Hotel texting service

Delivering a world-class stay and incredible customer service starts with good communication. Textline’s hotel messaging software equips hospitality businesses with the convenience and efficiency of SMS to enhance guest communication and generate more bookings.
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Why hotels need to text

The average hotel guest picks up their phone several times a day — not to check emails or answer calls — but to read text messages and notifications. In fact, the average text message is read within three minutes of delivery, making SMS a quick and reliable way to reach guests.

It's simple to streamline guest communication with a hotel texting software. You can share booking confirmations, room upgrade eligibility, or ask guests to text a number for cleaning requests. Textline gives you the tools you need to set up an effective guest communication strategy for your hotel operation.

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Benefits of hotel text messaging

Smooth guest support 

Enhance your hotel’s customer service and guest relations with SMS. Textline’s SMS tool for customer support helps you engage in real-time, two-way conversations with guests. You can set up a text support system to resolve booking issues or answer common questions.

Convenient guest communication

Offer guests the ability to text wherever they are on your hotel grounds. Let them text in requests for more towels or room service. Texting provides a convenient option for guests to communicate with your staff.

Book more rooms

Hotels can use SMS to promote room rate discounts or confirm hotel stays. Both of these use cases can be helpful in filling more rooms.

Improved staff efficiency

Help your team manage their workloads and keep guests happy by using internal staff SMS. You can use texting to streamline job assignments to staff, share important memos, or let them know when rooms are ready to clean. 

Personalized experiences

SMS can be highly personalized. Our hotel messaging service lets you easily refer to guests by their first name, send birthday messages, and more. Personalized communication can lead to better guest experiences.

Hotel SMS examples

Here are text message examples to show how both large and boutique hotels can use text messaging to delight guests and improve internal communication.

Booking confirmations

<span class="chat-bubble"><span class="chat-bubble__text">Hi Mika! Your stay at the Fairmont Orchid is confirmed for 11/1/2023 to 11/5/2023. Your confirmation code is UF78AD.</span>

Booking reminders

<span class="chat-bubble"><span class="chat-bubble__text">Hey Amber! Your upcoming stay at Hilton Garden Inn in Chicago starts on 8/17. View parking information here:</span>

Room upgrade text

<span class="chat-bubble"><span class="chat-bubble__text">Hi Siri. Why wait? Upgrade your stay at The Plaza to a Premium King for just $50 a night. The discount lasts for 24 hours. Reply to claim.</span>

Informational text

<span class="chat-bubble"><span class="chat-bubble__text">Hi Sandy! We’ll see you soon at the Pendry Hotel. Remember that check in is at 3pm and check out is 12pm.</span>

Room rate discount

<span class="chat-bubble"><span class="chat-bubble__text">Book your stay at any Marriott location in the next 4 hours and claim a 20% off room rate discount with code STAY123.</span>

Hotel event promotion

<span class="chat-bubble"><span class="chat-bubble__text">Attention guests! Our happy hour is from 4-6pm today in the grand ballroom. Stop by for BOGO drinks.</span>

Holiday event promotions

<span class="chat-bubble"><span class="chat-bubble__text">The Westgate Hotel Restaurant will offer a 3-course prix fixe menu on Thanksgiving stacked with fan favorites 🥧 Reserve a table:</span>

Welcome messages

<span class="chat-bubble"><span class="chat-bubble__text">Welcome to the Hilo Hawaii Hotel! If you need anything during your stay, please feel free to call or text us at this number.</span>

Survey request

<span class="chat-bubble"><span class="chat-bubble__text">Hi Olivia! Your feedback is so important to us. Would you mind filling out a 2-question survey about your stay at the Warwick?</span>

Review request 

<span class="chat-bubble"><span class="chat-bubble__text">Hi Martin! We’re happy you enjoyed your stay at the Delafield Hotel! Would you be willing to write us a Google review? These are so vital for our boutique hotel.</span>

Staff memo

<span class="chat-bubble"><span class="chat-bubble__text">Hi team! This is a reminder that the Bugs Be Gone Conference will be taking place tomorrow in the Grand Meeting Room. The hotel may seem busier than normal.</span>

Staff job assignment

<span class="chat-bubble"><span class="chat-bubble__text">Hi Poppi! Room 243 just checked out. It’s ready to be cleaned when you have a moment.</span>

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Stats to back hotel texting


of Americans own a cell phone. — Pew Research Center


of texts are opened. — CTIA


of hotels plan to add a mobile messaging solution in the next year. — Statista

Rapid and hassle-free phone number registration for hotels

Hotels wanting to text guests or employees must first register their phone numbers. Mobile carriers implemented this registration requirement to cut spam text messaging. Hotels must submit information about their brand and SMS use case to register.

Although it may seem cumbersome, Textline makes registration quick and simple. Hotels that choose Textline as their SMS provider can register their phone numbers in the app. Textline customers just need to fill out our built-in compliance form. Textline handles the rest, including form submission. Tap Textline for a stress-free SMS registration process.

Another perk of choosing Textline is that you can test the platform while waiting for approval. This gives you time to set up your SMS campaigns, create text templates, and test different automations.

How to use our hotel messaging system

Room service and guest dining

You can use an SMS service for restaurants to streamline food ordering and reservations. Let guests text their order or request a reservation at your on-site restaurant. Our platform keeps records of communication so you don’t forget what your guests requested. 

Booking confirmation texts

Send a booking confirmation via text to give guests peace of mind. You can include any relevant links and important details.

Booking reminder texts

Share a room reservation reminder with guests that will arrive at your hotel in the next week. In this reminder text you can share directions, parking information, or important check-in information.

Promotional messages

Use SMS marketing software to send promotional offers to your contacts. You could share a limited offer for a VIP room or a hotel-specific discount for popular nearby activities. Sending promotional offers is an effective way to draw in interested guests. 

Upsell opportunities

Use a text message to upsell guests on discounted room upgrades or activities going on around the hotel.

Manage guest questions or requests

Set up a phone number that guests can text to ask questions or request services. For example, you could ask guests to text for new towels or to request a room refresh.

Welcome messages

Welcome guests to your hotel with a text message after they check-in. You can provide a downloadable map or share must-know events with them.

Request reviews

Third-party reviews are critical for success in the hotel industry. Luckily, you can easily collect more reviews using our hotel texting service. Send a personalized message asking for guests to review your hotel after their stay. 

Send staff notifications

Many hotels use SMS for internal communication. Housekeepers and maintenance staff are usually spread out across the hotel grounds, making it hard to reach them via email. Instead, hotels use SMS to send timely notifications and keep these team members informed.

<span class="text-center">SMS compliance for hotel text messaging</span>

Every hotel wants secure data and compliant communication. To effectively communicate via SMS, hotels and hospitality businesses must keep up to date with changing industry regulations and understand the Telephone Consumer Protection Act. Under the TCPA, businesses must collect consent to text their customers and honor opt outs.

Textline takes data security and compliance seriously. There’s a reason we’re the most secure business texting platform available. We offer helpful SMS compliance resources and help customers get their phone numbers properly registered.

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Why hotels can trust Textline

Textline has been very helpful for us and our team! Textline is very organized and easy to use, and the layout is clean and simplified. It is simple to operate with multiple users, and we're able to delegate and resolve conversations with little difficulty.

— James T., Trustpilot

Why did we wait so long? We are now reaching clients that would not respond to a telephone call or an email. Wish that we had started to use this program years ago.

— Vicky C., Trustpilot

Textline has been a great resource for our company to track communication with our field crew members.

— Elizabeth L., Trustpilot
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Additional resources for hotels

Enhance communication with Textline integrations

Merge Textline with top hotel management tools to offer guests personalized SMS concierge services, booking confirmations, and special offers. Textline’s Zapier integration allows businesses to connect to thousands of third-party applications with ease.

View all integrations
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Get started with hotel SMS marketing

Equip your hotel with a modern and convenient way to communicate with guests by using an SMS service like Textline. Our business texting platform is easy to use and designed for hotels like yours. Get started with Textline to send hotel-wide announcements, build customer relationships, and better manage day-to-day tasks in your hotel.

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Still have questions? Text us: +1 415-849-4349 or contact us here.