In our modern fast-paced travel environment, guests look for a few key elements when selecting where they’ll stay: convenience, speed, and personalized experiences. That’s why personalized communication has become central to delivering great hotel experiences to guests. And that’s where hotel concierge software enters the picture.

Digitally-savvy hotel guests expect mobile-first service options that make it easy for them to message the front desk, request amenities, or receive local recommendations for everything from dining to unique adventures — all without having to pick up the phone or wait in line. And when you have the right hotel concierge software, you can give them exactly what they want.

While they were once considered a luxury add-on, guest messaging software is now essential to meeting your guests’ expectations, driving direct ancillary revenue, and improving your hotel’s operational efficiency.

Want to learn more about how to use this software to level up your guest experience? Keep reading to learn all about hotel concierge technology, including what to look for in the best hotel guest messaging software, and discover why Revinate Ivy is the go-to hotel concierge software choice for today’s leading hotels.

What is hotel concierge software?

Curious about what hotel concierge software is and how it works to improve the guest experience at your hotel? In short, hotel concierge software refers to digital tools that either replicate — and often enhance — a traditional hotel concierge. This software allows guests to access services, get local recommendations, and communicate with your hotel staff directly from either their mobile device or an in-room tablet.

While some software focuses on messaging (via SMS or web chat), others are standalone apps or provide fully integrated platforms that include AI, booking capabilities, and service automation.

For example, guest messaging software like Revinate Ivy allows hotels to provide real-time and highly personalized service to guests via SMS. Meanwhile, digital concierge apps offer preloaded guides and activity suggestions, and in-room tablets can be used to place orders or request housekeeping.

The ultimate goal is to make it as easy and convenient as possible for your guests to get what they want, when they want it.

But keep this in mind: Hotel concierge software is no longer just about convenience; it’s also a revenue channel and a great way to drive loyalty — making it a must-have guest experience enhancer for your hotel.

What to look for in modern hotel guest messaging software

Whether you manage a boutique property or an enterprise hotel group, the right hotel concierge software should offer more than just basic guest messaging. Top hoteliers prioritize:

• Real-time communication with guests. Your software should support fast, two-way messaging — especially via SMS — so you can quickly and easily respond in real time to guest requests.
• Automation across the guest journey. From pre-arrival to on-property to post-stay, automation capabilities boost your hotel’s efficiency while reducing your staff’s workload, freeing them up to handle other urgent matters.
• Personalization and segmentation. Delivering personalized messages and experiences increase guest satisfaction and increase your upsell success, leading to  more revenue for your hotel.
• Guest self-service features. Allowing your guests to make reservations, request services, or ask questions without human intervention enhances the experience for your guests by making it quick and easy for them to get what they need.
• Data and integrations. Today’s top hoteliers know they need to have platforms that integrate with their PMS, CRM, and CDP to create rich guest profiles that only add to the guest experience today and in the future.

These features all have one thing in common: They don’t just help streamline operations, but also create delightful, memorable experiences for your guest that drive positive feedback and loyalty.

Best hotel concierge software tools in 2025

Curious to learn which hotel concierge software tool is best for your hotel? We’ve analyzed some of the top digital concierge software to give you a perspective on their relative capabilities.

Monscierge

Monscierge is a technology firm that uses patented technology to improve communication, guest experience, and staff accountability for the hospitality industry. Connect Messaging offers messaging and a technology platform that hotel staff can use to communicate with guests before, during, or after a stay.

• Digital concierge product: Connect messaging
• Company name: Monscierge
• Technology category: Text Messaging, Platform
• Handles payment: No
• Handles marketing messages: No
• Offer analytics: Yes
• Industries: Hospitality, Healthcare, Boutiques
• Current hospitality clients: Ibis, Accor, Wyndham, IHG, Vistana

Ivy Experience Suite

Revinate uses advanced AI technology to connect the hospitality industry with its guests. Ivy is an AI-powered text messaging solution, which offers end-to-end guest engagement via text messaging. Ivy uses the power of machine learning to learn from historical guest interactions to provide intelligent conveniences like fulfilling requests, booking restaurant reservations, and recommending offers that can enhance the guest experience.

• Digital concierge product: Ivy Experience Suite
• Company name: Revinate
• Technology category: Text Messaging, Webchat
• Handles payment: Yes
• Handles marketing messages: Yes?
• Offer analytics: Yes
• Industries: Hospitality
• Current hospitality clients: Caesars Entertainment, Mondrian, The Venetian, Brittain Resorts & Hotels, Holiday Inn, Chesapeake Hospitality

HelloShift

HelloShift offers a multi-channel guest messaging solution that connects with guests through text messaging, WhatsApp, Messenger, email, and more. HelloShift replaces old-school communication with a fast, easy messaging platform that enables guests to text the hotel, empower staff, and answer booking questions.

• Digital concierge product: Guest Messaging, Staff Collaboration, Website Chat
• Company name: HelloShift
• Technology category: App, Text Messaging, Messenger, Whatsapp, email, Webchat
• Handles payment: No
• Handles marketing messages: No
• Offer analytics: No
• Industries: Hospitality
• Current hospitality clients: Carlon, Choice Hotels, Wyndham, Marriott, IHG, Hilton

Hotels have lost ground due to third-party intermediaries which have grabbed a significant percentage of the industry’s revenues. Every time a customer is inspired to book through a proprietary channel rather than an intermediary, it results in savings of up to 20% for the hotel.

ALICE

ALICE is a hotel operations management platform that enables hotels to improve communication, manage tasks, and boosts hotel staff productivity. It offers an all-in-one platform that streamlines operations resulting in increased guest satisfaction.

• Digital concierge product: Guest services
• Company name: ALICE
• Technology category: Platform solution
• Handles payment: No
• Handles marketing messages: No
• Offer analytics: Yes
• Industries: Hospitality
• Current hospitality clients: Fairmont, Marriott, Montage, Rosewood, Viceroy, Posadas, Nordic Choice, One & Only Accor

Kipsu

Kipsu is the developer of an online guest engagement platform, designed to improve customer relationships. Kipsu’s online guest engagement platform allows hotel guests to interact with the hotel concierge using texting and digital messaging channels, enabling hospitality and hotel industries to communicate smoothly with customers.

• Digital concierge product: Kipsu
• Company name: Kipsu
• Technology category: Text messaging, Google My Business messages, Apple business chat, and messengers like WhatsApp and WeChat.
• Handles payment: No
• Handles marketing messages: No
• Offer analytics: Yes
• Industries: Hospitality, Retail, Airports, Education, Healthcare, Residential Facilities
• Current hospitality clients: Holiday Inn, Hilton, Marriott, Crown Plaza, Conrad, The Ritz Carlton, Fairmont

Amelia

Amelia is a digital employee and conversational AI solution. She offers businesses the ability to deploy a human-like AI interface to interact with customers. The platform can understand context switching, multiple intents, interruptions, digressions, and more.

• Digital concierge product: Amelia
• Company name: Amelia
• Technology type: AI Enterprise Platform
• Handles payment: No
• Handles marketing messages: Yes
• Offer analytics: Not known
• Industries: Hospitality, Finance, Call centers
• Current hospitality clients: not known

Why Revinate Ivy is the concierge and messaging software leader

Revinate Ivy is the industry-leading hotel text messaging system designed to meet your guests’ expectations for fast, mobile, personalized service.

Unlike standalone apps or tools that require app downloads, Revinate Ivy operates via SMS, allowing your guests to engage with your hotel instantly. Whether your guest wants to check in early, request extra towels, book a spa appointment, make a reservation at your onsite restaurant, or inquire about getting a late checkout, Ivy can handle it.

Here’s what sets Revinate Ivy apart:

• Real-time SMS communication that meets guests where they are — on their phones
• AI-powered automation to handle FAQs, respond instantly, and route requests to your staff (when needed)
• Integration with your hotel systems, including your CMS, CDP, and Revinate Marketing, for seamless service and improved segmentation ability
• Upsell capabilities that allow you to promote upgrades, experiences, and add-ons via personalized, automated messages
• Operational efficiency to help you reduce front desk tasks and phone volume while increasing guest satisfaction scores

Revinate Ivy helps you delight your guests, reduce operational stress, and drive incremental revenue — all without hiring additional staff.

Want to learn more? Read how Grande Colonial Hotel increased their engagement rate, reduced their staff workload, and secured a 4.8 average guest rating with Revinate Ivy.

Hotel Messaging Software FAQs

What is hotel guest messaging software?

Hotel guest messaging software makes it possible for hoteliers to have direct communication with their guests, typically through SMS or web chat. It allows hotels to provide critical real-time support, respond to guest requests, and automate their service workflows.

Which software is used in hotels?

Hotels use a wide range of digital tools to improve guest service. These include:

• Revinate Ivy (SMS and automation platform)
• Kipsu, Zingle, Akia (SMS and live chat)
• ALICE, SuitePad, Intelity (tablet- and app-based concierge platforms)
• HiJiffy, Asksuite (AI-powered chatbots for booking and support)

What is the difference between a concierge app and a messaging tool?

Concierge apps typically require downloads and focus on in-room guides and other static content. Conversely, messaging tools, like Revinate Ivy, focus on real-time communication via SMS to deliver faster responses, increased engagement, and higher conversions without requiring guests to download an app.

Key Takeaways

• Hotel concierge software enhances service and drives revenue through mobile-first guest engagement.
• Guest messaging software like Revinate Ivy supports real-time, automated communication without an app.
• Ivy improves operational efficiency while boosting upsells and satisfaction.
• Features like automation, integration, and personalization are critical for improved guest satisfaction and increased revenue in modern hospitality.
• Choosing the right hotel text messaging system and concierge software can turn your concierge service into a big performance driver for your hotel.