Guide · By industry
Venue viewings and late-night enquiries, for hotels and venues
In short
Guests and couples write when it suits them, often late and often from another country. Answer check-in, transfer and package questions from pages you keep current, in their language. Book what takes your team’s time, such as a ballroom viewing or a call with the events team, straight in the chat, and pass room reservations to the people who manage your rooms.
Reviewed 9 November 2026. Terms used: WhatsApp 24-hour window, Omnichannel support, RAG (retrieval-augmented generation).
Seven steps for a hotel’s or venue’s WhatsApp
For hotels, resorts, event venues and travel agencies.
Write the answers guests ask at night
Check-in and check-out times, airport transfers, parking, breakfast, packages and the cancellation policy. Keep each as a short page, in each language you serve.
Answer in the guest’s language
Ask once, or take it from how they wrote, and remember it. A couple writing in Chinese at 11:30 pm should get the wedding package in Chinese.
Separate events from rooms
A menu with a few options sends weddings and events one way, room requests another, and everything else to the answers. Each goes to the team that can act on it.
Book viewings in the chat
A ballroom viewing or a site visit takes the events team’s time, so book it like a meeting: ask the guest count first, offer real free times, and confirm in writing with the venue’s address.
Before the times: one question How many guests are you expecting?
[Under 100] [100–300] [Over 300]
Hand room reservations to reservations
Take the dates and the number of guests, then pass the chat to the reservations team, who confirm in the system that holds your rooms. Don’t confirm a room in the chat that nobody has checked.
Turn complaints into tickets
A complaint after checkout, by email or WhatsApp, gets a ticket in a category such as Stay › Room condition, with an owner and a reply target, before it becomes a review.
Follow up within WhatsApp’s rules
After a viewing, reply with any message while the guest’s 24-hour customer service window is open; after it closes, only an approved template can reach them.
Common questions
Can guests book a room in the chat?
Not as a reservation. Axonave holds no room inventory and doesn’t connect to booking engines or channel managers. Room requests go to your reservations team with the dates.
What can be booked in the chat?
Anything that takes a slot of your team’s time: a ballroom viewing, a site visit, a call with a travel consultant.
Can each property have its own number?
Yes. Pro includes 3 WhatsApp numbers, and you can add more. Each number can have its own flow and its own team.
See it working with your own customers.
We reply within one business day by email or WhatsApp.