The hotel CRM that reads every conversation.
A hotel CRM is the system that remembers your guests: who they are, what they booked and what they asked for. chatlyn goes further than a booking history, because it also holds the conversations. Every message on every channel sits on the same record as the stay, which is what makes the next reply personal rather than generic.
Trusted by 1,000+ hotels worldwide
What is a GRM?
A GRM replaces the separate CRM, the chatbot solution, the unified inbox. One data platform that makes every conversation personal.
Guest relationship management is an established category in hospitality software. chatlyn is the first AI-native product in it: built around the data layer rather than adding AI features to a tool that already existed. In practice that means the three systems most properties run separately collapse into one, and the guest record stops being a database nobody opens.
Guest profiles that build themselves
A contact is anyone who writes to the property, prospect or guest. Phone, email, Booking.com ID and webchat session all resolve to the same person, so a guest who enquired by email in March and messages on WhatsApp in June is one record, not two. Reservations flow in from your PMS one way: chatlyn reads them and never writes back, so the PMS stays master and nothing chatlyn does can corrupt it.
A hotel CRM system your team actually opens
Most CRMs fail because nobody logs into them. This one lives in the sidebar of the conversation your team is already in: the stay, the previous messages, the language, the notes and which WhatsApp templates already went out. Nobody has to switch tabs to find out who they are talking to, which is the only reason the record stays current.
Segments that are always current
A list is a static thing someone curated once and then forgot. A segment is a saved filter evaluated the moment you use it, so it is right every time without maintenance. Conditions can draw on contact fields, custom attributes, stay data such as arriving or departing within a set number of days, and AI-computed membership. Six presets ship built in; the four stay-based ones appear once a PMS is connected.
From a segment, sending is one step: pick the audience, pick the template, and the WhatsApp campaign goes to exactly those guests.
"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."
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Questions about the hotel CRM
Software that keeps one record per guest: who they are, the stays they have had and how to reach them. A hotel CRM differs from a generic one because the record is built around stays and arrivals rather than deals and pipelines.
A CRM records what happened. A GRM also holds what was said. chatlyn keeps every conversation on the guest record alongside the bookings, which is what lets you reach the people who asked about something last year, not only the ones who stayed.
The major hotel PMS platforms, including Oracle OPERA Cloud via OHIP, Oracle OPERA on-premise, Mews, Apaleo, Protel, Clock PMS+, Guestline, ASA, Casablanca, FO Cloud and Sihot. Each one is provisioned by our team rather than self-service, so the mapping is checked before it goes live.
No, and that is deliberate. The sync is strictly one-way: chatlyn reads guest and booking data and never writes to the PMS. Your PMS stays the master record and nothing chatlyn does can change a reservation.
Contacts import by CSV today, and they arrive as static lists you can then segment. Importing past bookings through a one-time file export is planned rather than available, so plan on booking history building up from the day the PMS integration goes live.
chatlyn is built and hosted in the EU. The AI runs on EU-hosted models behind a PII-masking layer with no direct connection to an external LLM, and guests are told when an AI is handling the conversation.
Part of one platform.
Guest messaging software
Where the record is read and written: one inbox with the profile in the sidebar of every conversation.
ExploreGuest journey
What a segment does next. Messages triggered by arrival, departure or birthday, sent without anyone remembering.
ExploreWhatsApp for hotels
The channel a segment sends on, at open rates email cannot reach.
Explore Case studyIMLAUER Group
Nine properties on one guest record: AI resolution from 6% to 93%, and 54% less time lost switching between channels.
Read the storySee your own guest data in it.
The quickest way to judge a guest record is to look at one. Talk to us and we will walk through yours, or take a demo account and explore it yourself.