message. If each stage runs in a different tool, your team loses the history between them. Ask also who sets the flows up and who checks them after go-live.
Which channels do the campaigns use?
Web chat before the booking. WhatsApp before and during the stay, with images, short videos and buttons guests can tap. Booking.com messages for Booking.com guests who did not share a phone number, for reservation messages only. SMS for short practical messages, such as the check-in link, and for upsell in the US and Canada, with the guest’s consent.
Whatever the channel, the guest’s reply comes back to the same Console, next to every other conversation. If a guest answers a WhatsApp campaign with a voice message, the AI understands it and replies in text, in the guest’s language. When a reply needs a person, it reaches your team with the full conversation, so nobody has to ask the guest to repeat anything.
Do we need marketing skills or a long set-up?
No marketing team is needed. The core flows come ready and can be created for many properties at once, and the Campaigns Library gives you more than 250 ready-to-use messages. Your team picks what to run and when. If your PMS has no integration, reservation data can be uploaded as a CSV file.
HiJiffy has the setup structured on its side. A dedicated onboarding specialist connects your PMS, sets up your WhatsApp Business account and prepares the default campaigns for your approval. Training is included, and the HiJiffy team monitors the first days after go-live. After that, our customer experience team follows your hotel personally, so the campaigns keep running well.
Will guests see these messages as spam?
Campaigns are about the guest’s own stay and go out from your hotel’s WhatsApp business number. Promotional messages, such as upsell offers and Booking Recovery, go only to guests who gave their consent. Your hotel chooses every campaign and keeps ownership and control of its guest data. Communication through HiJiffy is encrypted and GDPR-compliant.
Keep the number of messages low and tie each one to a moment in the stay. A short set covers most of it: a welcome with the check-in link, one message during the stay, check-out details and a thank-you. The campaigns overview shows the messages sent in any period, so you can keep an eye on how much your guests receive.