Turning ski season into
a full-experience destination
How Hotel Enzian Obertauern uses WhatsApp automations and AI to fill three restaurants, drive event bookings, and free reception staff for personal service.
- 92% WhatsApp open rate
- ~85% Enquiries handled by AI
- +38% Restaurant reservation uplift
- ~3s AI response time (24/7)
A short season, high stakes, and guests who forgot what they booked
Hotel Enzian is an adults-only boutique hotel in Obertauern, one of Austria's most snow-reliable ski resorts. Under the leadership of owner Elisabeth Veit, it has been reinvented around three a la carte restaurants, a curated wine cellar, and a packed weekly programme from poker nights to the signature Friday Open Bottle Night.
The problem: guests book months in advance and largely forget the details until check-in. Nobody told them about Friday's wine cellar evening, Thursday's quiz night, or that Saturday dinner needs a reservation.
Meanwhile, reception spent every shift answering the same questions: opening hours, restaurant options, event schedules, ski equipment, check-in logistics. Every minute on a repeat question was a minute not spent on genuine personal interaction.
- Guests arrive uninformed about restaurants, events, and weekly programme
- Reception team stuck in FAQ loops instead of personal service
- Three restaurants and events calendar represent untapped revenue
Right message, right moment
Hotel Enzian implemented chatlyn's WhatsApp automation flows to send guests precisely timed messages before arrival. The goal: guests arrive already excited, already informed, and already planning their evenings.
Pre-arrival WhatsApp campaigns
Timed messages confirm stay details, introduce the restaurant offering, and share the weekly programme for the exact days of the guest's visit.
92% open rate
Nearly every guest arrives having already read about the week ahead. Pre-arrival emails sit unread; WhatsApp lands on the phone guests already hold.
+38% restaurant reservations
When guests know Saturday dinner needs a reservation, they make one. Direct and measurable uplift from pre-arrival campaigns.
If you book a hotel, sometimes this happens already a couple of months before, and then you don't really have a look again at the website and the weekly programme. But then there's a little reminder which gives you the right information at the right time, just before you start your holiday, so you're really excited about what's going on.
Elisabeth Veit Owner & Managing Director, Hotel Enzian Obertauern 
Hear it directly from Elisabeth
Elisabeth Veit, owner and managing director of Hotel Enzian Obertauern, shares how chatlyn transformed her guest communication, from pre-arrival excitement to AI-powered concierge service.
- Why WhatsApp outperforms email for guest engagement
- How AI freed her reception team for real hospitality
- The impact on restaurant revenue and guest satisfaction
The 24/7 virtual concierge
Alongside the automations, Hotel Enzian deployed chatlyn's AI chatbot as a permanent first point of contact across webchat and WhatsApp. For a hotel with a distinctive concept, there is a predictable and substantial volume of questions.
Elisabeth Veit's team trained the AI on their specific knowledge base: restaurant menus, event schedules, hotel rules, the surrounding area. The AI now handles approximately 85% of routine enquiries without any involvement from the front desk.
- ~85% Enquiries handled by AI
- ~3s Average response time
- 24/7 Including weekends & holidays
The only thing is they want to have the answers immediately... and this is really something which is working 100% super well with our new AI system.
Elisabeth Veit Owner & Managing Director, Hotel Enzian Obertauern A seasonal business that can't afford to waste a single week
When revenue is concentrated into a few months, every mechanism that increases ancillary spend per guest matters. Three restaurants represent real revenue, but only if guests fill them. A wine cellar evening is both a revenue event and a memorable experience, but only if guests know it exists.
chatlyn gave Hotel Enzian the infrastructure to deliver the right information at the right moment, at scale, without adding to the front desk team's workload.
Pre-arrival WhatsApp messages that drive restaurant reservations. An AI that handles every repeat question so staff can handle every unique one. A guest journey that starts days before check-in.
Key results
- 92%WhatsApp open rate: nearly every guest arrives already briefed
- +38%Restaurant reservation uplift from pre-arrival campaigns
- ~85%Routine enquiries handled by AI: staff focus on genuine hospitality
- +22%Bookings during low season via targeted WhatsApp campaigns
For us it is a really, really big help, also for our team at the reception: it's always the same questions and they are repeating all the time. And then we can concentrate and focus more on the client's desires and wishes and on the personal demands.
Elisabeth Veit Owner & Managing Director, Hotel Enzian Obertauern 
More case studies
Make every week count
with WhatsApp & AI
Whether you run a seasonal alpine hotel or a year-round resort, chatlyn helps your guests discover and book everything you offer, before they even check in.
