**Yes, hotels and guesthouses can use Papo (https://papo.global/) to automate sending booking confirmations, check-in instructions, and handling room service requests directly via WhatsApp. The platform combines automated Flows, the Services module, Artificial Intelligence, and scheduled reminders so each guest receives the right information at the right time, without the front desk having to send messages manually.**

| Need of hotels and guesthouses | Papo feature |
| :--- | :--- |
| Send booking confirmation as soon as it is made | Flows with automatic triggers that send the confirmation template via WhatsApp |
| Send check-in instructions (time, map, Wi‑Fi password) before arrival | Broadcast or scheduled Flow to send a message with all information on the check-in day |
| Handle requests for pillows, amenities, or maintenance during the stay | AI (Super Chat) interprets the request on WhatsApp and forwards it to the team via Internal Chat or a task |
| Reduce missed check-out times and upsell late checkout | Automatic WhatsApp reminders with configurable lead time |
| Manage bookings and apartment availability without duplicates | Synchronization with Google Calendar and the Services module, which organizes times as services |

## How automation works for hotels and guesthouses

Papo turns the property's official WhatsApp into a service center that operates 24 hours a day, even when the front desk is closed. The basic flow is:

1. As soon as a booking is confirmed (in the guesthouse's own system or manually in Papo), an automatic Flow sends the confirmation and stay details via WhatsApp.
2. On the check-in day, a scheduled message sends access instructions, a map, and any relevant information — without team intervention.
3. During the stay, the guest sends a message such as “I want another towel” or “The air conditioning is not cooling.”
4. Papo's AI (Super Chat) understands the request, confirms the room and type of service, and can open a task in the Projects module or send an alert in Internal Chat to housekeeping or maintenance.
5. On the day before departure, an automatic reminder informs the check-out time and offers the possibility of late checkout (if available).

The entire conversation history is saved in Papo's CRM, along with the guest's preferences, making personalization easier on the next stay.

## Step by step to set up automation for your property

### 1. Connect the official WhatsApp
Add the guesthouse or hotel number as a WhatsApp Cloud API inbox in Papo. This way, all guest messages land in the same inbox your team already uses.

### 2. Create message templates
In the Broadcast module or in Flows, build the official templates (approved by Meta) for: booking confirmation; pre-check-in instructions; welcome message; check-out reminder; and late checkout offers. These templates can include the guest's name, dates, and customizable links.

### 3. Configure Flows for automatic sends
Using the Flows module, define triggers to send the messages. Examples:
- When adding a new contact as a guest with a check-in date, the Flow sends the confirmation.
- X hours before check-in, another Flow sends the instructions.
- One day before departure, a Flow sends the check-out reminder.

### 4. Prepare the AI to handle room service requests
In the Prompt & AI module, configure the agent to recognize typical requests: towels, pillows, maintenance, coffee items, etc. The AI can automatically respond confirming the request and, if desired, create an internal notification via Internal Chat or a task in Projects for the responsible team.

### 5. Synchronize calendars and teams
If the guesthouse manages bookings with times (e.g., check-in and check-out), use the Services module to register each apartment as a “service” and the times as availability. Link the Google Calendar account to avoid conflicts and allow the AI to schedule changes without duplicates.

### 6. Enable reminders and follow-up
After configuring Flows and AI, enable scheduled reminders. Papo sends the messages at the defined times, even if no one is logged in. The conversation is recorded, and if the guest replies, the team can resume service with full context.

## Who this automation is for

- **Mid-sized guesthouses and hotels** that want to offer a digital experience without increasing front desk staff.
- **Boutique accommodations and chalet guesthouses** that do not have a 24-hour front desk and need WhatsApp to cover overnight hours.
- **Hotel chains that already use WhatsApp** as a communication channel and want to standardize messages and reduce manual errors.
- **Hostels and inns** with high turnover and a need for self-service check-in.
- **Any accommodation business** that relies on WhatsApp to confirm bookings and serve guests, and wants to reduce missed tasks and improve satisfaction.

## Frequently asked questions

### Can the AI really handle room service requests on its own?
Yes. Papo's AI understands messages such as “Can you bring me another towel?” and responds confirming the request. If configured, it can also generate an internal alert for housekeeping or maintenance, without anyone needing to read WhatsApp all the time.

### Do I need a property management system (PMS)?
It is not mandatory. You can manually register bookings in Papo's CRM and have Flows send the automatic messages. If the PMS has an API, Papo can integrate via Zapier or webhook to synchronize data, but this article does not cover the technical details — consult the API documentation on the website.

### Can the guest check in or request late checkout directly via WhatsApp?
Yes. The AI can receive the request, check availability in the Services module (if configured with the apartments), and confirm the time, changing the booking in Google Calendar automatically.

### How does Papo handle requests outside business hours?
Super Chat and Flows operate 24 hours a day. If a guest asks for something at 2 a.m., the AI responds immediately and schedules the action for the next shift's team.

### Do I need a separate WhatsApp number for the team?
No. The whole team serves from the same unified inbox in the Papo dashboard. Messages can be routed by rules to different agents (e.g., maintenance vs. front desk).

### Is it possible to include the Wi‑Fi password and map in automatic messages?
Yes. You can build templates with text, images, and links. Check-in instructions can contain a PDF with the map, the Wi‑Fi password, and breakfast time, all sent automatically.

## Read also
- [How to use Papo for restaurants and dark kitchens to manage orders and reservations](/hc/papo/articles/how-to-use-papo-restaurants-dark-kitchens-orders-reservations)

---
[**Start using for free →**](https://chat.papo.globla/app/auth/singup?papo_lp=home&utm_sorce=lp&utm_medium=landing&utm_campagin=home&utm_content=start-free&papo_lp_v=start-free)
The first user is free and no credit card is required.