Rise of the Chinese Guest Ė Letís (We)Chat - By Laura Badiu

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Rise of the Chinese Guest Lets (We)Chat


Different means of communication impact different regions and cultures in different ways. As a hotelier, you need to know your guests and their preferences in order to tackle their exact needs and expectations. For the Chinese traveler, WeChat has been the way to go for a few years now and the popularity of this communication channel is solid. In fact, WeChat has more than a billion monthy users, which comes just behind Facebook’s Messenger and WhatsApp. 

Given that Facebook is not functional in China, it’s easily understandable why Chinese travelers rely so much on WeChat. However, the lack of Facebook is not the only reason for WeChat’s popularity; this particular communication app is known to have many more features and functionalities than other channels: users can communicate in real-time, make video calls, they can order food, make online payments, check into the underground, join interest groups, and more. WeChat is basically an all-in-one app that meets many different needs of modern consumers, not only in their day-to-day activities but also on a business level. 

In this regard, it is known that in China, people prefer to use WeChat over emails even when doing business. WeChat is such an important part of Chinese consumers’ lives and everyday operations that falling short on providing this communication method can cost you. This is why it’s essential for Chinese hoteliers to keep up with travelers’ demands and integrate WeChat into their communication strategy. 

The great news is that our direct messaging solution now pairs with WeChat, through a seamless integration that will help Chinese hoteliers interact in a more efficient way with their guests. They can now reach out and communicate with the hotel staff while on-site, through their preferred communication channel. Not only that but once the communication is initiated, you can ask for guests’ feedback and gain the opportunity to fix any possible issues on the spot. This is a reliable strategy of avoiding negative post-stay reviews, which can often impact your overall score and reputation. 

So how does the communication through WeChat work? First of all, you need to have an official, active WeChat account in the hotel’s name. Second of all, you have to make sure that guests are aware that you provide this mean of communication. This can be easily enforced by a quick face-to-face reminder once the guest checks-in and the display of the QR code on the hotel premises (front-desk is recommended). You can also integrate notes on this service in your marketing and advertising strategy, to spread awareness and encourage guests to reach out through WeChat. As an alternative, make sure to include a flyer on the availability of WeChat in the hotel rooms and let guests know that your staff is available for any questions or inquiries that they might have.

In WeChat, every user has a unique QR code and in order to establish a connection between users, the code has to be scanned by the side who initiates the outreach - in this case, the guest. Once the connection is set up, you can answer to any incoming guest inquiries and enable an excellent stay, that will contribute to your hotel’s success and positive reputation. Don’t forget to include your account’s specific QR code on any advertising material or strategy.

If you are interested in using WeChat for your hotel business to enable a fast and efficient hotel-guest communication process, make sure to reach out to our team of experts! You can inquire about the available messaging options that suit your hotel’s profile and needs and ensure a more open and positive communication between your business and your guests.

Laura Badiu

Laura is a passionate bookworm and a gifted writer. Since joining TrustYou’s marketing team, she has embraced topics in the travel and hospitality sector with enthusiasm. Using her degree in Journalism, Laura creatively weaves words into insightful stories with a focus on reputation management.

About TrustYou

TrustYou, the world’s largest guest feedback platform, empowers hotels with solutions to drive more bookings and improve their hotel product. Through each phase of the guest journey, hotels can utilize guest feedback to enhance review marketing and achieve operational excellence. Guest feedback influences 95% of booking decisions. TrustYou Meta-Review, which incorporates hundreds of millions of hotel reviews, surveys, and social posts for over 500,000 hotels worldwide, powers guest reviews on dozens of travel sites, including Google, Kayak, and Hotels.com.* These reviews also generate actionable insights for hotels to improve their presence along each step of the guest journey, from booking and pre-stay search queries, to real-time guest requests and messages, to post-stay feedback in the form of survey responses and reviews. Through the TrustYou partner program, PMS, CRM, IBE and other hotel software providers can integrate TrustYou’s guest feedback platform into their products to help their hotel clients positively influence bookings and revenue.

Find more information on TrustYou and the guest feedback platform on www.trustyou.com.

*TrustYou Meta-Reviews only contain verified reviews and do not include reviews from TripAdvisor

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