Guest messaging software is the unsung hero of modern hospitality. Whether you run a boutique hotel, an Airbnb portfolio, or a large chain, the right guest messaging SaaS can transform check-ins, cut phone calls, and boost reviews. From what I've seen, hotels that adopt two-way, automated messaging see faster resolution times and happier guests. Below I break down the top 5 tools I recommend, why they matter, and how to pick one that fits your operation.
How to pick guest messaging software (quick checklist)
Start with needs, not bells. Ask: do you need SMS, in-app chat, or both? Integrations with your PMS? Automated workflows? Multilingual support? Here are the essentials:
- Two-way messaging with SMS and app channels
- Seamless PMS and CRM integrations
- Templates, automation, and triggers
- Reporting and analytics
- Compliance (opt-in, opt-out, data privacy)
Top 5 guest messaging SaaS tools
1. Revinate — Marketing + Guest Messaging
Revinate blends guest communication with reputation and marketing tools. It's strong if you want unified guest profiles and targeted messaging.
- Key features: two-way messaging, guest profiles, automation, review management
- Ideal for: hotels that want CRM + messaging in one platform
- Real-world note: I've seen single-property hotels use Revinate to tie pre-arrival messages to upsell campaigns and track conversion.
- Learn more on the official site: Revinate official site.
2. Medallia Zingle — Real-time guest engagement
Zingle (part of Medallia) focuses on instant, operational messaging and guest experience workflows. Good for teams that need fast, centralized responses.
- Key features: real-time inbox, team routing, automation, analytics
- Ideal for: hotel groups and operations with high message volumes
- Real-world note: Zingle excels during events—when many guests message simultaneously, automated routing prevents overload.
- Product page: Medallia Zingle product.
3. HelloShift — Front-desk workflows + messaging
HelloShift is built for front-desk teams and operations that want messaging tightly coupled with task management.
- Key features: messaging, staff tasking, housekeeping coordination, templates
- Ideal for: properties that want messaging tied to operational workflows
- Real-world note: Smaller hotels often adopt HelloShift to turn guest requests into tasks for staff—less chance of things slipping through the cracks.
4. Kipsu — Guest communication focused on personalization
Kipsu emphasizes personalized, human-forward messaging and guest engagement across channels.
- Key features: SMS/chat, concierge workflows, analytics, integrations
- Ideal for: hotels prioritizing personalized guest service
- Real-world note: Kipsu works well for properties aiming to keep messages warm and conversational rather than highly automated.
5. Guesty — Property management with messaging
Guesty is a full PMS/manager platform with integrated messaging for short-term rental operators. It's strong if messaging must live inside a broader operations suite.
- Key features: PMS integration, two-way messaging, automation, channel management
- Ideal for: property managers and multi-listing hosts
- Real-world note: For multi-unit hosts, Guesty centralizes guest inquiries across listings so you don't juggle multiple inboxes.
- Official site: Guesty official site.
Side-by-side comparison
Quick table to compare the essentials at a glance. Prices are starting estimates—always confirm on vendor sites.
| Tool | Best for | Channels | Starting price |
|---|---|---|---|
| Revinate | Marketing + CRM | SMS, Email, In-app | $/property/mo (contact) |
| Medallia Zingle | Real-time ops | SMS, App, Webchat | Custom pricing |
| HelloShift | Front-desk ops | SMS, Messaging | From $X/property |
| Kipsu | Personalized guest engagement | SMS, Chat | Contact sales |
| Guesty | Property management | SMS, Email, App | Percentage or subscription |
Compliance and SMS basics
SMS rules matter—opt-in, opt-out, and privacy practices affect guest trust and legal risk. For a quick primer on SMS standards, official background is helpful: Short Message Service (SMS) on Wikipedia. Always confirm local regulations and carrier rules.
Implementation tips that actually work
- Map guest journeys first—automate only where it adds clear value.
- Start with a few high-impact templates (check-in, directions, Wi‑Fi, check-out).
- Use two-way messaging for at least the first 24 hours—guests want quick replies.
- Monitor metrics: response time, resolution rate, and net promoter/ratings.
- Test voice and tone—automated messages that sound human get better responses.
Final thoughts and next steps
There's no one-size-fits-all. If you run multiple properties, prioritize PMS integration. If guest experience is your brand, pick a platform with personalization and live concierge workflows. My advice: trial 2 tools for 30 days, measure response times and guest satisfaction, then roll out. Small changes—faster replies, clearer arrival info—often yield noticeable lifts in reviews and operations efficiency.
Recommended next step: pick two top candidates from this list and request a demo. Look for messaging flow screenshots and live inbox demos—those reveal how your team will actually use the tool.
Frequently Asked Questions
Guest messaging software enables hotels and hosts to send automated and two-way messages (SMS, app, email) to guests for check-in, requests, and follow-ups.
Yes—two-way messaging allows guests to ask questions and report issues in real time, improving satisfaction and speeding resolution.
Choose based on priorities: Revinate for CRM and marketing, Zingle for real-time ops and routing, Guesty if you need property management plus messaging.
Yes—properties must manage opt-ins/opt-outs and data privacy. Follow regional regulations and carrier rules to avoid fines and reputation damage.
Track response time, resolution rate, guest satisfaction scores, message volume, and conversion metrics for any upsell messages.