Hotel software
that
knows
your guests.
chatlyn is the first AI-Native GRM. What every guest tells you lands on one profile, and turns into the right reply and the right offer.
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Used in more than 100,000 hotel rooms worldwide
Guests tell you everything.
Most of it gets scattered.
A spa question on WhatsApp, a birthday mentioned by email, an upgrade request on Booking.com. Spread across inboxes, lost at shift change, and invisible to the CRM that was meant to remember them.
Mariana Koch9:33 AM Hello! Are pets allowed at the hotel?
Stephanie Vance11:02 AM Rooftop bar open tonight?
Anna Fischer7:27 AM Do you have rooms with a view?
Oliver Moreau6:10 PM Is there a spa slot free tomorrow?
Anton J. Schneider8:44 PM I land very early. Do you offer airport pickup?
Jasper Ingram11:33 AM Can I upgrade my room?
Lucas Owens4:11 PM Can we leave our luggage after check-out?
Rory Thornton1:42 PM How far are you from the city centre?
Warren Hurst12:56 PM A table for four on Saturday?
Mackenzie Boone5:28 PM Can I book a massage for tonight?
One platform that knows every guest.
Stays and spend from your PMS. Every conversation, on every channel. One record per guest, and AI that understands it, segments it and puts it to work for your hotel.
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Every channel, one conversation.
WhatsApp, email, webchat, Booking.com, Messenger and Instagram land in one inbox. Every conversation has a status and one owner, so nothing waits for the next shift.
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The guest, not just the message.
Beside every thread sits the guest: stays from your PMS, what they spent, and what they asked last time, on whichever channel. The AI tags guests on its own, from what they book and what they say.
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In your voice, from your knowledge.
On WhatsApp and webchat the AI replies around the clock, in the guest's language, using only what your property has taught it. On email it drafts and your team sends.
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The right offer, at the moment they ask.
A guest asks about the spa and the AI starts the flow you built for it, sent in your hotel's name: treatments, images, buttons. Inside an open WhatsApp conversation, every one of those messages is free to send.
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Your team, where it matters.
When a guest needs a person, the AI hands over with a summary of the thread. Weak answers land in a review queue: approve a fix once and the AI knows it from then on.
See it with your own guests. We walk you through chatlyn with your property in mind.
Guests love being remembered.
Hotels love what it earns.
A monthly newsletter sends everyone the same offer and hopes. A conversation offers the right thing to the right guest, at the moment they are deciding, on the channel they actually open. And they answer.
- ~20%open it
- 1offer for everyone
- 0replies
- 95%open it
- Her stayher dates, her room
- +€120before she arrives
Open rates from Spa Resort Geinberg, a chatlyn customer: 95% on WhatsApp against about 20% for email. Online check-in links with Mews, Casablanca or Oracle OHIP.
Every conversation is a chance to add to the stay.
Follow Sofia through one stay at Villa Loto, on one WhatsApp thread.
- Booking confirmed
The first message, the moment she books.
Your PMS reports the booking and the confirmation goes out on WhatsApp with her dates and room. From now on, every offer has a channel she actually opens.
On WhatsApp from day one - 5 days before arrival
The upgrade, before she packs.
A pre-arrival message with her dates and room, a link to check in online and the offers worth making. She taps the one she wants.
Terrace suite upgrade +€120 - 2 days before
A question that turns into a sale.
She asks about getting from the airport. The AI answers from your knowledge and your team books the car.
Airport transfer +€90 - During the stay
The experience she did not know to ask for.
"What can we do tomorrow?" The AI starts the experiences flow you built. Inside an open conversation, every message in it is free to send.
Private boat trip for two +€180 - The evening before departure
The late checkout, when it is useful.
Sent to everyone departing tomorrow, from a segment that keeps itself current.
Late checkout +€60 - A week after the stay
The stay she wants to give.
A thank-you with the offer that fits the moment: a gift voucher to share Villa Loto with someone she loves, bought from a link in the chat.
Gift voucher +€250 - Next spring
The next stay, before she starts searching.
Sofia is on your record with everything she enjoyed. When summer comes back, the offer reaches her first and the booking goes straight to your booking engine.
Next stay booked: 13 to 16 June
Garden room 
Terrace suite 
An illustrative stay. Prices are examples; your team confirms every booking.
What would this add up to at your hotel? Your rooms, your occupancy, an estimate in seconds.
Own the conversation. Own the guest.
When the hotel holds the conversation, it holds the revenue, the reviews and the next booking, instead of handing them to an OTA or a mailing list nobody reads.
More revenue from every stay
Upgrades, transfers, experiences and late checkout, offered while the guest is deciding and on the channel they open. Not once a month to everyone.
95% WhatsApp open rate at Spa Resort Geinberg Learn more →
Booked via OTAGuests who book direct, not through an OTA
A guest who booked on Booking.com hears from you on WhatsApp from the confirmation on. They are on your record, in your conversation, and the next stay can go straight to your booking engine.
Your guest not the OTA's Learn more →
Better reviews
Ask on the channel guests read, and hear about the cold room while they are still in-house, not on the review site.
Learn more →
Replies in seconds, day and night
A question at midnight gets the same answer as one at noon, in the guest's language. Hotels using chatlyn's AI see replies in about 3 seconds.
Learn more →
A lighter front desk
At Spa Resort Geinberg the AI resolves most questions on its own, so your team has time for the guests in front of them.
Learn more → Your PMS. Your booking engine.
And chatlyn. That's the stack.
No separate hotel CRM, customer data platform, chatbot, omnichannel inbox or WhatsApp marketing tool. chatlyn does their work on one guest record, between the two systems you already run.
- Hotel CRMA database nobody opens
- CDPData with no conversation
- ChatbotAnswers, then forgets the guest
- Omnichannel inboxChannels without context
- WhatsApp toolSends, cannot listen
- Upsell toolOffers without knowing who
The first AI-Native GRM 
Three layers that
work as one.
Every conversation lands on the guest's profile, next to their bookings and spend. The AI sits underneath, in the data layer, instead of being bolted on top: it understands each guest, segments them and acts, so your team always knows who they are talking to.
And chatlyn never stands still. We build it with the teams who use it every day: thousands of hoteliers across more than 100,000 rooms. What they ask for shapes what we ship next.
chatlyn is the first AI-Native GRM: all the guest data, and AI that understands it, segments it, and puts it to work for the hotel.
Nicolas VorsteherFounder, chatlyn - AI in the data layer
- Shaped by hotel teams
- Hosted in Frankfurt, personal data masked
Everything included. Nothing bolted on.
One data layer underneath all of it. Pick an area to see what is inside.
Guest data platform
One guest record, fed by your PMS and every conversation.
- Unified guest record One profile per guest with bookings, spend, nights, group size and membership status from your PMS, plus every conversation across channels
- Conversation history on the record What each guest asked for, when, and on which channel, including enquiries that never became bookings
- Contact merging Merge duplicate contacts across channels into one guest profile
- AI guest summary An AI summary of recent activity on every contact record
- AI segmentation The AI tags guests automatically from stay data and conversations
- Live segments Saved filters that update themselves: stay data, contact fields, custom attributes, AI tags
- Built-in lists In-house, arriving today, departing tomorrow, recently checked out, birthdays this week, generated automatically from your PMS
- Lists that send Trigger WhatsApp messages from any list or segment, manually or automatically, such as stay extension offers or birthday greetings
- Custom attributes Your own guest fields, such as loyalty tier or guest type
- CSV contact import Bring your existing contacts with column mapping and duplicate handling
- Prospects included Everyone who messages you becomes a contact, not only guests with a stay
AI Studio
The AI answers from your own knowledge, in your voice, around the clock.
- AI first response The AI answers guests on WhatsApp and webchat around the clock, in the guest's language, in your voice
- Knowledge from your files Upload PDFs, Word and text files; the AI answers only from your own knowledge
- Knowledge from your website A scheduled web crawler reads your policies, FAQs and amenities; browser mode for JavaScript-heavy sites on request
- Persona wizard Set name, tone, style and rules in three steps; advanced users edit the full prompt
- Property facts with website prefill Identity, contact, location, languages, amenities and policies, filled from your website
- Booking engine connection Paste your booking engine URL once; chatlyn detects the engine automatically
- In-chat availability on webchat Guests pick dates and occupancy in the chat and land in your booking engine with the search pre-filled
- Booking deep links on WhatsApp The AI asks dates and party size and sends a link to the finished search, where the engine supports URL parameters
- Per-channel AI modes Auto-reply or draft suggestions, per channel, with business-hours and out-of-hours settings
- Email drafts only On email the AI drafts, a person sends. Always.
- Human handover The AI hands over on request or when unsure; taking over a conversation stops auto-replies
- Auto-labelling The AI applies your labels with a confidence score until an agent confirms
- Thread summaries Long conversations summarised for the agent
- Two-way translation Inbound messages into the agent's language, drafts into the guest's language
- Insights Automation rate, escalations and knowledge health over 7, 30 or 90 days
- Needs review queue Weak answers arrive with a drafted FAQ; approve it and the AI learns permanently
- Knowledge conflicts and source quality Contradictions, duplicates and low-scoring files flagged with suggested fixes
- Playground Test the assistant with the same knowledge and persona, sources shown per answer
- AI actions in the inbox The AI sends approved templates and interactive flows, starts journeys, updates contacts and hands over
- MCP connectors Connect external systems the AI may call during a conversation, with per-tool permissions and a full audit log, enabled by our Customer Success team
- Privacy-first AI Personal data is masked before any request reaches an AI model; EU-only AI processing available on request
- White-label with AI disclosure Guests talk to your property, never to chatlyn; AI involvement is disclosed per the EU AI Act
WhatsApp outbound suite
Templates, journeys and broadcasts on the official WhatsApp Business API.
- WhatsApp Business API Official API via a Meta Business Solution Provider, self-serve connection, business profile managed in chatlyn
- Templates with AI generation Create, improve and translate approved templates with AI; compliance checker before submission
- Multi-language templates One template, every language, chosen per guest automatically
- Interactive messages Buttons, lists, images and video. Free inside the 24-hour window
- Journeys Multi-step flows on a visual canvas; guests move by tapping
- Journey statistics Drop-off, completion and delivery per step, plus link clicks
- UTM click tracking Every link in a journey tracked, parameters passed to your analytics
- Journey test mode Test a flow before it goes live
- Broadcasts One template to a list or segment, with test sends and scheduling protections
- PMS event automations Booking created, arrival, check-in, check-out and departure trigger messages automatically
- SMS fallback Reach guests without WhatsApp with a one-way SMS
- QR codes Room cards and posters open a journey or flow in WhatsApp
- Message hooks Let your booking engine or upsell tool trigger a WhatsApp send
- Delivery log and scheduled queue Every send with its status; cancel anything pending
- Spam guard The same template never reaches the same guest twice within minutes
- Spot messages for the AI Expose flows to the AI so a guest asking about tomorrow's activities gets your flow automatically
- Upcoming-sends calendar See everything scheduled in one calendar
Inbox
Every channel in one place, with the AI as a teammate.
- All channels in one inbox WhatsApp, email, webchat, Booking.com, Messenger and Instagram
- AI as a teammate The AI holds the conversation until a person takes over
- Statuses by whose turn it is Open, waiting, snoozed, resolved; auto-resolve after 72 hours idle
- Round-robin assignment New conversations go to online team members; one owner per conversation
- Availability states Online, away, offline; offline hands your open conversations to colleagues
- Response-time targets Warning, breached and critical tiers per channel, visible on the dashboard
- Internal notes and mentions Private notes with @-mentions, never seen by guests
- Labels Coloured tags, applied by agents or by the AI
- Delivery ticks and reactions Sent, delivered and read on WhatsApp; guest reactions on your messages
- Email forwarding and search Forward emails; find anything across channels
- Multi-participant threads Several parties in one email thread, with a live-viewers badge
- Notifications In-app, browser push, sound and email digests per user
- Spam filter Inbound spam filtered before it reaches the team
Channels
The channels your guests already use.
- WhatsApp Two-way, run by the AI
- Email Gmail, Microsoft 365 or IMAP/SMTP; unlimited mailboxes
- Webchat Your own website widget, 18 languages, run by the AI, one script tag
- Booking.com Guest messages in the inbox
- Messenger and Instagram Meta DMs in the inbox
Webchat widget
Your own widget, with the booking flow built in.
- One-line install One script tag; works with WordPress, Wix, Squarespace, Webflow
- Widget builder Colours, logo, welcome message, theme, position, contact buttons, live preview
- 18 languages with auto-switch Interface follows the guest's language, right-to-left supported
- Rich AI widgets Quick replies, date picker to your booking engine, maps, card carousels
- Talk to a person One click from AI to your team
- AI disclosure Guests see when the AI or a person is replying
PMS integrations
A deep PMS connection powers the record, segments and automations.
- PMS connection Guest and booking data flow into chatlyn and power the guest record, segments and automations
- Financials on the record Spend and booking value stored from the day of connection
- Memberships and statuses Loyalty and status fields recognised from the PMS
- Event-driven automation Created, updated, cancelled, checked in, checked out, no-show
- Self-check-in over WhatsApp With Mews, Casablanca and Oracle OHIP
- Booking engine connector Live availability via your booking engine, not the PMS
Team, roles and reporting
Unlimited users, clear roles and dashboards for each of them.
- Unlimited users
- Agent, Manager, Admin roles Managers see everything without touching settings
- Personal dashboard Your queue by response-time health, today's arrivals and departures, the AI's share of conversations
- Team dashboard Backlog, at-risk conversations, load per inbox, per-agent triage
- Usage costs view WhatsApp and SMS costs per month, by template category
Apps and access
Work from the browser, your phone or any web page.
- Mobile app iOS and Android: read, reply, look up guests, push notifications
- Web app in 5 languages English, German, French, Italian, Spanish, with dark mode
- Browser extension Translate, summarise and draft from any web page
Security and compliance
Hosted in Frankfurt, GDPR-compliant, disclosed to guests.
- Hosted in Frankfurt The platform and all guest data run on servers in Frankfurt, Germany
- Personal data masked for AI Your data never reaches a language model provider directly; personal data is masked before any request leaves the platform
- EU-only AI on request For properties with stricter requirements, AI processing runs only on European servers, with no fallback outside the EU
- GDPR-compliant Data processed and stored under EU data protection law, with a data processing agreement as part of your contract
- EU AI Act disclosure Guests are told when an AI replies
- Account isolation Your knowledge and data never mix with another property's
- Audit log for AI tools Every external call the AI makes, with arguments and outcome
Explore each part of the platform
Built around your PMS.
Your PMS stays the master. chatlyn reads every reservation automatically and puts it on the guest record, where the AI, the segments and your team can use it.
Built for every kind of hotel.
The same platform and the same team adapt to who you are. Run it yourself, or have us run it for you.
Independent hotels The full platform with proven templates, built on what works at the best hotels. Live in weeks, no IT needed. Self-serveProven templatesNo IT needed Explore 
Boutique groups & collections Premium templates that keep every hotel on-brand, with support from our team whenever you want it. Premium templatesOn-brand voiceGuided setup Explore 
Hotel groups The same proven setup at every hotel, with consistent standards. Our team runs the rollout with you. Consistent standardsManaged rolloutTalk to us Explore 
Luxury brands A dedicated team designs and runs your guest messaging in your brand's exact voice. White-glove, bespoke, discreet. Dedicated teamYour exact voiceBy application Explore 
Front office One inbox for every channel. Reply faster, assign conversations and let the AI take the routine questions. One inboxResponse-time targetsAI on WhatsApp Explore 
Revenue Upgrades, late checkout and extras offered at the right moment of the stay, with step-by-step stats for every journey. Upsell journeysLive segmentsJourney stats Explore 
Spa & wellness Show treatments and availability to in-house guests on the channel they read, and fill the quiet slots. In-house guestsTreatment flowsQR codes Explore 
Food & beverage Share tonight's menu, daily specials and reservation reminders, and take table requests on WhatsApp. Menus & specialsTable requestsReminders Explore Real results, real teams.
"With chatlyn, we achieve a 95% open rate on WhatsApp. Our guest communication has never been this effective. The platform has become the central hub across our properties."
"Guests want answers immediately, and our AI now handles 85% of enquiries automatically. It's a huge help for our reception team, so we can focus on the personal touches that really matter."
"Our guest relations team now achieves response times under 5 minutes. chatlyn's routing and workflow tools let our butlers focus on creating truly personalized luxury experiences."
"chatlyn's automated upselling campaigns generate measurable additional revenue every month. Room upgrades, spa packages, dinner reservations: guests appreciate the personalized offers."
"chatlyn has made our guest communication more efficient and personal. Fast, straightforward messaging lets us respond to our guests' needs and offer even better service."
Laura Rodríguez
Director of Rooms, The Amauris Vienna
Upsells happen in conversations, not newsletters
A newsletter is a message nobody is expected to answer. On WhatsApp the guest replies, asks about the spa or a table for tonight, gets an answer on the spot and books. See what those conversations are worth across your hotels.
€162 per room, across 120 rooms
WhatsApp conversation95% open it. Guests reply, ask and book. An estimate, not a promise. It assumes 2.5-night stays and that 5% of guests who read an offer book it, which is the conservative case: on WhatsApp they can also ask first. Open rates come from Spa Resort Geinberg, a chatlyn customer: 95% on WhatsApp against about 20% for email.
What would this cost us?
Three questions, then a quote built around your property. No pricing table to translate into your own numbers.
Almost there
We have your setup. Add your contact details and we will come back with a quote built around it.
Meet the platform that knows your guests.
See the first AI-Native GRM with your own property in mind. Talk to us, or take a demo account and explore it yourself.
Not ready to talk yet? Watch the full demo first
37 minutes with our CEO Nicolas Vorsteher: why we rebuilt chatlyn, then the real product, from the inbox to the AI. Leave your email and we'll send you the recording.
Watch the recorded demo
Or try it on your phone Scan to start the Villa Loto guest journey on WhatsApp Open the Villa Loto guest journey in WhatsApp 
Frequently asked questions.
Guest relationship management is an established category in hospitality software. chatlyn is the first AI-native product in it: one platform that holds every booking, spend and conversation per guest, and uses AI to understand that data and act on it. It does the work that usually takes a CRM, a chatbot, an inbox tool and a marketing tool side by side.
It is built to. Every guest has one record with stays and financials from your PMS plus every conversation on every channel, and segments that stay current on their own and can trigger messages. A CRM records what happened. chatlyn also holds what was said, and acts on it.
No, and that is deliberate. chatlyn reads guest and booking data from your PMS and never writes back, so your PMS stays the master record. We integrate with Oracle OPERA Cloud, Oracle OPERA on-premise, Mews, Apaleo, Protel, Clock PMS+, Guestline, ASA, Casablanca, FO Cloud and Sihot.
WhatsApp, email, webchat, Booking.com, Messenger and Instagram, all in one inbox. The AI replies on its own on WhatsApp and webchat. On email it drafts a reply and your team decides what to send.
Yes. chatlyn is hosted in Frankfurt, and personal data is masked before any request reaches an AI model, with no direct connection to an external AI provider. Properties with stricter requirements can opt into EU-only AI processing. Guests talk to your property, never to "chatlyn", and are told when an AI is handling the conversation.
Most hotels are live within 2 to 4 weeks. Your onboarding team handles the setup, the PMS integration and a working starting point for the AI, so you never begin from a blank page. No IT resources required from your side.