WhatsApp with guests: the messages that help (and the mistake to avoid)

Updated 12 October 2026

Applies in Italy: the rules in this article are for agriturismi, B&Bs, campsites and other holiday accommodation in Italy.

In short. WhatsApp is the most natural way to talk to guests: everyone already uses it. A few messages at the right moment (before arrival, during, after) remove calls and make the guest feel looked after. One thing, though, you must not do: ask for and keep documents via WhatsApp. Italy's data protection authority said so clearly.

A message the day before arrival is worth ten calls. The guest arrives informed, you work more calmly. Let's see which messages really help, and where the trap is.

Before arrival

• Directions and where to park.
• What time they can check in and how it works.
• The link to online check-in, to be quicker on arrival.
• A useful question: what time do you expect to arrive?

During the stay

• The Wi-Fi and breakfast times (or the link to the guide).
• A local tip: the trail, the restaurant, the market.
• "All good in the room?": a message at the right time heads off the awkward review.

After departure

• A thank-you, simple.
• An invitation to come back and, if they like, to leave a review (without offering anything in exchange: it's banned).

The mistake to avoid: documents on WhatsApp

In a 2026 note, the Italian data protection authority (Garante) reminded hotels and B&Bs about a common, wrong practice: having the document photo sent on WhatsApp and keeping it for months. Don't. Guest data is collected to send to the police, and document copies must be deleted right after. The only thing to keep is the portal receipt. We cover it in the article on guest data privacy.

Where does Fattore come in?

Fattore sends guests the right messages at the right time and offers online check-in: so you collect data properly, without having document photos sent on WhatsApp. The channel stays handy for talking; the documents take the right route. See the modules.

Frequently asked questions

Can I ask for the document on WhatsApp if I then delete it?

The Garante advises not to use messaging apps for documents and not to keep copies beyond sending to the police. Better a proper online check-in.

Do I need consent to message guests?

For service messages tied to the stay, generally no; for promotional ones the marketing rules apply. When in doubt, keep the two uses separate.

Do I have to use WhatsApp Business?

Not required, but it helps keep work messages separate from personal ones.

Want timely messages and documents handled properly? Try the live demo: a sample agriturismo with real-looking data, so you can click through rooms, bills and guest registrations without signing up. Prefer a guided tour? Book a 30-minute call.

Sources

• Garante Privacy · Guest documents in accommodation (Italian)
• Fattore · Modules