Every guest conversation in one place your whole team can see.
Hello Hotel gives your property one inbox for calls, texts, and email. Every conversation is organized by guest, visible to whoever is on shift, and tied to the hotel’s number instead of anyone’s personal phone. The night shift picks up exactly where the morning shift left off, with no handoff notes to write and no time spent recapping.
An inbox built around how hotel teams actually work.
Shifts change, staff turn over, and guests reach out on whatever channel is closest. The inbox is what holds all of it together.
One thread per guest, across every channel
Calls, texts, voicemails, emails, and automated messages land in a single conversation per guest. A photo a guest texts shows up inline, right where you’d expect it. New activity appears without a refresh, so two people working the same thread never step on each other. You can also automate your pre-arrival messages, and they land in the same thread as everything else.
Nothing sits in the queue unnoticed
Mark conversations Unread, Read, Follow Up, or Closed, then filter by status or by live PMS data: Arriving, In-House, Departing, or Future. Search by guest name, phone number, room, or the words inside a message. Select several at once to close them out or send a message in bulk.
A dashboard that shows who is still waiting
Missed calls stay listed until a real person calls or texts back, so an auto-reply never clears the row. Unresolved voicemails sit in their own queue with the caller, the room, and an AI summary. Notes where a teammate tagged you gather in one place, and an automation that fails raises a notice instead of disappearing.
Replies that go out fast and still sound like your hotel
Save the messages your team sends over and over, then drop one in from the composer by picker or by typing a trigger. Pull the guest’s first name, room number, stay dates, or check-in link straight into the text from a variable menu. Every outbound message shows sent, delivered, or failed right in the thread.
Access and history that stay with the property.
Assign access per phone number so the front desk, housekeeping, and management each see the lines that concern them. Alerts follow that same routing, so a new message pings the people assigned to that number rather than everyone in the organization. When someone’s shift ends or they leave for good, the number and the conversation history stay exactly where they are.
Better for your team and better for your guests.
When everyone can see the same conversation, a handoff stops being a debrief and becomes a glance at the screen.
Every guest has one thread.
Every call, text, voicemail, and email with a guest sits in one place. You pick up where the last shift left off without asking anyone what happened overnight.
The handoff happens in the inbox.
Mark a conversation Follow Up and leave an internal note for whoever comes on next. Tag them by name and it lands on their dashboard, so the detail lives exactly where your teammate can act on it.
You see everything without sitting at the desk.
Watch how your team responds, who is handling what, and where conversations stall. Give feedback and support while it’s still timely and can actually help, without leaning over anyone’s shoulder.
They feel known by the whole hotel.
Guests never repeat themselves when a new person answers. Whoever picks up next already has the stay, the request, and the history in front of them.
One product, not a stack of tools.
Hello Hotel was designed as one product, not a stack of separate tools. Each part makes the others stronger.
Phone System
One number your whole team shares, with advanced routing, transcribed voicemails, and every inbound call recorded and searchable.
Explore the phone systemGuest Messaging
Guests text the same number they call, and live reservation data from your PMS rides along on every thread.
Explore guest messagingAI Assist
Drafted replies, summaries on calls and voicemails, and answers pulled from your PMS. Your team reviews, edits, and sends.
Explore AI AssistFrequently asked questions
What is a shared inbox for hotels?
It’s one place where your whole team sees every guest conversation, instead of messages scattered across personal cell phones, a front desk voicemail box, and an info@ address nobody owns. In Hello Hotel, each guest gets a single thread that holds their calls, texts, voicemails, and emails. Anyone with access to that phone number can read the history and respond, so the conversation belongs to the property rather than to whoever happened to answer.
How is this different from a group email address or a shared cell phone?
A group inbox tells you a message arrived but not whether anyone handled it, and a shared cell phone walks out the door at the end of a shift. Hello Hotel gives every conversation a status, keeps missed calls and unresolved voicemails on a dashboard until a person actually follows up, and holds the number and the history at the organization level.
Can we control which staff see which conversations?
Yes. Access is granted per phone number, so you can give housekeeping one line, the front desk another, and management everything. Notification routing follows the same assignments, so people only get alerted about the numbers they work.
What happens to conversations when an employee leaves?
Nothing moves. Phone numbers belong to the organization, not to individual staff, so the number, the thread history, and the guest context all stay put when you remove someone from the team.
Where do guest voicemails go?
Into the guest’s thread, transcribed and summarized, so you can read a voicemail instead of listening to it. Unresolved voicemails also sit in their own dashboard queue with the caller and the room, and they stay there until someone on your team resolves them.
Can we send email from the inbox too?
Yes. Email is a full channel in the composer alongside calls and texts. You can send with a subject line, watch delivery status in the thread, and retry a failed send or push it out as an SMS instead. Connect your own Gmail, SMTP server, or Resend account so email comes from your hotel’s address.
Does the inbox work on mobile?
Yes. The inbox runs on web and on iOS, and the Missed Calls, Voicemails, and Tagged-for-you dashboard cards are on both. Photos a guest texts pinch to zoom on mobile.
Does it connect to our PMS?
Hello Hotel has a certified Mews integration. Guest contacts sync both ways, every thread opens with live stay dates, room number, reservation status, and booking source, and you can filter the whole inbox by Arriving, In-House, Departing, or Future.
How much does Hello Hotel cost?
Plans start at $99/mo, with calls billed per minute and texts billed per segment. There’s no hardware to buy, and your plan covers your whole team up to its user count rather than charging per seat from the first person.
An inbox your team will actually keep open.
One shared number, one thread per guest, and a queue that shows exactly who is still waiting on a reply. Setup takes a few minutes, and your existing number can come with you.
- One thread per guest for calls, texts, voicemails, and email
- Unread, Read, Follow Up, and Closed statuses with PMS-powered filters
- Internal notes and @-tagging for clean shift handoffs
- Per-number access control and routing-aware alerts
- Search across guests, rooms, and message content