Answer Hostfully Guest Questions on WhatsApp
This recipe answers guests who ask about their own booking. It finds the booking in Hostfully, replies with the details and records any request the guest makes, so your team sees it in Hostfully. Part of connecting Hostfully to WhatsApp and AI chat.
What happens today
A guest asks on WhatsApp what time they can check in, then says they will arrive at 11pm and would like a cot. The person replying finds the booking, answers, and means to note the arrival time later. The note gets lost, and nobody is waiting at 11pm.
The flow that works
- AeroChat matches the guest to their booking in Hostfully.
- It replies with the dates, the property and the check-in details.
- It answers questions about the stay from the knowledge base.
- It records arrival times and requests on the booking.
- It hands anything it cannot settle to your team.
The recipe
Copy this into AeroChat
When a guest asks about their booking, follow these steps.
- Find their booking in Hostfully by phone number or email. If there is no match, ask for their booking number and the name on the booking. Only continue if both match.
- Reply with their arrival and departure dates, the property or room, and our check-in and check-out times.
- Answer questions about the stay from the knowledge base, such as directions, parking and Wi-Fi.
- If they give an arrival time or ask for something, record it on the booking in Hostfully and tell them our team will confirm.
- If they ask for something with a charge, such as early check-in or an extra bed, tell them the price from the knowledge base and that our team will confirm it.
- If they have a complaint or a problem during the stay, hand the conversation to our team straight away.
Never share a booking with someone whose phone or email does not match it. Never promise early check-in yourself. Reply in the customer’s language.
Change the check-in times and the extras to your own before you paste it.
What to connect
- Hostfully. Copy your API key and agency ID from Agency Settings in Hostfully. Paste them in when AeroChat asks. AeroChat reads bookings and records requests on them.
- Your knowledge base. Upload your house guide, check-in instructions and the price of extras to AeroChat.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Hostfully, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Hostfully’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 booking is theirs.
- Which requests AeroChat records, and which go straight to your team.
- Which extras it can quote.
The result to expect
Guests get their booking details and stay answers straight away, and every arrival time and request is on the booking in Hostfully before your team needs it.
Measure it with your own numbers: messages your team answers per booking, and missed arrival requests, 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 Hostfully connection behind it. See what each channel does on the Hostfully integration page.
Answer your first guest question in chat
Paste the recipe, add your Hostfully API key and agency ID, and ask about a test booking from your own phone.
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On Shopify? Install AeroChat from the Shopify App Store.