Roadmap

See what we're working on and what's coming next.

Roadmap

See what we're working on and what's coming next.

Roadmap

See what we're working on and what's coming next.

Ideas12

Guesty Integration

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.

Pre-booking conversation intelligence dashboard

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.

AI-assisted suggested replies

AI-assisted suggested replies When a new inbound message or voicemail arrives in a conversation thread, Hello Hotel suggests a draft reply the team member can review, edit, and send with one click. The suggestion is grounded in the guest's reservation context and the full conversation history, and trained to match the property's tone. Crucially, this is an assist feature — the human is always in the loop and nothing is sent without explicit approval. This is the AI pattern customers keep asking for when they say 'help me draft, don't take over.' 6

On-call rotation scheduling

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

OTA messaging integration (Airbnb, Booking.com)

OTA messaging integration (Airbnb, Booking.com) Pull Airbnb and Booking.com guest messages into the Hello Hotel unified inbox and let staff reply from the same thread. When a guest books through an OTA and sends a message inside the Airbnb or Booking.com inbox, it should surface as a normal conversation in Hello Hotel, matched to the reservation, and any reply should flow back through the OTA channel. This solves a pain for motel and boutique operators whose OTA bookings are effectively invisible until the guest shows up on-site confused. 9

AI call summaries

AI call summaries After every inbound call is completed, Hello Hotel automatically generates a short summary (key points, caller intent, outcome, any promised follow-ups) and attaches it to the conversation thread. Summaries are searchable and show up in the thread alongside the audio recording and the full transcript. Makes it trivially easy to hand off a conversation to a teammate, review what happened while you were offline, or audit a missed opportunity — without anyone having to take notes in real time. 4

Overall conversation intelligence dashboard

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

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

Message templates (canned responses)

Message templates (canned responses) Save reusable message templates — sometimes called canned responses or snippets — that team members can drop into the composer with a keyboard shortcut or dropdown. Common use cases include check-in instructions, Wi-Fi details, late arrival guidance, local recommendations, and standard responses to recurring guest questions. Templates work alongside merge fields, so a staff member can insert a template and have variables like guest first name or room number filled in automatically at send time. Templates can be shared across the whole team or kept personal to a single user. This closes the gap against SMS-first tools like Kipsu and AKIA where snippet libraries are table stakes, and eliminates the copy-paste-from-Notes pattern many front desk staff rely on today. 4

Conversation assignment and claim

Conversation assignment and claim Let team members claim or assign a conversation to themselves or a teammate so it lands in that person's personal queue. Assigned conversations show an owner badge on the thread and can be filtered by assignee in the inbox view. Prevents two team members from replying to the same guest at the same time during busy periods, and gives every thread clear ownership so nothing falls through the cracks during hand-offs. Pairs naturally with the conversation intelligence dashboard so operational metrics like average response time, conversation load, and resolution rate can be measured per team member — not just at the property level. 4

Planned6

Cloudbeds Integration

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.

Remotelock Integration

A native integration with RemoteLock so lock codes, access events, and door sync status can be surfaced directly inside a guest's conversation thread in Hello Hotel. The integration unlocks three concrete workflows. First, staff can text guests their door codes securely from Hello Hotel — either manually from the conversation thread or automatically as part of a pre-arrival automation — without having to pull the code from a separate lock management tool. Second, the access log is visible alongside the conversation, so staff can confirm whether a guest has actually used their code to get in and proactively follow up if they haven't. Third, the integration surfaces lock sync status so staff know whether a code has actually been pushed to the physical lock before arrival, closing a major gap where codes "exist in the software" but haven't synced to the door yet. Together this makes lockouts — the highest-stakes moment in contactless check-in — resolvable in one place without switching tools.

Add Emojis to message composer

Add an emoji picker to the message composer so team members can include emojis in outbound SMS. Small quality-of-life improvement that makes guest messages feel more human and brings the composer in line with what users expect from any modern messaging tool.

Add attachments to message composer

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 to message composer

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.

Add ability to schedule a message to the message 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.

In progress1

WhatsApp Integration

A native WhatsApp integration that treats WhatsApp as a first-class channel inside the unified inbox, alongside voice and SMS. Inbound WhatsApp messages and voice calls are surfaced in the same thread as the guest's SMS and phone history. Outbound messages can be sent on WhatsApp directly from the composer. This is the highest-leverage channel expansion for international properties and for any hotel with a high volume of WhatsApp guests — a channel that's currently invisible to most operators because calls and messages land on a personal device with no recording, no logging, and no conversion insight.

In Testing1

Mobile App

Native iOS and Android mobile apps that give on-the-go staff a full working surface: accept inbound calls, reply to texts, see guest context, get reliable push notifications for new messages and missed calls, and hand calls off between the app and a forwarded cell line. Mobile is the primary working surface for most of our target customers — small and mid-size hotel teams where the person answering calls is rarely sitting at a desk. Reliability of notifications is a make-or-break expectation here, not a nice-to-have.

Released0

Ideas12

Guesty Integration

Pre-booking conversation intelligence dashboard

AI-assisted suggested replies

On-call rotation scheduling

OTA messaging integration (Airbnb, Booking.com)

AI call summaries

Overall conversation intelligence dashboard

Auto-translate guest messaging

Message templates (canned responses)

Conversation assignment and claim

Planned6

Cloudbeds Integration

Remotelock Integration

Add Emojis to message composer

Add attachments to message composer

Add merge fields to message composer

Add ability to schedule a message to the message composer

In progress1

WhatsApp Integration

In Testing1

Mobile App

Released0