Hotel CRMs store guests. chatlyn talks to them.
Every conversation on WhatsApp, webchat and email becomes guest data. chatlyn remembers it, and turns it into replies and offers your guests actually answer.
Used by 100,000+ hotel rooms worldwide
The no-reply era is over
A newsletter from a no-reply address hopes someone clicks. A conversation lets the guest answer, ask and book, and tells you what they want.
- ~20%open it
- 0replies
- ?what guests wanted
- 95%open it
- 2replies, one booking link
- Dog-friendlysaved to her profile
- Mailing listConversation
- Static CRM recordLiving guest profile
- Campaign blastOffer at the right moment
Open rates from Spa Resort Geinberg, a chatlyn customer: 95% on WhatsApp against about 20% for email.
Every conversation makes the next one more valuable
A CRM waits for someone to type data in. chatlyn collects it while you talk to your guests, then uses it to start the next conversation.
Guests write where they already are
WhatsApp, webchat, email, Booking.com, Messenger and Instagram land in one inbox. The AI answers on WhatsApp, webchat, Messenger and Instagram around the clock, your team handles the rest.
Every answer lands on the guest's profile
Conversations sit next to the stays and spend from your PMS. The AI tags what each guest asked about, so nobody has to type it in.
Guest lists that build themselves
Arrivals, in-house guests and birthdays stay up to date on their own, next to AI segments like everyone who asked about the spa.
The right offer, on the channel guests open
Send the spa offer to those 48 guests on WhatsApp. They reply, ask and book, and each reply starts the loop again.
Revenue comes from talking to guests, not sending to them
Follow Sofia through one stay at Villa Loto. Every moment is a conversation, and every conversation can add something to her stay.
- Booking madeSent when your PMS reports the bookingNow reachable on WhatsApp
- 5 days beforeThe AI answers, your team booksAirport transfer +€90
- Arrival daySent on the arrival dateRoom upgrade +€120
- During the stayThe AI sends your experiences menuCooking class for two +€270
- Check-outSent after departureReview request, on the channel she reads
- Her next bookingEverything stays on her profileYour team knows her before she writes
Four conversations, four extras, no newsletter. The same guest on a mailing list gets one email she probably never opens.
An illustrative stay. Prices are examples; your team confirms every booking.
Why not just a CRM, an inbox or a chatbot?
Same guest, same message, four different outcomes.
- Knows her past stay
- Never sees her message
- Nobody answers at 23:40
- The anniversary is lost
A record of the past, not a conversation.
- Every channel in one place
- No answer until the morning shift
- No stays or history next to the chat
- Nothing remembered for next time
Tidier than email, but still waiting on your team.
- Answers at once
- Doesn't know who she is or when she arrives
- Opening hours instead of an offer
- Forgets the chat when it ends
Fast, but it doesn't know who's asking.
- Answers at 23:40, in her language
- Her booking from your PMS, right next to the chat
- Offers the spa and hands the booking to your team
- Remembers the anniversary for next year
It answers, it knows her, and it sells.
| Capability | Hotel CRM | Omnichannel inbox | AI chatbot | chatlyn |
|---|---|---|---|---|
| Guest stays and spend from your PMS | Yes | No | No | Yes |
| Every channel in one inbox | No | Yes | No | Yes |
| AI answers guests 24/7 from your own knowledge | No | Partly | Yes | Yes |
| Every conversation saved on the guest's profile | No | Partly | No | Yes |
| Segments from what guests asked, not only where they stayed | No | No | No | Yes |
| Offers on WhatsApp that guests can reply to | No | Partly | No | Yes |
Everything a hotel needs to know and talk to its guests
Guest data, AI, messaging and your team, in one platform instead of a CRM, a chatbot and an inbox. Everything below is part of the platform.
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 
Connected to your PMS, so every conversation sits next to the booking
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
Every guest, every conversation, one platform.
See how chatlyn would work with your channels, your PMS and your guests' questions.
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 chatlyn
chatlyn is the first AI-Native GRM (guest relationship management) platform for hotels. It holds your bookings from the PMS and every guest conversation on WhatsApp, email, webchat, Booking.com, Messenger and Instagram, and uses AI to answer guests, build segments and help your team follow up. It replaces a separate CRM, chatbot and inbox.
A chatbot answers the question in front of it. chatlyn also knows who is asking: their stays, what they asked before and on which channel. That data powers the segments, the offers and the replies your team sends, and the AI answers from your hotel's own files and website.
No. The AI never takes a booking itself. It answers questions and guides guests to your booking engine: on webchat with a date picker in the chat, on WhatsApp with a link to your booking page. Changes and special requests go to your team.
The AI replies on its own on WhatsApp, webchat, Facebook Messenger, Instagram and newly created Booking.com inboxes. On email it drafts replies, and a person always sends them. Every channel lands in the same inbox for your team.
chatlyn works with Oracle OPERA Cloud and OPERA on-premise, Mews, apaleo, protel, Guestline, Casablanca, Clock PMS+, FO Cloud and ASA. Our team sets up the connection for you. chatlyn only reads from your PMS and never changes anything in it. If your system is not listed, talk to us.
Yes. The inbox, the AI and WhatsApp messaging work without one. Booking-event messages and the stay-based segments, such as arrivals, in-house guests and departures, need a PMS connection.
The price depends on your rooms, your PMS and your setup, so we quote for your property rather than publish a list price. WhatsApp and SMS messages are billed separately by usage.
Yes. chatlyn is a European company headquartered in Vienna, Austria. The platform is built with GDPR compliance at its core, and data is processed in accordance with EU data protection regulations.