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  • Carlito Team

Importance of chat functionality for hotel guest apps and their benefits for both hotels and guests

Updated: May 5, 2023


Chat functionality is the latest trend in hospitality apps, and it's no wonder why. Chat can be used to solve a number of problems that guests face while traveling. This article will explain how chat can benefit your hotel and its guests, as well as give an overview of how you can implement this feature into your own app.


Benefits for Hotels

Hotels can benefit from chat functionality in a number of ways, including:

  • Increased customer satisfaction. Chatting with guests is a great way to get feedback on your hotel and its amenities. You can also use it as an opportunity to inform guests about upcoming events or promotions that may interest them.

  • Improved customer loyalty. If you're able to provide excellent service through your guest app, then you'll likely see an increase in repeat business from returning customers who have had positive experiences at your establishment.

  • Streamlined customer service: Chatting with guests allows them to communicate directly with staff members instead of having to call or email them first--which means less time spent waiting around for someone else's response!

Benefits for Guests

Chat functionality is a great way to provide your guests with convenient access to information. If you're looking for a hotel in a new city, or if you need help booking an activity or transportation service, chat can help you get the answers you need quickly. It's also useful for resolving issues that arise during their stay--for example, if a guest discovers that their room isn't ready yet and needs another hour before check-in time ends. Chatting with customer service representatives through an app makes it easier for both parties because there's no language barrier between them; they can communicate directly without having to rely on translators or interpreters (which may not always be available). This allows guests from different countries who don't speak each other's languages much better access than they would otherwise have had by phone or email alone.

Ensuring Quality Service

A chat function is a great way to provide a personalized experience for your guests. Chatbots are able to answer basic questions and help them with their needs, which can make the difference between an average stay and one that's exceptional. Chatbots also utilize artificial intelligence (AI), so they'll learn from each interaction with the guest. This means that if you have repeat customers who ask similar questions or have similar requests, the chatbot will be able to recognize this pattern and provide answers more quickly than ever before! Finally, using customer feedback allows you as a hotelier or manager to know what aspects of your business need improvement--and then work towards making those improvements happen!


Integrating chat functionality, like the one offered by Carlito Virtual Reception solution, can greatly enhance the guest experience by simplifying reservation tracking and streamlining customer service. Incorporating social media features allows easy sharing of travel photos and increases user engagement, while implementing loyalty programs within the app can improve customer loyalty and offer rewards like discounts or gift cards.

In conclusion, Carlito Virtual Reception's chat functionality benefits both hotels and guests by enhancing satisfaction and loyalty, and enabling personalized communication. Choosing Carlito Virtual Reception is a smart business decision that can set your hotel apart from the competition.


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