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At AHC 2025 in Manchester, Trengo's Co-Founder and Chief Product Officer Patrick Meutzner posed a question that made the room uncomfortable:
"How many of your guests actually read your automated messages?"
The silence was telling.
Patrick's presentation outlined a vision for hospitality's future, one where brands move beyond fragmented tools and basic automation to create experiences that feel seamless, personal, and genuinely connected across every guest touchpoint.
That future isn't theoretical. It's already happening. And it's powered by intelligent orchestration, not just automation.
When Automation Becomes Noise
The hospitality industry has embraced automation enthusiastically. WhatsApp messages triggered by Property Management System (PMS) events. Pre-arrival emails on autopilot. Automated checkout reminders. On paper, it sounds like efficiency.
In practice? When every guest receives identical messages at identical times, automation doesn't create efficiency. It creates fatigue.
Guests have learned to tune it out.
The problem isn't automation itself. It's automation in isolation. When you automate without orchestration, you get:
- Generic broadcasts that guests ignore or unsubscribe from.
- Upsell offers that feel transactional rather than thoughtful.
- Fragmented systems where no one sees the full conversation.
- Bot loops with no clear path to human assistance when it matters.
Real efficiency comes from knowing when to automate and when to connect.
Orchestration: The Missing Layer
Trengo was built on a different principle: human + technology working in harmony.
While other platforms focus purely on automation, Trengo provides intelligent orchestration across your entire communication ecosystem:
Unified Omnichannel Inbox
WhatsApp, email, Booking.com, Instagram, Airbnb, Agoda, live chat, all in one place. When a guest starts a conversation on Instagram, continues via WhatsApp, and follows up by email, your team sees the complete thread. No more asking guests to repeat themselves.
Smart AI + Human Handoffs = Intelligent Routing & Collaboration
Trengo's multilingual AI Concierge handles up to 70% of routine queries across 90+ languages. But here's what makes it different: it knows when to step back. Complex questions, sensitive issues, or moments requiring empathy automatically route to your team with full context intact.
Conversations automatically reach the right person based on language, department, or expertise. Add internal notes, apply labels, manage workload, all invisible to guests. Your team collaborates seamlessly while guests experience effortless service.
Upselling That Guests Actually Appreciate
Here's a scenario every hotelier recognizes:
You send a late checkout offer to 200 guests. Five respond. The rest feel marketed to rather than cared for.
Generic upsells don't work because they ignore context.
With Trengo, upselling transforms from broadcast to conversation:
- Time spa promotions around when guests naturally settle in
- Offer breakfast upgrades only to those who haven't booked it
- Suggest room upgrades to multi-night stays, not overnight business travelers
- A/B test messaging, timing, and offers to optimise what actually converts
The result? Upsells that feel like thoughtful service and conversion rates that meaningfully impact revenue.
Built for Real-World Flexibility
One of the biggest hidden costs in hospitality tech is vendor lock-in. Choose a platform tied to a single PMS, and you're constrained the moment you expand properties, enter new markets, or switch systems.
Trengo takes a different approach:
Multiple PMS Integrations
MEWS, Apaleo, BEX, and more. Access guest names, booking status, room information, and reservation details directly within your inbox. Trigger automated messages when reservations confirm, guests check in or out, or bookings cancel.
OTA Management
Handle Booking.com, Airbnb, Agoda, and
other marketplace conversations without platform-hopping or missing inquiries.
Ecosystem Flexibility
Connect with CRM, payment systems, and marketing tools to see the complete picture. As your operations evolve, Trengo scales with you, never against you.
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Supporting the Complete Guest Journey
Guest expectations don't begin at check-in or end at checkout. They span the entire relationship with your brand.
Pre-Booking
Answer questions instantly across Instagram DMs, WhatsApp, and live chat. Convert browsers into bookers through responsive, personalised communication.
Pre-Arrival
Send contextualised messages that build anticipation, not generic reminders that feel robotic. Offer relevant add-ons and gather preferences before guests arrive.
During Stay
Handle requests proactively. Resolve issues before they escalate. Deliver experiences that feel curated to each guest, not mass-marketed to everyone.
Post-Stay
Close the loop with feedback requests that actually get responses. Nurture loyalty through campaigns that bring guests back.
Other platforms address fragments of this journey. Trengo supports the entire lifecycle.
From Reactive to Proactive
What Patrick emphasised at AHC is that technology shouldn't replace human hospitality. It should amplify it.
- Before Trengo: A guest messages on WhatsApp asking about pet policies. Your team monitors email, so they don't see it for three hours. When they finally respond, the guest has booked elsewhere.
- With Trengo: The WhatsApp message lands in your unified inbox. Your AI Concierge immediately confirms your pet policy in the guest's language. When they ask about nearby dog parks, the conversation intelligently routes to your front desk team who see full context and respond personally within minutes.
That's the difference between checking a box and creating an experience.
The Competitive Advantage Is Connection
In a world where every hotel can automate, the winners will be those who orchestrate.
Leading travel, leisure, and hospitality brands choose Trengo because it delivers:
The next wave of guest experience isn't about sending more messages.
It's about having better conversations.
Ready to see what orchestrated guest communication looks like?
