Have questions? Here are the answers hotels ask most before connecting.
How does the Mews PMS integration with chatlyn work?
chatlyn connects to Mews via a Polling API that syncs guest and booking data every 5 minutes. When a booking is created, updated, or a guest checks in or out, chatlyn automatically receives the data and can trigger WhatsApp messages, SMS fallbacks, or update the dashboard. The integration is one-way (Mews to chatlyn) and setup is handled by the chatlyn support team at no extra cost to the hotel.
Can chatlyn send automated WhatsApp messages to guests based on Mews events?
Yes. chatlyn's Guest Journey Automations let you configure up to 3 actions per event trigger. Supported Mews events include booking created, arrival date, check-in, check-out, and departure. For each event, you can send a Meta-approved WhatsApp template with personalised merge fields (guest name, arrival date, stay length, hotel details) and an optional SMS fallback if WhatsApp delivery fails.
What is the open rate for WhatsApp messages compared to email in hotels?
WhatsApp messages achieve approximately 98% open rates compared to around 21% for traditional hotel email marketing. This means pre-arrival upsell offers for SPA packages, room upgrades, dinner reservations, and airport transfers are nearly 5x more likely to be seen by guests when sent via WhatsApp through chatlyn.
Does chatlyn have an AI chatbot for hotel guest communication?
Yes. chatlyn includes an AI chatbot that provides first-level guest support on WhatsApp and webchat channels 24/7. The AI is trained on your hotel's knowledge base and handles frequently asked questions about breakfast times, parking, amenities, check-in procedures and more. When the AI can't resolve a query, it hands over to a human agent. Hotels report that the AI handles over 70% of routine inquiries automatically.
How much does the Mews integration cost?
The Mews integration with chatlyn has zero additional costs — no setup fee, no per-event charges, and no ongoing integration fees. The connection is included with your chatlyn subscription. Setup is handled by the chatlyn support team and is rated as easy difficulty.
Can chatlyn help increase hotel upselling revenue?
Absolutely. Hotels using chatlyn for pre-arrival WhatsApp upselling report up to 25% increases in upsell revenue. By sending personalised WhatsApp messages before guest arrival with buttons for SPA packages, room upgrades, dinner reservations, and other ancillary services — at a 98% open rate — significantly more guests see and act on upsell offers compared to email. The AI chatbot also answers guest questions about these offers 24/7 and directs them to the checkout page, turning interest into revenue at zero marginal staffing cost.
What channels does chatlyn support besides WhatsApp?
chatlyn provides a unified omnichannel inbox that consolidates WhatsApp, email (Gmail, Outlook, IMAP/SMTP), webchat, Instagram, Facebook Messenger, Airbnb, and Booking.com into a single interface. Agents can see Mews booking data right next to every conversation regardless of channel, eliminating the need to switch between platforms.
What guest data does chatlyn receive from Mews?
chatlyn receives 14 guaranteed merge fields from every Mews booking: arrival date, departure date, number of nights, total amount, currency, formatted total amount, PMS ID, hotel name, hotel address, hotel phone, hotel email, hotel timezone, check-in time, and check-out time. These fields can be used in WhatsApp and SMS templates to personalise every guest message automatically.
Is chatlyn suitable for hotel chains with multiple properties?
Yes. chatlyn supports multi-property setups and currently serves 1,000+ hotel properties worldwide, including hotel chains like Falkensteiner, IMLAUER, and Adler Resorts. Multi-property support for Mews specifically is to be confirmed, but chatlyn's platform is designed for chain-level operations with team management, centralised reporting, and consistent guest communication across properties.
How long does it take to set up chatlyn with Mews?
The Mews integration is rated as easy setup. The chatlyn support team handles the technical configuration. Most hotels are live within a few days of initiating the connection. Once connected, chatlyn provides pre-configured WhatsApp and SMS template drafts for each guest journey event (booking, pre-arrival, check-in, check-out, post-stay) that you can customise and submit for Meta approval.
