The shared reservations team starts in three mailboxes, three extranets and a WhatsApp phone per house.
For hotel clusters 
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
Guest relationships for hotel clusters, where every house stays itself
Hotel clusters are several hotels in one city or region run by one cluster management, with shared roles such as a cluster GM or a reservations team and lean teams in each house. chatlyn, the AI-Native GRM, connects each house to its own PMS, keeps its bookings and conversations in guest profiles and lets the AI take the routine.
- Each house keeps its own number, PMS and tone
- The AI takes the routine off lean teams
- One agreement, priced on your total rooms
4.9 across review platforms
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
54% less time logging in to separate channels at IMLAUER
93% AI resolution at IMLAUER in Salzburg and Vienna, up from 6%
+70% routine enquiries handled by the AI at Hotel Sacher, Vienna and Salzburg
86% of webchat enquiries answered by the AI at Spa Resort Geinberg
One day in a hotel cluster, told twice
Three houses, a few people. Every guest still answered.
In a cluster, the reservations team, the GM and sometimes revenue work for several houses, while each house runs on a lean team. Here is one day across three hotels in the same city.
In each house the AI answered the night’s routine questions. What is left waits with an owner.
The cluster GM asks each house what is still open. Three phone calls, three different answers.
Each house’s Manager view shows the backlog, conversations at risk and who has what.
Lunchtime at the smallest house: one person at the desk, the phone ringing, a WhatsApp about parking.
The AI answers the parking question in about 3 seconds, from that house’s own information.
A Booking.com message for the second house waits in its extranet. Nobody on duty checks it.
Booking.com messages land in that house’s inbox and turn amber before they are late.
A reply goes out in the sister hotel’s tone, with the sister hotel’s breakfast times.
Every house answers from its own number, with its own facts and tone of voice.
Night shift in three houses: one porter each, and every messenger on a different phone.
The AI covers the routine overnight and hands the rest to the house team, with the whole conversation.
Shared roles stretched across houses, lean teams buried in routine and nobody sure who owns what.
Every house answering in its own voice, the routine handled, and clear owners in each team.
How chatlyn works for your cluster
Lean teams in every house, with the routine taken off them
In a cluster, the people who answer guests are few, and some of them look after more than one house. chatlyn gives each house its own account on its own PMS, takes the routine off the team and keeps every responsibility visible.
Lean teams, covered 
Real hotel example Spa Resort Geinberg 86% of webchat enquiries need no staff See how to reduce front desk workload
The AI takes the routine, so a small team copes
On WhatsApp and webchat the AI answers parking, breakfast, directions and opening hours in about 3 seconds, in the guest’s language, around the clock. A house with two people at the desk no longer loses its lunch hour to the same five questions.
What needs a person goes to that house’s team straight away, translated and with the whole conversation. The AI never books or changes a reservation; it guides to the booking engine or hands over. On email it drafts, your team sends.
Real hotel example Spa Resort Geinberg 86% of webchat enquiries need no staff On Geinberg’s website the AI answers opening hours, prices, offers and directions, day and night, in the guest’s language. Only the 14% of questions that need a person reach the team.
Every house itself 
Real hotel example Hotel Sacher +70% routine enquiries by the AI See the hotel chatbot
Every house keeps its number, its facts and its tone
Each house runs its own chatlyn account: its own WhatsApp number, its own PMS connection, its own files and website pages for the AI, and its own AI persona and tone of voice. A guest who writes to the house by the old town gets that house’s parking and breakfast times, never its sister hotel’s.
The AI re-reads each house’s pages on a schedule. When it is unsure, the question lands in that house’s review queue; once someone approves the answer, the AI knows it from then on.
Real hotel example Hotel Sacher +70% routine enquiries by the AI One name, two cities. In Vienna and in Salzburg, Hotel Sacher’s AI acts as a digital first concierge, answering the routine and passing complex requests to the staff without losing the service standards guests expect.
Clear responsibilities 
Real hotel example IMLAUER Hotels 54% less time logging in See guest messaging software
Hotel cluster software that keeps every responsibility clear
In each house, every conversation has one owner, a status and internal notes for the handover. Response-time targets per channel move a conversation from on time to warning to breached, so nothing waits because everyone assumed someone else had it.
The Manager role shows the house’s backlog, conversations at risk and the load per colleague, without access to settings. Agents are unlimited, so everyone who answers for a house gets their own login there.
Real hotel example IMLAUER Hotels 54% less time logging in IMLAUER’s teams in Salzburg and Vienna used to log in to separate systems all day. With every channel in chatlyn, conversations are assigned, labelled and noted, and a WhatsApp thread no longer disappears at the shift change.
House by house 
Real hotel example Hotel Enzian 92% pre-arrival messages opened See guest journey automation
The same setup, one house at a time
Our onboarding team starts with one house: PMS connection, channels, knowledge, tone of voice, and WhatsApp messages triggered when a booking is created, before arrival, on check-in day and after departure. Most hotels are live within 2 to 4 weeks.
The next house gets the same setup, filled with its own times, names and offers, on whichever PMS it runs. chatlyn reads bookings and stays and never changes anything in the PMS.
Real hotel example Hotel Enzian 92% pre-arrival messages opened Hotel Enzian’s pre-arrival message confirms the stay, introduces the restaurants and shares the programme for the guest’s exact days. Nearly every guest opens it.
Real hotels, real results
Houses with lean teams that answer every guest on time
Numbers our customers measured on their own properties.
Salzburg and Vienna 54% less time logging in to channels
Hotels in two cities whose teams spent part of every day logging in to separate systems. Now every channel runs through chatlyn, with owners and internal notes.
Read the case study
Upper Austria 86% of webchat enquiries answered by the AI
The AI answers opening hours, prices, offers and directions on the website around the clock, and hands 14% of questions to the team.
Read the case study Vienna and Salzburg +70% routine enquiries handled by the AI
One name in two cities, with the AI as a digital first concierge and complex requests passed to the staff.
Built for how hotel clusters work
Several houses, one management, no blurred lines
The questions cluster managers ask before bringing one platform into every house.
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Every house its own account
Each house has its own WhatsApp number, PMS connection, knowledge, tone of voice and guest profiles. Guests, facts and conversations never mix between houses.
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Clear roles in each house
Agent, Manager and Admin roles per house. The Manager sees the team dashboards without settings access, and agents are unlimited, so everyone gets a login.
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One agreement for the cluster
One agreement covers the houses in the deal, priced on their total number of rooms. Each house still runs its own account and team.
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House by house, in weeks
Our onboarding team sets up each house the same way, on whichever PMS it runs. Most hotels are live within 2 to 4 weeks.
Case study Salzburg and Vienna, without the tab-switching: IMLAUER Hotels
IMLAUER runs hotels in Salzburg and Vienna. Staff used to log in to separate systems every day, and a conversation started on WhatsApp could be invisible to the colleague on the next shift. Two chatbot platforms had resolved 6% of enquiries. Now every channel runs through chatlyn, conversations are assigned and noted, and the AI, trained on IMLAUER’s own FAQs, property guides and menus, answers the routine in several languages around the clock.
54% less time logging in to channels
6% → 93% AI resolution rate after switching
93% WhatsApp newsletter open rate
The deployment of chatlyn’s AI chatbot and omnichannel platform has been transformative. It has streamlined our customer interactions, ensuring consistency and quality in our service delivery.
Daniela EderRooms Operations Manager, IMLAUER Hotel Pitter Salzburg Upsell calculator
Upsells happen in conversations, not newsletters
A newsletter is a message nobody is expected to answer. On WhatsApp the guest replies, asks about the spa or a table for tonight, gets an answer on the spot and books. See what those conversations are worth across your hotels.
Extra upsell revenue per year
€19,440
€162 per room, across 120 rooms
Email newsletterAbout 20% open it. Nobody replies.
WhatsApp conversation95% open it. Guests reply, ask and book. An estimate, not a promise. It assumes 2.5-night stays and that 5% of guests who read an offer book it, which is the conservative case: on WhatsApp they can also ask first. Open rates come from Spa Resort Geinberg, a chatlyn customer: 95% on WhatsApp against about 20% for email.
Build your quote
Three questions. They go straight to the person who will prepare your quote, so the first conversation starts with your setup rather than with the basics.
Almost there
We have your setup. Add your contact details and we will come back with a quote built around it.
Your setup
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Decide who answers what
Shared roles blur quickly. Write down which requests the house team handles and which go to reservations or the cluster GM, and make ownership visible.
With chatlyn: one owner per conversation, statuses and internal notes in each house.
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Give every house its own number and voice
Guests book a house, not a cluster. Replies should come from that house, with its facts and its way of speaking.
With chatlyn: each house’s own account, WhatsApp number, AI persona and tone of voice.
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Take the routine off the smallest team
The house with the fewest people feels every repeated question. Parking, breakfast and directions should not need a person.
With chatlyn: the AI answers on WhatsApp and webchat in about 3 seconds and hands over the rest.
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Hold every house to the same targets
Agree how fast each channel is answered, then check it house by house rather than by phone call.
With chatlyn: response-time targets per channel and the Manager’s team dashboards in each house.
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Send the answers before the questions
Arrival times, parking and Wi-Fi can reach guests before they think to ask. Every message sent first is a call a lean desk never takes.
With chatlyn: WhatsApp messages triggered by each house’s PMS before arrival and on check-in day.
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Roll out one house at a time
Start with the house that has the typical mix of guests and channels. Measure it, then take the same setup to the next.
With chatlyn: our onboarding team sets up house by house, usually in 2 to 4 weeks each.
Customers 
Hotels in Vienna, Salzburg and beyond that run lean and still answer fast.
"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."
"chatlyn has made our guest communication more efficient and personal. Fast, straightforward messaging lets us respond to our guests' needs and offer even better service."
Laura Rodríguez
Director of Rooms, The Amauris Vienna
World Travel Tech Awards Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
FAQ
Questions about hotel cluster software.
Hotel clusters are several hotels in one city or region run by one cluster management, often a management company or franchisee. Roles such as the cluster general manager, reservations or revenue are shared across the houses, while each house keeps a lean team on site. chatlyn, the AI-Native GRM, gives each house its own guest profiles, inbox and AI for the routine.
It should give each house what a lean team needs: every channel in one inbox, the guest’s stays beside each message, an AI for the routine and clear owners for every request, without blurring the houses. chatlyn is that guest relationship layer. It is not a PMS or a revenue management system: it reads bookings and stays from each house’s PMS and never changes anything there.
Each house runs its own chatlyn account with its own WhatsApp number, PMS connection, knowledge, inbox and guest profiles, so guests and facts never mix. Agents are unlimited, so everyone who answers for a house gets their own login there, each conversation has one owner, and the house’s Manager sees its backlog and team load.
Yes. Each house connects its own PMS, so a mixed PMS landscape is no obstacle. chatlyn reads bookings and stays to trigger messages and build guest profiles, and never changes anything in the PMS.
The houses in the deal sign one agreement, priced on their total number of rooms. Talk to us with your list of houses and we will put together a quote.
It starts with one house. Our onboarding team connects the PMS, sets up the channels, loads the knowledge and agrees the tone of voice with your team, and most hotels are live within 2 to 4 weeks. The next house then follows with the same setup.
Who uses chatlyn
One platform for every team, hotel and goal.
By hotel
One platform
What each house in your cluster gets from chatlyn.
WhatsApp for hotels
One number per house for the whole team, from booking to departure.
ExploreHotel CRM
Guest profiles with stays from each house’s PMS and every conversation.
ExplorePricing
One agreement for the cluster, priced on the total rooms.
Explore Case study Spa Resort Geinberg
86% of webchat enquiries answered by the AI.
Read the storyLean teams, several houses, every guest answered.
Tell us which houses belong to your cluster and which PMS each one runs. We set up the first house with you and take the same setup to the next.
Dedicated onboarding team Live in weeks, not months GDPR compliant