Modern Communication For a Modern Hotel
Modern guests don’t want to rely solely on the phone in their room or by visiting reception. They expect a simple, seamless way to communicate with the hotel from the moment they book, through arrival, during their stay, and even at checkout—using the channel or external OTA that’s most convenient for them. Whether it’s WhatsApp, Airbnb, Booking.com, email, or live chat, guests expect quick, clear responses and the freedom to choose their preferred platform.
This shift in guest behavior means hotels must adapt to meet these expectations. Duve’s Communication Hub centralizes all guest communication into one unified inbox, regardless of channel. This ensures hotel teams can respond quickly, personalize service, and never miss a message—no matter where it comes from.
To better understand how guests communicate, we analyzed thousands of guest interactions across Duve properties using internal Business Intelligence data. Here are six key trends, expressed as percentages of total messages, that every hotel should know.
1. WhatsApp is the #1 Guest Messaging Channel
Our data shows that WhatsApp accounted for 50.2% of all guest messages. This reflects WhatsApp’s massive global adoption, with penetration rates around 40% worldwide, making it a channel guests everywhere are already comfortable using.
Tip: While WhatsApp is the most-used channel, every guest has their own communication preference, whether that’s chat, email, or an OTA inbox. Use a system like Duve’s Communication Hub that adapts to each guest’s preferred channel and manages all conversations in one place, ensuring you meet guests where they are while never missing a message. And, with Duve’s Communication Hub, customers receive a branded Whatsapp number as well as branded communication templates, allowing for truly personalized communication experiences.
2. Messaging Spikes at 2 PM (UTC)
Guest communication isn’t evenly distributed throughout the day. In fact, our analysis found that message volume peaks at 14:00 UTC. The majority of messages are sent between 08:00 and 16:00, which aligns with check-in timelines and guests’ active hours.
Tip: Ensure you have staff or AI tools available to respond during peak hours. Quick responses during these times can directly impact guest satisfaction. Additionally, review frequently asked questions so you can be proactive with ready responses.
3. OTA Guests Quickly Migrate to WhatsApp
While many guests book through OTAs like Booking.com or Airbnb, our data shows that once they connect with the hotel, most conversations shift to WhatsApp. This suggests that guests prefer faster, more personal communication once they’ve engaged directly with the property. It also gives hotels the opportunity to move conversations into an owned channel, improving control over the guest relationship and reducing OTA dependence.
Tip: For OTA bookings, you may not have the guest’s WhatsApp number right away. Encourage them to complete Duve’s Online Check-In as soon as the booking is confirmed. Proactively offer to continue the conversation on a faster, more personal channel. This not only improves guest satisfaction but also creates a direct communication path you control.
4. Most Messages Are Sent Close to Arrival
It’s no surprise that message volume spikes as check-in approaches. Messages sent on the day of check-in made up 24.9% of all communications, followed by one day before and one day after.
5. Guests Don’t Just Send One Message
While many guests send a single message, the majority engage in multiple conversations. In our data, over 36% of guests sent two or more messages before or during their stay.
Tip: Storing complete message histories in a centralized hub ensures any team member can pick up the conversation seamlessly, giving guests a consistent experience without having to repeat themselves.
6. Most Guest Questions Are About Reservations and Amenities
When looking at what guests most frequently ask the AI assistant, the top categories were reservation information (12.9%), amenities (7.2%), new reservations (7.0%), complaints (6.0%), and housekeeping (5.7%).
Tip: Automating responses to high-volume questions such as reservation details or amenities frees staff to handle complex requests and ensures guests always receive quick, accurate answers.
Why Centralized Communication Matters
Today’s guests are active, multi-channel communicators who expect fast, seamless, and personalized responses. Centralizing these conversations in one place reduces staff workload, improves efficiency, and ensures no message is ever missed.
The data makes it clear: centralizing communication isn’t just efficient, it’s essential for delivering the level of service modern travelers demand.
Duve’s centralized communication hub makes managing all of your guest questions and requests simple. Book a demo to learn how it can support your staff.
About the author
The Duve team comprises hospitality experts specializing in guest experience personalization, operational optimization, and innovative hotel technologies. With deep industry knowledge, they help hospitality providers elevate service, enhance satisfaction, and drive growth.