New Feature: Send a Message to the Hotel Right After Booking

At Hotel Link, we continuously innovate to deliver the best experience for both hotels and travelers. One of the key factors in improving guest satisfaction is effective and timely communication. That’s why we are excited to introduce a brand-new feature “Send a Message To The Hotel”, officially launching in end of May 2025.

This feature will appear on the Thank You Page - the page visitors land on after completing a booking via the Booking Widget or the hotel’s website. It allows guests to send a direct message to the hotel immediately after booking - a simple step that makes a big difference in strengthening the connection between guest and hotel.

Why This Feature Matters?

Today’s travelers aren’t just looking for a place to stay - they expect to be heard and cared for. Many guests have specific requests when booking, whether it’s a late check-in, a baby crib, airport pickup, or even just a warm greeting upon arrival. However, there is often a significant communication gap between the moment the booking is confirmed and when the hotel becomes aware of these detailed preferences.

The “Send a Message To The Hotel” feature solves this issue head-on. It offers guests a simple and instant way to reach out right after confirming their booking. No more searching for email addresses or waiting until check-in to make special requests. The feature is smoothly and intuitively integrated at the most critical moment in the guest’s journey.

Key Highlights of the New Feature

1. Instant Communication Right After Payment

Once a booking is completed, guests land on the Thank You Page where they’ll see a friendly prompt: “Do you have any special requests or a message for the hotel?”. They can then type and send their message immediately. No need to switch platforms or send separate emails. This makes it easy for guests to communicate while they’re still engaged with the booking process.

2. Sent Directly to the Hotel and Stored in the Hotel Extranet

Guest messages sent via the Thank You page are immediately sent to the hotel’s registered email address and the Hotel Link product team (for backup tracking). This dual delivery ensures that no messages go missing, unread, or unanswered. Hotels receive guest messages in real-time, allowing front desk or reservations staff to respond promptly and make necessary preparations to offer the best service.

3. Fully Optional and Manageable

Not all hotels may want to receive guest messages at this stage of the booking journey - and that’s perfectly fine! This feature is fully optional and can be turned on or off directly from the Booking Widget settings in the Extranet.

For hotels using Hotel Link’s Website solution, the setting is also available through the Website Development section in the Extranet dashboard. This gives each property full control to activate the feature based on their workflow, staff availability, or guest communication strategy.

See detailed instructions on how to set up the Send a Message feature: How guests can message you right after booking

How This Feature Helps Hotels

Let’s explore how this new functionality can benefit hotels of all sizes and types:

1. Personalized Guest Experience from the Start

When guests can share their preferences or questions at the time of booking, hotels gain a major advantage: they can act before the guest even arrives. This allows for tailored experiences and sets the tone for a more memorable stay.

Whether it’s a request for a higher-floor room, a quiet corner suite, birthday room décor, or early check-in - knowing in advance enables hotels to impress guests and prepare accordingly.

2. Faster, More Efficient Communication

Instead of relying on emails or post-booking messages via OTA platforms, this feature routes messages directly to the hotel’s inbox. It centralizes communication, shortens response time, and reduces misunderstandings between hotel and guest.

The result? Smoother operations, better planning, and happier guests.

3. Fewer Misunderstandings and Unnecessary Disputes

Many disputes stem from unclear expectations or last-minute requests that cannot be accommodated. By allowing early direct communication, hotels can clarify details upfront and confirm what’s possible (and what’s not). This helps avoid unpleasant surprises at check-in.

4. Insights Into Guest Needs

Messages collected through this feature also offer valuable insights into common guest needs. Over time, this data may reveal trends: repeated requests for early check-in, baby cots, airport transfers, etc. Hotels can then adapt their services, pricing, or offers to stay competitive.

Conclusion

The “Send a message to the hotel” feature is a significant step forward in enhancing guest experience and optimizing hotel operations. By creating a direct line of communication right after booking, hotels can proactively serve guests, fulfill requests, and build stronger guest relationships.

🎯 This feature officially launches in May 2025. Get ready to experience it and unlock its full potential!

If you have any questions or need support with activation, please don’t hesitate to contact the Hotel Link team at support@hotellinksolutions.com for quick assistance!