Hotel
How hotels should automate WhatsApp
Guests text at 11pm for pillows, a table, or late checkout while the front desk line rings. Vermoss Flow answers with a menu, books spa or restaurant slots from your calendars, and routes late checkout to the duty manager in the inbox. Guests type their room number when staff need it.
Route guest requests with a menu: housekeeping, dining, late checkout, local tips. Your team replies in the inbox.
How this works at your scale
Solo or owner led
Boutique hotel. Concierge menus cover repeat requests while you run check-in.
Small team
Front desk, housekeeping, duty manager. Menu routing keeps threads organised at peak arrival.
Multi site or larger
Hotel group. Per-property menus, dining calendars, and pre-arrival messages scale without inventing a PMS.
Problems hotels face on WhatsApp
- Concierge requests lost between front desk shifts
- Late checkout answered inconsistently
- Restaurant booking handled on personal staff phones
- Guests restate room number on every message
- Airport transfer requests not logged for night audit
- VIP and general enquiries mixed in one queue
Automation on Vermoss Flow
Menu: housekeeping | book restaurant | late checkout | local tips. Late checkout captures requested time and flight, then opens the duty manager inbox. Restaurant and spa use property calendars. Pre-arrival can send WiFi and parking as a scheduled message.
- Concierge menu with run-flow paths
- Late checkout capture routed to duty manager inbox
- In-house restaurant and spa booking on calendars
- Housekeeping and maintenance path with a short description
- Airport transfer path captures flight time and party size
- Pre-arrival welcome with check-in time and directions
Hotel guest concierge flow
In-stay guests pick a request type, book dining, or ask for late checkout without queuing at reception.
- Guest texts: "Any chance of 2pm checkout tomorrow? Flight at 16:00."
- Menu offers late checkout. Guest taps it and types room number and requested time.
- Flow captures flight time and notes for the duty manager.
- Duty manager sees the request in the inbox and replies with approve or alternative.
- Guest gets luggage storage or express checkout options on the same thread.
How to tune it
Keep menus short. Ask for room number as text when staff need it.
Set restaurant slots to last-seating times.
Attach a local map PDF on the recommendations path.
Route spa enquiries to the therapist calendar, not front desk.
Send a morning-of departure reminder with express checkout notes.
Tag VIP threads in the inbox so duty managers spot them.
Run this on your hotel WhatsApp
We help you import the flow, connect your number, and tune it for how you work.