About
Viqal is a hospitality-focused AI automation platform that enables hotels to manage guest communication at scale through WhatsApp and other trusted channels. With WhatsApp achieving 98% open rates compared to email, Viqal leverages this channel to deliver instant, personalized responses to the repetitive questions hotel teams face daily — check-in times, parking information, amenity details, and more. Beyond reactive support, Viqal enables proactive campaigns that reach guests at key moments: before arrival, during their stay, and after checkout. These campaigns drive online check-in adoption, promote upsell opportunities (room upgrades, extended stays, add-on services), and collect post-stay reviews — all automatically and without adding work for hotel staff. The platform features a deep two-way PMS integration that goes beyond simple data syncing. Viqal can execute real-time operational actions — changing bookings, sending invoices, syncing check-in data, and managing upsells — directly through conversation. A team inbox handles escalations requiring human attention, ensuring seamless handoffs. Viqal covers the full guest lifecycle: pre-booking web widget, booking confirmation, pre-stay communication, arrival instructions and digital keys, in-stay issue handling, departure coordination, and post-stay marketing campaigns. On average, hotels using Viqal automate over 80% of guest communication, reduce staff workload significantly, and generate approximately €46 in additional upsell revenue per room per month. It is designed for independent hotels, resorts, and property management companies seeking to modernize guest engagement without increasing headcount.
Key Features
- WhatsApp AI Automation: Automatically handles repetitive guest inquiries on WhatsApp — including check-in times, parking, amenities, and more — with instant, accurate responses 24/7.
- Proactive Guest Campaigns: Sends personalized WhatsApp messages at key moments in the guest journey (pre-arrival, in-stay, post-checkout) to drive check-ins, upsells, and review requests.
- Automated Upselling: Uses live PMS and guest data to deliver targeted upsell offers — room upgrades, extended stays, and add-on services — allowing guests to accept with a single tap.
- Deep PMS Integration: Goes beyond data syncing with real-time two-way PMS integration that executes operational actions like modifying bookings, sending invoices, and syncing check-ins directly through WhatsApp.
- Team Inbox & Escalation Handling: Provides a shared team inbox so hotel staff can seamlessly take over conversations that require a human touch, ensuring no guest request goes unresolved.
Use Cases
- Automating high-volume repetitive guest inquiries (check-in/out times, parking, Wi-Fi, amenities) on WhatsApp to free up front desk staff.
- Sending personalized pre-arrival WhatsApp messages with online check-in links, arrival instructions, and early check-in upsell offers.
- Delivering automated in-stay upsell campaigns for room upgrades, restaurant reservations, spa bookings, and partner services.
- Collecting post-stay guest reviews automatically via WhatsApp to boost online reputation on platforms like TripAdvisor and Google.
- Managing group bookings and walk-in QR code generation to streamline check-in for large parties without additional staff overhead.
Pros
- Exceptional Engagement Rates: WhatsApp's 98% open rate ensures guest messages are actually seen and acted upon, far outperforming email-based communication.
- High Automation Coverage: Automates up to 93% of guest inquiries, dramatically reducing workload for hotel staff while maintaining fast and consistent response quality.
- Revenue-Generating Upsells: Delivers measurable ROI with an average of €46 in extra upsell revenue per room per month through automated, personalized offers.
- Full Guest Journey Coverage: Supports every stage from pre-booking to post-stay, including digital keys, online check-in, and review collection, all from a single platform.
Cons
- Hospitality-Specific Focus: Viqal is purpose-built for the hotel industry, making it less suitable for businesses outside of hospitality or short-term rentals.
- PMS Integration Required for Full Value: The most powerful features — live upselling, booking modifications, personalized segmentation — depend on a working PMS integration, which may require technical setup.
- Primarily WhatsApp-Centric: While WhatsApp offers high engagement, guests or markets where WhatsApp adoption is lower may see reduced effectiveness compared to other channels.
Frequently Asked Questions
What is Viqal and who is it for?
Viqal is an AI-powered guest communication platform built specifically for hotels, resorts, and property management companies. It automates WhatsApp messaging across the entire guest journey, helping hotel teams reduce manual workload while improving guest satisfaction and revenue.
Which communication channels does Viqal support?
Viqal primarily operates through WhatsApp, leveraging its 98% open rate for maximum guest engagement. It also supports website chat widgets and can integrate with other communication channels used by hotels.
How does Viqal's upselling feature work?
Viqal connects to your PMS to access live booking and guest data, then automatically sends personalized upsell offers — such as room upgrades, extended stays, or add-on services — at the optimal moment in the guest journey. Guests can accept offers with a single tap directly in WhatsApp.
What PMS systems does Viqal integrate with?
Viqal offers deep two-way integrations with major Property Management Systems. The integration is not just data syncing — it allows Viqal to execute real-time actions like modifying reservations, sending invoices, and syncing check-in status. Contact Viqal for a full list of supported PMS platforms.
How much does Viqal cost?
Viqal does not publish a standard pricing list as plans are tailored to each hotel's size and needs. You can book a demo on their website to get a personalized quote and see the platform in action.
