The AI chatbot for hotels that answers guests and sells your extras 24/7
Trained on your hotel's knowledge base, it answers guest questions instantly on WhatsApp, webchat, Messenger and Instagram in 100+ languages. When a guest asks about the spa, dinner or a room upgrade, it walks them through your offers. Your team takes over whenever needed.
Used by 100,000+ hotel rooms worldwide
See why chatlyn is more than just an AI chatbot for hotels
chatlyn is the first AI-Native GRM: one platform for guest data, AI, messaging and your team, instead of a chatbot plus a CRM plus marketing tools. Everything below is included.
Guest data platform
One guest record, fed by your PMS and every conversation.
- Unified guest record One profile per guest with bookings, spend, nights, group size and membership status from your PMS, plus every conversation across channels
- Conversation history on the record What each guest asked for, when, and on which channel, including enquiries that never became bookings
- Contact merging Merge duplicate contacts across channels into one guest profile
- AI guest summary An AI summary of recent activity on every contact record
- AI segmentation The AI tags guests automatically from stay data and conversations
- Live segments Saved filters that update themselves: stay data, contact fields, custom attributes, AI tags
- Built-in lists In-house, arriving today, departing tomorrow, recently checked out, birthdays this week, generated automatically from your PMS
- Lists that send Trigger WhatsApp messages from any list or segment, manually or automatically, such as stay extension offers or birthday greetings
- Custom attributes Your own guest fields, such as loyalty tier or guest type
- CSV contact import Bring your existing contacts with column mapping and duplicate handling
- Prospects included Everyone who messages you becomes a contact, not only guests with a stay
AI Studio
The AI answers from your own knowledge, in your voice, around the clock.
- AI first response The AI answers guests on WhatsApp, webchat, Messenger and Instagram around the clock, in the guest's language, in your voice
- Knowledge from your files Upload PDFs, Word and text files; the AI answers only from your own knowledge
- Knowledge from your website A scheduled web crawler reads your policies, FAQs and amenities; browser mode for JavaScript-heavy sites on request
- Persona wizard Set name, tone, style and rules in three steps; advanced users edit the full prompt
- Property facts with website prefill Identity, contact, location, languages, amenities and policies, filled from your website
- Booking engine connection Paste your booking engine URL once; chatlyn detects the engine automatically
- In-chat availability on webchat Guests pick dates and occupancy in the chat and land in your booking engine with the search pre-filled
- Booking deep links on WhatsApp The AI asks dates and party size and sends a link to the finished search, where the engine supports URL parameters
- Per-channel AI modes Auto-reply or draft suggestions, per channel, with business-hours and out-of-hours settings
- Email drafts only On email the AI drafts, a person sends. Always.
- Human handover The AI hands over on request or when unsure; taking over a conversation stops auto-replies
- Auto-labelling The AI applies your labels with a confidence score until an agent confirms
- Thread summaries Long conversations summarised for the agent
- Two-way translation Inbound messages into the agent's language, drafts into the guest's language
- Insights Automation rate, escalations and knowledge health over 7, 30 or 90 days
- Needs review queue Weak answers arrive with a drafted FAQ; approve it and the AI learns permanently
- Knowledge conflicts and source quality Contradictions, duplicates and low-scoring files flagged with suggested fixes
- Playground Test the assistant with the same knowledge and persona, sources shown per answer
- AI actions in the inbox The AI sends approved templates and interactive flows, starts journeys, updates contacts and hands over
- MCP connectors Connect external systems the AI may call during a conversation, with per-tool permissions and a full audit log, enabled by our Customer Success team
- Privacy-first AI EU-only AI processing available on request, for properties with stricter data requirements
- White-label with AI disclosure Guests talk to your property, never to chatlyn; AI involvement is disclosed per the EU AI Act
WhatsApp outbound suite
Templates, journeys and broadcasts on the official WhatsApp Business API.
- WhatsApp Business API Official API via a Meta Business Solution Provider, self-serve connection, business profile managed in chatlyn
- Templates with AI generation Create, improve and translate approved templates with AI; compliance checker before submission
- Multi-language templates One template, every language, chosen per guest automatically
- Interactive messages Buttons, lists, images and video. Free inside the 24-hour window
- Journeys Multi-step flows on a visual canvas; guests move by tapping
- Journey statistics Drop-off, completion and delivery per step, plus link clicks
- UTM click tracking Every link in a journey tracked, parameters passed to your analytics
- Journey test mode Test a flow before it goes live
- Broadcasts One template to a list or segment, with test sends and scheduling protections
- PMS event automations Booking created, arrival, check-in, check-out and departure trigger messages automatically
- SMS fallback Reach guests without WhatsApp with a one-way SMS
- QR codes Room cards and posters open a journey or flow in WhatsApp
- Message hooks Let your booking engine or upsell tool trigger a WhatsApp send
- Delivery log and scheduled queue Every send with its status; cancel anything pending
- Spam guard The same template never reaches the same guest twice within minutes
- Spot messages for the AI Expose flows to the AI so a guest asking about tomorrow's activities gets your flow automatically
- Upcoming-sends calendar See everything scheduled in one calendar
Inbox
Every channel in one place, with the AI as a teammate.
- All channels in one inbox WhatsApp, email, webchat, Booking.com, Messenger and Instagram
- AI as a teammate The AI holds the conversation until a person takes over
- Statuses by whose turn it is Open, waiting, snoozed, resolved; auto-resolve after 72 hours idle
- Round-robin assignment New conversations go to online team members; one owner per conversation
- Availability states Online, away, offline; offline hands your open conversations to colleagues
- Response-time targets Warning, breached and critical tiers per channel, visible on the dashboard
- Internal notes and mentions Private notes with @-mentions, never seen by guests
- Labels Coloured tags, applied by agents or by the AI
- Delivery ticks and reactions Sent, delivered and read on WhatsApp; guest reactions on your messages
- Email forwarding and search Forward emails; find anything across channels
- Multi-participant threads Several parties in one email thread, with a live-viewers badge
- Notifications In-app, browser push, sound and email, set per user
- Spam filter Inbound spam filtered before it reaches the team
Channels
The channels your guests already use.
- WhatsApp Two-way, run by the AI
- Email Gmail, Microsoft 365 or IMAP/SMTP; several mailboxes side by side
- Webchat Your own website widget, 18 languages, run by the AI, one script tag
- Booking.com Guest messages in the inbox
- Messenger and Instagram Meta DMs in the inbox, answered by the AI
Webchat widget
Your own widget, with the booking flow built in.
- One-line install One script tag; works with WordPress, Wix, Squarespace, Webflow
- Widget builder Colours, logo, welcome message, theme, position, contact buttons, live preview
- 18 languages with auto-switch Interface follows the guest's language, right-to-left supported
- Rich AI widgets Quick replies, date picker to your booking engine, maps, card carousels
- Talk to a person One click from AI to your team
- AI disclosure Guests see when the AI or a person is replying
PMS integrations
A deep PMS connection powers the record, segments and automations.
- PMS connection Guest and booking data flow into chatlyn and power the guest record, segments and automations
- Financials on the record Spend and booking value stored from the day of connection
- Memberships and statuses Loyalty and status fields recognised from the PMS
- Event-driven automation Created, updated, cancelled, checked in, checked out, no-show
- Self-check-in over WhatsApp With Mews, Casablanca and Oracle OHIP
- Booking engine connector Live availability via your booking engine, not the PMS
Team, roles and reporting
Unlimited users, clear roles and dashboards for each of them.
- Unlimited users
- Agent, Manager, Admin roles Managers see everything without touching settings
- Personal dashboard Your queue by response-time health, today's arrivals and departures, the AI's share of conversations
- Team dashboard Backlog, at-risk conversations, load per inbox, per-agent triage
- Usage costs view WhatsApp and SMS costs per month, by template category
Apps and access
Work from the browser, your phone or any web page.
- Mobile app iOS and Android: read, reply, look up guests, push notifications
- Web app in 5 languages English, German, French, Italian, Spanish, with dark mode
- Browser extension Translate, summarise and draft from any web page
Security and compliance
Hosted in Frankfurt, GDPR-compliant, disclosed to guests.
- Hosted in Frankfurt The platform and all guest data run on servers in Frankfurt, Germany
- EU-only AI on request For properties with stricter requirements, AI processing runs only on European servers, with no fallback outside the EU
- GDPR-compliant Data processed and stored under EU data protection law, with a data processing agreement as part of your contract
- EU AI Act disclosure Guests are told when an AI replies
- Account isolation Your knowledge and data never mix with another property's
- Audit log for AI tools Every external call the AI makes, with arguments and outcome
Quiet, multilingual service at Edelforst
"Every channel lands in one inbox, and the AI answers around 85% of enquiries itself, in German, English and Czech, because a good part of our guests come across the border. For a place built around not being disturbed, having the AI handle the questions quietly in the background is the best kind of service we could offer."
Thomas Mang Director, Edelforst 
Answer before they book somewhere else
Guests ask about rooms, parking and breakfast before they book. The AI answers in seconds, day and night, then takes them straight to your booking engine.
- Answers pre-booking questions on your website, WhatsApp, Messenger and Instagram, around the clock
- On webchat, guests pick dates in the chat and land on your booking page, search filled in
- Replies in the language the guest writes in
Trained on your hotel, not the internet
Upload your files and connect your website. The AI answers only from what you give it, in your tone of voice, and learns from every answer you approve.
- PDFs, Word files and your website, which the AI re-reads on a schedule
- Unsure answers land in a review queue with a drafted reply
- Approve it once and the AI knows it from then on
The AI handles the routine, your team the moments that matter
When a guest asks for a person or the AI is unsure, it hands over with the full conversation. Every channel lands in one inbox, translated for your team.
- WhatsApp, email, webchat, Booking.com, Messenger and Instagram in one inbox
- Two-way translation: read in your language, reply in the guest's
- AI drafts replies for your team; on email a person always sends
Turn a simple question into a booked experience
When a guest asks what to do, the AI sends your own offer flow, with photos and buttons. Your team only confirms.
- Show spa, dining, boat trips or upgrades at the right moment
- Interactive messages are free inside the 24-hour WhatsApp window
- Offers reach the guest in the language they write in
Connected to your PMS, so every reply knows the guest
Bookings, stays and spend flow from your PMS straight into chatlyn.
- Guest recordStays, spend and membership next to every chat.
- Booking-event messagesBooking, check-in or check-out sends the right message.
- Live guest listsArrivals, in-house and birthdays, ready for an offer.
- WhatsApp check-inWith Mews, Casablanca and Oracle OPERA Cloud.
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Read-only: chatlyn reads your bookings and never changes anything in your PMS.
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.
€162 per room, across 120 rooms
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
Your room count from the upsell calculator is already filled in. Add your properties and PMS, and we'll send you a quote.
Almost there
We have your setup. Add your contact details and we will come back with a quote built around it.
Real results, real teams
"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."
Daniela Eder
Front Office, IMLAUER Hotels
"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."
Elisabeth Veit
Owner & Managing Director, Hotel Enzian Obertauern
"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."
Christophe Lai Wai
Director of Quality & Projects, St. Regis Le Morne
"chatlyn's automated upselling campaigns generate measurable additional revenue every month. Room upgrades, spa packages, dinner reservations: guests appreciate the personalized offers."
Bernhard Sänger
Director of Operations, Spa Resort Geinberg
"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
Stop managing contact lists. Start real conversations.
Your AI answers every guest on WhatsApp, webchat, Messenger and Instagram, turns questions into bookings and hands your team the moments that matter.
Not ready to talk yet? Watch the 10-minute demo first
A day at Villa Loto, a 10-room villa on the Sicilian coast: one inbox for every channel, AI that answers in the villa’s own voice, guest profiles and WhatsApp journeys. Leave your email and start watching.
Watch the demo
Common questions about AI chatbots for hotels
The AI answers guest questions based on your hotel's knowledge base. It handles FAQs like check-in/out times, parking, restaurant hours, spa info, pet policies, Wi-Fi, and more. It responds instantly, 24/7, in 100+ languages. For rooms it opens your booking engine with the guest's dates, and anything that needs a person goes to your team.
The AI answers from your own knowledge: the documents you upload and the pages of your website, which it reads and reads again on a schedule. It replies on WhatsApp, webchat, Facebook Messenger, Instagram and newly created Booking.com inboxes, in the guest's language. Bookings go to your booking engine: in the webchat the guest picks dates and the engine opens with them filled in, and on WhatsApp the AI sends a link with the dates, where your engine supports it, so rates, availability and payment stay in your engine. Complaints, special requests and anything that needs judgement go to your team with the whole conversation.
Guests call when the answer is not in front of them. chatlyn sends parking, check-in times and directions on WhatsApp before arrival, answers on your website around the clock and puts WhatsApp one tap away in the chat and in the room, so routine questions are answered in writing before they become calls. Spa Resort Geinberg's phone used to ring all day, mostly with repetitive questions; today the AI answers 86% of its webchat enquiries.
The AI answers guests on WhatsApp, webchat, Facebook Messenger, Instagram and newly created Booking.com inboxes. On the other channels, including email, AI Suggest drafts a reply your team reviews and sends, and translations are available everywhere.
Guests can request a human agent by clicking a button (on webchat) or telling the AI, e.g. "I want to speak to the front desk." The conversation transfers to your team with the full chat history. Agents can also take over AI conversations at any time from the inbox.
AI Suggest is a feature inside the omnichannel inbox that drafts response suggestions for your agents. When an agent opens a conversation, AI proposes a reply they can review, edit, and send. Combined with built-in translations, it helps your team reply faster and more consistently, on any channel.
The chatlyn browser extension (Chrome and Edge) lets your team use chatlyn's AI on any webpage. Select text and the AI processes it, translate guest reviews, draft email replies, create personalised quotes, summarise enquiries. Resorts like Soneva reduced personalised quote time from 35 minutes to 5 minutes.
Yes. AI answers pre-booking questions on webchat, WhatsApp, Messenger and Instagram in seconds. OTAs like Booking.com factor response speed into search rankings, so faster replies mean better placement and more bookings.
AI-handled conversations stay in "Pending" status in the inbox. They do not auto-resolve, an agent needs to manually review and close them when appropriate. Your team should regularly check pending conversations.
Yes. chatlyn is a European company headquartered in Vienna, Austria. The platform is built with GDPR compliance at its core. Data is processed in accordance with EU data protection regulations.