Guest messages sit on a WhatsApp Business phone that only a few devices can use.
For international hotel chains 
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
The guest relationship layer for international hotel chains, in each hotel’s own name
International hotel chains run branded, franchised or managed properties across countries, each with its own team, languages and PMS. chatlyn, the AI-Native GRM, works at property level: it connects to that hotel’s PMS, keeps every stay and conversation in one guest profile and answers the routine in the guest’s language, always as the hotel.
- Works with each property’s PMS, including Oracle OHIP
- White-label: guests only ever talk to your hotel
- GDPR compliant, platform hosted in Frankfurt
4.9 across review platforms
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
30 butlers answering one WhatsApp number at The St. Regis Le Morne
< 5 min average human reply time at The St. Regis Le Morne, 24/7
93% AI resolution rate at IMLAUER, up from 6% with earlier chatbots
+70% routine enquiries handled by the AI at Hotel Sacher
One day at a brand property, told twice
The brand promises one standard. The hotel has to keep it.
The brand standards arrive from head office; the guests, languages and systems are local. Here is one day at a brand property, from the morning shift to the night.
One number in the hotel’s name, answered by every colleague from the app or browser.
A guest writes in Arabic. The message waits for the one colleague who reads it.
The AI answers in Arabic. If it hands over, the team reads it translated.
Tomorrow’s arrivals are copied from the PMS into a sheet for welcome emails.
The PMS triggers the pre-arrival WhatsApp message itself, in the guest’s language.
A hurried reply goes out in a tone the brand guidelines would never allow.
The AI answers in the tone set for the property, from its approved knowledge.
The security review asks where guest messages are stored. Nobody can say for sure.
Each property’s data sits in its own account, on a platform hosted in Frankfurt.
A Booking.com question about late check-out waits in the extranet until morning.
Booking.com lands in the same inbox, with an owner and a response target.
A global promise, kept on shared phones, spreadsheets and whoever speaks the language.
The brand’s standard in the hotel’s own name, in the guest’s language, with data you can account for.
How chatlyn works for a brand property
Brand standards, kept in every local conversation
chatlyn works where guests actually talk to you: at the property. Each hotel runs its own account on its own PMS, with its own team, languages and knowledge, and our onboarding team sets up the same way of working at each property that joins.
Your hotel’s name, never ours 
Real hotel example Hotel Sacher +70% routine enquiries by the AI See the AI digital concierge
An AI that speaks as the property
Guests write to the hotel’s WhatsApp number and webchat, and every reply carries the hotel’s name. The AI answers in the tone of voice set for that property and only from its own knowledge: the files it is given and the website pages it re-reads on a schedule. Guests are told when the AI is answering.
Anything outside its knowledge goes to the team with the whole conversation, and into a review queue. Once someone approves the answer, the AI knows it from then on. On email the AI drafts, the team sends.
Real hotel example Hotel Sacher +70% routine enquiries by the AI A famous name cannot afford a generic reply. At Hotel Sacher the AI works as a digital first concierge in the house’s own voice and passes complex requests to the team.
Local languages 
Real hotel example IMLAUER Hotels 6% → 93% AI resolution rate See the hotel live chat
Every guest in their language, every colleague in theirs
On WhatsApp and webchat the AI answers in the language the guest writes in, around the clock, in about 3 seconds. The webchat switches language with the guest.
When a conversation goes to the team, it arrives translated, and the reply goes back in the guest’s language. A resort in Mauritius and a city hotel in Vienna can each work in their own language without losing a guest to it.
Real hotel example IMLAUER Hotels 6% → 93% AI resolution rate Two earlier chatbot platforms had struggled with nuanced questions and different languages. chatlyn’s AI, trained on IMLAUER’s own documents, understood typos and varied phrasing and answered fluently in several languages.
Villa Loto 
Powered by chatlyn The widget switches language with the guest
The brand’s PMS, per property
Hotel chain software that works with the PMS you already run
Each property connects its own PMS. On Oracle OPERA Cloud that happens through OHIP, with one integration per property; hotels on other systems connect theirs, so a mixed PMS landscape across countries is no obstacle. The connection is read-only, so the PMS stays the system of record.
From the PMS, chatlyn builds each guest’s profile and triggers WhatsApp messages at the moments that matter: booking created, before arrival, check-in day, check-out and after departure.
See guest journey automation Every colleague, one number 
Real hotel example The St. Regis Le Morne < 5 min human reply time, 24/7 See WhatsApp for hotels
The whole team on one number, each with a role
Agents are unlimited, so front office, concierge, guest relations and butlers all answer from their own login, in the browser or the mobile app. Conversations are routed to one owner, and internal notes carry every shift handover.
Roles keep the property in control: Agents answer guests, Managers see backlog, at-risk conversations and load per colleague without access to settings, and Admins set up the account.
Real hotel example The St. Regis Le Morne < 5 min human reply time, 24/7 WhatsApp Business allows five devices; the resort has 30 butlers working in shifts. Through chatlyn all of them answer one number, each message reaches the butler for that suite, and every reply is written by a person.
Real hotels, real results
Brand properties and famous names that hold their standard on every channel
Numbers our customers measured on their own properties.
Le Morne, Mauritius < 5 min average human reply time, 24/7
A Marriott brand property keeping the St. Regis butler signature on WhatsApp: one number in the resort’s name, every reply by a butler.
Read the case study
Salzburg and Vienna 6% → 93% AI resolution rate
An AI trained on the hotels’ own documents, answering in several languages after two chatbot platforms had resolved 6% of enquiries.
Read the case study Vienna and Salzburg +70% routine enquiries handled by the AI
The AI as a digital first concierge in the house’s voice, complex requests handed to the team with full context.
Built for how hotel chains work
Ready for the brand’s questions, answered at property level
What owners, general managers and brand IT ask before a new platform talks to guests in the brand’s name.
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The PMS the brand runs
Oracle OPERA Cloud connects through OHIP, one integration per property. Hotels on other systems connect theirs. chatlyn reads bookings and stays, and the PMS stays the system of record.
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Ready for security reviews
chatlyn is GDPR compliant and the platform is hosted in Frankfurt. Properties with stricter requirements can opt into EU-only AI processing, and roles decide who sees what.
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A pilot property first
Start with one hotel or a pilot region. Our onboarding team connects the PMS and sets up knowledge and tone with each property. Most hotels are live within 2 to 4 weeks.
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One agreement, own accounts
One agreement covers the properties in the deal, priced on their total rooms. Each hotel keeps its own account and team, with unlimited agents.
Case study A brand signature since 1904, now on WhatsApp at The St. Regis Le Morne
Butler service has been a St. Regis signature since 1904, and every one of the resort’s 172 suites has it. When guests asked to reach their butler on WhatsApp, the standard had to hold on the new channel: WhatsApp Business allows five devices, the resort has 30 butlers in shifts. Since early 2024 all of them answer one number in the resort’s name through chatlyn, routed by suite. Only the welcome is automated.
172 suites with butler service
6,700+ guest conversations, every reply by a person
< 5 min average human reply time, 24/7
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 WaiDirector of Quality & Projects, The St. Regis Le Morne 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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Start with one property or one region
A pilot shows what works with a real team, real guests and a real PMS before anything is repeated. Measure it against its own baseline.
With chatlyn: our onboarding team sets up the pilot property, then each property that follows, on its own account.
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Check the PMS connection hotel by hotel
Brand properties rarely share one system. Ask how each hotel connects, and whether the connection can change anything in the PMS.
With chatlyn: Oracle OHIP with one integration per property, other PMS connected per hotel, always read-only.
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Let guests talk to the hotel, not the vendor
Every message is part of the brand experience. The guest should see the hotel’s name and hear the hotel’s voice, and know when an AI is answering.
With chatlyn: white-label on WhatsApp and webchat, a tone of voice per property and AI disclosure.
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Answer in the guest’s language
International guests write in their own language, local teams work in theirs. Neither should have to wait for a colleague who speaks both.
With chatlyn: the AI answers in the guest’s language on WhatsApp and webchat, and translates for the team.
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Bring data protection in early
Security and procurement reviews take longest when the answers arrive late. Know where data is hosted and who can see it before the pilot starts.
With chatlyn: GDPR compliance, a platform hosted in Frankfurt and EU-only AI processing as an opt-in.
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Give every colleague a login and a role
Shared phones and passwords break accountability. Everyone who answers guests should do it under their own name, with the right level of access.
With chatlyn: unlimited agents, with Agent, Manager and Admin roles.
Customers 
Brand properties and grand hotels that answer every guest in their own name.
"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 chain software.
International hotel chains are hotel companies whose brands operate across several countries, with properties that are owned, managed or franchised. Guests expect the brand standard everywhere, while each property works with its own team, languages and PMS. chatlyn, the AI-Native GRM, is the guest relationship layer at property level: every channel, every stay and an AI for the routine in the hotel’s own name.
It should connect to the property’s PMS, bring every guest channel into one place, keep each guest’s stays and conversations together and answer routine questions in the guest’s language. chatlyn does this for each property on its own account, alongside the PMS, central reservation system and loyalty programme the brand already runs.
Yes, through Oracle OHIP. OHIP connects one property per integration, so each hotel connects on its own. Properties on other PMS connect theirs, and mixed PMS landscapes are common. The connection is read-only, so the PMS stays the system of record.
The hotel’s own. Guests write to the hotel’s WhatsApp number and webchat, and every message carries the hotel’s name. The AI answers in the tone of voice set for the property, and guests are told when the AI is answering.
Property by property, or with a pilot. Our onboarding team connects the PMS, sets up the channels, loads the hotel’s knowledge and agrees the tone of voice with the team; most hotels are live within 2 to 4 weeks.
chatlyn is GDPR compliant and the platform is hosted in Frankfurt. Each property’s guest data sits in its own account, properties with stricter requirements can opt into EU-only AI processing, and the Agent, Manager and Admin roles control who sees what. Talk to us about the documents your review needs.
Who uses chatlyn
One platform for every team, hotel and goal.
By hotel
- Single-property hotels
- Hotel clusters
- Boutique hotel collections
- Hotel groups
- International hotel chains
- Luxury hotel brands
One platform
Everything a brand property needs, in chatlyn.
Hotel CRM
Each guest’s stays from the PMS and every conversation, in one profile.
Explore
Guest messaging software
Every channel in one inbox, with owners, targets and translation.
ExplorePricing
One agreement for the properties in the deal, priced on their total rooms.
Explore Case study The St. Regis Le Morne
30 butlers on one WhatsApp number, human replies in under 5 minutes.
Read the storyKeep the brand standard in every guest conversation.
Tell us about your properties, countries and PMS. We start with one hotel or a pilot region and set up each property on its own account, in its own name.
Dedicated onboarding team Live in weeks, not months GDPR compliant