Every guest, every channel, one front desk
From the first WhatsApp enquiry to the check-out survey, every message and every call sits on one guest record, with Kaylee answering around the clock and your team approving what needs a person.
Meta Technology Partner ✦ WhatsApp calling on your number ✦ Payment links in the chat
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The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Every guest. Every channel. Every season.
A guest writes on WhatsApp before booking, replies to your Instagram story, calls the reservations line and emails an invoice query. All of it lands on one timeline, with the booking, labels, tickets and call recordings beside each message, so the front desk knows which villa, which night and which open issue before typing.
- Booking on the record. Reference, dates and payment status next to the thread.
- Split by property. Labels and teams divide one queue across properties.
- Repeat guests recognised at any property in the group.
Booking
#4821 · Villa AzureFri 14 – Sun 16 Nov · 2 adultsBuilt for the front desk that never clocks out
Answer like staff, around the clock
Kaylee answers from your policies and rate sheets, holds villas through your availability tool and asks the desk before any exception.
Learn moreReach guests before they ask
Pre-arrival directions, gate codes, late check-out offers and post-stay surveys as approved WhatsApp templates, to a segment or from a journey.
Learn moreAnswer the reservations line in the same inbox
Voice menus, department queues per property, a browser softphone and WhatsApp calling, every call recorded on the guest.
Learn moreTrusted across a group
In-region data residency, role-scoped visibility per property and team, and a full log of every assignment, approval and refund.
Learn morePayments, telephony and your own systems
Razorpay connects in one click so any team member can drop a payment link into a chat and watch the status flow back. Calls run on Tata Tele Smartflo, Airtel MSIP, Lodgestory Voice or SignalWire. Kaylee's tools call your own availability and booking APIs, and signed webhooks push every message, ticket and call to your PMS or data warehouse. Zapier connects the rest.
- Razorpay payment links on any text channel, India.
- Google Calendar invites for site visits and viewings through Bookings.
- 40 webhook events and a partner API for your PMS.
Webhooks · yourpms.example
The 3 am question gets a human answer
A guest lands late and asks for a 4 am check-in. Kaylee does not know, so she tells the guest she is checking and asks the front desk roster, one turn at a time. Nobody online? She phones the on-call desk on the property's own number and reads the question out. Press 1 to approve. The answer lands in the guest's thread in Kaylee's voice, with the call logged.
- Approvals are policy. A refund marked Needs approval waits for a person or is rejected.
- Day and night rosters, with on-call hours per team.
- Never a guess, never a promised time she was not given.
“AC not cooling” becomes ticket #42 in one tap
The guest messages from the villa. The agent opens Create ticket from the guest panel, picks Maintenance and HVAC, sets High, and the Maintenance pool hands it to whoever is on shift. The maintenance lead is emailed, the guest hears when it moves, and when it resolves a CSAT survey follows on WhatsApp.
- Pools route by shift, in the property's own timezone, with a fallback.
- Room number captured on every ticket by the workflow.
- CSAT attributed to the agent and the property.
Ticket
#42 · Maintenance → HVACSolutions for every team on the property
One queue, every guest, the record on screen
Claim a conversation, see the booking and the open ticket beside it, reply with Kaylee's draft, and call the guest from the chat header.
- Kaylee asks the desk before any exception
- Template-aware composer after WhatsApp's 24-hour window
- Click-to-call with the recording posted back
A reservations line that never rings out
A voice menu into a department queue, Kaylee's voice agent after hours, holds and payment links in the chat, and group enquiries approved by turn.
- Availability and booking tools called by Kaylee
- Razorpay links with status on the conversation
- WhatsApp calling on the business number
Requests arrive as tickets with a room number
Per-channel workflows capture the room, pools hand tickets to whoever is on shift, and every status change emails the people who need it.
- Maintenance, Amenities and Housekeeping categories
- Hour-of-day schedules in the property's timezone
- Weekly unresolved list, exported as CSV
One report across every property
Live tiles and trends per property and per team, calls answered within target, CSAT by agent, and every number opening its records.
- Labels and teams per property on one tenancy
- Role-scoped visibility for property managers
- Ask Kaylee for the metric nobody shipped
How to run a property with Lodgestory
Connect the channels
Your WhatsApp business number through hosted onboarding, Instagram, Messenger, email and the web widget on your site. Point the reservations line at a voice menu.
Teach Kaylee the property
Upload policies, rate sheets and villa guides to a knowledge base. Define availability and booking tools against your PMS. Put the front desk on call with day and night rosters.
Set the journeys and the workflows
Pre-arrival and post-stay templates in a journey, a maintenance ticket workflow with the room number, a pool per shift, and a CSAT survey after every resolve.
In practice
A villa collection, from enquiry to review
Three front-desk agents staff WhatsApp and email across eight villas. Filters split the queue by property label; each agent claims conversations and moves them from New to Resolved with the booking reference on screen. Kaylee answers the overnight enquiries, holds villas through the availability tool and phones the on-call desk for the 4 am check-in. A maintenance message becomes a ticket with the room number, and every stay ends with a CSAT survey on the guest's own channel.
Enterprise-grade for a group
Guest data stays in your organisation's tenancy, in the region you choose, encrypted in transit and at rest. Property managers see their property, group admins see the group, and every approval and refund is logged.
Visit the trust centerGuides for hospitality teams
One number and one thread for messages and calls.
Questions, approvals, rosters and the phone step.
Directions, gate codes and the night host, as utility templates.
Ready to run every guest conversation on one platform?
Connect your WhatsApp number, teach Kaylee the property and take the first enquiry tonight.
Questions, answered
The things hospitality teams ask before they move the front desk.
It puts every guest conversation on one timeline per guest: WhatsApp, Instagram, email, web chat and the reservations line. Kaylee, the AI agent, answers enquiries, holds availability through your own tools, sends payment links and pre-arrival templates, and asks your front desk before anything that needs a person. Maintenance requests become tickets beside the chat, and the stay ends with a CSAT survey.
Yes. Kaylee checks availability through a tool you define against your system and holds the villa. Any team member can drop a Razorpay payment link into the chat with an amount, description and expiry, and the payment status, pending, paid, failed or refunded, flows back onto the conversation. Razorpay is India only.
Approved WhatsApp templates, built in the template builder with named placeholders such as guest name and booking id, go out from campaigns, bot journeys or the composer. Utility templates cover bookings and reminders; marketing templates cover offers. Review by Meta typically takes 24 to 48 hours.
Kaylee answers what the knowledge base and the booking say. When a decision needs a person, say a 4 am check-in, she asks the front desk roster one turn at a time, then phones the on-call desk on your own number and reads the question out. The guest is told she is checking and never waits in silence.
Yes. Labels and teams split one queue by property, each property can run its own reservations line into department queues, and group admins read one report across properties. A guest record is shared across the group, so a repeat guest is recognised at any property.
Yes, with WhatsApp Business Calling on your WhatsApp business number: guests tap the call button in the chat and the call rings your team through your menus, departments and agents. The call card, recording and transcript land in the same WhatsApp thread. It needs a WhatsApp Official number with a messaging limit of at least 2,000 customers a day.
A guest message such as “AC not cooling” becomes a ticket from the guest panel with a category, a priority and an owner, or a ticket pool picks the owner by shift. The maintenance lead is emailed, the guest hears when it moves, and when it resolves a CSAT survey can follow on the same channel.