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01 / 10Guest comms

Guest comms · Prostay Nexus

One inbox for every hotel guest message.

WhatsApp, email, web chat, SMS and OTA messages, unified into a single timeline next to the reservation. Prostay AI drafts the reply; the team approves and sends.

Runs on

  • Web
  • iPad
  • Android tablet
  • Android phone
  • Offline-first
Channels unified
Email · Chat · WhatsApp · SMS
AI drafts
On every reply
Bundled in
All-in-One
02 / 10Capabilities

Hotel text messaging system: seamless guest & staff conversations.

Stop juggling four browser tabs and a phone. Nexus surfaces every message with full reservation context and a draft reply ready for one tap.

  • 01

    Unified inbox

    WhatsApp, email, SMS, web chat, OTA messaging, one timeline per guest, one assignment per conversation.

  • 02

    AI-suggested replies

    Drafts personalised to the guest, the reservation and your brand voice. Edit, approve or override in one click.

  • 03

    Knowledge base

    Articles authored by management, available inline as staff reply and grounded into every AI suggestion. One source of truth, no copy-paste from a wiki.

  • 04

    Routing & escalations

    Auto-route by language, channel, priority or guest segment. Escalate to a human at the first sign of friction.

  • 05

    Templates with variables

    Compose once, send a thousand times, with reservation, room and stay variables filled automatically.

  • 06

    Sentiment & SLAs

    Detect frustrated guests in real time, track first-response and resolution SLAs per property and per agent.

03 / 10Deep dive 01

AI assist

A reply that already knows the guest.

Nexus pulls reservation, folio, stay history and prior conversations into the prompt, the suggested reply is grounded in your real data, not a generic LLM guess.

04 / 10Deep dive 02

Knowledge base

The single source of truth, right next to the conversation.

Property managers author the articles, breakfast hours, Wi-Fi codes, spa pricing, local guides. Sales and reservations see the right one inline while they reply, and the AI grounds every suggested answer in the same library, so guests never get two different versions of the truth.

05 / 10Deep dive 03

Workflows

The automations that keep the lobby empty.

Trigger sequences for arrival, in-stay and post-stay messages, all gated by reservation status, channel and guest preferences.

Out-of-the-box workflows

  • 24-hour pre-arrival check-in instructions and key code.
  • Mid-stay sentiment ping with one-tap escalation.
  • Post-stay review request, branded and time-zoned.
  • Recovery sequence for incomplete online check-ins.
  • Quiet hours and channel preferences enforced per guest.
06 / 10Deep dive 04

Reservation context

Two clicks from “what’s the wifi password” to a confirmed upgrade.

The reservation panel sits beside every conversation. Apply discounts, charge upsells, change rooms and update the folio, all without leaving the inbox.

07 / 10Use cases

Where Nexus moves the needle.

These are the messaging moments where revenue gets made or guest satisfaction gets lost. Nexus is built to handle them quietly.

Pre-arrival

Capture the upgrade before they arrive.

Targeted upsells (Sea View, late checkout, breakfast) sent on WhatsApp 36 hours out, paid in-thread.

In-stay

Resolve in seconds, not after the review.

Detect a frustrated guest from sentiment and escalate to the duty manager with the full thread already loaded.

Post-stay

Reviews that arrive when guests are happy.

Trigger review requests only after positive sentiment signals, on the channel each guest actually uses.

08 / 10Integrations

Built into the PMS platform, powered by guest messaging software.

Direct, official integrations with the messaging platforms that matter, plus your CRM, booking sources and internal tools.

  • WhatsApp BusinessMessaging
  • iMessage / SMSMessaging
  • Instagram DMMessaging
  • Booking.com MessagesOTA
  • Airbnb MessagesOTA
  • Gmail / OutlookEmail
  • SlackInternal
  • HubSpotCRM
  • ZendeskSupport
09 / 10Pricing

Pricing

Bundled in All-in-One.

Nexus is included with the platform plan. AI usage is metered fairly per conversation, with sane caps so the bill never surprises you.

10 / 10Get started

A demo grounded in your actual messages.

We can spin up a sandbox with anonymised samples of your real WhatsApp and email threads to show what Nexus would have replied, verbatim.

  • WhatsApp Business API setup included
  • Migration of existing email threads on request
  • Brand-voice training in the first 14 days
  • AI usage caps you control, no overage surprises