Hotels guests are being given the option to forward direct requests and queries via Facebook’s instant messenging service.
The development comes from hotel operations and communications software hotelkit which has previously been mainly used for internal communication processes at hotels.
The new initiative will integrate guests into the dialogue for the first time, allowing hotel staff to edit and reply to requests directly through hotelkit.
Guests open Facebook Messenger, connect with the hotel and start the dialogue without the need to download a separate app.
Hotel employees can see the communication directly in the hotelkit software and are able to edit requests, forward them to the person in charge and reply.
German budget chain Prizeotel is one of the first hotel chains to make use of the guest messenger feature of hotelkit.
Co-founder and chief executive, Marco Nussbaum, said: “The dialogue with our guests is extremely important to us. Communication habits are changing and it is only natural that we want to offer our guests the possibility to contact us via Facebook Messenger while staying with us.
“Via the new hotelkit function, we can integrate this communication channel efficiently in our daily working life.”