A native integration with Cloudbeds so properties on Cloudbeds get the same experience Mews properties get today: live reservation context next to every conversation, automatic guest identification on inbound calls and texts, smart guest status labels (Arriving, In-House, Departing, Past), two-way contact sync, and a one-click link from any conversation back to the guest in Cloudbeds. This is one of the most requested integrations on our roadmap.
A native integration with Guesty so property management companies running on Guesty get the same live reservation context, automatic guest identification, and two-way contact sync that Mews properties get today. The integration should bring guest and reservation data into Hello Hotel, match inbound calls and texts to the right stay, and link out to the guest's profile in Guesty. This is the key unlock for multi-listing property management companies whose primary working surface is Guesty's unified inbox.
Support sending MMS attachments from the message composer — images, PDFs, and short video clips. Staff should be able to drop a file into the composer, preview it, and send it alongside text. This unlocks sending cabin maps, arrival instructions, receipts, menu PDFs, and property photos from inside a conversation thread, and closes a real gap against SMS-only tools like Kipsu and AKIA where operators have to link out to external hosts for long-form content.
Add merge fields (also called variables or placeholders) to the message composer — for example, guest first name, check-in date, room number, or property name. When composing a message, staff can insert a merge field that gets filled in with real reservation data at send time. Essential for bulk messages, automation steps, and any templated communication where a personal touch matters. Already partially exposed in the automation engine; this brings the same capability into the live composer.
Let a team member compose a message and schedule it to send at a specific future time rather than right now. The scheduled message shows up in the conversation thread with a "scheduled for [time]" badge and can be edited or canceled before it sends. This is the lightweight, one-off complement to full automations: perfect for "send this note tomorrow morning" or "remind this guest about their checkout time in two hours" without building a whole automation flow.
Pre-booking conversation intelligence dashboard A dedicated analytics surface that captures every pre-booking call and message and turns it into learnable data for sales and revenue teams. Because every inbound call is recorded and transcribed, the dashboard can aggregate conversion signals across all of them: how many pre-booking calls came in, how many converted into reservations, what questions and objections came up most often, which marketing channels drove the best calls, and how response time affected conversion. Staff can drill into any individual conversation from the aggregate view to listen to the recording, read the transcript, and tag outcomes. The goal is to turn every sales conversation into learnable data — without requiring staff to manually document anything — so operators can coach their team, spot booking friction, and understand why certain bookings didn't close. This is a strong differentiator over generic call-recording tools like SenSquared, because it pairs conversation capture with the PMS context those tools don't have.
On-call rotation scheduling Let admins define staff schedules and on-call rotations inside Hello Hotel, and have the routing engine respect those schedules automatically. For example: 'Monday 5pm to Tuesday 9am, route all inbound calls to Sam's device; Tuesday 9am to Tuesday 5pm, route to the full front desk team.' Rotations should support recurring weekly patterns, one-off overrides, and hand-off notifications to the incoming on-call person. This replaces the 'physically walk into the office and dial *72' pattern several small hotel operators still rely on, and gives remote owners real visibility into who's covering what. 5
Airbnb messaging integration Bring Airbnb guest messaging into Hello Hotel's shared inbox so Airbnb conversations are handled alongside SMS and other channels. Blocker: requires access to the Airbnb messaging API. Scoped to Airbnb only - Booking.com is tracked separately (#50) and Expedia has its own ticket.
Overall conversation intelligence dashboard A broader analytics surface that goes beyond pre-booking to cover the full guest conversation lifecycle — in-stay and post-stay messages and calls, not just sales calls. The dashboard aggregates response times, missed calls and their recovery, escalation paths, service recovery patterns, complaint clusters, and team-level performance metrics. Operators can see trends over time, drill down into individual conversations, and use the data to coach their team, justify staffing decisions, and spot operational quality gaps. Where the pre-booking conversation intelligence dashboard helps sales and revenue teams, this one helps operations leaders and multi-property managers understand the quality and volume of their guest communications as a whole. 6
Auto-translate guest messaging Automatically translate inbound guest messages into the staff member's preferred language, and translate outbound staff replies back into the guest's language at send time. Both the original message and the translation are visible side by side in the thread so staff can verify context and catch anything the translation engine gets wrong. The engine handles text messages, voicemail transcripts, and call transcripts — so a Spanish-speaking guest who leaves a voicemail still produces an English transcript for the front desk. Especially valuable for properties with international guests: WhatsApp-heavy markets, destinations popular with non-English-speaking travelers, and any hotel whose guest base is more global than its front desk staff. Pairs naturally with the WhatsApp integration already on the roadmap. 6