{"id":24513,"date":"2026-07-21T11:58:28","date_gmt":"2026-07-21T11:58:28","guid":{"rendered":"https:\/\/bookipro.com\/?p=24513"},"modified":"2026-09-15T07:46:02","modified_gmt":"2026-09-15T07:46:02","slug":"chat-centralised-guests","status":"publish","type":"post","link":"https:\/\/bookipro.com\/en\/blog\/bookipro-en\/chat-centralised-guests\/","title":{"rendered":"How to get more out of your holiday management software with a unified chat system"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Chat and guest support<\/strong> are two inseparable elements of managing holiday accommodation. Every day, owners and managers receive enquiries about bookings, access, check-in times or issues that arise during a guest\u2019s stay. When these conversations come through via different <strong>OTAs and channels<\/strong>, keeping <strong>communication<\/strong> <strong>organised<\/strong> can become a real challenge.<\/p>\n\n<p class=\"wp-block-paragraph\">To meet this need, Bookipro has introduced a new <strong>centralised<\/strong> <strong>chat system<\/strong> that allows users to view all conversations from a <strong>single dashboard within the PMS.<\/strong><\/p>\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">Why is it important to centralise guest messages?<\/h2>\n\n<p class=\"wp-block-paragraph\">As the <strong>volume of bookings increases<\/strong>, so does the number of conversations that need to be managed.<\/p>\n\n<p class=\"wp-block-paragraph\">Without a <strong>unified tool<\/strong>, it is common to encounter situations such as:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Bookings spread across various OTAs<\/strong> such as\u00a0<a href=\"https:\/\/www.booking.com\/\" target=\"_blank\" rel=\"noopener\">Booking<\/a> or\u00a0<a href=\"https:\/\/www.airbnb.es\/\" target=\"_blank\" rel=\"noopener\">AirBnb<\/a>.<\/li>\n\n\n\n<li>Difficulty <strong>finding old conversations.<\/strong><\/li>\n\n\n\n<li><strong>Slower responses.<\/strong><\/li>\n\n\n\n<li>Risk of <strong>missing important appointments.<\/strong><\/li>\n\n\n\n<li>More <strong>time spent on administrative tasks.<\/strong><\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">Centralising all communication within a single platform helps to maintain <strong>better control<\/strong> and enables us to offer <strong>guests a more professional experience.<\/strong><\/p>\n\n<div style=\"height:27px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">A single panel for all conversations<\/h2>\n\n<p class=\"wp-block-paragraph\">Bookipro\u2019s <strong>new chat feature<\/strong> brings together, on a single screen, the conversations relating to bookings managed via the <strong>Channel Manager.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">From this dashboard, you\u2019ll be able to view all your messages in a more convenient and organised way, without <strong>having to switch between platforms all the time.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">Furthermore, access to the chat function is <strong>integrated within the PMS<\/strong> itself, alongside the other main management features.<\/p>\n\n<div style=\"height:53px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h4 class=\"wp-block-heading\"><strong>Key benefits<\/strong><\/h4>\n\n<figure class=\"wp-block-table my-table\">\r\n  <table class=\"comparison\">\r\n    <thead>\r\n      <tr>\r\n        <th class=\"bookipro\">Feature<\/th>\r\n        <th class=\"smoobu\">Benefit<\/th>\r\n      <\/tr>\r\n    <\/thead>\r\n\r\n    <tbody>\r\n      <tr>\r\n        <td>\r\n          <strong>Unified conversation dashboard<\/strong><br\/>\r\n          Built to scale and support professional property management\r\n        <\/td>\r\n        <td>\r\n          <strong>Less time searching for messages<\/strong><br\/>\r\n          Better suited for small property managers\r\n        <\/td>\r\n      <\/tr>\r\n\r\n      <tr>\r\n        <td>\r\n          <strong>Centralized information<\/strong><br\/>\r\n          Advanced and strategic\r\n        <\/td>\r\n        <td>\r\n          <strong>Greater control over each booking<\/strong><br\/>\r\n          Basic and operational\r\n        <\/td>\r\n      <\/tr>\r\n\r\n      <tr>\r\n        <td>\r\n          <strong>Advanced search<\/strong><br\/>\r\n          Automated and centralized\r\n        <\/td>\r\n        <td>\r\n          <strong>Quick access to guests and properties<\/strong><br\/>\r\n          Manual or limited\r\n        <\/td>\r\n      <\/tr>\r\n\r\n      <tr>\r\n        <td>\r\n          <strong>Time-based filters<\/strong><br\/>\r\n          Personalized support with direct contact\r\n        <\/td>\r\n        <td>\r\n          <strong>Easy access to recent conversations<\/strong><br\/>\r\n          No direct or personalized interaction available\r\n        <\/td>\r\n      <\/tr>\r\n\r\n      <tr>\r\n        <td>\r\n          <strong>Sent message tracking<\/strong><br\/>\r\n          Comprehensive occupancy, revenue, and pricing metrics integrated into the dashboard\r\n        <\/td>\r\n        <td>\r\n          <strong>Better communication tracking<\/strong><br\/>\r\n          Basic analytics, requiring data exports or additional integrations\r\n        <\/td>\r\n      <\/tr>\r\n    <\/tbody>\r\n  <\/table>\r\n<\/figure>\r\n\r\n<style>\r\n.comparison {\r\n  width: 100%;\r\n  border-collapse: separate;\r\n  border-spacing: 0;\r\n  border-radius: 12px;\r\n  overflow: hidden;\r\n  box-shadow: 0 3px 10px rgba(0,0,0,0.05);\r\n  font-family: Arial, sans-serif;\r\n}\r\n\r\n.comparison thead th {\r\n  background: #fefefe;\r\n  padding: 14px;\r\n  font-weight: 600;\r\n  border-bottom: 2px solid #ddd;\r\n  text-align: center;\r\n}\r\n\r\n.comparison thead th.bookipro {\r\n  color: #0053d1;\r\n}\r\n\r\n.comparison thead th.smoobu {\r\n  color: #0053d1;\r\n}\r\n\r\n.comparison tbody td {\r\n  padding: 16px;\r\n  border-bottom: 1px solid #eee;\r\n  vertical-align: top;\r\n  width: 50%;\r\n  font-size: 0;\r\n}\r\n\r\n.comparison tbody tr:nth-child(even) {\r\n  background-color: #fafafa;\r\n}\r\n\r\n.comparison tbody tr:hover td {\r\n  background-color: #f0f8ff;\r\n}\r\n\r\n.comparison strong {\r\n  color: #000;\r\n  font-size: 16px;\r\n}\r\n<\/style>\n\n<h4 class=\"wp-block-heading\"><strong>Contextual information in every conversation<\/strong><\/h4>\n\n<p class=\"wp-block-paragraph\">One of the most useful features of this new tool is that each conversation displays <strong>relevant information straight away.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">When you access a chat, you will be able to see:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Guest&#8217;s <strong>name.<\/strong><\/li>\n\n\n\n<li><strong>Accommodation<\/strong> linked<\/li>\n\n\n\n<li>The <strong>OTA<\/strong> through which the booking was made.<\/li>\n\n\n\n<li>Message <strong>history.<\/strong><\/li>\n\n\n\n<li><strong>The<\/strong> <strong>user<\/strong> who submitted each response.<\/li>\n\n\n\n<li><strong>Templates<\/strong> used in communication.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">This enables any team member to quickly understand the <strong>context of the conversation<\/strong> without having to look up the booking separately.<\/p>\n\n<h4 class=\"wp-block-heading\"><strong>Find any conversation in seconds<\/strong><\/h4>\n\n<p class=\"wp-block-paragraph\">As the number of bookings increases, <strong>finding a specific message<\/strong> can become a difficult task.<\/p>\n\n<p class=\"wp-block-paragraph\">That is why the system includes <strong>filters<\/strong> that allow you to:<\/p>\n\n<ul class=\"wp-block-list is-style-checkbox\">\n<li>Search by <strong>guest name<\/strong>.<\/li>\n\n\n\n<li>Search by <strong>accommodation.<\/strong><\/li>\n\n\n\n<li>Filter conversations by <strong>date range.<\/strong><\/li>\n\n\n\n<li>Quickly view <strong>recent messages.<\/strong><\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">Thanks to these options, finding a specific conversation is no longer a tedious task but becomes a virtually instantaneous process.<\/p>\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h4 class=\"wp-block-heading\"><strong>Better coordination for the whole team<\/strong><\/h4>\n\n<p class=\"wp-block-paragraph\">In many tourist accommodation establishments, <strong>several people are involved in guest services<\/strong>: reception, operations, housekeeping and customer service.<\/p>\n\n<p class=\"wp-block-paragraph\">When each team member is working with <strong>different informatio<\/strong>n, it is easier for errors or duplicate responses to occur.<\/p>\n\n<p class=\"wp-block-paragraph\">By using a <strong>standardised tray:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>The whole team accesses the <strong>same information.<\/strong><\/li>\n\n\n\n<li><strong>The risk of misunderstandings<\/strong> <strong>is reduced.<\/strong><\/li>\n\n\n\n<li><strong>Internal coordination is improved.<\/strong><\/li>\n\n\n\n<li><strong>A more consistent level of service is provided to guests.<\/strong><\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">The result is more efficient management and a more satisfying experience for guests staying at your properties.<\/p>\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">A feature built into Bookipro\u2019s Channel Manager<\/h2>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p class=\"wp-block-paragraph\">This chat service is <strong>available to users who have Bookipro\u2019s Channel Manager and have subscribed to the chat service.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">What\u2019s more, it also <strong>allows you to view conversations<\/strong> <strong>from the GuestApp<\/strong>, making it even easier to centralise communication with guests.<\/p>\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">Communication is also part of the guest experience<\/h2>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p class=\"wp-block-paragraph\">When we talk about optimising the management of a holiday accommodation, we tend to think of prices, availability or automation. However, <strong>communication remains one of the factors that most influence guest satisfaction.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">Having all your conversations organised in one place allows you to respond more quickly, work more efficiently and provide a more professional service.<\/p>\n\n<p class=\"wp-block-paragraph\">And when things are easier for the team to manage, it\u2019s usually better for the guest too.<\/p>\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">A complete record for each guest<\/h2>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p class=\"wp-block-paragraph\">As well as replying to messages, having a unified conversation history <strong>makes it easier to keep track of each booking<\/strong>. All the information is centralised in one place, allowing you to quickly look up previous interactions and better understand each guest\u2019s needs.<\/p>\n\n<p class=\"wp-block-paragraph\">This is particularly useful when <strong>a single booking generates several enquiries<\/strong> before, during or after the stay. Rather than searching for information on different platforms, <strong>the team can access the full context<\/strong> of the conversation directly from the PMS,<strong> improving continuity of care<\/strong> and avoiding duplicate or contradictory responses.<\/p>\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">Fewer platform changes, more time for management<\/h2>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p class=\"wp-block-paragraph\">One of the biggest challenges in managing holiday accommodation is the <strong>number of tools used on a daily basis<\/strong>. Checking messages on various OTAs, accessing the PMS, viewing bookings or coordinating tasks with the team can mean that a significant part of the working day is spent simply switching from one platform to another.<\/p>\n\n<p class=\"wp-block-paragraph\">By integrating the chat function into the management system itself, <strong>the need to constantly switch between different systems is reduced.<\/strong> This not only streamlines day-to-day work, but also allows staff to devote more time to tasks that genuinely add value to the business and the guest experience.<\/p>\n\n<p class=\"wp-block-paragraph\">Furthermore, by centralising all the information, errors are minimised and coordination between the various team members is improved. <strong>All of this contributes to a smoother, more efficient operation that is better equipped to handle a higher volume of bookings without complications<\/strong> or wasted time.<\/p>\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n<div style=\"height:27px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div style=\"height:51px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p class=\"wp-block-paragraph\"><strong>For further information, please<\/strong> <strong><a href=\"https:\/\/bookipro.com\/en\/demo\/\" data-type=\"page\" data-id=\"56\">contact us<\/a>; and if you\u2019re not yet using Bookipro,<\/strong> <strong>\u00a0<a href=\"https:\/\/bookipro.com\/en\/demo\/\" data-type=\"link\" data-id=\"https:\/\/bookipro.com\/demo\/\">request a demo<\/a><\/strong> <strong>and find out how it can fit into your operations.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Chat and guest support are two inseparable elements of managing holiday accommodation. Every day, owners and managers receive enquiries about bookings, access, check-in times or issues that arise during a guest\u2019s stay. When these conversations come through via different OTAs and channels, keeping communication organised can become a real challenge. To meet this need, Bookipro [&#8230;]<\/p>\n<p><a class=\"btn btn-outline-primary btn-sm mt-4\" href=\"https:\/\/bookipro.com\/en\/blog\/bookipro-en\/chat-centralised-guests\/\">Continue Reading&#8230;<\/a><\/p>\n","protected":false},"author":4,"featured_media":24503,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","rank_math_lock_modified_date":false,"footnotes":""},"categories":[31],"tags":[],"class_list":["post-24513","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bookipro-en"],"_links":{"self":[{"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/posts\/24513","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/comments?post=24513"}],"version-history":[{"count":3,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/posts\/24513\/revisions"}],"predecessor-version":[{"id":25237,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/posts\/24513\/revisions\/25237"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/media\/24503"}],"wp:attachment":[{"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/media?parent=24513"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/categories?post=24513"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/tags?post=24513"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}