The guest data platform that gives every hotel guest one profile.
chatlyn brings the bookings in your PMS and every guest conversation into one record per guest: a single guest view that front office, revenue and marketing all work from.
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Used in more than 100,000 hotel rooms worldwide
What is a guest data platform for hotels?
A hotel CDP (customer data platform) collects guest data from the systems a hotel runs, matches it to the right person and builds one profile per guest that teams and tools can act on. chatlyn is a guest data platform built for hotels: it joins the bookings from your PMS with every conversation, then puts that profile to work in messages, segments and guest journeys.
- 01 Collect Stays, rooms and spend from your PMS, every conversation from WhatsApp, email, Booking.com, webchat, Messenger and Instagram, contacts from a CSV.
- 02 Unify Every message and booking is matched to one guest by phone, email or Booking.com ID.
- 03 Activate Live segments, WhatsApp messages and guest journeys run on the unified profile.
One guest. Four records. No single view.
Without a guest data platform, the same person lives in every system: a reservation in the PMS, an address in the mailbox, a number on the WhatsApp phone, an ID in the Booking.com extranet. Each team sees a quarter of the guest, and nobody sees who they are.
- No team sees the whole guest Front office knows the booking, marketing knows the email address, the WhatsApp phone knows the rest.
- Duplicates everywhere The same guest is three contacts, so segments count them three times or miss them.
- Data you cannot act on A record in an export does not send a message. Data only helps when a team can use it that day.
How a guest data platform knows it is the same guest
Each profile carries the guest’s identifiers: phone number (which also covers WhatsApp), email address, Booking.com ID and webchat session. Every incoming message is matched to the profile that owns the identifier, duplicates merge into one profile, and a shared family address can belong to two people without mixing them up.
- Phone, email, Booking.com and webchat on one profile
- Duplicates merge into one, with an undo
- A shared family email stays with its primary owner
- Prospects get a profile from their first message
Marco Rossi The 360 guest profile, piece by piece
Everything the hotel knows about one guest, in one place and current. This is the unified guest profile every team opens, beside every conversation.
- 1 Who they are Name, language and birthday. The language fills itself from the first message.
- 2 How to reach them Phone, email, Booking.com and webchat identifiers, all on one profile.
- 3 Stays from your PMS Arrival, departure and room for every stay since your PMS was connected.
- 4 What they spent Booking value from the PMS, beside every stay.
- 5 Tagged by AI Interests and wishes the AI picked up from bookings and conversations.
- 6 Your own fields Durable traits you define, such as loyalty tier or guest type.
- 7 Lists and segments Every list and live segment the guest currently belongs to.
- 8 Every conversation WhatsApp, email, Booking.com, webchat, Messenger and Instagram, in one history.
Live segments from your guest data, not exported lists
A segment is a saved filter, evaluated every time you use it, so it is never out of date. Combine stay dates, AI tags, language and your own fields, then send the segment a WhatsApp message in one click or let a guest journey pick it up.
- Stay data, AI tags, language and your own fields in one filter
- Always current: no export, no list to maintain
- One click from the segment to a WhatsApp message
Lukas Brenner Arrives 18 June 
Anna Huber Arrives 21 June 
Markus Weber Arrives 2 July 
One guest data platform, four teams
The same unified guest profile answers a different question for each team. Pick one to see what it looks like from their desk.
Know every arrival before they reach the desk
- Today’s arrivals with what each guest asked for
- Returning guests recognised on every channel
- The profile beside every conversation, on desktop and phone
See value and intent on one profile
- Stays and spend per guest, from your PMS
- Everyone who asked about dates and never booked
- Rebooking conversations on WhatsApp, where guests answer
Segments that stay current on their own
- Live segments from stays, AI tags and your own fields
- WhatsApp messages opened 95% of the time at Spa Resort Geinberg
- Contacts in by CSV, filtered lists out by CSV
One view of every guest relationship
- Every guest, every stay and every conversation in one system
- Response times and team workload on the Home dashboard
- Your PMS stays the system of record
Hotel guest data, handled with care
Your PMS stays the system of record. chatlyn reads from it, keeps the guest data your team needs to act on, and lets you take it with you whenever you want.
- Read-only PMS connection chatlyn reads bookings and never changes anything in your PMS.
- Hosted in Frankfurt The platform and its guest data are hosted in Frankfurt.
- Masked before AI Personal data is masked before any request reaches an AI model.
- Roles and permissions Agents, managers and admins each see what their role needs.
- Export any time Download contacts as a CSV, with the filters you choose.
- Bring your contacts Import existing contacts by CSV on day one.
Guest data at work Spa Resort Geinberg
Geinberg sends WhatsApp offers to its guest lists for the spa, the chalets and breakfast, each with an image, a short text and a booking button.
Read the storyWith chatlyn, we turned guest communication into a revenue driver in our Spa, 95% open rates on WhatsApp campaigns and 86% of enquiries handled without staff involvement.
Bernhard SängerDirector of Operations, Spa Resort Geinberg Hotels that act on their guest data.
"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
Guest data platform: questions and answers
A hotel CDP (customer data platform) collects guest data from the systems a hotel runs, matches it to the right person and builds one profile per guest that teams and tools can act on. chatlyn is a CDP built for hotels: it joins your PMS bookings with every guest conversation.
A guest data platform is a customer data platform built around hotel guests rather than online shoppers. Instead of web visits and carts, the profile holds stays, rooms, spend and the conversations a guest has with the hotel, so front office, revenue and marketing can all work from the same single guest view.
A CDP unifies guest data into one profile. A hotel CRM uses that profile mainly for marketing. A GRM (guest relationship management) is used by every team that looks after the guest, and also holds the conversations. chatlyn is the first AI-Native GRM, and its guest data platform is the layer underneath.
Stays, rooms, booking value and guest details from your PMS; every conversation from WhatsApp, email, Booking.com, webchat, Messenger and Instagram; and contacts you import by CSV. The AI adds tags from what guests book and write, and you can add your own fields.
Every profile carries the guest’s identifiers: phone number, email address, Booking.com ID and webchat session. Each message and booking is matched to the profile that owns the identifier. When the same guest appears twice, the two profiles merge into one, and a merge can be undone.
No. The connection is read-only: chatlyn reads bookings and guest details and never changes anything in your PMS, which stays the system of record for reservations.
We integrate with the major hotel PMS platforms, including Oracle OPERA Cloud, Oracle OPERA on-premise, Mews, apaleo, protel, Guestline, Casablanca, Clock PMS+, ASA and FO Cloud. Our team sets up the connection with you.
Yes. You can export contacts as a CSV at any time, and the export follows the filters you set.
Contacts can be imported by CSV. Stays and conversations build up on the profile from the day you connect your PMS and channels. Importing past bookings from a one-time file export is coming.
Yes. chatlyn is hosted in Frankfurt, and personal data is masked before any request reaches an AI model, with no direct connection to an external AI provider. Properties with stricter requirements can opt into EU-only AI processing.
Most hotels are live within 2 to 4 weeks. Our onboarding team connects your PMS and your channels and sets up your first segments with you.
Part of one platform.
Guest relationship management
The same profile in the hands of every team that looks after the guest, on every shift.
ExploreHotel CRM
Marketing on the unified profile: WhatsApp conversations instead of newsletters.
ExploreGuest journey
Messages triggered by arrival, departure or birthday, sent from your PMS bookings.
Explore
WhatsApp for hotels
The channel your segments send on, at open rates email cannot reach.
ExploreOne guest. One profile.
Your PMS bookings and every conversation in one guest data platform, ready for every team. See it with your own property in mind.