Why SMS works for Hospitality

Guests expect reliable, clear, and timely messages — from booking confirmations to arrival instructions and last-minute offers.
Unlike email or push-only strategies, SMS reaches every guest (no app required), works offline, and has the fastest open times.
For hospitality brands, SMS reduces no-shows, improves guest satisfaction, and increases ancillary revenue through targeted offers.

Key Use Cases (Hotel • Resort • Restaurant • Spa • Club)

Hotel & Resort — Booking to Checkout

Hotels use SMS across the guest journey: instant booking confirmation, pre-arrival check-in reminders, mobile check-in links, room-ready notifications, late checkout offers, invoice links, and post-stay feedback.

• Booking confirmation: booking ID, dates, arrival instructions


• Pre-arrival: check-in time, parking, airport shuttle details


• Room ready: “Your room is ready — check-in at reception”


• Digital invoice & folio: secure link to invoice and payment options


• Post-stay survey: quick NPS or feedback prompt via SMS


• Emergency alerts: weather warnings or safety advisories

Restaurant — Reservation & Table Management

Restaurants and F&B outlets reduce no-shows with confirmations, reminders, menu links, and waitlist notifications via SMS.

• Reservation confirmation and reminder (2 hours / 24 hours)


• Table-ready notification (text when table is ready)


• Digital menu or QR link


• Promo codes for repeat visits

Spa, Salon & Club — Appointments & Membership

Appointment reminders, pre-appointment instructions, membership renewals, and exclusive offers can all be delivered reliably via SMS — lowering no-shows and increasing lifetime value.

• Appointment reminder with time & therapist/staff name


• Membership renewal reminders with secure payment link


• Loyalty points summary and redemption alerts

DLT-Ready Templates & Examples

Below are short, field-ready templates. Replace variables {CURLEY} before registering on DLT.

Purpose	Template
Booking Confirmation	“Booking {BOOKID} confirmed at {HOTELNAME} from {CHECKIN} to {CHECKOUT}. Call {HELP} for changes.”
Pre-Arrival	“Reminder: Your check-in at {HOTELNAME} is on {DATE}. Shuttle departs {TIME}. Check-in link: {LINK}”
Room Ready	“Good news! Room {ROOMNO} is ready. Proceed to reception. Enjoy your stay!”
Table Ready	“Hi {NAME}, your table is ready at {RESTAURANT}. Please arrive within 10 mins.”
Spa Appointment OTP	“Your spa OTP is {OTP}. Show this to the front desk.”
Membership Renewal	“Membership {MEMID} expires on {DATE}. Renew now: {PAYLINK}. Reply STOP to opt-out.”

Integration Patterns & Webhooks

Integrate SMS into PMS, POS, booking engines and CRMs using REST APIs and webhooks. Event-driven architecture (booking_created → send SMS) reduces delays and ensures synchronized messaging.

Use webhook endpoints to capture Delivery Receipts (DLR) and inbound replies (e.g., reservation confirmations or STOP requests).
Store message_id, operator, timestamp and DLR status for audit and reconciliation.

Loyalty, Membership & Promotions

SMS is ideal for timely offers: last-minute vacancy discounts, birthday offers, upgrade notifications, and loyalty point reminders. Segment members by stay frequency, spend and preferences to send highly relevant messages.

• Birthday offer: “Happy Birthday {NAME}! Enjoy 20% off today — code BDAY20”


• Last-minute vacancy alert: “Suite available tonight at 30% off: {LINK}”


• Membership reward: “You earned {POINTS} points. Redeem here: {LINK}”

Compliance, DLT & Best Practices (India)

Commercial templates and sender headers must be registered on DLT portals. Keep transactional templates strictly informational (booking, OTP, invoice) and add opt-out mechanics for promotional messages. Log consent records for marketing messages and maintain suppression lists for unsubscribed users.

Need help? See DLT Registration Assistance.

KPIs & Measurement for Hospitality SMS

Track these metrics to measure impact and optimize:

• Delivery rate (accepted / delivered)


• Open rate (proxy via click-through on links)


• No-show reduction after reminders


• Booking conversion from SMS promos


• Opt-out rate & complaint ratio


• Revenue uplift per campaign

Frequently Asked Questions (Hospitality)

Action Plan — Implementing Hospitality SMS Quickly

1. Register transactional templates and sender headers (DLT if India).


2. Integrate SMS API into booking engine or PMS (test in staging).


3. Set up webhook receiver for DLR and inbound replies.


4. Design concise templates and test on 20–50 phone numbers.


5. Roll out reminders and measure no-show reduction and guest satisfaction.

For developers and product teams, start with our Developer API and check our Campaign Management tools for automation and segmentation.