Automated Guest Engagement: How Independent Hotels Can Use Text Messaging to Build Brand, Delight Guests & Drive Revenue
(For independent hotels and management groups who want to turn guest communications into competitive advantage)
In the world of boutique and independent hotels, every guest interaction matters. With mobile phones constantly in hand, guests expect personal, immediate, and relevant communication. That’s why automated guest engagement through text messaging is no longer optional—it’s a strategic imperative.
At OpenHotel, our native SMS/text-messaging module (fully integrated in the PMS UI) empowers you to deliver smarter guest communications from day one.
Below are six proven ways independents can use text messaging to elevate the guest experience, amplify their brand and increase revenue—each mapped to how OpenHotel can support it.
Why it matters
A guest’s perception begins long before they step into your lobby. A timely welcome or arrival-reminder text communicates professionalism, builds anticipation and reduces arrival anxiety. As hospitality thought-leaders note:
“If you’re not communicating with your guests via text you’re missing a huge positive customer-service opportunity.” — Scott Curran LinkedIn+1
Data show this channel matters: a study found that 90 % of hotel guests in the US and UK said they would find communicating via messaging with a hotel useful. Hotel Tech Chart 2025+1
How OpenHotel supports it
Best practice
Keep messages clear and friendly, with one or two calls-to-action (CTA)—e.g., “Reply Y if you’d like early check-in” or “Let us know if you need airport transfer.” This keeps your brand warm and approachable without being intrusive.
Why it matters
Independent hotels have fewer touchpoints than large chains—so each point of contact must count. When your guest is waiting to check in or wants services mid-stay, a quick text is more convenient than a call. According to hospitality-industry research:
“With a guest communication platform … hotels should set standards for minimum response times … staff get busy, tasks can be delayed or forgotten. … Use automation to ensure consistency in communications.” Hospitality Net
How OpenHotel supports it
Best practice
Timing is key: immediately after “room ready” is ideal. Keep message length short, mention their name, and include relevant information. This level of personalization and convenience boosts guest satisfaction.
Why it matters
Independent hotels need to maximise every revenue stream and reduce reliance on OTAs. Targeted SMS offers can promote upgrades, F&B specials or next-stay direct bookings. According to HotelTechReport:
“77 % of consumers aged 18-34 are likely to perceive positively a company that offers text capability.” Hotel Tech Report
How OpenHotel supports it
Best practice
Ensure opt-in compliance and limit frequency (e.g., one targeted promotional SMS per guest stay). Make the offer timely (during stay or immediately post-stay) for maximum conversion.
Why it matters
Generating more direct bookings and better reviews are crucial for independent hotels. Messaging provides a direct, personal channel to ask for feedback and repeat business. According to a 2023 stat 59 % hotel bookings occur online… Only 22 % of hotel guests will leave a review of their own accord. But should a hotel request a review, that figure shoots up to 80 %.
How OpenHotel supports it
Best practice
Send the message within 24 hours of checkout. Keep it friendly and short. Include both “thank you” language and an enticing next-stay incentive (for example: “We’d love to welcome you back – reply Y for our best direct-guest rate”).
Keyword focus: Guest Communication / Guest Experience
Why it matters
Guests increasingly prefer texting over phone calls. Messaging is built for speed and convenience. As one industry expert puts it:
“Hotel chat tools are an easy solution that enable contact from across the globe 24/7 with anyone who has questions regarding your hotel.” — Patrick Ahler
Allowing guests to text your hotel directly enhances service, builds brand affinity and differentiates independents from large anonymous chains.
How OpenHotel supports it
Best practice
Ensure your staff is trained to monitor and respond via SMS within target time (e.g., within 15-30 mins during business hours). Treat SMS like a modern front-desk channel and maintain your brand voice and professionalism.
Why it matters
Automated guest engagement is more than one message—it’s about mapping the guest journey from booking to post-stay, and delivering meaningful touchpoints that reflect your brand. When done right, guests feel personally attended to, and the hotel’s brand reputation strengthens.
How OpenHotel supports it
Best practice
Stick to a consistent cadence (avoid overwhelming the guest). Make each message relevant, time-appropriate and branded with your hotel tone—from warm independent host to experienced team. The effect: every message becomes a brand touchpoint.
Bringing It All Together: Why Independent Hotels Should Act Now
Next Steps to Get Started
In summary: Automated guest engagement via text messaging is a strategic differentiator for independent hotels. It supports your brand voice, enhances the guest experience, drives revenue and deepens guest loyalty. With OpenHotel’s built-in capabilities, you’re well-positioned to deliver this modern, mobile-friendly communication without adding complexity. Now is the time to make each guest message count.