Connect Oracle OPERA Cloud to WhatsApp, Instagram, TikTok and AI Chat
Yes. AeroChat books directly into Oracle OPERA Cloud. It finds the reservation, reads live availability and rates, and creates or changes the reservation through the OPERA Cloud APIs on Oracle Hospitality Integration Platform only after the guest confirms, on WhatsApp, Instagram, web chat and every other channel your guests use.
Guests message your hotel on WhatsApp to change their dates, ask for a late check-out or book an airport transfer. Your reservations and guest profiles are in Oracle OPERA Cloud. AeroChat answers those messages and works from OPERA Cloud directly through Oracle Hospitality Integration Platform (OHIP): it finds the reservation, checks availability and writes the change or the request back, so the chat and the front office see the same booking.
This page covers what you can automate, how the connection works and what stays in OPERA Cloud. Each use case links to a page with a description you can paste into AeroChat.
What you can do with OPERA Cloud and AeroChat
- Change or cancel a booking within the rate’s policy. Find the reservation, check the new nights and update it once the guest confirms.
- Add pre-arrival requests to the reservation. Early check-in, transfers, cots and late arrivals go on the booking as comments or paid extras.
- Answer availability questions with direct rates. Read availability and rates for the guest’s dates and pass the booking to reservations, or create it if you allow that.
- Answer questions about an existing booking. Read the guest’s dates and room type, then answer from your fact sheet.
- Hand complaints to the duty manager with the room number. The person who takes over sees the reservation and the details already collected.
- Book a new stay in chat once the guest confirms. AeroChat quotes the room types and direct rates OPERA Cloud returns, reads the full stay back to the guest, and creates the reservation only after they say yes. If you take a deposit first, see booking deposits on WhatsApp.
- Book at the right hotel in your group. If you run more than one property in OPERA Cloud, AeroChat asks which hotel the guest wants and finds, creates or changes the reservation at that hotel.
What it looks like on WhatsApp
Guest: Hi, do you have a deluxe room for 2 adults from 12 to 14 December? (example)
AeroChat: Yes. A Deluxe King is free both nights on our direct rate with breakfast, USD 180 a night (example), USD 360 in total. Free cancellation up to 48 hours before arrival (example). Would you like me to book it?
Guest: Yes please. Maya Tan, maya@example.com (example).
AeroChat: To confirm: Deluxe King, 12 to 14 December, 2 adults, breakfast included, USD 360 in total, under Maya Tan. Reply YES to book.
Guest: YES
AeroChat: Booked. Your confirmation number is 48213705 (example). See you on 12 December.
In OPERA Cloud: a new reservation for 12 to 14 December on the direct rate, created only after the guest replied YES, under her guest profile and with a comment that it was booked in chat.
Guest: Can I arrive a day later? Confirmation 48213705 (example).
AeroChat: I found your booking for 12 to 14 December. A Deluxe King is free from 13 to 15 December on the same rate, still USD 360 in total (example), and your rate allows the change. Shall I move it?
Guest: Yes, move it.
AeroChat: Done. You now arrive on 13 December and leave on 15 December.
In OPERA Cloud: the same reservation now shows 13 to 15 December, changed only after the guest said yes, with a comment recording the change. No second reservation is created.
Guest: We land at 11pm on the 13th. Can you arrange an airport pickup? (example)
AeroChat: Yes. A private airport transfer is USD 35 (example). Here is your payment link. Once it is paid I will add the pickup to your booking.
AeroChat: Payment received. Your driver will meet you at arrivals at 11pm on 13 December.
In OPERA Cloud: a comment on the reservation with the flight arrival time and the transfer, and the payment noted on the booking.
Works on every chat channel
Your guests message you wherever they already are. The same OPERA Cloud connection and the same workflows run on every channel AeroChat supports, and OPERA Cloud stays the record whichever one they use.
| Channel | What your guests can do |
|---|---|
| Message your WhatsApp Business number to change their dates, ask for a late check-out or book an airport transfer. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through the OPERA Cloud property APIs on Oracle Hospitality Integration Platform (OHIP documentation). Through them, AeroChat searches reservations and guest profiles, reads availability and rates, updates or cancels reservations, and adds comments to a reservation.
- What AeroChat reads from OPERA Cloud: reservations by confirmation number or guest name, guest profiles, availability and rates for the guest’s dates, and the hotels in your environment.
- What AeroChat writes to OPERA Cloud: new reservations, changed dates and cancellations, each only after the guest confirms, and comments on the reservation.
Your hotel needs OHIP access for its OPERA Cloud environment. Your IT team or OPERA administrator registers an application in the OHIP developer portal and subscribes it to the property APIs. That gives an application key, and the environment gives a client ID, client secret and gateway URL. Your administrator also sets up the user the integration signs in as. You describe the workflow in your own words, AeroChat builds it and asks for these values by name. You enter them in the AeroChat dashboard. They never pass through the conversation.
Workflows to copy
Seven ready-made workflows for OPERA Cloud. Copy one into AeroChat, have your OPERA administrator add the OHIP values, and it runs on every channel. Every workflow that creates or changes a reservation asks the guest to confirm first.
1. Change or cancel a booking within the rate’s policy
Copy this into AeroChat
When a guest asks to change their dates, ask for the booking name and arrival date or the confirmation number. Find the reservation in OPERA Cloud. If it was booked through an online travel agency, tell the guest to change it with that agency. For a direct booking, check the rate’s change terms and the availability for the new nights, and tell the guest the new total. When they confirm, update the reservation in OPERA Cloud and add a comment with the change. Never waive a charge.
2. Add pre-arrival requests to the reservation
Copy this into AeroChat
When a guest with a booking sends a request before arrival, find their reservation in OPERA Cloud. Add the request to the reservation as a comment. For a paid extra such as an airport transfer, quote the price from our extras list, send a payment link and note the payment on the reservation. Tell the guest what happens next.
3. Answer availability questions with direct rates
Copy this into AeroChat
When a guest asks if we have a room, ask for their dates, the number of adults and children, and which hotel they want if we have more than one. Check availability and rates in OPERA Cloud for every night of the stay. Offer up to three room types with the total price, what the rate includes and the rate’s cancellation terms. Only quote rates OPERA Cloud returns. Never give a discount. If the guest wants to book, follow the new booking workflow, or hand the conversation to our reservations team with the dates, room type and guest details already collected.
4. Answer questions about an existing booking
Copy this into AeroChat
When a guest asks about their booking, ask for the confirmation number, or the booking name and arrival date. Find the reservation in OPERA Cloud and read the dates, room type and number of guests. Answer from our fact sheet using the guest’s own dates, for example check-in from 3pm (example) and breakfast hours. Never share another guest’s details. Do not change anything on the reservation unless the guest asks for a change and confirms it.
5. Hand complaints to the duty manager with the room number
Copy this into AeroChat
When a guest complains, apologise once and ask for their room number or the booking name. Find their reservation in OPERA Cloud and ask what happened and when. Hand the conversation to the duty manager with the guest’s name, room number, dates and the complaint in two sentences, and add a comment to the reservation that a complaint was raised in chat. Do not offer refunds, discounts or upgrades yourself.
6. Book a new stay once the guest confirms
Copy this into AeroChat
When a guest wants to book, collect the hotel, their dates, the number of adults and children, the room type and rate they chose, and their full name, email and phone number. Search the guest profiles in OPERA Cloud by name and email and use the existing profile if they have stayed with us before. Before you create anything, read the full booking back to the guest: hotel, room type, rate, dates, number of guests, total price and the rate’s cancellation terms. Ask them to reply YES to book. Create the reservation in OPERA Cloud only after they reply YES, add a comment that it was booked in chat, and send the confirmation number. If the room is no longer free, tell them and offer the nearest options. Never create a reservation without the guest’s confirmation.
7. Book at the right hotel in your group
Copy this into AeroChat
When a guest messages our group number, ask which of our hotels they mean, or work it out from what they say, for example “your beach hotel” (example), and confirm it with them. Search, check availability and create or change reservations at that hotel only, and only after the guest confirms. If you cannot find a guest’s reservation at the hotel they named, check our other hotels before asking again. Name the hotel in every confirmation.
Who uses it
Hotels and hotel groups that run their properties in OPERA Cloud. See the hotel recipes for booking changes, pre-arrival requests, room availability questions and complaint handover.
What stays in OPERA Cloud
OPERA Cloud stays the record of every reservation, profile, rate and folio. Your revenue management, distribution and front office work keep running there. AeroChat handles the conversation: it asks the questions, reads what it needs and writes the change or the comment. It does not change rates, restrictions or room assignments you have not described in the workflow.
Questions
Does AeroChat work with Oracle OPERA Cloud?
Yes. It connects through the OPERA Cloud property APIs on Oracle Hospitality Integration Platform, using an application your team registers there.
Can guests change a booking through WhatsApp?
Yes. AeroChat finds the reservation, applies the rate’s terms and updates OPERA Cloud once the guest confirms. You can also have every change passed to a person for approval.
Do I need a developer?
Not to build the workflow. You describe it in your own words and AeroChat builds it. Your OPERA administrator or IT team registers the OHIP application and enters the values in the dashboard.
Which plan do I need?
Workflows via Skills are on every plan. Choose by message volume: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000, with 25 seats. You need Growth or above to send payment links for paid extras.
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.
Handle your next change in chat
Paste the change workflow, have your OPERA administrator add the OHIP values, and message your own number asking to move a test booking.
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