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LINE OA for a small hotel or guesthouse: before arrival, at check in, after

Updated

Ask guests to message you first, because your replies are free, then use a rich menu for check in details and keep broadcasts for past guests. A small property can stay on the free plan if it sends under 300 messages a month.

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Written for: You run a small hotel, guesthouse or homestay in Thailand, guests want directions, Wi-Fi and breakfast times by LINE, and you want to answer less and still look professional.

The guest journey in three messages

What to send, and whether it counts as a message
MomentWhat to doCounts?
Before arrivalAsk on your booking email to add you on LINE and message hello. Then send directions and check in time as a replyReplies do not count
At check inA rich menu button for Wi-Fi, breakfast, check out time, a map to the beach or stationA tap is not a message
After the stayThank them in chat, and invite them to come againA reply does not count. A broadcast does

A check in rich menu

  • Wi-Fi name and password, in an auto reply so staff do not repeat it.
  • Breakfast times and where.
  • Check out time and late check out request.
  • Map: how to get from the airport or station.
  • Call reception: a button that sends a message to staff.
  • Things nearby: a short page of your favourite places.

Worked example: past guests and the free plan

300 past guests added you, one broadcast a month

  • One broadcast to all 300 friends: 300 x 1 = 300 messages.
  • Free includes 300, so that is 0 baht and exactly at the limit. A second broadcast in the same month would be blocked on Free.
  • Two broadcasts a month: 300 x 2 = 600 messages. That needs Basic at 1,280 baht before VAT, 1,369.60 baht with 7% VAT.
  • Rule: on a small list, send one useful broadcast a month, such as low season offers. Everything else is a reply in chat, and replies are free.
  • Targeting a group needs a target reach of at least 100, so tags help only once your friend list is bigger.

Mistakes small properties make

  • Replying in three languages from one phone. Use quick replies in your guests' main languages.
  • Sending passport or card photos through chat. Do not ask for them there.
  • No named person on the account. Name who answers each day.
  • A rich menu on a phone only. LINE says rich menus do not show on LINE for PC.

Set this up in one afternoon

  1. Rich menu

    Build the six buttons above and test them on two phones.

  2. Auto replies

    Wi-Fi, breakfast and check out time, each behind a keyword. These answers rarely change, so write them once.

  3. Booking confirmation

    Add one line asking guests to message you on LINE so you can send directions as a free reply.

  4. Past guest list

    Tag guests who stayed more than once. Send one offer a month, and no more, until the list is large.

That is enough for a property with a handful of rooms. Add more only when the questions you answer by hand prove you need it.

Review the last ten guest chats once a month. Every question you answered by hand more than twice belongs in a keyword reply or on the rich menu.

Questions people ask

Does LINE have a hotel booking feature in Thailand?

We did not find an official LINE page for one, so we do not claim it. Use your booking page link on the rich menu.

Do foreign guests use LINE?

Some do and many do not. Offer WhatsApp as well if you have many foreign guests. See our LINE and WhatsApp guide.

Can I send a pre arrival message to each guest?

If the guest messages you first, your answer is a reply and is free. If you push to them without that, it counts as a message you started.

Should I collect ID by chat?

We advise against it. Use your normal check in form and read our PDPA checklist.

What to do next

Open the LINE OA cost calculatorAsk us about your setup

Keep reading

This is general information, not legal or tax advice. Prices are before 7% VAT unless we say otherwise. LINE can change fees and screens at any time.

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