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For Hospitality + Travel

WhatsApp for hotels: booking to review on one journey.

Hotels and travel brands use Flaxxa WAPI to run the guest journey on WhatsApp: booking confirmations, pre-arrival check-in, in-stay requests and a review request after departure, each triggered by your property system through a webhook.

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D-1 · Pre-arrival

Aanya, ready for your stay tomorrow at Seaview Goa? Check-in online to skip the lobby queue.

Online check-in

D+1 · In-stay

Wi-fi: Seaview-Aanya · 4821

Late check-out till 4pm? Reply YES.

D+2 · NPS

How was your stay? Reply 0–10 to recommend us.

24/7

AI answers routine questions

Messages through the stay
Auto
AI answers routine questions
24/7
Countries where WhatsApp is available
180+

01 / 04

What does the customer journey look like today?

A guest journey that ought to live on one rail lives on five. Booking confirmation goes via the PMS-vendor email. Pre-arrival communication is two SMS messages from a different vendor. In-stay support is the front-desk phone (or WhatsApp via a personal number off the books). Post-stay NPS is a TripAdvisor pop-up the guest never sees.

The hotel ops team has visibility into none of it as one journey. Marketing has no idea why NPS scores dipped last quarter. CX has no idea which guests had a bad in-stay experience until the TripAdvisor review lands.

02 / 04

What does Flaxxa WAPI do for hotels and travel brands?

WAPI connects to your property system through the REST API and turns every booking lifecycle event into a WhatsApp touch on one number — the same number the guest can reply to at any stage. Pre-arrival check-in can go out the day before the stay. In-stay support is a one-tap reply away. AI answers low-stakes questions (Wi-Fi password, breakfast hours, late check-out) so the front desk handles real issues. A feedback question goes out after check-out.

Property system events

Booking created, changed or cancelled events sent through the API trigger WhatsApp templates automatically.

Pre-arrival online check-in

Guests fill in check-in details in a WhatsApp Flows form the day before, and can pay from a checkout link.

In-stay AI concierge

Wi-Fi, breakfast, late check-out: routine questions answered from your knowledge base, the rest passed to the front desk.

Post-stay feedback

A 0-10 rating question after check-out, answered in the chat.

Multi-language

The AI concierge answers in 14 languages, and templates can have a version per language.

One guest, one contact

A guest who messages several of your property numbers stays one contact, with their earlier chats.

03 / 04

Connecting your property system

Flaxxa WAPI connects to any PMS through its API; there are no ready-made PMS connectors.

  • The REST API sends templates and messages from your property system.
  • Send booking and stay events to start the matching WhatsApp messages.
  • HMAC-signed webhooks send guest replies and Flows answers back to your systems.

04 / 04

What results can a hospitality team expect?

What changes when the journey moves to one rail.

  • Post-stay feedback gets answered, because it arrives on WhatsApp.
  • Fewer front-desk calls for Wi-Fi codes and breakfast hours, because the AI answers them.
  • Happy guests can be sent a review link automatically after their stay.
  • Staff see a returning guest's earlier chats, whichever property number they messaged.
FAQ

WAPI for Hospitality + Travel: common questions

Frequently asked questions

For booking confirmations, pre-arrival check-in, in-stay requests such as late check-out, and asking for a review after departure.

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