Turning guest messaging
into a revenue channel
How Spa Resort Geinberg uses chatlyn to reach 10,000+ guests per year with targeted WhatsApp campaigns, automate 86% of enquiries, and drive upsell revenue across every season.
- 95% WhatsApp open rate
- 86% AI self-service rate
- 10K+ Guests reached per year
- 24/7 Multilingual availability
High volume, low conversion
Spa Resort Geinberg is a 4-star superior thermal resort in Upper Austria, attracting wellness guests from across Central Europe. With thermal baths, saunas, spa treatments, and seasonal events, the resort has a rich portfolio of bookable experiences.
But the team was drowning in repetitive enquiries. 80% of incoming calls were the same questions: opening hours, prices, parking, directions. Social media inboxes overflowed with unanswered messages, and guest complaints risked falling through the cracks.
The bigger problem: the team was so busy answering routine questions that there was no bandwidth left for upselling. Seasonal offers, spa packages, and restaurant promotions went underutilised because the traditional channels didn't convert. Email newsletters averaged a ~20% open rate. Guests booked what they already knew and missed everything else.
- Phone calls80% repetitive questions80%
- Social mediaMessages left unansweredOverflow
- Email newsletters~20% open rate~20%
- UpsellingNo bandwidth: team buried in routine queries0
Before chatlyn: staff overwhelmed, revenue opportunities missed
Automate the routine,
monetise the moment
chatlyn deployed a full omnichannel solution at Spa Resort Geinberg covering the entire guest journey, from pre-arrival upselling to in-stay service to post-stay follow-ups, all through WhatsApp and webchat.
PMS-triggered guest journeys
Automatic WhatsApp messages triggered by the PMS days before arrival and on check-in morning. Upselling starts before the guest walks through the door.
WhatsApp upselling campaigns
Targeted campaigns with image, short text, and direct booking button. 95% open rate, nearly 5x email performance. Seasonal offers convert instantly.
AI webchat chatbot
Resolves 86% of queries automatically (opening hours, prices, offers, directions) in the guest's language, 24/7, including holidays. Only 14% need a human.
Upsell every season,
not just at check-in
For a thermal resort, revenue is seasonal. Winter brings spa-seekers; summer draws outdoor guests. Every season has different packages, experiences, and time-sensitive offers. The challenge isn't just reaching guests: it's reaching them at the right moment with the right offer.
chatlyn's WhatsApp newsletter feature lets Geinberg send targeted campaigns to segmented guest lists. Each message contains an image, a short description, and a direct booking button. No app download, no login, no friction.
With a 95% open rate on WhatsApp (vs. ~20% for email), every seasonal campaign reaches nearly every guest, and converts in a single tap.
- WinterKaribik-Lagune Chalet
Private thermal chalet bookings for cold-weather escapes
Book now - SpringRelax! Sauna Lounge
Exclusive adults-only sauna sessions with seasonal aromatherapy
Reserve spot - SummerSPAplus Adults-Only
Premium outdoor thermal experience with sunset packages
Explore - AutumnThermen-Restaurant
Arrival breakfast and seasonal culinary experiences
Book table
Automated from booking
to post-stay
Every touchpoint is an opportunity. chatlyn triggers the right message at the right moment, automatically from the PMS, so the team can focus on delivering experiences, not answering phones.
-
Pre-arrival
PMS-triggered WhatsApp message with stay details, check-in time, and upsell quick-reply buttons
Automated -
Upsell moment
Quick-reply buttons for breakfast, massages, treatments, and parking, before the guest arrives
Automated -
Arrival day
Good morning message with WiFi, thermal bath hours, luggage storage info, and culinary options
Automated -
During stay
AI chatbot handles routine queries 24/7; complex requests route to staff instantly
AI + staff -
Post-stay
Follow-up and seasonal WhatsApp campaigns to drive repeat bookings
Automated
86% of questions answered
without lifting a phone
Spa Resort Geinberg's webchat AI chatbot handles the questions that used to consume the team's day: opening hours, prices, current offers, directions, parking. It responds in the guest's language (German, English, Hungarian, Czech, and more) and is available 24/7, including public holidays.
Only 14% of queries need a human. And when they do, chatlyn hands off the conversation to a staff member with full context: no repetition, no frustration.
The result: the team is no longer buried in routine questions. They can focus on what actually matters: delivering memorable spa experiences and driving additional revenue through personal recommendations.
- "What are the thermal bath opening hours?"
- "How much is the sauna day pass?"
- "Where can I park?"
- "Do you have availability this weekend?"
With chatlyn, we turned guest communication into a revenue driver in our Spa, 95% open rates on WhatsApp campaigns and 86% of enquiries handled without staff involvement.
Bernhard Sänger Director of Operations, Spa Resort Geinberg 
More case studies
Drive upsell revenue on
the channel guests actually open
95% open rates, seasonal campaigns that convert, and an AI chatbot that handles the routine, so your team can focus on what matters most.
