Quick at the start, silent after the inspection
Speed solves only the first half. A property that replies within minutes still loses the enquiry three weeks later, because a banquet or a corporate booking is not decided in a single exchange. The proposal goes out, and from there the follow-up depends on a coordinator who is running an event this weekend remembering a family whose date falls in November.
After the stay the silence is total. The guest checks out, the review is never requested, and six months pass without a message from a property they genuinely liked. The next time they need a room in your city they open an app instead of a chat, and you pay commission on a relationship you already had. Nothing about that is difficult; it simply needed someone assigned to the Tuesday it should have happened on.
Sequences that run off the pipeline
The triggers come from your own records: a new enquiry, a stage change, a stalled deal, a date passing. A banquet enquiry gets an immediate acknowledgement asking for the date and guest count the sales desk will need. A completed inspection fires a thank-you the same evening. A proposal that has not moved gets a check-in on day three and day seven. A checkout triggers a review request the following day, and a guest who has not returned in six months enters a re-engagement flow. Every step uses Meta-approved templates from the property number and exits on reply.
More on the capability itself: WhatsApp Automation. More on this industry: CRM for hotels.
From a nine o'clock enquiry to an inspection
A guest messages the property asking about a hall for an engagement in December.
- 1An acknowledgement goes out within a minute, asking for the date and an approximate guest count.
- 2The guest's reply stops the sequence and opens the thread for the sales desk in the morning.
- 3After the inspection, the stage change fires a thank-you with the proposal attached.
- 4If nothing has moved by day three, one check-in message goes out and a call task is raised.
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Questions teams ask
Put your own week through it
Import last month's enquiries and replay them through this workflow. It takes an afternoon and tells you more than a demo will.