New
Call Center — WhatsApp & Email During a Call
Voice agents can now send a WhatsApp message or email to a guest mid-call, with full settings controls per phone number and web widget.
A considered look at the latest across GuestMaker — crafted to help you create more memorable guest experiences.
The identity module is now the CDP, with a redesigned Overview, Health dashboard, Filters page, and Merges console that make your guest data layer legible at a glance.
Voice agents can now send a WhatsApp message or email to a guest mid-call, with full settings controls per phone number and web widget.
GuestMaker now harvests, normalises, and intelligently selects the right logo variant for every surface, so no tenant logo appears broken, clipped, or invisible.
Ad audience syncs now resume reliably for large segments, show real upload progress, and surface the answers to the questions hoteliers actually ask about match counts and platform status.
Surveys now display as a clean segmented rail, support a staff demo mode that leaves no guest data behind, and show score, average, and completion columns on every response.
When a guest asks about availability across your portfolio, the agent now checks every property, filters on real availability, and correctly handles sold-out versus seasonally closed hotels.
A nightly agent now works through the duplicate candidate queue automatically, so thousands of unreviewed merge proposals no longer accumulate without action.
Strengthened access controls and defense-in-depth across several platform services, including encrypted storage of sensitive integration credentials.
Plus smaller refinements across the Knowledge Base, guest identity and deduplication, email campaign deliverability, segments, journeys, and the marketing site.
Restaurants, spas, and other on-property spaces can now have their own voice line, knowledge base, analytics, and call-center configuration.
A full analytics suite gives hoteliers deep, drillable insight into their contact database across reachability, health, lifecycle, demographics, and per-property views.
A dedicated Voice Agent report is now available from the scheduler, shareable as a live link where the reader chooses their own date range and scope.
Call Center analytics are rebuilt on real data, every figure drills through to the calls behind it, and configuration can now be scoped per hotel or venue.
Hotels can now provision Spanish phone numbers through a guided self-service flow that handles regulatory documents, address verification, and real-time carrier updates.
The email editor gains a unified toolbar, per-hotel images and text blocks, the full Google Fonts catalog, and custom brand font uploads.
The identity layer now proposes, measures, and reports on duplicate contacts more accurately, including guests who return without creating a new record.
Access controls across several platform surfaces have been strengthened, with tighter permission scoping and additional defense-in-depth measures.
Plus smaller refinements across the marketing site, Surveys, Segments, the Knowledge Base, conversation routing, and the Journeys editor.
GuestMaker now automatically merges duplicate guest profiles, prevents false fusions, and keeps every identity sharp without manual intervention.
Hotel marketers can now apply effects to images and save them directly to their Media Library without leaving the email editor.
The voice agent now survives dependency changes at deploy time, alerts staff before a dead line reaches a guest, and handles throttled or failed LLM calls gracefully.
Hotels can now play ambient music during transfers and in-call moments, with per-property toggles and a safe, tested rollout path.
Marketers can now preview landing-page templates full size, set any custom brand colour for a tier, and control exactly which enrollment fields guests see.
The AI agent now clearly states when retrieved prices don't match what a guest asked, and maintains a curated, self-refreshing contact directory it can consult on every turn.
Hotel groups can now connect Google Ads and Meta, sync guest segments as custom audiences, and see clear guidance when a setup step needs attention.
Reservation and contact records now show a clear audit trail of every field change and which source system made it.
Plus smaller refinements across the AI agent, WhatsApp templates, the reporting home screen, journeys, and the call-centre transcript view.
Tens of thousands of reservations previously arriving without a channel type are now correctly classified, giving your analytics a cleaner, more complete picture.
The voice concierge now ranks dates by price across properties, answers per-night cost questions, and speaks the caller's language throughout every transfer.
Routine PMS syncs can no longer silently overwrite a guest's unsubscribe, and consent is never fabricated from silence.
A new PATCH endpoint lets downstream systems add metadata to a reservation without disturbing fields owned by other producers.
Admins can now schedule a maintenance window so guests and staff see a clear amber notice instead of unexplained slowness.
A new Recount button on the segment editor refreshes the matching-contact total whenever the underlying audience has changed.
Strengthened access controls and defense-in-depth measures have been applied across several platform surfaces.
Addresses confirmed as undeliverable are now permanently excluded from sends, and admins can adjust IP-warming limits when a campaign needs it.
Plus smaller refinements across the inbox, journeys, the marketing site, contact management, and the AI language detection engine.
Guests are now told they are speaking with an AI assistant on web chat, WhatsApp, Instagram, Messenger, Booking.com and email — in their own language, at the start of a conversation and again whenever one resumes after a long gap. The wording is maintained by us and is identical everywhere, so there is nothing for your team to write or switch on. This is the transparency duty in Article 50 of the EU AI Act, which has applied since 2 August 2026.
Callers now hear a short line telling them they are speaking with an AI assistant, in their own language and in that language's own voice, immediately after the recording notice and before the greeting. It is deliberately brief — about two seconds — so the obligation is met without leaving callers waiting to speak.
A dedicated escalation theme now sits at the top of the routing list for web chat, WhatsApp, Instagram, Messenger, Booking.com and voice. Switch it on and any guest asking to be put through to a person raises a ticket to your team immediately. Spain's Ley 10/2025 will require larger hotel groups to offer a human on request from 28 December 2026, and the setting explains in plain language who is in scope and what leaving it off means.
Reception and reservations staff can now read and reply to guest messages in any language, directly inside the chat inbox.
Every conversion now shows a clear confidence grade and the evidence behind it, so you always know exactly how a booking was credited.
KB entries can now carry an expiry date so outdated promotions and seasonal offers are retired automatically, keeping your agent's answers accurate.
Every knowledge entry now shows who added it and when, making it easy to track down the right person when information needs updating.
Archived entries no longer crowd out live results, and the crawler no longer mixes up facts between sibling room pages.
Guest profiles now reliably reflect the current reservation, so front-desk staff always see accurate in-house status at a glance.
Check-in journeys now enrol the right guests, fake contact details are blocked across all entry points, and voice calls no longer ask callers to repeat their own phone number.
Campaign and journey emails are now rendered by our own new engine, so every send looks exactly as designed.
Hotel sales teams can now build rich, on-brand group proposals with drag-and-drop blocks, themes, version history, and an expanded block catalogue.
Every booking linked to a GuestMaker deeplink is now attributed to the conversation that issued it, across web chat, WhatsApp, voice, and Meta.
Teams can now restrict which tools the voice agent offers, audit every caller-audible setting change, and opt out of automatic contact creation for unknown callers.
Shared household identifiers, displaced email addresses, and ingest edge cases are now handled correctly so guest profiles stay clean and traceable.
Conversion counts, revenue totals, attribution methods, and date ranges in campaign analytics now all reflect reality.
Language switches now happen at the right moment, tenant consent notices are respected, and call recordings are uploading again after a platform-wide outage.
We shipped a set of security improvements that further protect guest and hotel data across the platform.
Contact rows now load instantly on click, and booking-status filters and columns use consistent, self-explanatory labels.
Plus smaller refinements across the email builder, escalation routing, journey activation, the Knowledge Base, and scheduled reports.
Hotel front-desk teams can now handle Zoon calls directly inside GuestMaker, with screen-pops, transcripts, voicemail badges, and a full call timeline on every contact.
Connect your own Google Ads and Meta accounts to automatically sync guest segments as ad audiences, keeping targeting fresh without manual exports.
When a caller raises a legal threat or chargeback, the voice agent now immediately transfers them to a human and files an urgent ticket — every time.
Each integration connection now carries its own API key with a request-level audit trail, giving you finer control over access and painless credential rotation.
Organize journeys and broadcasts into folders — keep seasonal campaigns, hotels, and teams tidy as your library grows.
The voice agent now verifies hotel names, counts, and availability against live data before speaking, responds noticeably faster, follows IVR key presses, and switches language cleanly mid-call.
The Email Analytics dashboard now shows correct 60-day and 12-month windows, real revenue and conversion figures, and a proper bounce breakdown — and the Weekly Campaign Report gains a full KPI set with CSV export.
Configurable guest age ranges now flow correctly through every booking surface, ensuring infants are priced as free, availability results are reliable, and deeplinks quote the right party.
The widget now greets visitors fully in their language and keeps it consistent across the conversation, can hide outside office hours, renders your agent's avatar, and offers per-device bubble placement with a configurable mobile breakpoint.
Segment counts and contact previews are now several times faster for large databases, and the "never stayed at hotel X" condition matches correctly.
Indexed website URLs can now refresh themselves on a daily, weekly, or monthly schedule, keeping the Knowledge Base in sync with your site.
A dedicated security sprint strengthened the platform end to end — stricter access controls, hardened integrations and dependencies, sandboxed previews, and continuous secret scanning across our repositories.
Plus smaller refinements across escalation routing, the Knowledge Base, email warmup, inbox hotel scoping, journeys, and agent grounding.
Guest profiles now show the complete stay history across every property in your group, and segments can target guests by which hotels they have visited.
A click-map overlay shows exactly where subscribers click on each campaign design, and Send Time Optimization now shows when the next batch goes out and how many recipients it includes.
When the Knowledge Base learns the answer to a previously unanswerable guest question, the recorded gap now closes itself — with manual resolve for everything else.
WhatsApp and site-agent playgrounds now run the real production reply pipeline as a safe dry-run — same governance, same escalation logic, zero side effects.
Hotels using Zoon Suite telephony can now feed completed calls into GuestMaker, enriching guest profiles and AI memory with call outcomes — our second CTI integration after Ringover.
Hotel booking engines that cannot act as standard OIDC clients can now authenticate guests through a signed JWT redirect flow.
Reservation webhooks now include the guest's room number, making post-stay review and operations integrations more complete.
Hoteliers can now expand a plain-language guide directly on the deliverability card to resolve SPF and MAIL FROM warnings without contacting support.
You can now segment guests by the number of distinct properties they have actually stayed at, excluding cancelled or no-show reservations.
Journeys triggered by another journey completing now automatically inherit the original reservation, so delay-until and personalisation nodes work as expected.
The AI now reliably avoids inventing item inclusions, card-validation statuses, or contact details that contradict the Knowledge Base — and asks instead of guessing when it isn't sure which hotel a guest means.
The warmup badge now accurately distinguishes scheduled from actively-sending campaigns, audience counts load much faster for large properties, and dispatch was rebuilt on a durable workflow engine that scales to multi-million-recipient sends.
A wave of silent duplicate-key errors, phantom-column query failures, and guest-ingest collisions during onboarding imports have been eliminated across the platform.
Plus smaller refinements across WhatsApp reliability, templates, journeys, the inbox, landing pages, newsletter localization, and the voice agent.
The contact detail page now shows a clear sent-to-open funnel, including imported history from providers like Cendyn.
The newsletter signup widget now inherits your brand theme, adapts to the visitor's browser language, ships with built-in bot protection, and has a live preview beside a redesigned install page.
Owners and admins now see exactly where each teammate stands — invited, pending, or active — and can resend invites themselves, with new-tenant access emails sent automatically.
Online check-in status and completion date are now available in segments and journey conditions, so pre-arrival messaging can react to who has actually completed check-in.
Birthday campaigns can now send on a fixed day each month so every guest receives the same coupon expiration date.
You can now filter contacts and build segments by email deliverability status, from validated to hard bounced.
WhatsApp templates can now include personalised URL buttons, with a ready-made Autocheckin deeplink merge tag for instant use.
The KB now automatically closes ripple contradictions after a correction, corroborates facts against uploaded Source of Truth documents, resolves website-vs-hotel conflicts in the hotel's favor, and shows clear progress while scanning.
Agents now relay real booking and payment details instead of deflecting or fabricating answers, in any language.
Campaign sends that had been silently failing platform-wide are restored, and newsletters no longer get clipped in Gmail.
Reservation refundability is now determined reliably, correctly handling edge cases across multiple languages and booking sources.
Plus smaller refinements across WhatsApp delivery visibility, email campaigns, journey testing, reservation guest matching, multi-tenant sign-in, and platform reliability.
GuestMaker can now act as the identity provider for your booking engine: loyalty members sign in once with their loyalty account and are recognized across your website and booking flow, with a complete integration guide for your engine's team.
A new Duplicates workspace lets your team review, merge, and track duplicate contacts with full history and safeguards against bad merges.
A built-in Help Center now answers your team's how-do-I questions with searchable, step-by-step articles covering every module — no support ticket needed.
Every published landing page now has a full analytics dashboard — leads over time, a conversion funnel, cadence stats, and CSV export of every captured lead.
The email editor gains an intuitive image fit-and-crop tool with live preview, plus dependable Undo, Redo, and version history — so a design misstep is never permanent.
Product updates now have a permanent public home, updated weekly with everything new in GuestMaker — including this very changelog.
GuestMaker now guides you through every DNS step needed to protect your sending reputation and keep campaigns out of spam folders.
Placeholder emails and non-identifying phone numbers are now flagged and blocked from fusing separate guests into a single contact record.
The KB Readiness tab is now a polished client-facing report with per-playbook scores, an inbox-style split view, and gap cards that lead with actionable next steps.
The AI concierge now verifies every factual claim against your Knowledge Base before replying, eliminating fabricated services and out-of-scope hotel details.
Send at Time nodes now support day-of-week and day-of-month targeting, and every complex node includes inline help text explaining its behavior.
Templates can now format date variables exactly as needed, and bulk-translated drafts stay editable so your team can review them before submitting to Meta.
Broadcast drafts can now be reopened and edited, media-header previews display correctly, and open-rate counters no longer freeze under high webhook load.
Plus smaller refinements across hotel settings (address autocomplete with auto-filled phone and timezone), consent and unsubscribe handling, check-in webhooks, guest photo search, conversion tracking, and voice.
Create and send beautiful, hotel-branded proposals for group and corporate deals — and let clients review and accept them online.
Run a quick check that grades how well your AI agent answers from your Knowledge Base, and shows you exactly what to add.
Connect GuestMaker to your other tools with reliable, secure event notifications — including guest check-in and check-out.
Write one template that adapts to each guest, with different text by language, booking type, or any contact detail.
Build audiences and filter contacts by exactly how a guest booked — agency, market segment, and business segment.
Target guests by how they've engaged with your emails — opens, clicks, and overall activity.
Guided, step-by-step setup now covers Call Center, Surveys, and B2B CRM, so new teams get started faster.
A set of reliability fixes across journeys and the inbox, from human takeover to scheduled sends and booking confirmations.
Plus dozens of smaller refinements across WhatsApp, the email inbox, journeys, the Knowledge Base, and more.