The hotel guest experience software that turns the stay into one conversation
Hotel guest experience software is everything a hotel uses to look after guests outside the front desk: the messages before arrival, answers during the stay, the requests, the offers and the follow-up. chatlyn brings it into one conversation on WhatsApp, your website, email and Booking.com, timed by your PMS and remembered on one guest profile.
- Before, during and after the stay
- One inbox, one guest profile
- Connected to your PMS
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Powered by chatlyn Used in more than 100,000 hotel rooms worldwide
A guest experience stack is five tools. chatlyn is one conversation.
Most guest experience platforms are a bundle: an app here, a chatbot there, an upsell tool and a review tool, each holding its own copy of the guest. Here is how that compares with one platform.
- A guest app or portal guests first have to download or find
- A chatbot that only knows the website
- A separate tool for upsells and another for reviews
- Each with its own login and its own copy of the guest
- The team switching between screens to answer one guest
chatlyn - WhatsApp, webchat, email and Booking.com in one inbox
- Messages timed by your PMS, before, during and after the stay
- An AI that answers from your own knowledge, in the guest’s language
- Offers inside the conversation, a tap away from booking
- One guest profile that remembers every stay and every conversation
chatlyn began on the same shelf as guest experience software and was rebuilt as the AI-Native GRM: the guest experience, the guest data and the marketing in one platform.
Guest experience starts before the guest arrives
Your PMS tells chatlyn when a guest booked and when they arrive, and a WhatsApp message goes out at the moment you choose, in the guest’s language: the programme for their days, the restaurants, how to get there and, where your PMS provides one, the online check-in link.
Any question the guest has is answered in the same chat. Hotels on Mews, OPERA Cloud and other PMS run this as guest journey automation.
Answers and recommendations, in the guest’s pocket
Guests ask where to eat tonight or what to do tomorrow. The AI answers on WhatsApp and your website from your own knowledge, sends recommendations as buttons and passes tables, treatments and excursions to your team to confirm.
It speaks with your hotel’s name and tone, and guests are told when the AI is answering. It is the same AI as the hotel chatbot, so a guest gets the same answer wherever they ask.
Every guest remembered, across every stay and channel
A guest who wrote on WhatsApp last spring, emailed about an anniversary and booked through Booking.com is one person in chatlyn: one profile with their stays from your PMS, their language and their conversations.
Whoever replies sees the whole picture, so the guest never has to repeat themselves. That profile is what turns a guest experience platform into guest relationship management.
Automate the routine, keep the moments personal
You decide how much is automated, message by message. The St. Regis Le Morne automates one message, the welcome after a guest scans the QR code in the suite; every reply after it is written by the butler, with an average human response time under five minutes.
Other hotels let the AI answer the routine and keep their team for the rest. Either way, every conversation lands in one inbox, translated both ways.
“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.”
“The WhatsApp service was so helpful for making reservations and answering questions.”
“The head of the butlers team was in constant contact via WhatsApp and responded promptly to every request until we reached back home.”
Your guest experience platform, set up with you
Our customer success team connects your PMS and builds the first journeys with you, so you never start from a blank page.
Case study Spa Resort Geinberg: a guest experience guests open
Spa Resort Geinberg reaches more than 10,000 guests a year on WhatsApp. Messages from the PMS send check-in times, opening hours and parking before guests ask, offers arrive as a picture with one button, and the AI answers 86% of webchat enquiries in the guest’s language. Guests open 95% of the messages, against about 20% for email.
Read the Geinberg case studyHotels that look after guests in conversation.
"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 hotel guest experience software.
Hotel guest experience software is what a hotel uses to look after guests beyond the front desk: pre-arrival messages, answers during the stay, requests, offers and the follow-up after check-out. chatlyn runs all of it as one conversation on WhatsApp, your website, email and Booking.com, timed by your PMS and kept on one guest profile.
The terms are mostly used for the same thing. A guest experience system or software often means a single tool, such as a guest app or a messaging tool; a guest experience platform usually brings several of those together. chatlyn is a platform: messaging, AI, guest journeys, offers and the guest profile in one place.
chatlyn connects to Mews, Oracle OPERA Cloud, Apaleo, Protel, Guestline, Casablanca, Clock PMS+ and others, and reads reservations from them to time messages and fill in guest details. See the Mews integration or all integrations.
No. Guests write on WhatsApp, which they already have, or in the chat on your website. A QR code in the room or at the pool opens the conversation, and guests keep it on their own phone for the whole stay.
It answers routine questions in seconds, day and night, in the guest’s language and from your own knowledge, and passes anything personal to your team with the whole conversation. Spa Resort Geinberg’s AI answers 86% of webchat enquiries; the team has time for the guests who need a person.
Yes, when offers arrive at the right moment in a channel guests open. chatlyn sends spa, dining and upgrade offers on WhatsApp before and during the stay, and guests book them with a tap or by replying. WhatsApp messages at Spa Resort Geinberg are opened 95% of the time.
It depends on your PMS and channels. Our customer success team connects the PMS, brings in your channels and builds the first guest journeys with you, so the first messages go out from a working setup.
Yes. The chatlyn platform is hosted in Frankfurt, and properties with stricter requirements can opt into AI processing in the EU only. WhatsApp offers go only to guests who opted in, and guests are told when the AI is answering.
Guest experience is one part of chatlyn.
Hotel AI
One AI across the guest journey, with your team always in the loop.
ExploreHotel chatbot
The AI that answers on WhatsApp and your website, from your own knowledge.
ExploreGuest journey automation
Every message of the stay, timed by your PMS.
Explore
Case study The St. Regis Le Morne
30 butlers on one WhatsApp number, with a human response time under five minutes.
Read the storyOne conversation for the whole stay.
chatlyn brings messages, AI answers, offers and the guest profile into one hotel guest experience platform, connected to your PMS.