By Denis Severyuk, CEO of HotelFriend
Managing guest communication has always been mission-critical for hotels. Yet the digital shift in travel distribution created a new complexity: guests now book through numerous channels, especially global OTAs like Booking.com and Airbnb. This gives hotels excellent visibility and occupancy, although it comes with a hidden operational tax.
Teams suddenly find themselves juggling conversations across multiple logins, inboxes, and apps. One moment they are replying to Booking.com messages in an OTA extranet, the next they are solving a pre-arrival request via Airbnb’s interface, then jumping into traditional email to confirm a transfer. Guest expectations rise, yet hotel staff lose precious minutes to platform-hopping.
This is the moment when operational experience turns from smooth hospitality to a fragmented, chaotic workflow. Hotels deserve better.
It is Time to Bring Guest Conversations Home
A hotel’s Property Management System should serve as its digital command center. Communication belongs there too.
This belief is what led us at HotelFriend to introduce direct messaging with Booking.com and Airbnb guests right inside our Communications module. No extra tabs. No lost messages. Everything in one unified place.
When a guest sends a question through an OTA, the hotel receives it instantly in HotelFriend PMS. Staff can reply with one click, just as easily as messaging a direct booker. Every message stays in the centralized timeline, improving collaboration and accountability.
Why Consolidated Messaging Changes the Game
Hotels leveraging unified communication will see immediate impact:
✓ Time savings
Teams avoid switching between platforms dozens of times a day.
✓ Better consistency
Guests receive faster, clearer responses wherever they booked.
✓ Happier staff
Front desks stay focused on service rather than chasing logins.
✓ Reduced operational errors
No more missed requests or duplicated answers.
✓ A foundation for automation
Smart replies and task triggers become possible once all communication lives in a single system.
These aren’t small gains. In a tight labor market, every reclaimed minute matters.
Guest-Centricity Starts with Empowering Your Team
Our mission at HotelFriend has always been unapologetically practical: simplify operations so hoteliers can focus on hospitality.
We think technology should remove friction. When staff feel confident and supported by their tools, it shows in every guest interaction. Seamless communication isn’t just a software feature. It is the heart of trust, loyalty, and unforgettable stays.
Hotels finally have the power to manage the entire guest lifecycle directly through the PMS. From initial contact to post-stay follow-up, all communication belongs in one place.
Looking Ahead
This is only the beginning. With AI, messaging automation, and integrations expanding at record pace, guest service is evolving into a proactive, intelligent experience.
We are building a future where hotels know what guests need before they even ask.
Because at the end of the day, technology exists for one reason: to make hospitality more human.
