The AI virtual concierge for hotels, one message away
During the stay, guests message you on WhatsApp or your website chat instead of calling the desk. The AI answers what your own knowledge covers, and every request lands with the colleague who can fulfil it.
- Requests to the right colleague
- Tips and extras at the right moment
- One QR code in every room
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Used in more than 100,000 hotel rooms worldwide
A concierge app waits to be opened. A conversation is already open.
Search for a hotel virtual concierge and you mostly find web apps and in-room tablets. Here is how they compare with chatlyn.
- A web app or in-room tablet the guest first has to find, open or download
- Request forms and menus to fill in, one category at a time
- Requests landing in yet another system, next to email, phone and messaging
- Tips and PDFs that rarely change with the season or the guest
- The same screen for every guest, whoever they are and whatever they booked
chatlyn - Guests write on WhatsApp or your website chat, in their own words and language
- The AI answers from your own knowledge in seconds and hands requests to your team
- Every request in the same inbox as email and Booking.com, with one owner
- Offers with a button at the right moment of the stay, confirmed by your team
- The guest profile beside every chat: stays from your PMS and earlier conversations
chatlyn opens the conversation on WhatsApp and your website chat and puts each request in front of the colleague who can fulfil it.
Hotel guest requests, sent to the right colleague
Extra towels, a cot for tonight, a late check-out, an airport transfer: during the stay, guests ask in a message, not a form. As part of chatlyn’s hotel AI, the AI answers what your knowledge covers and hands every request that needs a person to your team, with the whole conversation.
A colleague on shift owns the conversation, and an internal note with an @-mention brings in housekeeping, the spa or the concierge. Two-way translation lets everyone read in their own language and reply in the guest’s. The AI also creates tasks from conversations, listed on the dashboard.
Hotel tips and bookable extras, at the right moment
Your PMS knows when a guest checks in and when they leave. chatlyn times a WhatsApp message to each moment: a table on the first evening, a massage on day two, a boat trip, a late check-out before departure. Each offer carries a photo and a button, and your restaurant, spa or front desk confirms it.
When a guest asks what to do tomorrow, the same AI that runs the AI hotel chatbot answers with your own experiences and prices, then passes the request to your team. Selling in the conversation is how Hotel Enzian set out to increase hotel revenue: its WhatsApp campaigns lifted restaurant reservations by 38%.
A QR code in every hotel room that opens WhatsApp
Put a QR code on the room card, the desk or the bedside table. One scan opens WhatsApp with your hotel, and because the guest sends the first message, a menu can answer straight away: spa times, dinner tonight, excursions, each a tap away.
No app to download and no login. The St. Regis Le Morne works this way: the QR code in each suite starts a single automated welcome that asks for the suite number, and from then on the guest’s butler writes every reply. The same number carries everything else in WhatsApp for hotels, from the pre-arrival message to the goodbye.
A virtual concierge that knows every hotel guest
A good concierge knows who is asking. Beside every conversation your team sees the guest’s profile: stays from your PMS with room and dates, their language and every earlier conversation, whether it came by WhatsApp, email or Booking.com.
So the anniversary mentioned in an email months ago is there when the guest asks for a table, and live guest lists such as in-house or departing tomorrow let you send the right message to the right guests. That is what a better guest experience is made of: nobody has to repeat themselves.
From the first QR code to the first request
Our customer success team sets up the knowledge, the tone of voice and the first menus with you, so you never start from a blank page.
Case study IMLAUER: from 6% to 93% answered by the AI
IMLAUER’s front desks answered the same questions all day: check-in times, restaurant reservations, parking, local tips. Two chatbots tried before chatlyn resolved 6% of guest queries. Trained on the group’s own menus, guides and recommendations, chatlyn’s AI resolves 93%, and the team keeps the requests that need a person.
Read the IMLAUER case studyReal 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."
"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 virtual concierge.
A virtual concierge helps guests during their stay without a walk to the desk: requests, recommendations and extras. With chatlyn it is a conversation on WhatsApp or your website chat. The AI answers from your own knowledge, and requests go to your team.
On WhatsApp, which guests already have, or in the chat on your website. A QR code in the room opens the WhatsApp conversation with your hotel in one scan, with no download and no login.
It offers the treatment or the table, often with a button, and passes the request to your spa or restaurant team, who confirm it. For rooms it opens your booking engine with the guest’s dates.
Every request lands in the shared inbox and is assigned to a colleague on shift, who owns it until it is done. Internal notes with @-mentions bring in housekeeping, the spa or the restaurant, and the mobile app lets colleagues away from the desk reply too. The AI also creates tasks from conversations, listed on the dashboard.
The AI replies in the language the guest writes in. Your team reads every message in its own language and replies in the guest’s, with translation both ways. The website chat is available in 18 languages.
It takes the repetitive questions, such as breakfast times, the Wi-Fi or spa hours, so your concierge has time for the requests that make a stay. Some hotels, like The St. Regis Le Morne, automate only the welcome and write every reply themselves.
The virtual concierge is one part of chatlyn.
Hotel AI
One AI across the guest journey, from the first question to the goodbye.
ExploreHotel chatbot
The AI that answers guests on WhatsApp and your website, from your own knowledge.
Explore
WhatsApp for hotels
The channel guests use during the stay, with every message timed by your PMS.
Explore
Case study The St. Regis Le Morne
30 butlers on one WhatsApp number, every reply written by a person.
Read the storyEvery request answered, every guest looked after.
chatlyn’s AI virtual concierge answers guests on WhatsApp and your website, sends requests to the right colleague and offers the right extra at the right moment. Your team confirms each one.