Texting Guide for Hospitality

Hospitality runs on timing, clarity, and service. Guests expect quick confirmations, simple options, and helpful reminders. TextUs helps hotels, resorts, and venues coordinate front desk, concierge, housekeeping, and F&B with concise, personal SMS that scales.

How TextUs Fits Hospitality Workflows

Hospitality teams use TextUs Campaigns to reach guests, groups, and staff with short messages that move plans forward. You can attach PDFs or images like welcome guides, property maps, menus, spa brochures, or event schedules so guests can act without checking email.

Keywords such as CONFIRM, UPGRADE, LATE, or MENU route replies into Sequences that acknowledge intent and share the next step automatically.

Replies arrive in the Shared Inbox, where front desk, concierge, and events can assign owners and respond with Templates. Integrations with your PMS or CRM log message activity to the guest profile for easy reporting.

Inside TextUs, you can view deliveries, replies, and clicks, then export CSVs to connect texting with check-ins, upsells, and satisfaction scores.

What to Set Up First

Connect your PMS or CRM so contacts, lists, and messages sync automatically. Register 10DLC numbers for the brand and keep opt-out handling active so STOP and UNSUBSCRIBE are processed. Align with legal on approved topics, quiet hours, and attachment types.

Create Templates for high-volume scenarios: booking confirmations, early check-in offers, late arrival coordination, amenity upsells, and post-stay surveys. Assign Shared Inbox coverage by shift so someone always owns guest replies.

Build focused segments such as Arrivals Today, In-House VIPs, Groups This Weekend, or Check-Outs Tomorrow.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your PMS or CRM, such as “Arrivals Tomorrow.” This makes sure your messages reach the right guests.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, we look forward to welcoming you to [Hotel] on [Date]. Reply CONFIRM to keep your arrival time or LATE if you will arrive after [Time].”
3. Attach media: Add a PDF or image when helpful, such as parking instructions, a property map, or a spa menu. Attachments reduce questions at check-in.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Send both to see which gets more confirmations.
5. Schedule your campaign: Pick a time that fits behavior, such as 24 hours before arrival plus a morning-of reminder. Use recurrence for weekly event schedules or seasonal offers.
6. Create a keyword: Add a keyword such as CONFIRM, LATE, or UPGRADE and reference it in your message. When a guest replies with that word, TextUs will recognize it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm arrival or share late check-in instructions. Step 2: Follow up 2 hours before arrival with parking and front-desk info.”
8. Send and monitor: Launch your campaign, watch confirmations and exceptions, and handle escalations quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming your arrival. Valet and self-parking are open. Text MENU for dining or SPA for appointments.”
• Step 1 (auto-reply - late): “No problem. Late arrivals use the main entrance after [Time]. Text HELP if you need an access note.”
• Step 2 (arrival reminder): “Welcome to [Hotel]. The front desk is to the right of the lobby. Reply KEY for digital key options.”

Segmentation and Personalization Strategy

Segment by stay window, guest status, and purpose of travel so each text asks for one clear action. Useful dimensions include arrival date, departure date, loyalty tier, group code, and event affiliation. Exclude recent opt-outs and completed actions to keep lists clean.

Personalize lightly to stay accurate at scale. Use first name and one contextual field such as arrival time, room type, or event name. Set fallbacks for missing fields so no message looks broken.

Refresh segments on a schedule that matches operations. Hourly refresh helps day-of-arrival coordination. Daily refresh works for pre-arrival upsells and post-stay surveys. Clean segments lift reply rates and reduce lobby congestion.

Template Library for Hospitality Scenarios

Create a small library of Templates your team can use without rewriting. Keep tone warm and direct, one goal per message.

• “Hi {{first_name}}, welcome to [Hotel]. Would you like early check-in if available? Reply EARLY and we will text options.”
• “Spa has openings this afternoon. Want a 30-minute treatment at a preferred guest rate? Reply SPA for times.”
• “Late arrival is okay. Front entrance is staffed 24/7. Reply LATE with your ETA so we can prepare your key.”
• “Reminder for your dining reservation at [Restaurant] on [Date] at [Time]. Reply CONFIRM or CHANGE.”
• “Thanks for staying with us. May we text a quick survey link? Reply YES for the link.”

Review the template performance monthly with compliance. Retire low performers, note which variants increase replies, and keep attachments small and relevant.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data with PMS or CRM outcomes such as early check-ins, amenity revenue, issue resolutions, and survey completions. Preserve campaign name, segment, keyword, and variant fields for analysis.

Track reply-to-confirmation and confirmation-to-outcome rates by segment and property. Include attachment and link usage so you can see whether maps, menus, or offers increase conversion. Maintain a short change log that records send time, copy decisions, and any offer details.

Summarize results in a one-page weekly report. Show delivery rate, reply rate, confirmation rate, and revenue or satisfaction deltas. Add brief notes about timing, tone, and attachment impact so the team knows what to repeat.

Managing Replies in the Shared Inbox

All guest messages appear in the Shared Inbox for full visibility. The first agent to respond assigns the thread to themselves so the guest has one point of contact. Templates keep answers consistent while one personal line maintains hospitality.

Use tags like Arrival, Housekeeping, Amenities, Event, or Billing to organize threads. Add short notes before forwarding to concierge, housekeeping, or banquets so context is preserved. If a guest goes quiet, move them into a short re-engagement Sequence that checks in with a helpful next step.

Keep notifications on during operating hours and event windows. Fast replies reduce front-desk lines and resolve issues before they escalate. Clear ownership prevents duplicate outreach and mixed instructions.

Tracking Results and Improving Performance

Check delivery and replies a few hours after each send. Delivery below 95 percent suggests list quality or registration issues that you should fix before the next batch. Compare A and B versions and keep the stronger performer for the next cycle.

If your text included a link or attachment, review click activity as a readiness signal. Export CSVs and reconcile with early check-ins, spa bookings, and dining covers to prove impact. For example, a conversational opener often lifts reply rates by 15% compared to a formal notice.

Use insights to tune cadence by segment. Pre-arrival messages work best 24 hours out, while in-stay offers perform during late afternoon. Keep tests small and consistent so improvements compound.

Compliance and Deliverability for Hospitality

Use registered 10DLC numbers for all guest and event messaging. Keep opt-out handling on so STOP and UNSUBSCRIBE are processed automatically. Include a short line in the first message such as “Reply STOP to opt out.”

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include payment details or room numbers in SMS. Use secure links for deposits, invoices, or digital keys.

Keep attachments lightweight and relevant. Property maps, menus, and event schedules should open instantly on mobile. Send within local hours and match cadence to the guest journey so messages feel helpful.

FAQs About Texting Guide for Hospitality

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Hospitality teams often attach property maps, menus, spa brochures, or event schedules to reduce questions.

Can I schedule recurring messages for events or offers?

Yes. You can schedule and repeat campaigns on daily or weekly cycles. Many properties automate pre-arrival confirmations, in-stay amenity offers, and post-stay surveys.

How do Keywords and Sequences help front-desk teams?

When guests reply with a keyword like CONFIRM, LATE, or UPGRADE, TextUs can enroll them in a Sequence. The first step confirms status or shares instructions, and a later step checks back if there is no response.

How does the Shared Inbox keep departments aligned?

All replies appear in one place so front desk, concierge, housekeeping, and events can coordinate. You can assign owners, use Templates for consistent answers, and add notes for handoffs. This preserves context and speeds resolution.

What metrics should I track to measure impact?

Start with delivery, reply, and click rates. Export TextUs data and join it with PMS or CRM outcomes such as early check-ins, amenity bookings, and survey completions. Weekly reviews help refine timing, tone, and audience segments.