Prepare guests before arrival
Send practical details such as meeting points, pickup instructions and what to bring.
CUSTOMER SUPPORT · GUEST COMMUNICATION
Guest communication for tours. From confirmation to review.
Send booking confirmations, tour reminders and review requests by email, WhatsApp or SMS. Customer Support keeps guest communication connected before and after each tour.
What you can do
Personalise the message
Use booking and guest variables to make your templates relevant to each recipient.
Follow up after the tour
Build a consistent post-tour message or review-request workflow.
SEE THE WORKFLOW
See the task
from start to finish.
The booking is complete, but the guest still needs the meeting point, arrival time and preparation details. Your team ends up repeating the essentials.
HUBSTEER IN ACTIONInteractive example
Guest Communication for Tours
An example from a tour business.
Illustrative example · You choose which actions to enable.
What is guest communication software for tours?
Guest communication software connects the messages around a tour booking: enquiries, confirmations, arrival instructions, changes and follow-up. Customer Support brings these tasks into your team’s workflow, with connected channels and booking context so staff spend less time searching for the previous conversation.
Before the booking: answer the question and capture the lead
Reply to enquiries on email, WhatsApp, Instagram, Facebook Messenger and web chat. Use the tour information imported from your booking system to explain inclusions, meeting points and participation requirements. Capture the guest’s interest and follow up if the enquiry remains unfinished.
After the booking: send the details guests need
Automate booking confirmations and reminders by email, WhatsApp or SMS. Put the booking reference, meeting point, arrival time and what to bring where the guest can find them. Choose message timing and content to suit the tour.
Guests can request pickup changes, dietary updates, cancellations and rescheduling through the supported booking workflow. Customer Support can create Rezdy bookings, but changes to existing Rezdy bookings go to staff.
Across the team: keep replies in one place
Use the unified inbox to review connected conversations and the relevant guest context. Staff can see what the guest asked and pick up requests that need a person. Agree who owns the next reply, especially when shifts change.
After the tour: ask for feedback and use it
Send a configured review request after the experience. Marketing brings connected reviews together, supports automated replies and provides guide-wise review reporting. Keep service messages and marketing campaigns distinct: the standalone Email Marketing campaign tool is coming soon.
Plan the cost of your guest messages
Agent plans include unlimited web chat, email and Messenger conversations. SMS costs A$0.15 per unit of up to 165 characters; WhatsApp costs A$0.03 per conversation or template sent, excluding GST. SMS and WhatsApp are also billed by actual usage during the trial.
COMMON QUESTIONS
A little clarity.
Before you get started.
Answers to the questions that help you choose your next step.
Customer Support supports email, WhatsApp, SMS, Instagram, Facebook Messenger and web chat. Connect the accounts and confirm reply options and permissions for each channel during setup.
Yes. Configure confirmations and reminders by email, WhatsApp or SMS using the available tour and booking information. Test timing and changed-booking behaviour before enabling the workflow.
Your connected communication setup gives guests a route back to the team. Confirm reply handling and staff handover for each channel during setup.
Yes. Configure post-tour review requests. Marketing also consolidates connected reviews, supports automated replies and provides guide-wise reporting.