This guide is for hotels that want to use WhatsApp properly with guests: which messages belong on it, how consent and templates work on the official Meta API, how to set it up with Waki and what to measure. Pick one of the practical uses below and start there.
Read alongside this guide: WhatsApp marketing software and Waki plans and pricing.
Key takeaways
- For hotels, the most valuable WhatsApp messages are the ones guests are waiting for: confirmations, reminders, documents and answers.
- Marketing messages need their own opt-in and a marketing template; keep them separate from service messages.
- Guests who booked through an aggregator may not have agreed to marketing. Confirm consent at check-in.
- Measure replies and actions, not just reads, and compare with your own earlier results.
Where WhatsApp fits for hotels
Hotels already receive messages from guests on WhatsApp, usually on somebody’s personal phone. The official platform moves that onto a business number a whole team can use, adds approved templates for the messages you start, and lets you automate the predictable ones. Most of the value is in utility messages that people are glad to receive; marketing is the smaller, more carefully consented part.
Practical uses for hotels
These are the messages guests actually act on. Start with one.
- Booking confirmation with dates, room type and check-in details
- A pre-arrival message with directions and early check-in options
- In-stay requests such as housekeeping or late checkout handled from a staffed inbox
- Checkout feedback with a one-question survey
- Return-stay offers to past guests who opted in
Consent, templates and care
Messaging on the WhatsApp Business Platform needs the customer’s opt-in, and any message that starts a conversation must use a template approved by Meta. Once a customer writes to you, a 24-hour customer-service window opens in which agents and automations can reply freely; outside it, only templates go through. Meta prices conversations rather than individual messages. Guests who booked through an aggregator may not have agreed to marketing. Confirm consent at check-in.
Setting up with Waki
Waki runs on the official Meta API: campaigns with approved templates, a shared team inbox, a flow builder with keyword and event triggers, a REST API with webhooks, Pabbly Connect and Google Sheets triggers. For hotels the setup is the same as for anyone else.
- Create a Waki account and connect your WhatsApp Business Account through Meta’s embedded signup, or ask for a Waki managed number.
- Complete Meta Business Verification so your messaging limits can grow; the verification guide on this site walks through it.
- Create the templates you need and submit them for approval. Keep the first ones short and factual.
- Import contacts who have opted in, and record where each consent came from as a contact attribute.
- Send a test to your own number, then to a small segment, and read the report before you scale up.
Mistakes to avoid
The avoidable problems for hotels are the usual ones, plus one of their own: guests who booked through an aggregator may not have agreed to marketing. Confirm consent at check-in.
- Messaging people who never opted in, including bought or scraped lists.
- Using a utility template for an offer; Meta recategorises it and your campaign stops.
- Ignoring replies. A broadcast that nobody answers teaches customers to ignore the next one.
What to measure
Each campaign report shows how many messages were sent, delivered, read and replied to; tracked links add clicks, and the contact list records opt-outs. Compare each campaign with your own previous ones rather than with figures quoted elsewhere: read receipts are a signal, not proof of interest, and the number that matters is how many people did what you asked.
What WhatsApp for hotels costs
Plans from ₹699/month on Waki, plus 18% GST. You pay for the first month or year at checkout and can turn on auto-pay later if you want. The conversation charges set by Meta are separate from the plan: on a number connected through your own Meta account Meta bills them directly, while on a Waki-provided number a prepaid wallet covers them. Pay yearly and you get two months free, and you can cancel from the app at any time.
Next steps
Conclusion
For hotels, WhatsApp earns its place by carrying the messages guests already want. Set up the official platform, write those messages as templates, add consent for anything promotional, and let the replies tell you what to automate next.