Every guest conversation is a potential opportunity.
Capture it. Understand it. Convert it. Retain it. Touch Smart Messaging System for Hotels brings every guest channel into one inbox, WhatsApp, Messenger, Telegram, website live chat, Email and SMS, and connects those conversations to Reservations, Front Desk, Housekeeping, Room Service, Management and Customer Service.
Six things this does for your property
Not “send more messages”. These are the commercial outcomes the Hospitality Edition is built around.
1. Capture more enquiries
Stop losing bookings inside WhatsApp, Messenger, Telegram, Email or SMS. Every channel lands in one place, so nothing sits unread in an inbox only one person can open.
2. Identify booking intent
Not every message is equal. Each conversation is scored Hot, Warm or Cold by how close it is to a booking, so your team works the guests most likely to convert first.
3. Convert conversations into revenue
A question about rates, availability, airport pickup or check-in is a paying signal. When a chat turns hot, a booking lead opens, a human is alerted, and the pipeline tracks it to Booked.
4. Improve the guest experience
Pre-arrival directions, a welcome message with the Wi-Fi and facilities, a mid-stay check-in, checkout details, sent automatically, in your own words.
5. Hear the guest before the internet does
Give guests an easy way to raise a problem, route it to the team who can fix it, and get flagged the moment a conversation's tone turns negative or urgent.
6. Bring guests back
A review request the day after checkout, a win-back invitation forty-five days later, and a follow-up when an enquiry goes quiet. Returning guests are re-enrolled automatically.
The system reads the conversation, then tells you who is close
Scoring runs in two layers: a fixed list of buying phrases that is instant and never wrong, and an AI reading that catches the intent no keyword list would anticipate.
Hot lead
Highly likely or ready to book, asking how to pay, or asking you to hold a room. A human is alerted the moment this happens.
“My flight lands Friday, three of us, the deluxe looked perfect.”
Warm lead
Interested, but still needs information or a follow-up before they will commit.
“Do you have family rooms, and is breakfast included?”
Cold lead
Early-stage questions with no paying or booking signal yet. Tracked, not chased.
“What time is checkout?”
From enquiry to booked, in one board
Every status change is one tap, which is the only reason statuses stay current.
A command centre for guest opportunities
Management and Sales should not have to search hundreds of conversations to find a paying customer. Every tile opens the list behind it, so a number and the work it represents can never disagree. The whole dashboard exports to CSV.
Hot / Warm / Cold. Each figure opens the board already filtered. inferred
Emergency-flagged or logged urgent and still open. measured
Inbound guest messages nobody has picked up. measured
Leads a staff member flagged as needing a call back. staff
Distinct guests who have messaged since midnight. measured
Every lead that arrived this month, whatever its status. measured
Guest issues not yet resolved or closed. staff
The share of replies sent by the Concierge rather than a person. measured
Human replies only, so the figure is your real front-desk performance. measured
The full pipeline with your conversion rate for the month. measured
Figures shown are illustrative. Booked, lost and cancelled leads are excluded from the open-lead counts, so the number drains as your team works it.
Every figure tells you where it came from
Most reporting tools hand a general manager a confident number and no way to check it, and one inflated figure teaches you to distrust the other nine. So every metric carries its own source, on screen and in the export.
- MeasuredThe system watched it happen. Timestamps and delivery receipts.
- StaffA person set it by hand. Only as current as your team keeps it.
- InferredA model's reading of the wording. Not a fact the guest stated.
What this rules out
The product will not present a staff-typed booking value as measured revenue, and it will not present conversation sentiment as guest satisfaction. You get numbers you can take into a management meeting and defend.
Don't just measure messages. Measure business impact.
Instead of only asking how many messages arrived, you can ask:
- ✓How many enquiries showed booking intent?
- ✓How many Hot leads are open right now?
- ✓How many leads are waiting on a follow-up?
- ✓How many enquiries converted, and what is our conversion rate this month?
- ✓What booking value did our messaging influence?
- ✓How many guest issues were raised, and how many are still open?
- ✓How fast does our team actually reply?
- ✓How much of the load is the AI carrying?
Your hotel's 24/7 AI concierge
Guests don't only ask questions during business hours. You give the Concierge its own name, personality and communication style, and train it on your hotel's own information, it answers from what your team maintains, and nothing else.
- ✓Room types, descriptions, rates and packages from your own price list
- ✓Facilities, services and guest assistance information
- ✓Policies including cancellation, plus check-in and checkout procedures
- ✓Your FAQs and the processes your front office actually follows
- ✓Staff take over any conversation at any point, pause the AI on one chat without switching it off everywhere
A note on live availability
The Concierge answers from your price list and knowledge base, which your team keeps up to date. It does not read live room inventory from a PMS or channel manager, and it will not invent availability it has not been given.
The AI knows when to step back
A guest writing “there is a fire” or “chest pain” must never be answered by a machine. Every inbound message is checked against an emergency list before the AI ever sees it. On a match the automated reply is blocked outright and the message is escalated to a human immediately.
- ✓Deliberately not AI-driven, a fixed list that always answers, even if an AI provider is slow or offline
- ✓Fails toward the human: if anything goes wrong, the message goes to a person
- ✓Never gated behind a plan, on any edition, for any tenant
- ✓Your own keywords can be added to the list at any time
You keep the reach of automation without handing it the one conversation it must not take.
One communication environment across the hotel
Guest communication does not belong to one department. The system recognises what a guest is asking for and alerts the team that can act on it, while keeping front desk in copy.
- Front Desk
- Housekeeping
- Room Service
- Maintenance
- Management
- Customer Service
Towels to Housekeeping. A late checkout to Front Desk. A wedding enquiry to Sales & Events. Eight departments ship with routing keywords already written, and the team is notified in-app, and by SMS for staff who are on a corridor rather than at a screen.
It knows who is actually on shift
Hotels run 24/7 on rotas, not office hours. The system holds a weekly shift roster and only texts staff who are on duty right now. It also will not re-alert the same department about the same conversation twice within fifteen minutes, so one towel request never becomes six text messages.
Nine automated journeys, written and ready
Each one keys off a date on the guest's record, check-in, checkout, enquiry date, so it fires per guest, not per campaign. Every message is yours to rewrite.
Pre-Arrival
Directions and arrival details, plus an upsell nudge while the guest is still planning.
Welcome
Wi-Fi, facilities and an open invitation to ask for anything at all.
Mid-Stay Check
For stays of two nights or more, catches problems while they can still be fixed.
Checkout
Departure time and a late-checkout offer.
Review Request
Withheld automatically from any guest with an unresolved issue.
Win-Back / Returning Guest
An invitation to come back, timed for when the last stay is a good memory.
Abandoned Inquiry Follow-up
Sent when a room enquiry goes a day without a booking.
Booking Confirmation
Sent the moment staff mark a booking lead as Booked.
Booking Cancelled
Sent when staff cancel a booking, and it stops the queued stay messages.
One small detail that protects your rating
The automatic review request is withheld from any guest who still has an unresolved issue open. You never invite a public review from the one guest you have not fixed things with yet.
A governance channel that costs nothing to run
Some things never reach management through the normal channels, theft, harassment, a safety shortcut, a policy quietly ignored. Speak-Up is a separate anonymous reporting channel, reachable by a private link or a QR code you post where staff and guests will see it.
- ✓Reports arrive in their own read-only queue, prioritised
- ✓No ability to edit or delete a report once it is filed
- ✓Shareable link plus a downloadable QR code for notice boards and back-of-house
- ✓For hotel groups and management companies: a problem surfaced long before it becomes an incident
Reduce your dependence on OTAs
Online Travel Agencies provide valuable visibility, but that visibility comes with commission and less control over the direct guest relationship. The objective is not to eliminate OTAs. It is to make sure they are not your only path to the customer.
Relying entirely on a third party
- Find
- Communicate
- Influence
- Convert
Building your own
- Attract
- Communicate
- Understand
- Follow Up
- Convert
- Retain
What this is, and is not
Touch Smart Messaging System is a communication and follow-up platform, not a booking engine. Your team closes the booking, the system makes sure the conversation gets there.
The full hospitality toolkit
| What you get | What it does |
|---|---|
| Unified Inbox | WhatsApp, Facebook Messenger, Telegram, website live chat, QR-Code chat, Email and SMS in one place, with conversation assignment so two staff never answer the same guest. |
| Lead Detection | Automatic Hot / Warm / Cold scoring on every conversation, with an instant alert to your team when a lead turns hot. |
| Booking Pipeline | A board from enquiry to booked, one-tap status changes, assignment to an agent or department, and booking value per lead. |
| Concierge AI | 24/7 answers in your hotel's own voice, trained on your information, with an emergency guardrail and one-tap human takeover. |
| Guest Journeys | Automated pre-arrival, welcome, mid-stay, checkout and review request, plus win-back and abandoned-enquiry messages. |
| Guest Issues | Categorised, prioritised issue tracking with department routing, plus conversation sentiment analysis. |
| Speak-Up for Integrity | Anonymous reporting channel with a shareable link and QR code. |
| Departments & Roster | Keyword-based routing to the right team, alerting only staff who are on shift, with a weekly roster. |
| Guest Management | Arriving today, in-house and departing views; cancelling a stay stops any queued messages to that guest. |
| Price List | Your rooms and services with rates and currency, used for value estimates and by the Concierge. |
| Campaigns & Templates | Bulk and scheduled messaging to guest segments, with reusable message templates. |
| Reporting | Dashboard, booking pipeline and conversion, messaging-influenced value, agent performance, response times and issue reports, all exportable to CSV, every figure labelled with its source. |
| Staff Tools | Internal staff chat, role-based permissions, and browser push notifications with sound. |
How much of this is switched on depends on the plan you choose, set out in full below.
One system, three sizes
Every plan includes the full hospitality toolkit, the guest inbox, the booking leads pipeline, guest issue tracking, departments and shift roster, your price list, guest management and the reporting dashboard. What the plan decides is how many channels you reach guests on, how much the AI does for you, and how large your team and guest list can grow.
Front Desk
A guest house or small property
Normally $49 · per property, per month
- ✓SMS, Email and website live chat
- ✓3 staff logins · 1,000 guest records
- ✓1 SMS gateway handset
- ✓Booking leads pipeline & lead detection
- ✓Guest issues & department routing
- ✓Departments, shift roster, price list, guest management
- ✓Reporting dashboard & CSV export
Concierge
A working hotel with a front office
Normally $89 · per property, per month
- ✓Everything in Front Desk, plus:
- ✓Adds Facebook Messenger, Telegram and WhatsApp
- ✓Concierge AI answering guests 24/7
- ✓Automated guest journeys: pre-arrival, welcome, mid-stay, checkout, review request, win-back
- ✓Guest issues with sentiment alerts
- ✓10 staff logins · 10,000 guest records
- ✓2 SMS gateway handsets
Property Suite
Larger hotels, groups and management companies
Normally $199 · per property, per month
- ✓Everything in Concierge, plus:
- ✓All six guest channels
- ✓Concierge AI answering every conversation automatically, hands-off
- ✓All guest journeys
- ✓Speak-Up for Integrity anonymous reporting
- ✓30 staff logins · 50,000 guest records
- ✓5 SMS gateway handsets
Prices in US dollars, per property, per month. Discounted rates apply to properties that sign up before 1 January 2027; after that date the standard prices apply to new properties.
Try it for two weeks, on us
Every new property starts on a 14-day free trial with the full Concierge plan switched on, the AI answering guests around the clock and the guest journeys running. No card, no payment, no commitment. If it has not earned its place by day fourteen, you walk away.
Pay yearly, get two months free
Twelve months upfront costs the price of ten. With the founding-property discount that is $343, $623 or $1,393 for the year, against a standard $490, $890 or $1,990. Same features, same support, and it is the cheapest this system will ever be.
Moving between plans
Move up at any time and the new features are live immediately, nothing is re-installed and no conversation history is lost. Most properties start on Front Desk to get their guest messages into one place, then move to Concierge once they see how many enquiries arrive outside office hours.
The technology is already here
Hotels, serviced apartments, guest houses and short-stay rentals are competing for increasingly connected customers. Beautiful buildings, premium service, good locations and competitive prices still matter, but today's guest is also asking: who will respond first? Who is easiest to reach? Who listens? Who cares?
How much business is your hotel losing because potential guests are not being captured, understood, followed up or converted quickly enough?
See it with your own hotel in mind
Ask us for a live walkthrough. We will show you the guest inbox, the lead board and the dashboard as your team would use them, and answer what it takes to get your property running.
East Africa, Kenya
West Africa, Liberia
Hospitality FAQ
Every guest conversation is a potential opportunity
Capture. Understand. Convert. Retain. Start the 14-day trial with the full Concierge plan switched on, or ask for a walkthrough with your own property in mind.