Why WhatsApp is Rewriting the Rules of Customer Communication
In hospitality, guest communication can make or break the experience. From confirming reservations to answering last-minute questions, hotels and vacation rental operators know that timely, personal interactions drive satisfaction and loyalty. For years, email has been the go-to channel - but guest expectations are shifting.
Today’s travelers expect the same convenience they enjoy in their everyday lives, and that means instant, mobile-first communication. Increasingly, WhatsApp is becoming the channel of choice. Here’s why more hotels are embracing WhatsApp to connect with guests, streamline operations, and deliver the kind of service that keeps them coming back.
Articles
Sep 19, 2025
Instant, Real-Time Conversations
Email can sit unread for hours or even days, leaving customers frustrated and your team waiting for replies. WhatsApp delivers messages instantly, enabling real-time conversations that feel natural and immediate. Fast responses boost customer satisfaction and make interactions more engaging.
Higher Open and Response Rates
WhatsApp messages achieve an impressive open rate of over 98 %, compared to just around 20 % for emails.* The impact on real business results is clear: An Austrian hotel chain saw guest journey adoption rise from 14 % (email only) to 57 % (email + WhatsApp) within just one week of activating WhatsApp communication. That’s a remarkable 307 % increase - driven by a simple change: meeting guests on the channel they already prefer. *https://www.retainful.com/blog/whatsapp-vs-email-marketing?
Rich Media and Interactive Features
WhatsApp supports images, videos, audio notes, and interactive buttons, enabling more personalized, engaging experiences that email alone cannot deliver. Businesses can guide customers, showcase products, and respond dynamically - all in a single conversation.
Seamless Two-Way Communication
Unlike email, which is often one-directional and formal, WhatsApp fosters a true dialogue. Guests can ask questions, share feedback, or request support in real time. This conversational approach builds trust, strengthens relationships, and turns interactions into meaningful engagement.
With LIKE MAGIC AI Connect, hotels take this one step further: routine guest inquiries (e.g., WiFi details, check-in times, parking info) are answered instantly through AI-powered responses, while more complex questions are seamlessly handed over to staff. The result is 24/7 availability, faster service, and a guest experience that feels personal yet effortless for your team.
Global Reach and Familiarity
With over 3.1 billion users worldwide in 2025, WhatsApp is a platform customers already know and trust. There’s no learning curve, no new app to download, and no friction in starting a conversation (Analyzify, 2025).
Frequent and Active Usage
Users open WhatsApp on average 23–25 times per week, making it one of the most frequently checked apps globally (Timelines.ai, 2025). Email cannot match this level of engagement, which means your messages are more likely to be seen and acted upon quickly.
At LIKE MAGIC, we understand that timely, reliable communication is no longer optional - it’s expected. That’s why our platform offers fully released, robust WhatsApp communication features today. That’s why our platform already offers fully integrated WhatsApp features, giving hotels and their guests a seamless way to connect - instantly, seamlessly, and globally.
In short:
If you’re still relying solely on email, you’re missing out on faster engagement, higher response rates, and richer conversations. WhatsApp isn’t just an add-on - it’s the future of customer communication.
