Viqal

Viqal automates hotel guest conversations on WhatsApp, SMS, RCS and web chat, helping teams answer questions, run campaigns and handle requests with PMS context.

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Hotel guest messaging and AI automation for hospitality teams

Viqal is a hotel guest messaging platform built around an AI Operator that handles conversations on WhatsApp, SMS, RCS, and web chat. It is designed to answer routine questions, route exceptions to staff, and take PMS actions such as updating reservations or posting charges to folios.

The product is aimed at hotel teams that want to automate repetitive guest communication without replacing their existing stack. Viqal positions itself as a layer between the PMS and guest channels, with unlimited messages and user seats on its paid plans, and with onboarding and PMS connection included in the subscription.

Core features

Unified team inbox

One shared inbox brings together WhatsApp, SMS, and web chat so staff can follow every guest thread in one place and take over with context when the AI escalates a conversation.

AI-assisted message handling

The AI Operator handles repetitive guest questions, detects intent, and can answer on supported channels before handing off to staff when needed.

Journey-triggered campaigns

Viqal can trigger WhatsApp campaigns from stay timeline events or PMS events, such as booking confirmation, so messages go out at the point in the guest journey that matters.

In-thread upselling

Guests can receive and confirm offers such as late checkout, spa bookings, upgrades, and F&B requests inside the conversation, with the resulting charge tracked back to the stay.

PMS-connected actions

The platform connects to PMS systems and booking stack components, reads live reservation and guest data, and writes back actions such as reservation updates and folio charges.

Team-wide usage and hosting

The pricing and integration pages describe support for unlimited messages, unlimited seats, and EU-hosted data with GDPR-aligned handling.

Common workflows

Handle repetitive guest questions
A front-desk or guest-relations team uses Viqal to answer repetitive questions such as check-in time, breakfast, parking, or Wi‑Fi, letting the AI handle routine replies and only escalating exceptions to staff.
Send timely guest campaigns
Operations teams can send messages at moments such as booking confirmation or arrival, using stay-timeline or PMS triggers to reach opted-in guests through WhatsApp campaigns.
Upsell inside the guest thread
Revenue or hospitality teams can surface offers like late checkout, spa visits, room upgrades, and F&B add-ons directly in the conversation and post confirmed charges back to the folio.
Work inside an existing PMS stack
Hotels with existing systems can connect Viqal to a PMS so reservation updates, guest details, room status, and folio charges move between systems without a separate rebuild.
Operate with lightweight setup
Properties without a PMS integration can still collect and manage guest communication by uploading reservations via CSV or forwarding booking emails into the Viqal inbox.

Pros and Cons

Pros

Combines guest messaging, AI handling, and staff handoff in one inbox.
Can write back to PMS data, including reservation changes and folio charges.
Supports proactive communication through campaign triggers tied to the stay timeline or PMS events.
Offers unlimited messages and unlimited user seats on paid plans.
Can operate without a PMS integration through CSV uploads or forwarded booking emails.

Cons

Some integrations may require a new build, which Viqal says can take 2–16 weeks depending on the PMS provider.
Delivery charges for WhatsApp and SMS are passed through from Meta or carriers and are billed separately from the subscription.
The product is focused on hotel workflows, so it is less broadly applicable outside hospitality.

FAQ

How is Viqal priced?

Viqal prices its plans by room count, with unlimited messages and unlimited user seats on every plan. The pricing page shows Messaging starting from €99/month and Automation starting from €149/month, both billed monthly excluding VAT.

Are there setup fees?

No. The pricing page states that onboarding, PMS connection, WhatsApp Business setup, and AI tuning are included at no additional cost, and there are no setup or hidden fees.

Can Viqal work without a PMS integration?

Yes. The integrations page says Viqal can work without PMS integration if you upload guests and reservations by CSV or forward booking confirmation emails to an automated inbox that imports them.

How are upsells handled in the PMS?

Viqal posts confirmed upsells back to the PMS as folio charges with the item code and price. The integrations page says the night audit treats it like a front-desk charge.

How long does setup take?

For supported PMS connections, setup is described as taking less than an hour. If a PMS is not listed, Viqal says it can build a new integration, with timing depending on the PMS provider's responsiveness.

Quick Facts

Category: Hotel guest messaging platform
Primary channels: WhatsApp, SMS, RCS, and web chat
Core workflow: AI resolves routine guest messages and escalates the rest to staff with context
Integrations: PMS and booking stack connections, including Mews, Opera Cloud, Apaleo, Cloudbeds, Kross Booking, Wubook, Webhotelier, and Booking Experts
Pricing model: Paid plans priced by room count, with Messaging from €99/month and Automation from €149/month
Source domain: viqal.com