WhatsApp templates for hotels: the practical playbook
30 ready-to-adapt WhatsApp templates for every moment of the stay, from the booking confirmation to the win-back, with Meta’s rules on approval, pricing and opt-in.
- 30 templates
- 50 pages
- 8 chapters
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What is a WhatsApp template?
A WhatsApp template is a message format that Meta approves in advance, and the only way a hotel can start a WhatsApp conversation outside the 24 hours after a guest last wrote. Hotels use utility templates for booking confirmations and pre-arrival details, and marketing templates for offers and newsletters, each with its own rules and costs. See how hotels run them day to day in WhatsApp for hotels.
What is inside the templates playbook
- 01
Template basics and Meta’s rules
The three categories, approval, pricing, the 24-hour window, opt-in and the common reasons for rejection.
- 02
The guest journey timeline
Every template placed on the stay: the moment, the timing, the category and the goal.
- 03
Booking and pre-arrival
Confirmation, transfer offer, online check-in, directions, early check-in and preferences.
- 04
Arrival and in-stay
The day-one check, dinner and spa slots, late arrivals, local tips and replies inside the service window.
- 05
Upsells and events
Late checkout, upgrades, conference logistics, galas, rooftop nights, safari activities and kids club.
- 06
Post-stay, loyalty and campaigns
Invoice, review request, direct rebooking, anniversary, win-back, season opening and invitations.
A page from the playbook: template 01
Every template comes with its category, its timing, the variables and a tip. This is the first one, sent right after the booking.
Download free- Header
- Your stay is confirmed
- Body
- Dear {{1}}, thank you for choosing Grand Hotel Wilhelmina. We have reserved a {{2}} for you from {{3}} to {{4}}, booking reference {{5}}. If anything changes, just reply to this message.
- Variables
- {{1}} first name · {{2}} room type · {{3}} arrival · {{4}} departure · {{5}} booking reference
- Tip
- Send it within minutes of the booking. A confirmation that arrives late makes guests check their bank statement instead of looking forward to the stay.
Who the templates playbook is for
General managers
Agree one set of messages for the whole stay, in your voice, and know what each one costs.
Front office
Send the practical details guests ask for before they ask, and handle the replies in one thread.
Revenue and marketing
Offers and newsletters that pass approval, reach opted-in guests and come back as bookings.
Spa Resort Geinberg sent pre-arrival messages and campaigns as WhatsApp templates with photos and buttons. 95% of its WhatsApp messages were opened, against about 20% of its emails.
Read the case study
Nic leads chatlyn and helps hotels write WhatsApp messages that pass Meta’s approval and get answered. This playbook collects the templates and the rules behind them.
Common questions
Yes. Leave your details and download the PDF straight away; we also send it by email.
Yes. Meta reviews every template before it can be sent. Review usually takes minutes, but plan for 24 hours, since a rejection means a second round. The playbook lists the common reasons for rejection.
Utility templates are about an existing booking or request, such as a confirmation or check-in details. Marketing templates promote something, such as an offer or a newsletter. Marketing costs more and counts towards each guest’s daily cap.
Only to guests who agreed to hear from the hotel on WhatsApp. Sending without opt-in leads to reports, and too many reports can restrict the number.
More free ebooks for hotel teams
See it working in your hotel.
The ebooks show the method. A 30-minute call shows how chatlyn puts it to work across your guest channels, with your team in charge.