Designing A WhatsApp Concierge That Guests Actually Use

Some hotels proudly announce “WhatsApp concierge” and then discover that guests almost never use it. Not because they do not like WhatsApp, but because the experience feels stiff, confusing, or like homework.

Guest relaxing at hotel — Your concierge should feel like a helpful friend on messages, not a formal reception desk in chat form.

What Guests Really Want From A Concierge

Most guests want simple things done quickly:

Extra towels or pillows
Room cleaning at a preferred time
Wi-Fi details or breakfast timing
Taxi or airport transfer help
Local food or sightseeing suggestions

Make It Stupid Simple

Your WhatsApp concierge should not start with ten menu options. Start with two or three big buttons such as “Room requests”, “Food and dining”, “Transport or local help”. Under each, keep the options short and obvious.

Mix Automation And Humans Gracefully

Automation can collect the room number, type of request, timing, and small details. A human then sees a clean ticket instead of a messy conversation. Guests feel that things move quickly, and staff feel less overwhelmed.

Hotel staff using laptop — Behind a calm WhatsApp experience, your staff should see organised requests, not chaos.

Give The Concierge A Personality

Even automated replies can sound warm: “Good evening, I am here to make your stay easier. Tell me what you need and I will take care of it.” A bit of friendliness goes a long way in making guests feel they can actually use the service.