One brand. Every property. One standard.
chatlyn gives head office one platform for guest communication across the whole portfolio. Group standards are set once and apply everywhere, each property keeps its own number, team, and character, and you see the entire group in real time. For larger groups, a dedicated team manages the rollout and the ongoing optimisation.
Trusted by 1,000+ hotels, from independent houses to international groups
Five properties. Five different ways of replying.
Each property runs its own WhatsApp, its own email templates, its own tone in the booking confirmation. The brand promise reads differently at every front desk, and head office finds out last. Group reporting means chasing spreadsheets every Monday.
So standards drift, quietly and constantly. Rolling out a new tool to dozens of properties feels slow and risky, training each new team takes forever, and the safest-looking choice is to live with it.
Hotel groups bring in chatlyn to make their standard the default.
Central control, local flexibility.
Standardising a group does not mean flattening it. chatlyn separates what head office owns from what each property owns, so the standard holds without forcing a one-size-fits-all workflow.
Set the standard once
Group templates, AI policies, labels, and journey designs are defined centrally and apply across every property automatically. When the standard changes, it changes everywhere at once.
Keep the local character
Every property keeps its own WhatsApp number, its own team, and its own knowledge: restaurant hours, spa menus, regional languages. Local detail layers on top of the group standard, never against it.
See the whole group
One dashboard aggregates AI resolution, response times, channel volume, and campaign performance, with per-property drill-downs that surface outliers before guests notice them.
What head office gets, without carrying the work.
One inbox standard, every property
Every channel a guest uses, WhatsApp, email, webchat, Booking.com, Airbnb, Meta Messenger, lands in one shared structure with the same labels, assignments, and internal notes at every property. Nothing depends on which inbox someone remembered to open.
Explore the omnichannel inboxAI trained once, deployed group-wide
Group policies, cancellation, loyalty, brand standards, train once and apply everywhere. Property knowledge layers on top. The AI answers guests on WhatsApp and your websites' webchat in 100+ languages, and hands anything sensitive to your team.
Explore the AI chatbotJourneys that ship from group to property
Pre-arrival, in-stay, and post-stay messages are designed at group level, triggered by each property's PMS, and personalised with its data. The same moment, the same voice, at every house.
Explore guest journeysCampaigns with portfolio reach
WhatsApp campaigns run across the group from one place. IMLAUER's newsletters reach a 93% open rate, against roughly 20% for email.
Explore WhatsApp newsletters
Customer story Four properties. 450+ people. One standard.
IMLAUER runs four hotels across Salzburg and Vienna with more than 450 employees. Before chatlyn, the group had trialled two well-known chatbot platforms. Both were expensive to set up, labour-intensive to maintain, and resolved just 6% of guest enquiries. With chatlyn, IMLAUER centralised every channel into one shared workspace, cut multi-channel login time by 54%, and trained the AI on the group's own documents. Resolution rose from 6% to 93%, a 15x improvement, and every property now delivers the same standard of guest communication around the clock, in multiple languages, without additional staffing.
How a group rollout unfolds.
We map the portfolio first
Properties, PMS landscape, current channels, and where standards drift today. We agree what head office must control, what each property must keep, and whether your team runs the platform or ours does.
One house proves the standard
Inbox, AI, and journeys go live at a single property and are measured against your own baseline. Head office sees exactly what the standard looks like before anything scales.
Every property inherits the configuration
Templates, AI policies, and integrations carry over from the group level, so each property starts from the standard instead of from zero. The sequence is planned around your operation, and no property launches before its team is ready.
The dashboard replaces the Monday spreadsheets
Group reporting, per-property comparisons, and continuous optimisation. For larger groups, a dedicated team carries this permanently, so head office sets direction instead of doing the work.
Rollout pace is agreed around your portfolio, not promised on a webpage.
Talk to usThe platform is the same. The engagement scales.
Run it yourselves
Head office sets the standards and your properties run the platform day to day, with proven templates built on what works at the world's best hotels. Most groups start here.
Talk to usHave our team run it
A dedicated team manages the rollout, the optimisation, and the reporting across your portfolio. It is the same engagement model behind chatlyn Atelier: head office sets direction, we carry the work.
Request an introductionGovernance, built in.
Mixed PMS landscapes welcome
chatlyn integrates with 13 PMS systems, including Mews, Apaleo, Oracle OHIP, and Protel. Each property connects its local PMS while sharing the group platform.
Data isolated per property
Guest data is logically isolated by default. Group-level visibility is configured deliberately, for management roles only.
GDPR compliant, EU-hosted
Guest data is processed under GDPR and hosted in the EU. It belongs to your group, always.
Roles that match your organisation chart
Group admins see the portfolio. Property teams see their house. Permissions follow your structure, not ours.
Independently recognised.
Bring the whole portfolio up to one standard.
A conversation with our team maps your portfolio, your PMS landscape, and the right way to roll out, run by your people or carried by ours.
Questions from hotel group operators.
Each property keeps its own WhatsApp number, branded inbox, and team while sharing group-level templates, AI policies, and reporting. IMLAUER runs four properties on chatlyn with shared standards and local autonomy.
Yes. Group-level templates, AI knowledge, and labels apply everywhere; per-property overrides cover local nuance such as restaurant hours, spa menus, and regional languages. Standards stay consistent while each property keeps its character, which is one way groups reduce front desk workload across the portfolio.
Aggregate metrics across AI resolution, response time, channel volume, campaign performance, and guest satisfaction, with per-property drill-downs to compare houses and spot outliers in real time. It replaces the Monday spreadsheets.
It starts with a conversation that maps the portfolio and the PMS landscape. A pilot property proves the standard against your own baseline, then every subsequent property inherits the group configuration: templates, AI policies, and integrations, so it starts from the standard rather than from zero. The sequence is agreed around your operation. For larger groups, a dedicated team manages the rollout and the ongoing optimisation end to end.
Most likely yes. chatlyn integrates with 13 PMS systems including Mews, Apaleo, Oracle OHIP, Protel, Guestline, Clock, and Sihot. Mixed-PMS groups are common: each property connects to its local PMS while sharing the group platform.
Each property’s guest data is logically isolated by default. Group-level admins can configure cross-property visibility for management roles. All data is GDPR compliant and hosted in the EU.
Yes. You can watch the 15 minute demo and read the IMLAUER story first. Portfolio-specific questions, such as your PMS landscape, rollout sequence, and permissions, are best answered in a conversation.
If you run two to nine design-led properties, boutique groups & collections fits better. A single property belongs on independent hotels. And if you are a luxury brand where our team should design and run everything by hand, that is chatlyn Atelier on the luxury brands page. This page is for multi-property operators with a head office that needs one standard and group-level visibility.