Answer Guest Questions on WhatsApp from Guesty Reservations

This recipe answers guests’ questions about their stay from their Guesty reservation, and turns requests like an early check-in into a Guesty task for your team. Part of connecting Guesty to WhatsApp and AI chat.

What happens today

Guests message the night before arrival to ask for the check-in time, the address and whether they can drop bags early. The same questions come in from every guest, often late at night. Requests get answered in the chat but never reach the cleaner or the property manager, so the early check-in someone promised does not happen.

The flow that works

AeroChat matches the guest to their reservation in Guesty.
It replies with their dates, check-in time and property details.
It answers stay questions from your house rules and area guide.
When the guest asks for something, it opens a task in Guesty on that reservation.
Complaints and urgent problems go straight to your team.

The recipe

Copy this into AeroChat

When a guest asks about their booking or their stay, follow these steps.

Find their reservation in Guesty by their phone number or email. If there is no match, ask for their confirmation code and the name on the booking. Only continue if both match.

Reply with their check-in and check-out dates, the property name and address, and our check-in time of 3pm (example).

Answer questions about parking, Wi-Fi, house rules and the area from our knowledge base.

If they ask for an early check-in, a late check-out, a baby cot or another extra, create a task in Guesty on that reservation with the request and the time they want. Tell them our team will confirm.

Add a note to the reservation with their arrival time if they give one.

If they report a problem in the property, such as no hot water or a broken lock, hand the conversation to our team at once.

Never promise an early check-in yourself. Never share details of a reservation with someone whose phone or email does not match it. Reply in the customer’s language.

Change the check-in time, the list of extras and the problems that need a person to your own before you paste it.

What to connect

Guesty. A Guesty admin creates an OAuth application for AeroChat under Integrations, then Developer tools, and copies its client ID and client secret. Paste them in when AeroChat asks. AeroChat reads reservations and creates tasks and notes.
Your knowledge base. Upload your house rules, Wi-Fi and parking details per property, and your area guide to AeroChat.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Guesty, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Guesty’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

How a guest proves the reservation is theirs.
Which requests become tasks, and who in your team picks them up.
Which problems always go straight to a person.

The result to expect

Guests get their check-in details at any hour, and every request they make reaches your team as a Guesty task on the right reservation. Fewer requests get lost between the chat and the property.

Measure it with your own numbers: stay questions answered without your team, and guest requests logged as tasks, for a month before and after.

Next: take direct booking enquiries in chat.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Guesty connection behind it. See what each channel does on the Guesty integration page.

Answer your first guest question from Guesty

Paste the recipe, add your Guesty client ID and secret, and ask about a test reservation from your own phone.

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On Shopify? Install AeroChat from the Shopify App Store.