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Instagram DMs. Facebook messages. WhatsApp texts. Website chats. Today’s guests aren’t waiting at the front desk—they’re already in your inbox. The only problem? That inbox is scattered across five platforms and three devices.
And that’s where hospitality businesses lose time, context, and guest satisfaction.
The modern guest experience is defined by convenience and continuity. Travelers expect you to know who they are and what they’ve asked—no matter which channel they used or when. A guest might request a berth via Instagram on Monday, confirm via WhatsApp on Wednesday, and ask about local dining via your website on Friday. If your team is switching tabs, copying notes, or forwarding screenshots, you’re already behind.
According to Salesforce, 78% of customers expect consistent interactions across departments and channels—yet only 34% say they actually receive that (Salesforce State of the Connected Customer, 2022). That’s a gap you can’t afford.
Even worse, missed or delayed responses can snowball. A single overlooked WhatsApp message turns into a frustrated guest. A misunderstood Instagram comment leads to a negative review. Without a unified system, you’re not just inefficient—you’re blind to sentiment.
That’s why forward-thinking hospitality brands are embracing omnichannel messaging platforms that centralize all guest conversations in one place, complete with sentiment analysis and assignment workflows. It’s not just about speed—it’s about insight, accountability, and total control.
Ask VELA: One Inbox. Total Control.
Ask VELA brings every message—from WhatsApp, Instagram, Facebook Messenger, and your website—into a single dashboard. Every guest has a timeline. Every message has context. And every team member sees what matters without toggling tabs.
Even better? Integrated sentiment analysis automatically flags complaints, detects tone, and assigns conversations to the right person—whether it’s a dockmaster, concierge, or manager. No more missed signals. No more guest frustration.
With Ask VELA, you don’t just centralize communication—you optimize it.
