The night porter hands over a notepad: “Room 12 wants something, see WhatsApp.”
For front office teams 
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
A hotel front office that knows every guest
The hotel front office is the team guests deal with before, during and after the stay: reception, reservations, concierge and the night porter. chatlyn, the AI-Native GRM, connects to your PMS, brings every channel into one inbox and shows each guest’s bookings and past conversations beside every message. The AI answers the routine, so your team answers the guest.
- Every channel in one inbox, with an owner
- The guest’s stay and history beside each message
- The AI takes the routine, around the clock
4.9 across review platforms
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
~85% of routine enquiries handled by the AI at Hotel Enzian
86% of webchat enquiries answered by the AI at Spa Resort Geinberg
54% less time logging in to separate channels at IMLAUER
< 5 min average reply time by the butler team at The St. Regis Le Morne
One front office shift, told twice
Six channels, one desk. Nothing slips through.
Guests write on whichever channel is closest to hand, at any hour. Here is one day at a busy reception, from the night handover to the evening arrivals.
Every open request sits in its conversation, with an owner and an internal note.
A late arrival message waits in the Booking.com extranet. Nobody opens it.
Booking.com messages land in the same inbox and turn amber before they are late.
Someone prints the arrivals list and marks the returning guests by hand.
Arriving today is a live list from your PMS, returning guests already visible.
A guest writes in Italian. The message waits for a colleague who reads it.
The AI answers in Italian. If it hands over, your team reads it in English.
Check-in rush. The phone rings: “What is the Wi-Fi password?”
Arriving guests had Wi-Fi, parking and times in the morning message.
The night shift is alone with the phone, the email and three messengers.
The AI answers the routine overnight and passes on only what needs a person.
A shift spent between apps, lists and the phone, with requests lost at every handover.
One inbox, one owner per guest, and a team with time for the people at the desk.
How chatlyn works for your front office
Everything your reception needs, in one place
chatlyn is built around the way a front office actually runs: shifts, handovers, arrivals and the guest who writes at midnight. Your team stays in charge, the AI takes the questions that do not need them.
One inbox, clear targets 
Real hotel example IMLAUER Hotels 54% less time logging in See guest messaging software
Every channel in one queue, sorted by what is due
WhatsApp, email, webchat, Booking.com, Messenger and Instagram arrive in one inbox. Each conversation has one owner and a status that shows whose turn it is.
Response-time targets per channel colour each conversation amber, then red, before a guest waits too long. Your queue on the home screen shows exactly which ones need rescue.
Real hotel example IMLAUER Hotels 54% less time logging in IMLAUER brought every channel of its hotels into chatlyn. Conversations are assigned, labelled and tracked, colleagues leave internal notes, and the tab-switching stopped.
The guest beside the message
Know who is writing before you reply
Every conversation opens next to the guest’s profile: upcoming and past stays from your PMS, room type, and every earlier conversation on every channel.
Your team greets a returning guest as one, remembers the anniversary mentioned by email and never asks for a booking number the system already knows.
See the hotel CRM AI on the routine 
Real hotel example Hotel Enzian ~85% routine enquiries by the AI See the hotel chatbot
The AI answers the routine, your team the rest
On WhatsApp and webchat the AI answers questions such as parking, breakfast times and directions in about 3 seconds, in the guest’s language, only from your hotel’s own information.
Complaints, special occasions and anything it cannot answer go to your team straight away, translated, with the whole conversation. On email the AI drafts, your team sends.
Real hotel example Hotel Enzian ~85% routine enquiries by the AI Hotel Enzian trained the AI on its menus, events, house rules and the area. It is the first point of contact on webchat and WhatsApp, and reception keeps the personal requests.
Arrivals, handled before the desk 
Real hotel example Spa Resort Geinberg 86% of webchat enquiries need no staff See guest journey automation
Arrival information sent by your PMS
When a booking is created, before arrival, on check-in day and after departure, your PMS triggers the right WhatsApp message on its own: room times, parking, Wi-Fi and quick replies for the next questions.
Lists for arriving today, in-house and departing tomorrow build themselves from the PMS, so no one types them up in the morning.
Real hotel example Spa Resort Geinberg 86% of webchat enquiries need no staff On arrival day, Geinberg’s guests get a “good morning” message with the room time, the thermal bath opening, the Wi-Fi details and quick replies for parking, luggage storage and dining.
Real hotels, real results
Front offices that keep up with every guest
Numbers our customers measured on their own properties.
Obertauern, Austria ~85% routine enquiries handled by the AI
The AI is the first point of contact on webchat and WhatsApp, so reception spends its time on personal requests.
Read the case study
Salzburg, Vienna and Styria 54% less time logging in to channels
Every channel in one shared workspace, with assignments, labels and internal notes between colleagues.
Read the case study
Mauritius < 5 min average human reply time, 24/7
30 butlers on one WhatsApp number, each message routed by suite. Every reply is written by a person.
Read the case study Built for how front offices work
Made for shifts, not for IT projects
The practical questions every front office manager asks before a new system.
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Everyone gets a login
Agents are unlimited, so every receptionist, night porter and concierge works in the same inbox with their own name.
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At the desk or on the move
chatlyn runs in the browser on the reception PC and in the mobile app, so the duty manager can pick up a conversation anywhere in the house.
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Your PMS, connected for you
Our team sets up the connection to your PMS. chatlyn reads bookings and stays and never changes anything in your PMS.
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Live in weeks
Most hotels are live within 2 to 4 weeks. Onboarding sets up channels, knowledge and tone of voice with your team.
Case study One workspace for every front office at IMLAUER Hotels
IMLAUER came to chatlyn for one inbox across its hotels in Salzburg, Vienna and Styria. Conversations are now assigned to the right colleague, labelled and tracked, and the AI, trained on the group’s own documents, answers the routine in several languages around the clock.
54% less time logging in to channels
6% → 93% AI resolution rate after switching
93% WhatsApp newsletter open rate
The deployment of chatlyn’s AI chatbot and omnichannel platform has been transformative. It has streamlined our customer interactions, ensuring consistency and quality in our service delivery.
Daniela EderRooms Operations Manager, IMLAUER Hotel Pitter Salzburg -
Give every request one owner
A message that belongs to everyone belongs to no one. Assign each conversation to one person, even if it changes hands at the end of the shift.
With chatlyn: single assignee per conversation, and statuses that show whose turn it is.
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Set response targets per channel
A WhatsApp message expects an answer in minutes, an email can wait a little longer. Agree targets and make them visible.
With chatlyn: response-time targets per channel that turn a conversation amber, then red.
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Hand over in writing, not from memory
Most lost requests are lost at the shift change. Notes belong in the conversation they refer to.
With chatlyn: internal notes inside each conversation, invisible to the guest.
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Send the answers before the questions
Parking, Wi-Fi, arrival times and breakfast hours can go out before arrival. Every message sent first is a call that never comes.
With chatlyn: PMS-triggered WhatsApp messages on the morning of arrival.
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Let the routine answer itself at night
Night shifts are thin. Routine questions should not wait for the morning or pull the night porter from the desk.
With chatlyn: the AI answers on WhatsApp and webchat around the clock and hands over the rest.
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Know the guest before you reply
A reply that ignores the guest’s last stay or last message feels like a call centre. Look before you answer.
With chatlyn: the guest profile with stays and conversations opens beside every message.
Customers 
Front offices that reply fast and still know every guest.
"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
World Travel Tech Awards Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
FAQ
Questions about the hotel front office.
The hotel front office is the part of the hotel that works directly with guests: reception, reservations, concierge and the night shift. It runs on the PMS for reservations and billing, and on a guest communication platform for every message before, during and after the stay. chatlyn is the second part: connected to your PMS, with every channel, the guest’s history and an AI for routine questions in one place.
chatlyn is the guest communication and guest data part of your hotel front office software. It does not replace your PMS: it connects to it and reads bookings, stays and guest details to trigger messages and fill guest profiles. Reservations, billing and room management stay in your PMS, and chatlyn never changes anything there.
WhatsApp, email, webchat, Booking.com, Messenger and Instagram, all in one inbox. SMS is used only as a one-way fallback for automated messages, so guests cannot reply by SMS.
No. The AI answers questions from your hotel’s own information and guides guests to your booking engine. Bookings, changes and cancellations stay with your team and your booking engine.
Every conversation has one owner, a status and internal notes that only your team sees. The next shift opens the inbox and sees what is open, what is waiting for the guest and what is close to its response target.
Yes. chatlyn runs in the browser and in a mobile app. At The St. Regis Le Morne, 30 butlers answer guests on one WhatsApp number from their own devices.
Who uses chatlyn
One platform for every team, hotel and goal.
By team
- Front office
- Revenue
- Spa & wellness
- Food & beverage
- General management
- Marketing
By hotel
One platform
Your front office is one part of chatlyn.
Guest messaging software
Every channel in one inbox, with owners, targets and translation.
ExploreHotel chatbot
The AI that answers the routine on WhatsApp and your website.
ExploreReduce front desk workload
Take the same questions off reception, without losing the personal touch.
Explore Case study IMLAUER Hotels
54% less time logging in to separate channels.
Read the storyGive your front office one place for every guest.
See how chatlyn brings every channel, every guest’s history and an AI for the routine into your reception, set up around your PMS.
Dedicated onboarding team Live in weeks, not months GDPR compliant
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