Reply to Little Hotelier guest messages with an AI agent

1. Open Guest Engagement > Communication > Messaging hub, or tap the messaging icon on the Home screen of the Little Hotelier mobile app.
2. Open the conversation and read the guest profile and reservation details that the Messaging hub links beside it before answering.
3. Reply in the thread; on WhatsApp, once 24 hours have passed since the guest's last message, pick an approved template from Guest Engagement > Communication > Settings > WhatsApp > Templates instead.
4. On Booking.com threads that need no answer, click the No reply needed icon so the conversation stops counting against your reply score.
5. Check your own inbox and your Twilio number for email and SMS replies, which the Messaging hub does not show.
6. The same handful of questions arrives every day, and a thread left past its window means a paid WhatsApp template or a slower Booking.com reply record.

Answer guest questions in the Messaging hub about late check-in, parking and breakfast using our house rules, and send me anything else.

1. 01

   Pick threads that wait for you

   The agent calls list_conversations and keeps the threads where the guest wrote last. Threads where your property or a scheduled message had the last word are skipped.

2. 02

   Read the booking before answering

   For each linked reservation it calls get_reservation, so "can we arrive at 23:00?" is answered against the real check-in date, room and guest comments.

3. 03

   Answer only from your house rules

   Replies come from the rules you give the agent: reception hours, parking, breakfast price, pets. A complaint, a refund, a date change or anything outside the rules is not answered; it comes to you with a suggested reply.

4. 04

   Respect each channel's window

   A WhatsApp thread more than 24 hours past the guest's last message gets no free-form reply; the agent names the template you would need. Airbnb threads open only after the guest answered a scheduled message. Booking.com threads come back as drafts to send in the hub, oldest first.

5. 05

   Send with your OK

   reply_to_guest sends each answer after you approve it. You can switch approval off for the question types you trust the rules with, and keep it on for the rest.

Messaging hub: 6 threads waiting for you
Sent: Marta Kowal, WhatsApp, LH48213, late check-in at 21:30 is fine
Sent: Jonas Berg, Airbnb, free parking behind the building, no booking needed
Draft for you: Ana Ruiz, Booking.com, wants to move her stay to 14 to 16 Nov (date change)
Template needed: Liam Byrne, WhatsApp, last guest message 31 hours ago
Skipped: 2 threads where your scheduled check-in message was the last word

• Little Hotelier connects WhatsApp through the WhatsApp Business API: free-form replies are free within 24 hours of the guest's last message, after that only an approved template can go out, billed by WhatsApp at about USD 0.01 to 0.04 per conversation depending on category and the guest's country.
• WhatsApp reviews each Little Hotelier message template, which can take up to 24 hours, so a template cannot be created and used for the same overdue reply.
• A Booking.com conversation in the Little Hotelier Messaging hub has a 24-hour response window, and the No reply needed icon keeps a closed thread from affecting the reply score.
• The Little Hotelier Messaging hub shows email as view-only, and guest replies by email or SMS go to your inbox or Twilio number instead of the hub.
• Little Hotelier cannot send post-stay feedback messages through the Messaging hub for Airbnb and Booking.com guests, because of those channels' policies.

reply_to_guest asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Little Hotelier Help: Messaging hub FAQ · Little Hotelier Help: WhatsApp pricing FAQ · Little Hotelier Help: Scheduled messages · Little Hotelier Help: Chatbot plug-in apps

curl https://cotlet.dev/api/v1/little-hotelier/reply_to_guest \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"conversation_id":"cv_5521","body":"Yes, late check-in at 21:30 is fine. Reception is open until 22:00."}'

{
  "conversation_id": "cv_5521",
  "message_id": "msg_90417",
  "status": "sent",
  "channel": "whatsapp"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the tool is little-hotelier_reply_to_guest. Example data.

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