Always accessible. Always personal.

Today, a guest does not just choose a bed and breakfast, but a total experience. From first contact to long after check-out. And it is precisely in that long line that communication makes the difference. Not as an extra, but as a thread that inspires trust, meets expectations and builds loyalty.

Everything used to go through the front desk. One point of contact, one phone, one inbox. Today, things are different. Guests expect speed and convenience via their preferred channel: WhatsApp, Instagram, Booking.com, Google, Facebook, ... They ask a question and want a quick answer - preferably personal, clear and friendly.

In many hotels, that communication is fragmented. Reception manages Booking, marketing does social media, management answers Google reviews. The result? Incomplete answers, an inconsistent tone of voice, missed opportunities - and frustration, for both the team and the guest.

This is precisely why omnichannel communication is no longer a luxury. It is a necessity. By bundling everything in one system - think of tools like Quicktext, Asksuite or HiJiffy - you maintain overview, speed and a consistent approach. Automatic answers to frequently asked questions create peace of mind. And the team gets breathing space to focus on what really matters: personal attention.

Even after the stay, you remain present. A simple thank you, an invitation for feedback or a personal message on the next action: these are small gestures that guarantee a lasting connection.

Omnichannel communication is not a technological plaything. It is hospitality, translated to this day and age. Not cold automation, but smart support that allows it to be more human than ever.

And yes, that takes some getting used to. But also the way to turn doubters into decision-makers, satisfied guests into fans, and loose contacts into lasting relationships.

Tomas Sergeant
IT & Marketing Manager C-Hotels