Guest communications for hotels, from the first call to the last text
Guests call, then text, then ask at the desk, and every channel starts from zero. Lance answers the call, texts what the guest asked for from your hotel's number, keeps the thread open for the stay and logs every call, so staff pick up a conversation that already has its context.
Asked for extra towels. Housekeeping work order filed, confirmation texted to the guest.
Trusted by
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One conversation with the guest, whichever way they reach you.
0/7
Every call answered
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Languages on the phone
0
Languages for staff messaging
0.0M
Guest requests handled
Texts guests what they asked for, from your hotel's number.
A booking link for your restaurant, the details of a place nearby, a work order confirmation: when a text helps more than a voice, Lance sends it while the guest is still on the line. After the call, a short thank-you can open a thread the guest uses for the rest of the stay. Switched on per hotel.
Recommendation details, a booking link for your restaurant and work order confirmations arrive by text from the hotel's number, so nothing has to be written down or repeated at the desk.
After a completed call Lance can send one short text: thanks for calling, you can text us here anytime. The default set is an answered question or a scheduled wake-up call; you decide whether transfers, work orders and inquiries get one. A complaint, a failed transfer or an uncertain answer never does.
Every text, whether Lance or a colleague sends it, goes out from the hotel's sending number held in one registry, on Twilio or SendBlue per hotel. Guests save one number and reply to it.
- FAQ answered
- Wake-up call scheduled
- Transferred to a department
- Work order filed
- Complaint or failed transferNever
Sent after a completed call
Thanks for calling Harbor House Hotel! You can text us here anytime if you need something during your stay.
Every call logged like a record, not a memory.
Who called, what they asked, what Lance did and how it ended. Each call lands in the dashboard with a transcript, the actions taken, the outcome and a recording, plus a short written summary, so a manager can review a 2 AM call in the morning without calling the guest back.
Every turn of the conversation, with the actions Lance took alongside it: the question answered, the work order filed, the text sent, the transfer made and whether it connected.
Completed or missed; answered, transferred or turned into work; and a short written summary of the call. Test calls from the hotel's own line are marked so they never muddy the numbers.
Calls are recorded and play back from the call log, with a per-hotel switch to turn recording off where your policy requires it.
Guest asked for extra towels for room 412. A housekeeping work order was filed and a confirmation was texted to the guest.
- WORKExtra towels · Room 412 · Housekeepingfiled
- TEXTConfirmation sent to the guestsent
- CALLCompleted · outcome work order00:32
Transcript
- GuestHi, could we get a couple of extra towels up to 412?
- LanceOf course. I've let housekeeping know, and I'll text you a confirmation.
- GuestGreat, thanks.
Staff pick up the thread when a person is needed.
Guests text back. Lance can answer from the same FAQ library when you switch the text agent on, and the moment a guest asks for a person it stops and says so. The thread is flagged, your team is notified, and whoever replies, from the desk or the tablet, is now the one talking.
With the text agent on, Lance replies to guest texts from your FAQ library and can file housekeeping and maintenance requests, schedule wake-up calls and log complaints from a text. It stays off until you switch it on for the hotel.
When a guest asks for a person, Lance stops replying, tells them someone will get back to them shortly, and marks the thread Needs you with a notification in the dashboard. A question the library could not answer is flagged the same way.
Reply from the dashboard or the tablet pad and AI replies pause for that guest; a switch on the thread brings them back. A daily digest emails the front desk any thread that has waited a day without a reply.
Replying pauses AI replies for this guest.
Consent recorded. STOP honoured. Every time.
Texting guests is regulated, and a hotel should be able to prove it did it right. Lance sends the required disclosure on first contact, handles STOP, HELP and START on its own, and writes every opt-in and opt-out to a ledger that cannot be edited.
A guest who texts the hotel first gets a one-time confirmation with message rates, STOP and HELP, and links to the terms and privacy policy. A guest who agreed on a call gets the same disclosure on the first text Lance sends.
STOP opts the number out and confirms it. HELP replies with the hotel's name and phone number. START opts back in. None of it reaches the AI or waits for a person.
Each event records how consent was captured and a proof reference, and the database rejects edits. Before any text goes out, from Lance, from a colleague or from a broadcast, the opt-out list is checked; if the check cannot be made, the text does not go. Opt-outs reported by the carrier are recorded too.
- 02:14opt_inVoice handoffcall:8f3a
- 02:14confirmation_sentDisclosure v1call:8f3a
- 21:02opt_outKeyword STOPsms:c41d
- 08:10opt_inKeyword STARTsms:e902
Updates are rejected by the database · STOP is checked before every send
Staff message each other in seven languages.
Housekeeping writes in Spanish, the desk reads in English, engineering in Portuguese. On the pad, every staff message shows in the reader's own language, translated once and cached, so a room note or a crib request is understood the first time.
Each staff member picks a language on the tablet pad, and messages are translated into it: English, Spanish, Chinese, French, Portuguese, Korean and Japanese.
A message is translated once per language and stored, so the same note is not re-translated for every reader or every reload, and the pad can still show it when the Wi-Fi drops.
Group rooms and direct messages per hotel, with the original language kept on every message so nothing is lost in the translation.
Built for the problems a front desk actually has.
Not another inbox. Lance is built around the conversations that cost hotels the most: the ones repeated across channels, the ones answered from a personal phone, and the ones nobody can prove were consented to.
Guests repeat themselves across channels
They explained it on the phone, again by text, and once more at the desk. With Lance the call is logged and the text thread carries on from it, with the guest's name and room attached, so whoever picks up already knows.
Texts answered from personal phones
A staff member texts a guest from their own cell and the conversation leaves with their shift. Lance sends every text from the hotel's number and keeps every message in the dashboard.
No consent trail
Nobody can say when a guest agreed to texts or whether STOP was honoured. Lance writes each opt-in and opt-out to an append-only ledger and checks it before every send.
After-hours questions with no channel
At 2 AM the desk is quiet and the phone is the only way in. Lance answers the call, files the request, confirms it by text, and the thread stays open until morning for a person to pick up.
How it works
From the first ring to a thread your team can pick up.
- 01
Guest calls or texts
Lance answers the call in the guest's language. A text to the hotel's number lands in the same dashboard.
- 02
Lance answers and acts
A question answered, a work order filed, a wake-up call scheduled, a booking link or confirmation texted while the guest is on the line.
- 03
The thread continues
A short post-call text invites the guest to text back. Consent is recorded on first contact and STOP is honoured on every send.
- 04
Staff pick up when needed
A guest who wants a person is flagged Needs you. Staff reply from the desk or the pad, and every call and message stays in the log.
Under the hood
Built for texting guests properly, not just texting them.
The unglamorous parts are the point: one number per hotel, a ledger you can show a regulator, a call log you can show a manager, and a handoff that never leaves a guest waiting on a bot.
Numbers
One registry
Each hotel has one primary sending number, held in a registry with its provider, Twilio or SendBlue. Switching provider is a one-column change, and every sender reads the same registry.
Consent
Append-only ledger
Every opt-in, opt-out and delivered disclosure is written with the capture method and a proof reference. Updates are rejected by the database. STOP is checked, fail-closed, on every send path, and carrier-reported opt-outs are recorded.
Post-call texts
By outcome
One thank-you text after a completed front-desk call, gated by outcome. Default after an answered question or a scheduled wake-up call; optional after transfers, work orders and inquiries; never after a complaint, a failed transfer, an uncertain answer or an abnormal ending.
Call log
Every call
Transcript, actions, outcome, a written summary and the recording for every call, with internal test calls marked. Recording can be switched off per hotel.
Staff messaging
7 languages
English, Spanish, Chinese, French, Portuguese, Korean and Japanese. Messages are translated into each reader's language on the pad and cached once per message per language.
Security
SOC 2 audited
Per-hotel isolation at the data layer: staff see only their own hotel's calls and threads, and the opt-out check runs on the server, never in the browser. No cardholder data handled, ever.
Security“Guest calls, room requests, and FAQs: handled automatically, around the clock, without adding staff.”
FAQ
Questions hotels ask before they switch texting on.
Yes. A guest who texts the hotel first receives a one-time confirmation with the required disclosure, and a guest who agrees on a call receives the disclosure on the first text Lance sends. Every opt-in and opt-out is written to an append-only consent ledger, and STOP, HELP and START are handled automatically.
The hotel's own sending number, held in a registry with its provider (Twilio or SendBlue). Staff replies from the dashboard and the tablet pad go out from the same number, so guests save one number and never text a personal phone.
No. Texting is switched on per hotel, and the post-call thank-you only follows a completed front-desk call with an outcome you have chosen: by default an answered question or a scheduled wake-up call. A complaint, a failed transfer, an uncertain answer or a call that ended abnormally never gets one.
Yes. Replying from the dashboard or the tablet pad pauses AI replies for that guest, and a switch on the thread turns them back on. When a guest asks for a person, Lance stops, tells them someone will get back to them, and flags the thread Needs you with a notification. A daily digest emails the front desk any thread that has waited a day without a reply.
It can, when you switch the text agent on for your hotel. It answers from your FAQ library and can file housekeeping and maintenance requests, schedule wake-up calls and log complaints from a text. It hands the thread back the moment a guest asks for a person. It stays off until you turn it on.
Every call is logged with a transcript, the actions taken, the outcome and a short written summary. Recording is on by default and plays back from the call log, with a per-hotel switch to turn it off where your policy requires.
See the whole conversation.
Book a demo and watch a call become a text thread your team can pick up from the desk or the pad, with consent on record from the first message.
