Scaling butler service
with WhatsApp
How The St. Regis Le Morne enables 30 butlers to deliver personal service through a single WhatsApp number, powered by chatlyn.
- 6,700+ Guest conversations
- 464K Messages exchanged
- <5 min Avg. butler response time
- 30 Butlers connected
30 butlers, 5-device limit
The St. Regis Le Morne sits beneath Le Morne Brabant, a UNESCO World Heritage site on the southwestern tip of Mauritius. All 172 suites come with dedicated butler service, a signature of the St. Regis brand since 1904.
But guests were increasingly asking one question: "Can I just message you on WhatsApp?"
WhatsApp Business supports a maximum of 5 simultaneous device logins. With a team of 30 butlers working in shifts, the resort couldn't route messages to the right person, maintain continuity during handovers, or ensure that every request was seen and handled.
5 connected · 25 butlers locked out30 connected · All butlers active
WhatsApp Business · Unlimited with chatlynOne WhatsApp number,
every butler connected
In early 2024, the resort deployed chatlyn to connect their entire butler team through a single WhatsApp number, accessible from any device, with conversations automatically routed to the right person.
Unlimited team access
All 30 butlers access guest conversations through the chatlyn mobile app or web browser. No device limits.
Smart conversation routing
Messages are assigned based on suite number, so each butler sees their guests. Internal notes carry context across shift handovers.
Automated pre-arrival welcome
Before guests arrive, chatlyn automatically sends a WhatsApp welcome message introducing their butler and opening the channel.
Personal by design,
not automated by default
There's a common misconception in hospitality: that ultra-luxury resorts don't need guest messaging tools because automation destroys the personal experience.
The St. Regis Le Morne proves the opposite. Their butlers chose to automate only one single message: the initial welcome triggered when a guest scans a QR code. Everything after that is written personally by the butler assigned to that guest.
chatlyn doesn't force automation. It adapts to how your team wants to work, whether that's fully automated journeys or a single trigger that opens the door to a deeply personal conversation.
This is what makes the platform different: it empowers your team to deliver the human touch, at scale, on the channel guests actually use.
- Guest scans QR codePlaced in-suite or at check-in, the QR code opens a WhatsApp conversationAutomated trigger
- Welcome message sentThe only automated message: greets the guest and asks for their suite numberAutomated message
- Room number triggers routingThe guest's reply auto-labels the conversation and assigns it to the correct butler teamAutomated routing
- Butler takes over, personallyFrom this point on, every message is written by the assigned butler. No templates, no bots: just personal, human service100% personal
One automated trigger,
then pure butler service
Unlike typical guest journey automations, The St. Regis chose to keep it minimal. One scan, one automated message. Then the butler does what butlers do best.
-
QR code scan
Guest scans the in-suite QR code and opens a WhatsApp chat
Automated -
Welcome & routing
Automated welcome asks for the room number, then assigns the right butler
Automated -
Butler introduction
The assigned butler personally introduces themselves and takes over
Personal -
During stay
Every request, preference, and idea, personally handled by the butler
Personal -
Post-stay
A personal farewell and invitation to return, written by the butler
Personal
What guests are saying
- Trustpilot
"This is the first hotel where we genuinely used the WhatsApp service every day, because every small idea or request was handled instantly and with care."
The guest praised the butler team as warm, proactive, and incredibly helpful, saying the WhatsApp service handled every request instantly and with care.
Read full review - TripAdvisor
"The WhatsApp service was so helpful for making reservations and answering questions."
The guest highlighted how WhatsApp became the main channel for managing their stay, from restaurant bookings to quick questions.
Read full review - TripAdvisor
"Every detail is handled with care, and you are made to feel special from the moment you arrive."
The guest described being looked after from check-in onwards, with every request handled personally and attentively.
Read full review - TripAdvisor
"The head of the butlers team was in constant contact via WhatsApp and responded promptly to every request until we reached back home."
The guest was impressed that the WhatsApp service didn't stop at checkout: the butler team stayed in touch throughout the journey home.
Read full review
chatlyn redefines communication by weaving intuitive technology into the timeless craftsmanship of the Butler Service at The St. Regis Le Morne Resort, Mauritius. Each interaction becomes smoother, faster, and impeccably curated: an elevated standard befitting our most discerning luminaries.
Christophe Lai Wai Director of Quality & Projects, The St. Regis Le Morne Resort, Mauritius 
More case studies
Bring WhatsApp to your
guest experience
Whether you have 5 team members or 50, chatlyn gives your staff the tools to deliver personal service at scale, on the channel guests prefer.
