The biggest update since June. Your automations can now ask a guest a question and act on the answer, Hello Hotel notices when a phone number changes hands so a message never goes to last month's guest, and the rates a visitor sees in chat are now the rates on your booking engine.

Ask a guest a question — and branch on the answer

Automations could only send. Now they can ask. A new Guest question step texts the guest a message with two to five numbered options, waits for the reply, and sends the workflow down a different path depending on what came back — so "How was your stay? Reply 1 for great, 2 for okay, 3 if something went wrong" can send happy guests a review link and route everyone else to a person.

• A guest who replies with a number is routed by the workflow. Their reply appears in the thread, but it doesn't land on your team as unread, and it doesn't set off any other automation

• Anything that isn't a bare number — a sentence, a question — comes through to your team like any other message and takes the workflow's "other" path, so a real reply is never swallowed

• A "no reply" path handles silence, and each answer is available to later steps in the workflow

• There's a new Guest Checked Out trigger built for this: fire a set number of hours after checkout, or at a specific time a set number of days later. A guest counts as checked out once Mews records the departure

• One open question per guest at a time, with a cooldown so nobody gets asked twice in quick succession. A guest who texts STOP is opted out before any question is processed

Reply matching works over SMS. Pair it with the new review link variable — set your review URL once in organization settings and drop it into any message as a branded short link.

Add Internal Note replaces Create Alert

The Create Alert action is gone, replaced by Add Internal Note. Instead of a bare alert with no text and no addressee, a workflow now writes a staff-only note on the guest's conversation — with merge fields, and with @ tags that alert the tagged people exactly the way a hand-written note does: the Tagged for you row on their dashboard, plus a push to their phone. The note shows as written by the workflow, so nobody wonders who left it.

The right guest gets the message when a number changes hands

Hotel phone numbers get reused: a front-desk line typed onto one reservation, a partner's mobile on the next, a number recycled by a carrier. Hello Hotel now works out who a number belongs to before your automations fire, so a check-in text goes to the guest arriving today rather than the one who had that number last month.

• Runs automatically as reservations sync from Mews — nothing to switch on

• The guest who lost the number gets a banner on their thread explaining that it moved, and texting is removed from their composer until a new number is on file

• When it's not clear-cut, the pair lands in a conflict queue with a dashboard card and a Merge contacts screen, and any switch can be undone from the decision that made it

Rates in chat now match your booking engine

Room search in web chat and availability answers from AI Assist now quote the rates behind the booking engine URL on your AI agent settings page — the same rate set, priced for the party size, that the "Book now" link lands on. A visitor no longer sees one price in the chat and another at checkout.

If you haven't added your booking engine URL yet, results fall back to your public rates and no booking link is appended — so paste it in under AI Agent → Settings to get the full effect.

See your AI credit usage on the billing page

Settings → Billing & Usage now shows Agentic AI Credit consumption alongside your minutes and messages. Credits are measured from actual usage — one credit per thousand tokens — across call and voicemail summaries, AI-drafted replies in the composer, and web chat AI turns, so the number on your invoice is never the first time you see it. Current month only, like the rest of the usage view.

WhatsApp message templates (early access)

If you're on WhatsApp early access, you can now author message templates in Hello Hotel, submit them for approval, track that approval on the new templates page, and send approved templates from the composer. WhatsApp stays by request — ask through the in-app chat or [email protected] and we'll connect your Business Account.

Smaller things you'll notice

• The composer picks the right channel. When a guest can be reached more than one way, replies default to the channel they last messaged you from

• Voicemail counts per number. On accounts with more than one line, the dashboard's Voicemails card breaks counts out by number, so you can see which line is piling up callbacks

• Your own line, named. Your organization's phone numbers now appear in Contacts under the line's name and marked Organization Phone, instead of showing as "Unknown"