The AI digital concierge that answers as your hotel
chatlyn’s AI answers guests before and during the stay on WhatsApp and your website, in their language and from your own knowledge, with your concierge’s name and tone. Anything personal goes straight to your team.
- Your name and tone, never ours
- WhatsApp and your website
- Your team takes over anything personal
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
A concierge app waits. chatlyn answers.
Much of what is sold as a hotel digital concierge is an app or portal for guests to browse. What hotels are usually after is a concierge that answers. Here is the difference.
- An app or portal guests first have to download or find
- Pages to browse rather than answers to questions
- Standard content, and nothing when a question falls outside it
- Often one or two languages
- A separate system, apart from your team’s inbox
chatlyn’s AI digital concierge - Answers on WhatsApp and your website, where guests already write
- Draws on your website, your documents and answers you approved
- Speaks as your hotel, with your concierge’s name and tone
- Replies in whatever language the guest writes in
- Hands anything personal to your team, in the same inbox
Your concierge answers in writing on WhatsApp and your website, in your hotel’s name, and hands every booking to your team or your booking engine.
A hotel digital concierge with your name and your voice
Behind the concierge your guests meet is chatlyn’s hotel AI, under your name. You set its name, tone, greeting and whether it uses emoji, and it introduces itself as your hotel’s concierge. Guests never see the word chatlyn.
White-label stays transparent: guests are told when an AI is answering, as the EU AI Act requires, and it replies in whatever language they write in.
Villa Loto 
Powered by chatlyn Concierge answers from your hotel’s own knowledge
Upload your menus, spa hours, house rules and local tips, and choose the website pages that carry real answers. The concierge answers only from these sources and reads your website again on a schedule. It runs on the same engine as our AI hotel chatbot.
When an answer is weak, it lands in a review queue with a drafted fix. Approve it once and the concierge knows it from then on.
Recommendations and extras, one tap away
Guests ask where to eat tonight or what to do tomorrow. The concierge answers with your own recommendations and sends them as buttons and links, so the next step is a tap, not another question.
When a guest picks a massage, a table or an excursion, it passes the request to your team to confirm, and for rooms it links to your booking engine.
Anything personal goes straight to your team
An anniversary, a complaint, a request that needs judgement: the concierge hands the conversation to your team with everything the guest has said. Your team replies from the same inbox as WhatsApp, email, webchat and Booking.com.
Two-way translation lets your team read each message in their language and reply in the guest’s. The AI takes the routine, and your team gets time for the moments that make a better guest experience.
Your concierge, live in four steps
Our customer success team sets up a working starting point with you, so you never begin with a blank page.
Case study IMLAUER: from 6% to 93%, answered from its own knowledge
Before chatlyn, the IMLAUER Group tried two other chatbot platforms, which resolved 6% of guest enquiries. chatlyn’s AI, trained on the group’s own FAQs, property guides, restaurant menus and local recommendations, resolves 93%, in several languages, day and night.
Read the IMLAUER case studyHotels with a voice of their own.
"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
Questions about the hotel digital concierge.
An AI digital concierge answers guest questions in writing, the way your concierge would: in your hotel’s name and tone, from your own knowledge, at any hour. With chatlyn it answers before and during the stay on WhatsApp and your website, in the guest’s language, and hands anything personal to your team.
A guest app or directory is a set of pages guests download or open and browse. chatlyn’s digital concierge is a conversation: guests ask on WhatsApp or your website and get an answer, with nothing to install. If you also want a directory for guests to browse, see our digital guest directory.
It is the same AI, seen from the guest’s side. The chatbot is how questions get answered on WhatsApp and your website; the concierge is who answers: your hotel, with the name, voice and tone you set. One AI, set up once.
Yes to both. You choose your concierge’s name, tone and greeting, and guests never see the word chatlyn. White-label stays transparent: as the EU AI Act requires, guests are told an AI is answering. The website chat shows this today, and a notice for WhatsApp is in progress.
For a table, a treatment or an excursion it passes the request to your team to confirm. For rooms it opens your booking engine: with a date picker in the website chat, and on WhatsApp with a link that carries the guest’s dates, where your engine supports it.
It replies in the language the guest writes in, in your hotel’s tone. The website chat is available in 18 languages, switches to the guest’s language on its own and shows Arabic and Hebrew right to left.
It takes the repeat questions, such as spa hours, parking or directions, so your team has time for the guests who need a person. You decide how far it goes: The St. Regis Le Morne in Mauritius keeps every guest reply personal, with butlers answering on WhatsApp through chatlyn and an average human response time under five minutes, day and night. See how luxury hotel brands work with chatlyn.
Yes. The chatlyn platform is hosted in Frankfurt, and hotels with stricter requirements can opt into AI processing in the EU only. The concierge only uses the knowledge you give it.
The concierge is one part of chatlyn.
Hotel AI
The whole picture: one AI across the guest journey, with your team always in the loop.
ExploreAI hotel chatbot
The engine behind the concierge: how it answers on WhatsApp and your website.
Explore
WhatsApp for hotels
The channel guests open, with messages timed by your PMS.
Explore
Case study Hotel Enzian Obertauern
The AI as first point of contact on webchat and WhatsApp, handling about 85% of routine enquiries.
Read the storyEvery guest answered, in your hotel’s voice.
chatlyn’s AI digital concierge answers on WhatsApp and your website, from your own knowledge and with your concierge’s name, and hands your team every conversation that needs a person.