As a property using ThinkMessenger, it is important to understand the opt-out process so that you can properly inform your guests and ensure that you are complying with relevant laws and regulations.
If a guest no longer wishes to receive text messages from your hotel, they can opt-out by sending the word STOP to your hotel's ThinkMessenger number. Notes:
- STOP must be the only word in the text message
- It is not case-sensitive
Once the guest has sent the STOP message, they will receive an auto-reply from the system that reads:
"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."
You will see the word STOP in ThinkMessenger, but you will not see the auto-reply that the guest received. Messages that are sent after they have unsubscribed will show an error in ThinkMessenger.
If the guest changes their mind and wants to start receiving text messages from you again, just as the automated message tells them, they can opt-in by texting the word START. Notes:
- Like STOP, START must be the only word in the text message
- It is also not case-sensitive.
Once the guest sends the START message, they will receive another auto-reply from the system that reads:
"You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply."
Similar to above, you will see the text START in ThinkMessenger, but you will not see the auto-reply message from the system.
The use of the word STOP to opt-out of receiving text messages is very common practice. In the United States, the Federal Communications Commission (FCC) requires that all commercial text messaging campaigns allow recipients to opt-out of receiving further messages by texting the word STOP. This requirement is in place to protect consumers from receiving unwanted or spam text messages. This means that your guests likely are familiar with how to stop getting messages using the intuitive "stop" text command.
Transactional messages are generally exempt from the opt-out requirements that apply to commercial messages. These requirements state that commercial messages must include clear and concise instructions on how to opt-out of receiving further messages. Transactional messages are not considered to be marketing or promotional in nature, so they are generally exempt from these requirements. However, it is generally good practice for businesses to include opt-out instructions in their transactional messages, as some recipients may still wish to stop receiving these types of messages.