In 2025, guests no longer expect “good service”; they expect instant, personalized, and seamless service from the very first message. Digital communication is no longer a differentiator — it's the new standard. Yet many lodgings continue to make mistakes that affect their brand perception, conversion rate, and online reputation.
This article explores evolving guest expectations, the main digital challenges in the industry, and how to overcome them using accessible tools.

Why does digital communication matter more than ever?

Because 70% of booking decisions are influenced by the experience before check-in: response speed, clarity of messages, and the feeling of being cared for.

Well-managed digital communication:

• Increases conversion from inquiries to bookings

• Reduces cancellations due to lack of information

• Improves the lodging’s online reputation

  
  

From a theoretical perspective, this is related to the "customer experience journey," which suggests that every point of contact (touchpoint) directly influences perception and decision-making. If these touchpoints aren’t well-managed, trust is lost and the relationship weakens.

Additionally, the principle of reciprocity in behavioral psychology states that when someone receives fast and personalized service, they feel naturally inclined to respond positively (by booking or recommending).

According to a Salesforce study (2024), 66% of people expect brands to understand their specific needs. In hospitality, this means personalizing everything from the welcome message to post-checkout replies.
Furthermore, a Hospitality Technology report indicates that the ideal average response time is 5 minutes or less. Anything longer reduces the chance of conversion by 70%.

Main challenges in 2025 (and how to solve them)

1. Slow or confusing responses

Problem: not replying promptly or using generic texts damages the guest’s perception of the lodging.

Solution:

• Automate answers to frequently asked questions

• Use customizable templates with AI (like ChatGPT)

• Include dynamic data: name, dates, room type

Example:

“Hi! Thanks for reaching out. We have availability from August 4 to 7. You can book directly here [link].”

Theoretical foundation: studies from Zendesk and HubSpot show that quick replies increase the likelihood of conversion by 50%. Psychologically, the "immediate response" principle creates a sense of personalized attention and professionalism.

2. Non-integrated channels

Problem: losing messages because you have to check WhatsApp, Instagram, email, etc.

Solution:

• Unify all channels into one inbox

• Enable automatic notifications for new inquiries

• Assign tasks to the right team without losing the thread

Theoretical foundation: cognitive load theory applied to digital environments shows that when a team has to check multiple platforms, the risk of error and burnout increases. Centralizing channels boosts operational efficiency.

3. Generic or impersonal messages

Problem: phrases like “Dear customer” don’t build a real connection.

Solution:

• Adopt a human, warm tone aligned with the lodging’s identity

• Personalize messages by guest profile (couples, families, business travelers)

• Use AI tools to adapt the text style for each context

Theoretical foundation: in digital marketing, the "contextual personalization" principle suggests that messages should adapt to the user’s profile and moment. This significantly increases engagement and reduces friction in communication.

What’s changing in 2025?

• Integrated generative AI: assistants that instantly write and correct replies
  → Saves 3 to 5 hours per week

• Omnichannel communication: replying from one single interface
  → Reduces the rate of unanswered messages

• Smart automation: scheduled messages based on guest journey stage
  → Improves experience without manual effort

• Instant feedback: automated post-checkout surveys
  → Boosts NPS and identifies improvement areas

  
  

Real case: how Vero cut response times by 60%

Vero runs a lodging in Valparaíso. She used to reply to each message manually and would often miss some inquiries.

After integrating automated replies with customizable fields and a centralized inbox, she achieved:

• Replies in under 5 minutes

• Saved 4 hours per week

• Received more positive comments about her communication

“Now I feel available without being glued to my phone all day.”

Connection with other blog articles

Great digital service isn’t just about speed — it’s also about clarity, consistency, and personalization. That’s why this article pairs well with:

• Is your website getting visits but no bookings? express diagnosis
  Tips to optimize your site and turn visits into actual reservations.

• How to get better reviews without even asking
  Subtle techniques to encourage great reviews through a more human and memorable experience.

• Ready-to-use message templates for WhatsApp and email
  Confirmations, reminders, and frequent replies you can schedule to improve guest communication.

• Communication strategy: how to define a clear and consistent style
  Design an authentic voice that helps your lodging stand out across all channels.

  
  

Final thoughts

Technology doesn’t replace human warmth — but it can help you maintain it without burning out. Optimizing digital communication is a key step for any lodging business that wants to grow, delegate, and offer better service without being on the phone 24/7.

Want to see how Aloha handles this?

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