A beach resort in Tamil Nadu was receiving more than 2,700 website visitors in a typical month. The resort wanted to know what people did after they arrived. Were they tapping the phone number, opening WhatsApp, or leaving without taking either step? And was there anything on the website that made it harder to get in touch?
At Host IT, we reviewed the resort’s Google Analytics 4 data. One result stood out: the website recorded 120 WhatsApp clicks and just one tap on a phone link.
What the resort’s website recorded
From 6 October to 6 November 2026:
WhatsApp link
120
Recorded clicks
102 users clicked
Phone link
1
Recorded click
1 user clicked
Source: GA4 Events report, 6 October to 6 November 2026. Clicks show taps on website links. They don’t show whether a message was sent or a call connected.
WhatsApp was used far more often than the phone link. But a tap on WhatsApp doesn’t tell us whether someone sent a message, just as a tap on a phone number doesn’t tell us whether the call connected. Guests who dialled the number manually would also be missing from the phone click count.
The report didn’t show a separate event for clicks to the booking engine, so we left that route out of the comparison. These figures describe two ways people tried to get in touch through the website. They don’t measure reservations.
Why we’d make the call button easier to find on mobile
Imagine you’re checking room availability for this weekend. A WhatsApp message might suit you if you can wait for a reply. If you’re already on the road or need to confirm something quickly, you might prefer to speak to someone. The website should make either option easy to find.
The report couldn’t tell us whether guests preferred WhatsApp or overlooked the phone link. It did give us a practical change to test: add a clearly labelled “Call the resort” button next to WhatsApp in the mobile header, so guests can see both options without searching for the contact page. Tapping the call button should open the phone’s dialer with the number filled in.
Proposed mobile layout
Before judging the result, we’d check that the call link works and that a single tap records a single event. Then we’d compare the share of mobile visitors who tap to call across similar periods before and after the change. We’d also watch WhatsApp activity. If calls rise while WhatsApp enquiries fall, guests may simply be switching channels
What matters to the reservations team
The useful question is whether more guests actually reach the resort. A simple record of calls and WhatsApp conversations about availability, rates or group stays can help the reservations team answer it. Over time, the resort can also track clicks to the booking engine separately from completed reservations.
If you run a hotel or resort, try this on your own phone: open your website and see how quickly you can find a way to call or message your team. Then check whether your analytics records those actions. If you’d like help with either step, talk to Host IT.