Texting Guide for Hotels

Hotels win on timing and service. Guests want quick confirmations, simple options, and clear instructions. TextUs helps front desk, concierge, housekeeping, and events coordinate with concise, personal SMS at scale.

How TextUs Fits Hotel Workflows

Use TextUs Campaigns to reach guests, groups, and staff with short messages that move plans forward. Attach PDFs or images like property maps, parking notes, spa menus, or event schedules so guests can act without checking email.

Add Keywords such as CONFIRM, LATE, UPGRADE, or MENU to route replies into Sequences that send the next step automatically.

Replies appear in the Shared Inbox, where front desk and concierge assign owners and respond with Templates. PMS or CRM integrations log conversation history on the guest profile for reporting and follow-up.

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

What to Set Up First

Connect your PMS or CRM so lists, contacts, 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-frequency moments. Prepare versions for booking confirmations, early check-in offers, late arrival coordination, amenity upsells, and post-stay surveys. Assign Shared Inbox coverage by shift so replies are handled quickly during operating hours.

Build focused segments that map to hotel operations. Examples include Arrivals Tomorrow, In-House VIPs, Groups This Weekend, Spa Prospects, and Check-Outs Today. Smaller segments keep each first touch relevant and actionable.

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 after [Time].”
3. Attach media: Add a PDF or image when helpful, such as a parking map, property guide, or 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. Compare reply and confirmation rates.
5. Schedule your campaign: Send 24 hours before arrival and add 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 steps. 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 code.”
• 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. Useful rules include arrival date, departure date, loyalty tier, group code, event name, and channel. Exclude recent opt-outs and completed actions to reduce noise.

Personalize lightly so accuracy stays high. First name and one context field are enough, such as arrival time or room type. Add safe fallbacks for any field that may be missing.

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

Template Library for Hotel Scenarios

Maintain a small library of Templates your team can send without rewriting. Keep tone warm and direct, with one clear action.

• “Hi {{first_name}}, welcome to [Hotel]. Would you like early check-in if available? Reply EARLY for options.”
• “Spa has openings this afternoon. Want a 30-minute treatment at a preferred guest rate? Reply SPA for times.”
• “Late arrival is fine. 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. Note which variants lift replies and retire those that do not. Keep attachments light so they open instantly on mobile.

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, spa bookings, dining covers, and survey completions. Preserve campaign name, segment, keyword, and variant fields to enable cohort analysis.

Track reply-to-confirmation and confirmation-to-outcome rates by segment and property. Include attachment and link usage to see whether maps, menus, or offers increase conversion. Keep a short change log that records send time and copy decisions so trends remain clear.

Publish a one-page weekly summary. Show delivery rate, reply rate, confirmation rate, and revenue or satisfaction deltas. Share quick notes on timing and tone so teams repeat what works.

Guest Experience and Upsell Playbook

Use pre-arrival texts to reduce front desk lines. Confirm arrival time, share parking and check-in notes, and offer early check-in if capacity allows. Guests arrive informed, which shortens time at the counter.

During the stay, schedule timely nudges. Send a mid-afternoon dining prompt, a spa opening note, or a late-night room service reminder on weekends. Offer one-tap choices so guests can reply without friction.

After the stay, close the loop. Thank the guest, share a survey link, and offer a return guest perk. Collect replies in TextUs and tag themes for operations to fix or extend.

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 builds hospitality.

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

Keep notifications on during operating hours and event windows. Fast replies reduce on-site confusion and improve review scores. Clear ownership prevents duplicate outreach and mixed instructions.

Tracking Results and Improving Performance

Review delivery and replies a few hours after each send. Delivery below 95 percent signals 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 can lift reply rates by 15% compared to a formal notice.

Use these insights to tune cadence by segment. Pre-arrival messages work well 24 hours out, in-stay upsells perform late afternoon, and post-stay surveys convert best the morning after checkout. Keep tests small and frequent so improvements compound.

Compliance and Deliverability for Hotels

Use registered 10DLC numbers for all guest and group 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 like multiple links, heavy 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 quickly on mobile. Send within local hours and match cadence to the guest journey so messages feel helpful.

FAQs About Texting Guide for Hotels

Can I attach documents or images to my texts?

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

Can I schedule recurring messages for arrivals or offers?

Yes. You can schedule and repeat campaigns on daily or weekly cycles. Many hotels 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 fast handoffs.

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 revenue, and survey completions. Weekly reviews help refine timing, tone, and audience segments.