A useful hotel workflow does more than answer quickly. It records the stay request, makes the source of availability clear, gives each team an accountable handoff, and lets the guest keep replying in the same conversation.
In one line
WhatsApp works as a guest-journey layer when structured steps handle intake, reminders, and routing while reservations, reception, finance, and service teams retain control of decisions and exceptions.
Industry guide reviewed .
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Follow an enquiry as ownership moves from reservations to the front desk, finance, and reception. Every state remains visible, and no step invents availability, payment, or resolution.
STAY 1842
Courtyard room
Direct enquiry · Bengaluru
Operating boundary
Treat each stage as an operating contract. Decide what Waaru may collect, what system or person confirms the answer, and what should stop or leave the workflow.
Use the hotel's connected WhatsApp Business number and approved teammate access. Keep service communication and later marketing permission as separate purposes.
Guest replies, structured Flow answers, contact fields, conversation history, and data returned by a connected source within its granted permissions.
Logic Flow can update contact fields, assignment, conversation state, and approved messages. Creating a Razorpay payment link or calendar booking is not exposed as a Logic Flow write; staff or a separate authenticated connected-app action completes that step.
Inbound messages, Flow submissions, human assignment, and verified provider events can move the journey. A copied spreadsheet row is not automatically current availability.
Name the owner for reservations, payments, arrivals, and in-stay requests. Test changes, cancellations, duplicate events, late replies, and after-hours handoff before publishing.
Waaru should not invent a room, rate, upgrade, refund, or service-recovery promise. Keep judgement and exceptions with authorised hotel staff.
Unknown requests and failed actions stay in the shared inbox with the guest's answers and booking reference so a person can continue without restarting the conversation.
The problem
A guest can move through reservations, reception, housekeeping, maintenance, transport, dining, and finance during one stay. When those teams use separate inboxes or copy details manually, the guest repeats dates and room information while staff lose the original promise.
Enquiry
Ask for check-in, checkout, number of guests, property, and room preference with buttons or a WhatsApp Flow. Confirm what was received, then route it to reservations. A Flow can make the intake easier, but availability and final price should still come from a verified source or an authorised person. See how the same structured pattern is built in the visual flow builder.
Operator worksheet
Start with one property and one booking path. Write down the minimum information reservations needs, the person or system allowed to confirm each commercial fact, and the exact point at which the conversation returns to a guest. This becomes the acceptance checklist for the workflow, not another script for staff to remember.
Confirmation
After staff or an integrated property system confirms availability, send the approved rate, cancellation terms, booking reference, and the next payment step. If a deposit is required, authorised staff can create a hosted link through the connected Razorpay action and share it in the thread. The conversational Logic Flow does not create the link. Verify the merchant, amount, expiry, and provider event before offering this path to guests.
Before arrival
Directions, check-in time, identification requirements, parking, transfer options, property rules, and the contact point for changes belong in a concise pre-arrival message. Keep the booking reference attached to the conversation. If the guest changes the arrival time or asks about an exception, reception should see the original stay details before replying.
During the stay
Housekeeping, maintenance, transport, dining, and late-checkout requests have different owners and response expectations. A deterministic workflow can collect the room and request type, then place the thread in the shared inbox for a person to accept. An urgent or unclear request should leave the structured path early instead of waiting behind a routine task.
After the stay
A checkout acknowledgement, invoice notice, or feedback request should state its purpose plainly. A previous stay does not create permanent marketing permission. Store the source and purpose of consent, keep promotional audiences separate from service updates, and suppress future marketing immediately after opt-out.
Operations
Start with the hotel's own baseline rather than an industry conversion promise. Review time to first useful response, requests waiting without an owner, booking enquiries that reach a verified decision, failed payment actions, pre-arrival replies, in-stay acceptance time, and opt-outs by message purpose. These measures reveal workflow gaps without pretending that messaging alone created a booking.
Yes. A WhatsApp Flow or guided conversation can capture dates, guests, property, and room preference. Availability, price, payment, and confirmation should come from a verified system or authorised staff member.
Research notes
These sources define the messaging and structured-form boundaries. Your property remains responsible for its rates, availability, guest policy, and legal review.
WhatsApp's Business Messaging Policy governs user control, message purpose, acceptable business use, and opt-out handling.
WhatsApp Business Messaging Policy · Accessed 20 August 2026
Meta documents WhatsApp Flows as structured experiences that open inside WhatsApp.
Meta for Developers · Accessed 20 August 2026
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Bring the current enquiry, booking, arrival, and handoff steps. We will identify the first workflow worth publishing.