Guest messaging software for hotels in one inbox
Answer every guest on the channel they choose, from one Console.
HiJiffy’s AI handles up to 90% of guest conversations, and the rest reach your team with full context.
2,600+ hotels in 65+ countries use HiJiffy’s Guest Communications Platform
When guest messages live in five places
Someone checks the WhatsApp phone at reception. Someone else logs in to the Booking.com extranet. Website chats go unanswered at night, and emails wait for the morning shift.
The same questions about parking, breakfast and check-in times are answered by hand many times a day. Meanwhile the guest who is actually unhappy waits in the same queue as everyone else. That is the problem guest messaging software solves for hotels.
One hotel messenger for every channel
HiJiffy brings every guest conversation into one inbox, with one history per guest. It connects with 100+ hotel systems, including your PMS, so the conversation knows who the guest is and when they arrive.
Your website and app
Your website chat answers visitors and guests at any hour.
The same chat can live inside your own app if you have one, with nothing new for guests to download.
WhatsApp, SMS and email
Hotel mobile messaging on the apps guests already have on their phone.
A guest who wrote by email last week and on WhatsApp today is the same guest, with the same history.
Booking.com, Expedia and Airbnb
OTA messages arrive in the same inbox as every other channel.
Booking.com and Expedia connect through their official APIs, so the AI answers them with no browser plugin and no copy and paste.
Instagram, Messenger and Telegram
Guests who find you on social media get answers there too.
Your team stops switching between phones, extranets and mailboxes and works from one screen.
Automation that knows when to hand over
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 in front of them.
Check-in is the most asked topic in guest messages, both before booking and during the stay. That comes from the guest messages HiJiffy hotels handle. Read “Where is the line?”, our guide to balancing AI and the human touch.
Secure AI: answers you can stand behind
Only your hotel’s verified information
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. When it cannot help, it passes the guest to your team instead of guessing.
See where every answer came from
The source behind each AI answer is visible in the Console. Reports show the questions the AI could not fully answer, so you know what to add.
Your guests’ languages
The AI understands more than 130 languages and replies in the guest’s language.
Prepared Teams: ready for the conversations that need a person
The right team for each request
The AI recognises what each conversation is about, such as reservations, housekeeping, the spa or transport, and directs it to the team that handles it.
Unhappy guests first
Sentiment and intent detection highlights unhappy guests and sensitive requests, so your team can see them first.
A suggested reply, ready to go
Each conversation arrives with the context and a suggested reply. Translation in the Console, plus AI tools that rewrite, shorten or change the tone of a reply, mean anyone on shift can answer well, even in their first week.
No website guest left without an answer
If a guest leaves your website before your team replies, the answer reaches them by email, and their reply comes back to the same conversation.
Direct Revenue: more bookings on your own channels
Website visitors become direct bookings
Web chat campaigns greet visitors based on where they came from and what they are looking at. The AI answers the questions that stand between them and a booking, before they leave for an OTA.
Messages that go out before guests ask
Guest Journey Campaigns on WhatsApp are triggered by real reservation events in your PMS: a welcome before arrival, the check-in link, offers during the stay and a thank-you after check-out. They run on pre-built flows you set up once, with open rates above 80%.
From the OTA to your own channel
Booking.com and Expedia guests get answers inside the OTA chat. A QR code in the room or at reception brings them into your hotel’s WhatsApp for the rest of the stay.
Unfinished bookings followed up
Booking Recovery sends a WhatsApp message to guests who started a booking in the chat and did not finish, when they left their phone number and gave consent.
For one hotel or a whole group
The same platform works for a single hotel and for a group with many properties.
Central updates
Each property keeps its own details.
An update made at company level reaches every property at once.
The right property
The AI knows which property the guest is asking about.
Each guest gets the answer for the hotel they booked.
Unlimited users
Unlimited users in the Console.
Each channel and property is visible only to the teams that handle it.
Reports for every level
The automation rate, how fast your team replies and conversations by channel and property.
Plus the bookings made through the chat.
88.4%
Automation rate
KING’s Hotels Munich
70%
Fewer calls with routine questions
Lake District Hotels
€733K
Chatbot-attributed revenue
GHT Hotels
82%
WhatsApp open rate
PortoBay Hotels
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.
Guest Journey Campaigns
The right message at each stage of the stay, triggered by your PMS and set up once.
AI hotel chatbot
How the AI answers visitors on your website, before they book and during the stay.
Guest messaging software: FAQs
What is guest messaging software?
Guest messaging software lets a hotel talk to guests on the channels they already use, such as the website, WhatsApp, OTA messages and social media, from one inbox. Good guest communication software also answers routine questions automatically, passes the rest to the right team with context, and sends messages before guests ask. HiJiffy does all three, with AI built for hospitality.
When you compare guest communication software, look past the channel list. Ask where the AI’s answers come from, whether your team can see the source of each one, and what happens when the AI does not know. Then ask how it connects to your PMS. A tool built for hotels should know who the guest is, when they arrive and which property they are asking about.
Is there one tool to manage guest messages across all channels?
Yes. HiJiffy brings website chat, WhatsApp, SMS, email, Booking.com, Expedia, Airbnb, Instagram, Facebook Messenger and Telegram into one Console. Booking.com and Expedia connect through their official APIs, so the AI answers those messages automatically, with no browser plugin and no copy and paste. When comparing the best guest messaging software, check this channel list first, because every missing channel means another login.
Setting up a guest messaging platform with every channel is work HiJiffy does with you. A dedicated onboarding specialist sets up your WhatsApp Business account, installs the website chat, connects your PMS and loads your hotel’s knowledge. Training is included, and the HiJiffy team monitors the first days after go-live, so your team starts with every channel already in one place.
What is a hotel messenger?
A hotel messenger is a messaging solution for hotels that lets guests chat with the property on their phone, before and during the stay. With HiJiffy, the guest uses the app they already have, such as WhatsApp or Instagram, and your team answers from one Console. The AI handles the routine questions, so reception only picks up what needs a person.
Guests do not need to download anything new. They write, or send a voice message, on WhatsApp, Instagram or Messenger, and the AI understands it and answers in text, in the guest’s language. Your team works from the Console in a browser or in the desktop app for Windows and Mac, so hotel mobile messaging is no longer tied to one phone at reception.
What is the difference between guest messaging and a hotel chatbot?
A chatbot answers questions, often on one channel. A guest communication platform like HiJiffy brings every channel together for your team, with the AI answering across all of them, sentiment highlights and suggested replies for staff, and campaigns that reach guests before they ask.
In a demo, ask to see what happens after the chatbot stops: how a conversation reaches your team, with what context, and whether the same AI answers on WhatsApp and Booking.com as on your website. Then ask to see a campaign triggered by a booking event in the PMS. Those answers tell you whether the tool covers the whole guest conversation or only the first reply.
Will guests know they are talking to AI?
Yes. Every conversation starts with a clear notice that guests are talking to AI, as the EU AI Act requires. HiJiffy adds it automatically on every channel, before the first AI reply, and your hotel’s own welcome message stays as it is. The assistant speaks in your hotel’s name and tone, and guests can ask for a person at any time.
On the website chat, guests see a badge that reads “You are chatting with an AI assistant”. On WhatsApp, SMS, Messenger, Instagram and the other automated channels, the line “This conversation may have messages generated by AI” appears before the first AI reply. The notice is fixed and needs no setup, so every property in your group shows it in the same way.
Does HiJiffy work with our PMS?
HiJiffy connects with 100+ hotel systems, including your PMS. The integration gives the AI real booking context, such as arrival dates and stay status, and triggers the Guest Journey Campaigns. If your PMS has no integration, reservation data can be uploaded as a CSV file.
Your onboarding specialist takes care of the PMS connection with you. HiJiffy asks for the details it needs and makes the connection on its side, so your team does not have to manage the integration. Once reservations come in, your team can find any booking in the Console by property, dates or reservation status.
How is guest data protected?
Communication through HiJiffy is encrypted and GDPR-compliant, and your hotel keeps ownership and control of its guest data. Your team decides what the AI knows, and the AI answers only from that verified information. SOC 2 certification is in progress. The full technical and security details are on the HiJiffy security and compliance page.
Access is controlled inside your own team too. Each Console user has a role, from agent to admin, that decides which menus they can open. Logins can be protected with two-factor authentication, and a login from an unusual location sends the user an email alert with a link to reset the password. Your hotel decides who on the team sees what.