Glowing.io

Glowing.io, operated by Glowing, Inc., is a cloud-based guest engagement and messaging platform aimed at the hospitality industry. It consolidates guest conversations from SMS, WhatsApp, WeChat, LINE, Facebook Messenger, Instagram, Zalo and other channels into a single web dashboard, with intelligent routing so incoming messages reach the responsible team or staff member. The platform includes bi-directional real-time translation across more than 100 languages, allowing staff to write in their own language while guests receive replies in theirs.

Beyond inbound messaging, the product provides scheduled "Moments" messaging across the guest journey (from pre-arrival through check-out), broadcast messaging to guest segments, message assignment and escalation, group and staff-to-staff chat, global guest profiles, message timelines and benchmarking. AI components include an AI Copilot that drafts, clarifies or auto-responds to messages, journey-based AI agents that handle routine questions such as check-in times or dining hours, and an "AI Scientist" that surfaces insights from conversation content, sentiment and stated guest preferences to support personalization and faster resolution. The company positions the platform as an alternative to staff messaging guests from personal devices, citing GDPR compliance and continuity of guest data when staff change.

The platform is delivered as a web dashboard plus companion iOS and Android apps for property staff; no guest-side app download is required. Integrations cover property management and operations systems including Opera (OXI and OHIP), Infor, SevenRooms, HotSOS and Knowcross, with the company stating it can integrate with other open-API software on request.

Founding story

Glowing.io was founded by Jasen Lew, who serves as Founder and CEO, and the company's original premise was to let hotels and resorts reach "digital" travelers and "silent" guests — those who are busy, foreign-language speakers, or who simply prefer non-verbal communication — through the messaging apps guests already use rather than requiring a new app.

Business model

Business-to-business software-as-a-service sold to hospitality operators, with a self-described results-based pricing approach and published subscription tiers.

Subscription pricing published on the company website: an "Unlimited Plan" at $3 per room per month covering unlimited users, omni-channel messaging, 100+ languages, AI Copilot, PMS and ticketing integrations, broadcast messaging, automated workflows, escalations/assignments, internal staff chat and standard support; and a custom-priced Enterprise Plan adding SSO, advanced AI features, custom development, 24/7/365 support and a dedicated customer success manager.

Traction

The company reports customer outcomes including 25-30% of guest conversations tied directly to bookings, upgrades or purchases at one hospitality brand; a 10-point higher OSAT score among guests who message; roughly 30% fewer front desk calls after adopting messaging; and about 40% faster response times with automated AI workflows. It also describes one property that handled an 80% increase in messaging volume with reduced staffing while cutting response times 20%. The Android staff app reports over 1,000 downloads, and the iOS app shows 2 ratings averaging 5.0 with frequent releases through version 4.5.1.

Latest developments

Recent activity centers on AI capabilities: AI Copilot for drafting and auto-responding, journey-based AI agents for routine inquiries, and the AI Scientist analytics layer, alongside expanded channel support including Instagram and Zalo. Staff apps continue to ship regular releases, with iOS version 4.5.1 in August and an Android update dated 10 August 2026.