Hotel Technology

How can ChatGPT enhance guest personalization in the hospitality industry?

15 Minutes

Kajal Makhija

How can ChatGPT enhance guest personalization in the hospitality industry?

Kajal Makhija
Published on

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In the hospitality industry, ChatGPT can improve guest customization in several ways. ChatGPT can be used in chatbots and voice assistants to give guests suggestions and recommendations that are just right for them. 

These can then be used to ask guests questions about their stay and make suggestions about things like accommodation type, dining, and local attractions. This has the potential to enhance visitors' stay and increase their happiness.

Guest booking information, comments, and online activities can all be analyzed with ChatGPT, allowing targeted hotel marketing campaigns to be developed. To get people to come back, hotels may give discounts to people who have stayed in rooms with good views before.

Guests can receive tailored assistance and information via ChatGPT. When a customer has a problem or concern, they can get instant help from a chatbot or voice assistant provided by ChatGPT.

ChatGPT could help hotels and other hospitality businesses to give a more personalized guest experience, which could make them happier, more loyal, and more likely to come back.

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What is ChatGPT?

ChatGPT is a deep learning-based NLP model. For a specific topic, it can generate natural-sounding dialogue. By automating customer interactions with ChatGPT, brands and businesses can make their conversations with clients more engaging and get more done. Use it for anything from answering frequently asked questions to facilitating conversations. With the ChatGPT framework, it's easy to make AI-powered programs that can understand and respond to even the most complicated user questions.

ChatGPT is becoming more popular with businesses because it is good at simulating honest conversations and can be changed to meet the needs of each client. In addition to being cheap, it is scalable so that it may grow or shrink with your business. ChatGPT is a good choice for businesses that want to improve their interactions with customers because it processes natural language more accurately than other solutions. ChatGPT can also help hotels with some of the best hotel marketing campaigns. 

Customize your search accordingly, and it can provide you with many benefits, including guest message templates, the best hotel marketing campaigns, hotel email marketing campaigns, a hotel guest welcome letter, and much more. 

How can ChatGPT benefit hotels?

ChatGPT is an AI chatbot platform that is made to handle different conversational tasks and talk to users in natural language. It has been trained on a huge amount of textual data, so it can understand and answer different questions and requests. Hotels can use this technology to improve customer service by responding quickly and individually to guests' questions, requests to book rooms, and other needs.

Hotels can use ChatGPT in several ways. For instance, they can add it to their website or mobile app so that guests can talk to the bot directly. They can also use it as a standalone messaging platform that lets guests talk to the hotel through popular messaging apps like WhatsApp, Facebook Messenger, and WeChat. In either case, ChatGPT can help hotels automate tasks like confirming bookings, taking orders for room service, and making reservations at restaurants. This frees up staff to focus on more complex customer needs.

Hotels can also use ChatGPT to get helpful feedback from their guests, which helps them find ways to improve and deal with problems right away. ChatGPT can also be used to make the guest's experience more unique by making suggestions based on the guest's likes and past actions.

By deploying ChatGPT, hotels can expect to see a range of benefits. These may include:

Several hotels around the world have already begun using ChatGPT to significant effect. For example, the Marriott hotel chain has deployed a chatbot called "MC" to assist guests with various tasks, including booking, room service, and local recommendations. 

The InterContinental Hotels Group has also made a chatbot called "IHG Chat" that lets guests talk to hotel staff through popular contactless messaging apps. And the Four Seasons hotel chain has developed a chatbot called "Reservations with Four Seasons" that allows guests to make bookings and access hotel information via Facebook Messenger.

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Benefits of ChatGPT in the Hospitality Industry 

Without a doubt, artificial intelligence is continuously setting new standards. Here is the most recent technological innovation in ChatGPT. This technology is having an exponential impact on the hotel business. Let's examine each step by which ChatGPT entered the hotel industry:

Fast Auto-Replies

Almost everyone who uses the live chat system does so to ask questions or get information, and that person wants a quick answer. Thus, ChatGPT provides rapid responses via its live chat support system. These responses are appropriate and relevant. Therefore, they contribute to the sale's conversion.

Automated Content

ChatGPT provides you with automatically generated content on the topic you request. For example, you may ask the ChatGPT, "How to attract customers to your hotel in 500 words?" In response, you will receive a 500-word response. ChatGPT will offer you the proper length of the content in a few seconds. It will reduce your work time from several hours to only seconds.

Resource For Website

ChatGPT will work as if by magic for you if you are a hotelier with a website. ChatGPT can be used for writing room descriptions and client success stories. ChatGPT will give you content within a few seconds if you post a trip or vacation package.

Tip For Hotel Website SEO

ChatGPT is not confined to delivering only high-quality content. It also provides tips on maintaining SEO for your hotel's website. The hotelier can talk about how to keep an eye on and manage the SEO of the website. The hotelier might be aware of the trending terms for the hotel. You will learn where you can list your hotel and where you cannot.

ChatGPT Limitations in Hospitality Industry

There are always two sides to every story. Likewise, ChatGPT has its limitations. 

Robotic And Comprehensive

The language and text created by ChatGPT are the results of an artificial intelligence-based algorithm. Even though the information is correct, it doesn't grab the reader's attention because it needs more expression. So it needs more to keep the reader interested for a long time.

Lack Of Employment And Human Touch

ChatGPT is utilized to generate the content and texts. So, hotel owners may choose automated content creation and SEO benefits over hiring a human content writer and SEO expert. It will result in the loss of employment and the transition to automation.

Still in need of training and development 

ChatGPT is in the process of being trained and improved. Openai, the company that developed ChatGPT, recommended utilizing the human-generated output.

Benefits of Hotel Guest Messaging

Using contactless messaging platforms to talk to guests before, during, and after their stay is called "guest messaging" in the hospitality industry. This can include text, emails, social media, or messaging apps. Here are some benefits of hotel guest messaging in the hospitality industry, along with examples:

Enhanced Guest Experience

Hotel Guest messaging allows hotels to communicate with guests more personally and conveniently, making their stay more comfortable and enjoyable. For example, hotels can send automated messages to guests to welcome them to the property, offer them room upgrades or late checkouts, and provide them with information about local attractions or events.

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Increased Efficiency

Contactless Messaging platforms can help hotels automate certain tasks and reduce the amount of work their staff has to do, so they can put their attention on more important studies. For example, hotels can use messaging bots to handle basic requests such as booking inquiries, room service orders, or checkout procedures.

Better Feedback

Hotel Guest messaging platforms provide guests with an easy way to provide feedback, which can be used to improve the hotel's operations and services. For example, hotels can send automated surveys to guests after their stay, asking them to rate their experience and provide feedback on areas where the hotel can improve.

Improved Revenue

Hotels can also make more hotel revenue by sending messages to their guests with personalized suggestions and sales. For instance, hotels can use contactless messaging platforms to offer upgrades, spa treatments, or restaurant reservations to their guests.

Increased Engagement

Hotel guest messaging makes it easier for hotels to connect with their guests by giving them personalized information and suggestions. This can help build guest loyalty and increase the likelihood of repeat bookings. For example, a hotel could use a contactless messaging platform to suggest local restaurants or attractions to a guest based on what they like and what they have booked in the past.

Improved Staff Productivity

Messaging platforms can help hotels streamline their operations and make their staff more productive by automating certain tasks. For example, a hotel can use messaging bots to handle routine requests such as room service orders or wake-up calls, freeing staff to focus on more complex tasks.

Better Crisis Management

Hotel guest messaging can also help hotels handle crises and other emergencies better by giving guests updates and instructions in real time. For example, hotels can use messaging platforms to warn guests about dangerous weather or other safety risks and tell them how to stay safe.

Increased Revenue Opportunities

Hotel guest messaging can help hotels generate additional revenue by offering personalized recommendations and promoting hotel amenities. For example, a contactless messaging platform could suggest spa treatments or other services to a guest based on what they like or what they have booked in the past.

Improved Operational Efficiency

Messaging platforms can help hotels run more smoothly by giving them real-time information about what guests like and how they act. For example, it could use contactless messaging platforms to keep track of how happy its guests are and figure out where its services could be better.

Overall, hotel guest messaging has a lot of benefits for the hospitality industry. It can make guests happier, improve efficiency, provide valuable information, bring in more money, make communication more accessible, and make people more loyal. By using hotel guest messaging tools like ChatGPT, hotels can take the personalization of their guests to a whole new level and give them a fantastic experience.

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How can ChatGPT help with hotel guest messaging? 

78% of U.S. consumers say that getting a text message is the fastest way to get in touch with them for important service updates and purchases. Because of this, texting is a great way to get information to people quickly.

ChatGPT can help hotel guests with messaging in several ways since it is trained to understand and generate human-like language. ChatGPT can help hotels and other businesses in many ways when it comes to hotel guest messaging. Giving quick, correct, and personalized answers can make guests happier, cut down on staff work, and bring in more money. Here are some ways ChatGPT can help with influential guest messaging:

  • Responding to common guest queries: ChatGPT can be set up to answer common questions from guests, like when they can check in, where they can go nearby, or how to get on Wi-Fi. Providing quick and accurate responses can save staff time and improve the guest experience.
  • Handling reservations: ChatGPT can help guests make and modify reservations. It can also provide information about availability, rates, and room types. This can streamline the booking process and reduce the workload on staff.
  • Personalized suggestions: ChatGPT can make suggestions for restaurants, activities, or tours based on what a guest likes. This can help guests make the most of their stay and improve their overall experience.
  • Handling complaints and issues: ChatGPT can be trained to handle guest complaints and topics, such as room problems or service delays. It can provide empathy and reassurance and escalate issues to staff if necessary. This can help guests feel heard and valued, preventing negative reviews and feedback.
  • Collecting feedback: After a guest's stay, ChatGPT can get feedback from them, such as ratings and reviews. It can also ask specific questions to gather insights about the guest experience. This can help hotels and other businesses improve their services and address any issues.
  • Language support: ChatGPT can be set up to work with more than one language, which makes it easier for hotels and other businesses to talk to customers from other countries and regions. This can improve the guest experience and make them feel more comfortable and welcome.
  • Helping with check-in and check-out: ChatGPT can help guests with check-in and check-out by telling them what documents they need, explaining the process, and answering any questions they have. This can reduce wait times and improve the guest experience.
  • Offering deals and promotions: ChatGPT can let guests know about special deals and packages, like discounts on room rates, spa treatments, or meals. This can encourage guests to book more services and improve revenue for the hotel or business.
  • Providing information about COVID-19 protocols: ChatGPT can tell you about COVID-19 protocols and procedures, like how to clean and when to wear a mask. This can help reassure guests about their safety and reduce any concerns they may have.
  • Offering 24/7 support: ChatGPT can support guests 24/7, which can be especially useful for guests in different time zones or those with urgent needs. This can improve the guest experience and help them feel supported and valued.

Examples of AI-generated hotel guest messaging templates 

About 83% of millennial customers said that they text more than they chat on their smartphones.

Here are some of the most popular hotel guest message templates, from the welcome message to the hotel booking confirmation message, that you can look for and use as per your convenience: 

Welcome message

"Dear customer, welcome to our hotel." "We're thrilled to have you stay with us, and we hope you have a wonderful experience." "If you need anything during your stay, please don't hesitate to contact our team." This is one of the most important hotel guest message templates for a welcome note to hotel guests that you must use to enhance your relationship with customers. 

Check-in reminder

"Hello, customer, Just a friendly reminder that check-in for your stay at the hotel begins at [check-in time]. Please let us know if you will be arriving later than expected, and we'll be happy to make arrangements.

Housekeeping request

"Good morning, customer; we hope you're enjoying your stay with us. If you need any housekeeping services, please let us know by dialing 9. "Our team will be happy to assist you."

Restaurant reservation

"Dear customer, We wanted to let you know that we are one of the more popular places to eat, so if you want a table, you should make a reservation beforehand. You can do so by calling the restaurant reservation number or by stopping by the front desk.

Checkout instructions

"Hello, customer, We hope you had a great stay with us. This is a reminder that checkout time is at 11. Please let us know if you need luggage or transportation assistance. "We hope to see you again soon!"

Amenities information

"Dear customer, we want to ensure you have the most comfortable and convenient stay possible." Our hotel offers a range of amenities, including [a fitness center, a swimming pool, room service, etc.] Please let us know if you need any assistance or have any questions.

Weather update

"Good morning, customer; we hope you're enjoying your stay." Today's weather is forecast to be windy. Please let us know if you need any recommendations for indoor activities or nearby attractions. To add an extra touch to your message, you can also send weather updates in a welcome note for hotel guests. 

Special occasion greeting

"Happy Holi, the customer! We're delighted you chose to spend this special occasion with us at the hotel. If you need any special arrangements or surprises, please let us know, and we'll be happy to help make your stay even more memorable.

Directions assistance

"Dear customer, if you need help getting around or finding things to do in the area, our team is always here to help you." "We can provide directions and recommendations and even arrange transportation if needed."

Loyalty program reminder

"Hello, customer, We want to make sure that, as a valued member of our loyalty program, you know about all the benefits and perks you can get. Please let us know if you have any questions or need assistance with your rewards.

All these hotel guest message templates can be revised and used as per your preferences and choices. 

Examples of guest messaging platforms

We have listed some of the best hotel guest contactless messaging platforms you can use. Lets dive in: 

  • Quoality - With Quoality you can engage with your guests across multiple messaging platforms like WhatsApp, Email, SMS and more. Boost engagement with hyper personalised messages and analyze how guests interacting to the messages. Free up your staff bandwidth so that they can focus on building connection with guests
  • Whistle - A messaging platform that allows hotels to communicate with guests through SMS, WhatsApp, or Facebook Messenger. The platform also lets you send automated messages and works with other software systems for sending messages to hotel guests.
  • Zingle - A messaging platform that allows hotels to communicate with guests through SMS, Facebook Messenger, or WhatsApp. The platform also provides automated messaging features and integrates with other hotel guest messaging software systems.
  • Alice - A messaging platform that allows hotels to communicate with guests through SMS, Facebook Messenger, or the hotel's mobile app. The platform also provides automated messaging features and guest request management, and it integrates with other hotel guest messaging software systems.
  • HelloShift - A messaging platform that allows hotels to communicate with guests through SMS, WhatsApp, or Facebook Messenger. The platform also provides automated messaging features and management of guest requests, and it integrates with other hotel guest messaging software systems.
  • Crave Interactive - A messaging platform that allows hotels to communicate with guests through their in-room tablets or mobile devices. The platform also has automated features for sending messages and ordering room service, and it works with other hotel software systems.
  • HotelFriend - A messaging platform that allows hotels to communicate with guests through SMS, email, or the hotel's mobile app.


ChatGPT is a powerful tool that hotels can use to improve customer service, bring in more money, and keep guests coming back. By automating routine tasks and offering personalized service, hotels can make their guests' stays more enjoyable and easy, which will bring them back and spread good word of mouth. As more hotels start to use this technology, hoteliers can expect to see new ways to use it and new benefits.

ChatGPT shows one of the biggest changes in the hotel industry by giving accurate and desired results. ChatGPT is used in the hotel business to get things done faster, get answers right away, and convert customers without making mistakes. This will result in customers not having to wait any longer.

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