{"id":24513,"date":"2026-07-21T11:58:28","date_gmt":"2026-07-21T11:58:28","guid":{"rendered":"https:\/\/bookipro.com\/?p=24513"},"modified":"2026-07-21T11:58:29","modified_gmt":"2026-07-21T11:58:29","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\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\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Why is it important to centralise guest messages?<\/h2>\n\n\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\n\n<p class=\"wp-block-paragraph\">Without a <strong>unified tool<\/strong>, it is common to encounter situations such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Bookings spread across various OTAs<\/strong> such as&nbsp;<a href=\"https:\/\/www.booking.com\/\" target=\"_blank\" rel=\"noopener\">Booking<\/a> or&nbsp;<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\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\n\n<div style=\"height:27px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">A single panel for all conversations<\/h2>\n\n\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\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\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\n\n<div style=\"height:53px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Key benefits<\/strong><\/h4>\n\n\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\n\n<h4 class=\"wp-block-heading\"><strong>Contextual information in every conversation<\/strong><\/h4>\n\n\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\n\n<p class=\"wp-block-paragraph\">When you access a chat, you will be able to see:<\/p>\n\n\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\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\n\n<h4 class=\"wp-block-heading\"><strong>Find any conversation in seconds<\/strong><\/h4>\n\n\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\n\n<p class=\"wp-block-paragraph\">That is why the system includes <strong>filters<\/strong> that allow you to:<\/p>\n\n\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\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\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Better coordination for the whole team<\/strong><\/h4>\n\n\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\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\n\n<p class=\"wp-block-paragraph\">By using a <strong>standardised tray:<\/strong><\/p>\n\n\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\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\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">A feature built into Bookipro\u2019s Channel Manager<\/h2>\n\n\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\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\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Communication is also part of the guest experience<\/h2>\n\n\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\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\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\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">A complete record for each guest<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">As well as replying to messages, having a unified conversation history makes it easier to keep track of each booking. 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\n\n<p class=\"wp-block-paragraph\">This is particularly useful when a single booking generates several enquiries before, during or after the stay. Rather than searching for information on different platforms, the team can access the full context of the conversation directly from the PMS, improving continuity of care and avoiding duplicate or contradictory responses. <strong>This also helps maintain consistent communication across different team members, reduces the risk of misunderstandings and enables faster, more informed decisions when handling guest requests or resolving issues.<\/strong><\/p>\n\n\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Fewer platform changes, more time for management<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">One of the biggest challenges in managing holiday accommodation is the number of tools used on a daily basis. 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\n\n<p class=\"wp-block-paragraph\">By integrating the chat function into the management system itself, the need to constantly switch between different systems is reduced. 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. Furthermore, having all the information centralised minimises errors and improves coordination between different team members. All of this contributes to smoother, more efficient operations that are better equipped to handle a higher volume of bookings without complications or wasted time, <strong>while improving response times and creating a more consistent experience for both staff and guests.<\/strong><\/p>\n\n\n\n<div style=\"height:27px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:51px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\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>&nbsp;<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\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":2,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/posts\/24513\/revisions"}],"predecessor-version":[{"id":24515,"href":"https:\/\/bookipro.com\/en\/wp-json\/wp\/v2\/posts\/24513\/revisions\/24515"}],"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}]}}