SMS and WhatsApp get dramatically higher open rates and engagement than email. These are the channels people check constantly, the ones that live in their pockets and generate immediate notifications. But that power comes with responsibility. If you send a generic blast message via text or WhatsApp, it feels intrusive.
The content has to match the intimacy of the channel. A short, targeted SMS works beautifully: a single image that evokes the memory of a past stay, a brief note about new availability that matches their previous booking pattern, or a heads-up about a remodel to a unit they loved. These messages remind guests of the great decision they made staying with you before and invite them to recreate that experience.
Because hospitality transactions are more personal and profound than buying a pair of shoes or a water bottle, the messaging needs to reflect that. You're not just pushing a transaction. You're offering someone the chance to make new memories in a place that already means something to them.
Keep it short, keep it visual, and make sure it's relevant. A message that says, "You stayed with us last spring. We just redid the pool and hot tub. We have availability for next year. Let us know if you're interested," feels personal and specific. It doesn't read like a blast to thousands of people. That's what makes SMS and WhatsApp so effective when used thoughtfully. For more on choosing the right channels for guest engagement, the key is matching the message to the medium.