A breakfast request sits on a shared phone in the back office. Nobody is holding it.
For luxury hotel brands 
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
Guest communication for luxury hotel brands, as personal as your service
Luxury hotel brands are houses whose name promises personal, discreet service, and every message before, during and after the stay has to keep that promise. chatlyn, the AI-Native GRM, connects to your PMS and keeps every stay and conversation in one guest profile. Your house decides what is automated, and guests only ever talk to your property.
- You decide what is automated, message by message
- Every word in your house’s voice and name
- Every stay and conversation in one guest profile
4.9 across review platforms
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
< 5 min average human reply time by the butlers at The St. Regis Le Morne, 24/7
464,726 messages exchanged at The St. Regis Le Morne
+70% routine enquiries handled by the AI at Hotel Sacher
< 5 min per bespoke quote at Soneva Fushi, down from 35 minutes
One day at a luxury house, told twice
Every guest expects to be known. At every hour.
At this level every small lapse is noticed: a request that waits, a preference forgotten, a reply that reads like a template. Here is one day, from the morning requests to the night shift.
One number for the whole team. The message goes straight to the butler for that suite.
A returning guest writes. Nobody on shift remembers the last stay.
The profile shows every stay from your PMS and every earlier conversation.
A villa enquiry waits while reservations gathers details from three systems.
The enquiry arrives with the guest’s history. The bespoke quote leaves in minutes.
A question about spa hours pulls the concierge away from a guest in the lobby.
Where you allow it, the AI answers from your own information, in your voice.
The anniversary a guest mentioned by email never reaches the evening shift.
An internal note in the conversation tells whoever takes over.
A guest writes in Portuguese. The reply waits for someone who reads it.
The night team reads it translated and replies in the guest’s language.
Gracious people, working from shared phones and memory, and guests who notice the gaps.
A team that knows every guest, answers within minutes and keeps every word in the house style.
How chatlyn works for luxury hotel brands
The house sets the standard, chatlyn keeps it
Luxury hotels do not agree on how much to automate, and they should not have to. chatlyn adapts to the way your house serves its guests, from a single automated welcome to an AI concierge in your own voice.
The house decides 
Real hotel example The St. Regis Le Morne 30 butlers, one WhatsApp number Read the St. Regis story
Automate one message, or as many as you choose
At The St. Regis Le Morne a QR code in the suite opens WhatsApp. One automated welcome asks for the suite number, the reply routes the conversation to the butler for that suite, and from then on every word is written by a person.
Another house lets the AI take the routine and keeps its team for the rest. chatlyn works either way: you set what runs on its own and what always reaches a person.
Real hotel example The St. Regis Le Morne 30 butlers, one WhatsApp number In early 2024 the resort put its 30 butlers on one WhatsApp number for 172 suites. Internal notes carry each shift handover, and the average human reply time stays under five minutes, around the clock.
“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.”
“Every detail is handled with care, and you are made to feel special from the moment you arrive.”
“The head of the butlers team was in constant contact via WhatsApp and responded promptly to every request until we reached back home.”
Your voice, your name 
Real hotel example Hotel Sacher +70% routine enquiries by the AI See the AI digital concierge
An AI that speaks as the house, never as chatlyn
Where you choose to use it, the AI answers on WhatsApp and webchat in about 3 seconds, in the guest’s language, in the tone of voice you set for the property and only from your own information: your documents and the website pages it re-reads on a schedule.
Guests see your name and are told when the AI is answering. Anything personal, delicate or unclear goes to your team with the whole conversation. On email the AI drafts, your team sends.
Real hotel example Hotel Sacher +70% routine enquiries by the AI Hotel Sacher uses the AI as a digital first concierge in its own voice. Routine enquiries go to the AI, complex requests reach the team with full context, and the service standards of Vienna and Salzburg stay intact.
Bespoke, at speed 
Real hotel example Soneva Fushi < 5 min per bespoke quote See how chatlyn wins bookings
Bespoke quotes in minutes, still shaped by your team
At the top end, few stays have a standard price. Villas, transfers, celebrations and dining are composed for each guest, and every hour a quote takes is an hour the guest spends looking elsewhere.
In chatlyn the enquiry arrives with the guest’s profile, past stays and conversations beside it, and the AI assists your reservations team with the draft. Your team shapes and sends every offer.
Real hotel example Soneva Fushi < 5 min per bespoke quote The barefoot-luxury resort in the Maldives brought its average quote time from 35 minutes to under 5. Faster replies led to higher conversion, and the time returned went into personalising each offer.
chatlyn Atelier
A dedicated team behind your system, by application
For a small number of luxury brands, chatlyn Atelier is a private engagement: a dedicated team designs your guest journeys, writes every WhatsApp template, webchat opening line and PMS-triggered message in your brand’s voice, and trains and tunes the AI on your house knowledge.
Nothing goes live without your approval, and the same team keeps it sharp season after season. Your people stay with the guest and own the inbox. Atelier is not a front desk agency.
Request an introduction to Atelier Real hotels, real results
Three houses, three ways of being personal
Each decided how much to automate. The numbers are their own.
Le Morne, Mauritius < 5 min average human reply time, 24/7
One automated welcome, then every reply by the butler looking after the suite, on one WhatsApp number for the whole team.
Read the case study Vienna and Salzburg, Austria +70% routine enquiries handled by the AI
The AI serves as a digital first concierge in the house voice and passes complex requests to the team.
Maldives < 5 min per bespoke quote, down from 35
The AI assists the reservations team with bespoke quotes, leaving more time for the personal touch.
Built for how luxury hotel brands work
Made for houses where every detail is noticed
The questions directors of luxury hotels ask before any system speaks to their guests.
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Your name, never ours
The WhatsApp number, the webchat and every message carry your property’s name. Guests are told when the AI answers, and it only ever speaks as your house.
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Discretion and data
chatlyn is GDPR compliant and the platform is hosted in Frankfurt. Properties with stricter requirements can opt into EU-only AI processing. The PMS connection is read-only.
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Everyone who serves the guest
Agents are unlimited, so butlers, concierge, reservations and guest relations each have their own login, in the browser or the mobile app, with the guest’s profile beside every message.
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Set up with you
Our onboarding team connects your PMS and sets up knowledge and tone of voice with you. Most hotels are live in 2 to 4 weeks. Brands that want a dedicated team apply for Atelier.
Case study Thirty butlers and one number at The St. Regis Le Morne
All 172 suites come with butler service. Guests wanted to message on WhatsApp, but WhatsApp Business allows five devices and the resort has 30 butlers working in shifts. chatlyn put the whole team on one number, routes each conversation by suite and carries handovers in internal notes. The resort automates one welcome message; every reply after it is written by a butler.
30 butlers on one number
6,700+ personal guest conversations
< 5 min 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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Decide what is automated, message by message
Automation is a choice about your service, not a feature to switch on everywhere. Some houses automate only the welcome; others hand the routine to an AI.
With chatlyn: automate a single welcome, the routine questions or more, and keep everything else with your team.
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Give guests one number for the whole stay
Guests should never wonder which phone, desk or email address to use. One number, opened from the suite, is where every request starts.
With chatlyn: one WhatsApp number for the whole team, with no device limit, opened from a QR code in the suite.
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Route every message to the person who knows the guest
A butler or concierge who already knows the guest answers faster and better than whoever happens to be free.
With chatlyn: conversations assigned to one owner, with internal notes for every shift handover.
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Write every message in the house voice
A single reply that sounds like a call centre undoes years of brand work. Templates, automated messages and AI replies all need the same voice.
With chatlyn: a tone of voice per property for the AI, and WhatsApp templates written in your style.
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Keep every stay in one guest profile
A butler’s memory leaves with the shift. Preferences, occasions and past requests belong where every colleague can see them.
With chatlyn: one profile with stays and spend from your PMS and every conversation across channels.
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Measure the reply, not only the review
Reviews arrive after departure. Reply times tell you during the stay whether the standard is being met.
With chatlyn: response-time targets per channel that warn before a conversation is late, and dashboards for managers.
Customers 
Houses where service is the brand.
"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 luxury hotel brands.
A luxury hotel brand is a house, or a small family of houses, whose name stands for personal and discreet service, from grand hotels like Hotel Sacher to butler resorts like The St. Regis Le Morne. For guest communication that means every message, from the first enquiry to the farewell, held to the same standard as the service in person. chatlyn brings every channel, each guest’s stays and conversations and, where you want it, an AI in your own voice into one place.
Only as much as the house wants. The St. Regis Le Morne automates a single welcome message and its butlers write every other reply. Hotel Sacher uses the AI as a digital first concierge for routine enquiries. Guests are always told when the AI is answering.
Carry your brand in every message without standing between the guest and your people. chatlyn is the guest relationship layer beside your PMS, not a PMS or a booking system. Guests write to your WhatsApp number and your webchat, every message carries your property’s name and never chatlyn’s, and where you use the AI it speaks in the tone of voice you set.
chatlyn is GDPR compliant and the platform is hosted in Frankfurt. Properties with stricter requirements can opt into EU-only AI processing. The PMS connection is read-only: chatlyn never changes anything in your PMS.
No. The AI answers from your own information and guides guests to your booking engine or hands the request to your team. Bookings, changes and cancellations stay with your people and your systems.
A private engagement for a small number of luxury brands, by application. A dedicated team designs your guest journeys, writes your templates in your brand’s voice and tunes the AI on your house knowledge, with nothing going live without your approval. Your team still owns the inbox. No shared playbooks across competing brands, and NDAs signed if your legal team requires them.
Who uses chatlyn
One platform for every team, hotel and goal.
By hotel
One platform
Personal service, backed by chatlyn.
chatlyn Atelier
A dedicated team designs your journeys, templates and AI in your voice. By application.
Explore
WhatsApp for hotels
One number for the whole team, on any device, from the suite to after departure.
Explore
Hotel CRM
Every stay, spend and conversation in one guest profile.
Explore Case study The St. Regis Le Morne
30 butlers on one WhatsApp number, human replies in under 5 minutes.
Read the storyPersonal service, in every message.
See how chatlyn fits the way your house serves its guests, from one automated welcome to an AI concierge in your own voice.
Dedicated onboarding team Live in weeks, not months GDPR compliant