Guest messaging from booking to checkout
Every guest already has WhatsApp, and it is where they will write whether you plan for it or not. Morasel keeps that conversation attached to the stay it belongs to, so whoever answers can see the booking, the unit and what has already been said.
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The stay is in one place and the conversation is in another
A guest asks about early check-in on WhatsApp, on somebody's personal phone. The answer is given, the booking is never updated, and on the day nobody at the property knows. The message that mattered is in a thread the rest of the team cannot see.
- Questions arrive on whichever number the guest happened to have.
- Answers live in one person's phone and leave with them.
- The same question gets a different answer depending on who replies.
One thread, attached to the stay
A guest's number is the link. When a booking carries it, everything that guest writes attaches to that stay — before arrival, during it, and after they leave — and the team sees the conversation and the booking together rather than guessing which stay a message is about.
- What the team sees
- The thread, the booking, the unit, the dates and who replied last
- Who can reply
- Anyone on the team, from the shared inbox — not one person's phone
- How a guest gets in
- WhatsApp or email; no password and no app to install
- What is automatic
- Check-in and check-out assistance, raised against the stay at the right moment
The stay, as a conversation
From the first question to the last night, in one thread — attached to the stay from the moment the booking exists.
Before there is a booking
Someone asks about the dates, the rate, whether the unit sleeps three. There is no stay to attach it to yet, so it attaches to their contact and lands in the same shared inbox as everything else — and the thread carries over the moment the booking exists.
The booking is confirmed
Staff record the booking once the guest agrees, and the confirmation — dates, unit, total — goes out in the thread the guest is already reading. From that point the conversation is attached to the stay.
Before arrival
Questions about parking, arrival time, whether the pool is open. Answered against a booking the responder can actually see, so "can we come early?" gets an answer based on whether the unit is free the night before.
Check-in
Service rules raise check-in assistance against the stay at the right moment — anchored to the check-in time and offset by however long before you want it. The guest gets the door code and the directions in the thread they are already reading.
During the stay
Requests go into the same conversation: a broken air conditioner, extra towels, a late checkout. They become tasks against the unit rather than a message someone hopes to remember.
Check-out and after
Check-out assistance fires the same way. The thread stays attached to the stay, so a returning guest arrives with their history rather than as a stranger.
What it looks like to the guest
No app, no portal, no account. The thread they already have.
What your team works from
A shared inbox, not a personal phone. The conversation belongs to the property, so it survives shift changes and staff leaving.
- Every guest thread in one place, each attached to its stay.
- Anyone with access can pick up a conversation someone else started.
- A request raised in chat becomes a task on the unit, with a due time.
- A guest who books again arrives with the previous stays attached.
How a guest proves who they are
Some things — seeing a booking, cancelling a stay — need more than a phone number in a message. Morasel has two doors, and both avoid making the guest invent a password.
- WhatsApp: the guest sends a short phrase from their own number, and confirms it when we write back. A message from a number proves more than a code sent to one.
- Email: a link to an address that already has a stay. An address with no booking gets the same answer as one that does, so the link never reveals whether somebody has stayed with you.
- Neither door creates an account for a stranger. Proving a number or an address is not the same as being entitled to a booking, and the two are decided separately.
What this is not
It is not a bot that answers for you. Automatic messages are the ones tied to the stay's own moments — check-in and check-out assistance — and everything else is a person replying from the shared inbox. Morasel also does not put the guest in a portal or an app: the conversation stays in WhatsApp, which is the point. And messages are not free — they are billed per delivered message from a prepaid wallet at our published rates, separately from your subscription.
Keep the conversation with the property
One thread per stay, visible to the whole team, on the app the guest already has.
Questions about guest messaging
Does the guest need an app or an account?
No. They write on WhatsApp as they would to anyone. If they need to see or cancel a booking, they prove their number over WhatsApp or use an email link — no password either way.
Can more than one person reply?
Yes. Threads live in a shared inbox, so any team member with access can pick one up, and the conversation stays with the property rather than with whoever answered first.
What is sent automatically?
Check-in and check-out assistance, raised against the stay and timed from the check-in or check-out moment with whatever offset you set. Everything else is written by a person.
Is it a chatbot?
No. Morasel attaches the conversation to the stay and raises the timed items; the replies are yours.
What languages can we answer in?
The guest-facing stay page speaks English, Arabic, German, Russian, Italian and French, and the chat widget greets in all six. Replies in the thread are whatever your team writes.
Do messages cost extra?
Yes, and separately from your subscription. WhatsApp is billed per delivered message from a prepaid wallet inside Morasel, at the rates in our published rate card (Meta's official pricing by country and message type, plus a Morasel service fee), so the two costs stay visible and apart.
What happens to a booking that came from Airbnb?
It arrives with dates but no contact — the platforms withhold that. Add the number from their extranet once, and the guest's messages attach to that stay from then on.
Is there a guest guide?
Not as a separate app or booklet. What a guest guide usually holds — door code, directions, WiFi, house rules, check-out time — goes out as saved arrival and check-out messages against the stay, and stays in the thread for the guest to scroll back to.