Travel & hospitality
WhatsApp for travel and hospitality.
Travellers plan, ask and change their minds on WhatsApp. Answer every enquiry, send the itinerary and tickets in the same thread, remind guests before they travel, and help them during the trip from one number.
What does Baat do for travel agencies, tour operators and hotels?
For travel agencies, tour operators and hotels, Baat runs guest communication on one WhatsApp number. Enquiries get a fast first reply and a follow-up, itineraries and booking documents are sent in the chat, reminders go out before departure or check-in, an AI agent answers routine questions at any hour, and a feedback request follows the trip.
A travel enquiry is a comparison. The family planning a Kerala trip has asked four agents, and the one who sends a clear itinerary first usually wins. After the booking, the traveller needs vouchers, tickets and hotel details in one place, and they need answers at odd hours, from airports and hotel lobbies. Front desks and agents end up answering the same questions about check-in times, pickup points and what to pack, by phone, while new enquiries wait.
How do travel agencies, tour operators and hotels use WhatsApp?
Each of these runs on Baat today. Open one to see how it works.
Use case
Answer enquiries before the traveller books elsewhere
Every enquiry gets a first reply with the options, and follow-ups until the traveller decides. The agent who picks it up sees the dates, the group size and every question asked so far.
Guide
Send itineraries, vouchers and tickets in the chat
Share the itinerary, hotel vouchers and tickets as documents in the same thread. The traveller can find everything on the day without searching their email.
Product
Remind guests before departure or check-in
A journey sends the pickup time, the check-in details and what to bring, at the right point before the trip. Guests confirm or ask questions by replying.
Use case
Answer routine questions during the trip
An AI agent trained on your trip and property details answers questions about timings, pickup points and facilities at any hour, and hands anything urgent to a person.
Use case
Ask for a review after the trip
When the guest is home, ask how it went. A problem reaches your team privately. A happy guest can be pointed to your public review page.
Use case
Invite past travellers back next season
Send a broadcast about next season's trips or offers to past guests who opted in, segmented by the kind of trip they took.
Example conversation
From enquiry to itinerary in one evening.
A traveller asks about a family trip. The agent sends options, then the itinerary as a document in the same thread. Every detail is in one place for the day they travel.
- Shared Inbox: Agents and front desks share one number, so a guest's question reaches whoever is on duty, with the full trip history beside it.
- AI Agents: Routine questions about timings, pickup points and facilities get an answer at any hour, even when the office is closed.
- Journey Builder: Documents, reminders and the day-before message go out on their own after every confirmed booking.
Farhan Sheikh Online
- Hi, we are 2 adults and 2 kids. Looking at Kerala for 5 nights in December. 8:05 PM
- Hello Farhan. Lovely time to go. Would you like Munnar and Alleppey with a houseboat night, or a beach stay in Varkala? 8:07 PM
- Munnar and the houseboat please. 8:12 PM
- Here is a draft itinerary for 5 nights, with hotel options at two budgets. Tell me what to change and I will send the final quote. 8:20 PM
An example. The people in it are made up.
Automation
Every guest is ready before they travel.
A journey starts when a booking is confirmed. It sends the documents, reminds the guest before departure, and asks one simple question the day before, so last-minute changes reach your team in time.
- Booking confirmed
- Send itinerary and vouchers
- Remind three days before departure
- Send pickup time and contact the day before
Any changes?
YesHand to the trip agent
NoWish them a good trip
Why do travellers prefer WhatsApp?
Because travel planning happens in spare moments. A family compares trips in the evening, asks a question at lunch, and decides at the weekend. A message thread lets them do that at their own pace, and keeps every option and price in one place they can show each other.
During the trip, WhatsApp works where a phone call is awkward: in an airport queue, on a train, in a hotel lobby. A quick message gets the pickup time or the check-in rule without a call.
How should an agency handle WhatsApp enquiries?
Answer quickly, and answer with something concrete. An automatic first reply can confirm the dates and group size and ask one useful question, such as hills or beach. An agent then sends options with prices. The agency that sends a clear itinerary first is often the one that gets the booking.
Assign each enquiry to one agent. With a shared inbox, a manager can see which enquiries have gone quiet and follow them up before the traveller books elsewhere.
What should go out before the trip?
The things a guest needs on the day: the itinerary, the vouchers, the pickup time and a contact number. Send the documents when the booking is confirmed. Send a reminder a few days before. Send the pickup details the day before. A short question, “any changes?”, gives the guest an easy way to tell you about a delayed flight before it becomes a missed pickup.
Can trips be sold from a WhatsApp catalogue?
Not on the WhatsApp Business Platform. Meta’s Commerce Policies list travel services, including hotels, airlines and car rentals, among the services that cannot be offered through catalogues there. The conversation itself is where travel is sold: options, questions, a quote and a confirmation, all handled by your agents in the shared inbox.
What do WhatsApp's rules mean for travel agencies, tour operators and hotels?
- Meta's Commerce Policies do not allow travel services, including airline services, hotel accommodation and car rentals, to be offered through catalogues on the WhatsApp Business Platform. Approved services may only be offered through catalogues on the WhatsApp Business app. Sell trips through your agents in the chat, not as catalogue listings.
- Do not ask travellers to send passport, Aadhaar or other ID card numbers, or full card numbers, over WhatsApp. Meta's policy does not allow it. Collect them through a secure form or at check-in.
- Message only travellers who agreed to receive WhatsApp messages from you. Booking documents and reminders for a trip they booked are expected. Offers to past guests need their opt-in.
Checked against Meta's own policy pages on 21 October 2026: Meta Commerce Policies: Services, WhatsApp Business Policy. Meta changes these rules from time to time, so read the current version before you start.
Questions travel agencies, tour operators and hotels ask about WhatsApp
Can we send tickets and vouchers on WhatsApp?
Yes. You can send documents and images in the chat, so itineraries, hotel vouchers and tickets sit in the same thread as the conversation. The traveller can find them on the day without searching their email.
Can travellers book and pay for a trip from a WhatsApp catalogue?
Not through the WhatsApp Business Platform. Meta's Commerce Policies do not allow travel services to be offered through catalogues on the platform. Your agents can still take the booking in the conversation and share the details.
Can an AI agent help guests during the trip?
Yes, for routine questions. Train it on your trip, hotel and pickup details so it answers timings and facilities at any hour. Set it to hand urgent or unusual questions to a person on duty.
Can a hotel's front desk and reservations team share one number?
Yes. Both teams work from one number in the Baat shared inbox. Conversations can be assigned to reservations before arrival and to the front desk during the stay.
Do reminders before a trip cost as much as marketing messages?
A reminder about a trip the guest booked is normally a utility message under Meta's categories, which costs less than marketing. Current rates for India are on the pricing page.
Read next
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Plans and pricing
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