Property Message Center
A two-way messaging tool that facilitates direct interaction between properties and travelers or agents for a more streamlined post-booking experience.
Benefits
Improve the traveler experience
Give your travelers peace of mind by providing an enhanced experience and enabling travelers to reach out to properties to inquire about their needs.
Reduce cancellations on post-pay rates
Property cancellations drop by more than 30% on reservations where properties have messaged the traveler or a supporting agent.
Reduce customer support calls
Give travelers another way to contact the property with their queries and reduce the need to involve customer support.
Top Messaging Topics
Properties message travelers about:
- Traveler arrival time queries
- Welcome messages
- Flight detail query
- Airport transportation
- Confirming reservations
- Payment details
Travelers message properties about:
- Specific booking/room confirmation
- Amenities confirmation
- Airport transportation query
- Booking cancellation queries
- Late check-in update
How does it work?
Below you can see how the Property Message Center works along with some user journey examples.
Conversation flow
1. Property-initiated messaging
The property wants to inform the traveler that they provide a complementary round-trip shuttle to and from the airport.
2. Traveler-initiated messaging
Travelers have requested a cradle in their booking request and they want to reconfirm with the hotel.
Best practice
Property Message Center is a post-booking application.
Here are some examples of where to embed it to provide a better user experience to your travelers and reduce your costs in the process.
1. Add Property Message Center to the booking confirmation page
This scenario will help your customer to make a request or ask for information immediately after the booking experience.
2. Add Property Message Center to the itinerary page
This scenario will help your traveler to contact the property directly from their reservation page.
3. Add Property Message Center to the reservation email
This scenario will help your traveler contact the property directly from their reservation email.
