SMS Module

How does the SMS and WhatsApp Module work?

BookingCenter's SMS and WhatsApp module allows a property to use SMS or WhatsApp (ie, 'messaging') to both communicate to Guests and automate important functions of property management.  The messaging feature is a recommended part of the Self Check-in and Check-out process, as notification via messaging is immediate and more reliable than email - vital for a guest wishing to access their room, or to check out and immediately notify Housekeeping staff.

There are numerous times when an SMS is more appropriate than email, print, or fax.  For instance:

• When the desk is closing and you wish to notify a late-arriving guest important info.
• To notify an in-house Guest of a service or appointment.
• When transportation directions or maps are needed to communicate to a mobile Guest.

Literally hundreds of situations can be improved having MyPMS communicate quickly and concisely using pre-crafted SMS message 'Letters'.

BookingCenter brings SMS and WhatsApp to your property in 3 different ways:

1-Way Messaging

Inexpensive and ready-to-use with no phone number or WhatsApp business registration required.  Your PMS sends automated messages based on events you decide -  SMS replies get routed to your email. This solution is inexpensive, as it uses a 'short code'. as the sender of the message, not a dedicated hotel number  Ideal for properties that don't want a lot of back and forth texting.  Send messages manually (free form texting) or via 'Auto Letters' based on events such as 'x days before arrival' or 'upon checkin' to the room.  The solution is inexpensive ($30/mo for most customers) and doesn't require additional communication channels for your staff to manage. 

2-way bi-directional messaging

Receive a dedicated 10-digit number to enable 2-way messaging for SMS and WhatsApp.  For younger customers who prefer to interact via messaging, as opposed to phone and email, this 'reply' system enables customers to SMS/WhatsApp to your published number, as well as reply to your SMS/WhatsApp messages. A 'dashboard' inside the PMS and our iOS/Android 'BookingCenter' MyGuest app notifies the right staff when message(s) arrive.  Most messages will be automatically assigned to the right Booking (if a Guest made a booking) as we keep the 'conversation' linked to the right Booking. Thus, staff can review and reply to all messages inside the app, on the web, or from the specific booking.  The system switches between SMS and WhatsApp based on guest preferences. Pre-crafted replies to common questions - which can be automatically inserted into a reply, such as "Yes we allow pets to stay for a $25/night fee" - make this Ideal for properties who wish to easily make messaging part of their culture.

AI 'Agent' messaging

Our Artificial Intelligence (AI) 'chat Agent' works from pre-booking through guest check-out.   There are three ways to access the 'AI Agent' we establish for your property:

1. A phone number so that interaction occurs via SMS, WhatsApp, or the chat interface - powered by the AI agent. 
2. A widget that BookingCenter installs on your website or your 'concierge' page that works via the web.
3. An AI MCP profile that allows AI Agents to find and book your property via AI systems.  More and more travel booking are - and will be occurring - via AI Agents such as ChatGPT, Gemini, OpenAI, Perplexity, etc.  BookingCenter offers a seamless way to join the AI marketplace from your PMS, and automate queries in 17 languages at the same time.  Inexpensively  

Your AI Agent can communicate in 17 languages 24 x7.  The AI Agent is trained on your profile (of which BookingCenter knows quite a bit and we learn more during setup!) so that guest questions are answered by the AI agent automatically.  An integrated dashboard allows data analysis, as well as the ability to 'escalate' emergencies or human interference with the record of the chat. This new tool also brings additional business via the MCP: Model Context Protocol.  MCP is the 'agentic' protocol that responds to queries by ChatGPT (and Gemini coming shortly) to 'see' your property, learn about your policies/amenities/activities, and query rates and availability from BookingCenter (which you allocate and track via your Agent allocation tools) to make bookings. Without the guest ever visiting your website or an OTA.   Thus, besides communicating via SMS and WhatsApp to Concierge requests, this AI Agent also creates new demand from AI 'agents' searching for lodging in your market. Take advantage of both a messaging-based Concierge and this new booking channel to transform the guest relationship - and find new guests's via AI agents. 

Ask us how we can enable industry-leading communication that meets your budget and needs.