The morning meeting starts with who saw which email, WhatsApp and Booking.com message overnight.
For hotel general managers 
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
One platform for hotel general management, with the guest data every hotel general manager needs
Hotel general management is running the whole property, led by the hotel general manager: guest experience, revenue, the team and its systems. chatlyn, the AI-Native GRM, gives it one platform on all guest data, from your PMS and every conversation, in place of a separate CRM, chatbot, inbox and marketing tool. The AI takes the routine, and your team has time for the guests.
- One platform in place of four tools
- Team dashboards, without micromanaging
- A team with time for the work it was hired for
4.9 across review platforms
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
+70% routine enquiries handled by the AI at Hotel Sacher
54% less time logging in to separate channels at IMLAUER
95% open rate on WhatsApp campaigns at Spa Resort Geinberg
+22% bookings in low season at Hotel Enzian
One day in general management, told twice
You run the whole house. Not five guest tools.
A general manager’s day is made of decisions about guests, the team and money. Here is one of them, from the morning meeting to the evening handover.
The AI answered the routine overnight. The team dashboard shows what is open and at risk.
A guest complains in a review that nobody answered her message for two days.
Her message turned amber, then red, and a colleague picked it up the same hour.
Four invoices arrive: CRM, chatbot, inbox and campaign tool. None of them talk to each other.
One platform, one contract. Guests, conversations and campaigns sit in one place.
A regular guest writes on WhatsApp. Nobody at the desk knows it is her eighth stay.
Her stays from the PMS and every earlier conversation open beside the message.
Low season is coming. The only idea on the table is another discount on the OTAs.
A WhatsApp offer with a booking button goes to guests who recently checked out.
A long-serving receptionist leaves and takes the answers to a hundred questions with her.
The answers live in the AI’s knowledge, so the next colleague starts with them.
A day spent chasing information across tools, with every guest split between them.
One platform on every guest, a clear view of the team, and time for the decisions only you can make.
How chatlyn works for general management
What changes for the whole property
chatlyn is the layer between your PMS and every guest conversation. It gives you one record of each guest, a clear view of how the team is doing and the tools to reach guests at the right moment, while your staff stay in charge of the service.
One platform, all guest data 
Real hotel example IMLAUER Hotels 54% less time logging in See the hotel CRM
One guest record in place of four tools
Many hotels run guest relationships across a CRM, a chatbot, a shared inbox and a marketing tool, each with its own login, contract and copy of the guest. chatlyn brings them together: bookings, stays and spend from your PMS and every conversation on WhatsApp, email, webchat, Booking.com, Messenger and Instagram, in one guest profile.
The AI labels guests from their stays and conversations, so lists and segments build themselves. The guest data belongs to your hotel, and the PMS connection is read-only: chatlyn never changes anything in your PMS.
Real hotel example IMLAUER Hotels 54% less time logging in IMLAUER came to chatlyn for one inbox across its channels, and the daily logging in to separate systems stopped. The group then added the AI, WhatsApp newsletters and journeys on the same platform.
Visibility without micromanaging 
Real hotel example Hotel Sacher +70% routine enquiries by the AI See how to improve response times
See what is at risk without reading every message
The Manager role gives you and your heads of department the team dashboards: the backlog, the conversations close to missing their target and the load on each agent. Managers see all of it without access to settings, which stay with the Admins.
Response-time targets per channel turn a conversation amber, then red, before a guest waits too long. You agree the standard once, and the inbox shows where it slips.
Real hotel example Hotel Sacher +70% routine enquiries by the AI Hotel Sacher uses the AI as a digital first concierge in Vienna and Salzburg. It takes the routine, passes complex requests to the team and keeps response times consistently fast on every channel, in the house’s own voice.
Guest experience and reviews
Service standards that hold on every shift
Reviews follow the moments a guest felt looked after, or forgotten. With one owner per conversation, internal notes between shifts and the guest’s history beside every message, your standard does not depend on who is on duty.
Where the AI answers, it writes in the tone of voice you set for your property. Where people answer, chatlyn gets the message to the right one. At The St. Regis Le Morne, every reply is written by a butler, and guests say so in their reviews.
See how to deliver a better guest experience
“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.”
“Every detail is handled with care, and you are made to feel special from the moment you arrive.”
“The head of the butlers team was in constant contact via WhatsApp and responded promptly to every request until we reached back home.”
Revenue at the right moment 
Real hotel example Hotel Enzian +22% bookings in low season See how to increase hotel revenue
The right offer when the guest is listening
Your PMS knows who arrives, who is in house and who has just left. chatlyn turns that into WhatsApp messages at the moments a guest is open to an offer: when the booking is made, before arrival, during the stay and after checkout.
Live lists such as arriving today, in-house and recently checked out keep themselves up to date, and a WhatsApp offer with an image and a booking button goes to a whole list in one step. Spa Resort Geinberg’s WhatsApp campaigns reach a 95% open rate.
Real hotel example Hotel Enzian +22% bookings in low season Hotel Enzian’s WhatsApp messages before arrival show each guest the restaurants and the weekly programme for the days of the stay, and 92% open them. Bookings in low season rose by 22%.
Real hotels, real results
Properties that run guest relations on one platform
Numbers our customers measured on their own properties.
Vienna and Salzburg +70% routine enquiries handled by the AI
A digital first concierge that takes the routine enquiries and passes complex requests to the team, in the house’s own voice.
Salzburg and Vienna, Austria 6% → 93% AI resolution rate after switching
Every channel in one workspace first, then the AI trained on the group’s own documents, WhatsApp newsletters and journeys.
Read the case study
Upper Austria 95% open rate on WhatsApp campaigns
PMS-triggered WhatsApp messages and campaigns reach more than 10,000 guests a year, while the AI answers the website’s questions.
Read the case study Built for how general managers work
A decision for the whole house, not another IT project
The questions general managers ask before they sign.
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Fewer tools, one contract
chatlyn takes the place of a separate CRM, chatbot, inbox and WhatsApp marketing tool. One platform, one contract and one place for your guest data.
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Everyone gets a login
Agents are unlimited, so every department works in chatlyn under its own name. Roles for Agent, Manager and Admin decide who sees the dashboards and who changes settings.
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GDPR, hosted in Frankfurt
The chatlyn platform is hosted in Frankfurt and GDPR compliant. Properties with stricter requirements can opt into EU-only AI processing.
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Live in 2 to 4 weeks
Our onboarding team connects your PMS and sets up the AI’s knowledge and your tone of voice with your team. Most hotels are live within 2 to 4 weeks.
Case study One service standard for 172 suites at The St. Regis Le Morne
Every suite at The St. Regis Le Morne has its own butler, and guests wanted to reach them on WhatsApp. WhatsApp Business allows only a few devices, so in early 2024 the resort put its 30 butlers on one number through chatlyn. Messages are routed by suite, handovers happen in internal notes, and only the welcome message is automated. Whoever is on duty, the guest gets the same standard.
30 butlers on one WhatsApp number
6,700+ guest conversations, every reply by a person
< 5 min average human reply time, 24/7
chatlyn redefines communication by weaving intuitive technology into the timeless craftsmanship of the Butler Service at The St. Regis Le Morne Resort, Mauritius. Each interaction becomes smoother, faster, and impeccably curated, an elevated standard befitting our most discerning luminaries.
Christophe Lai WaiDirector of Quality & Projects, The St. Regis Le Morne -
Keep every guest in one record
A guest spread across four systems is four half-guests. Decisions about service and offers need the whole picture in one place.
With chatlyn: one guest profile with stays and spend from your PMS and every conversation on every channel.
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Turn the service standard into a number
Agree how quickly each channel gets an answer and make it visible, so the standard does not depend on who is on shift.
With chatlyn: response-time targets per channel, with warning and breached states.
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Watch the backlog, not every message
You do not need to read conversations to know where the team needs help. Look at what is open, what is at risk and who carries the load.
With chatlyn: team dashboards for the Manager role: backlog, at-risk conversations and load per agent.
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Take the routine off skilled people
Staff hired for service should not spend the day on parking, opening hours and directions.
With chatlyn: the AI answers the routine on WhatsApp and webchat from your own information and hands the rest to your team.
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Keep knowledge in the house, not in heads
When a long-serving colleague leaves, the answers to a hundred guest questions should stay behind.
With chatlyn: the AI’s knowledge from your files and website, and a review queue where every approved answer teaches it.
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Send offers when the guest is listening
Offers land best before arrival and during the stay, not in a newsletter weeks later.
With chatlyn: PMS-triggered WhatsApp messages and live lists such as arriving today and in-house.
Customers 
Properties that run every guest relationship from one platform.
"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 from hotel general managers.
Hotel general management is the running of a whole property, and the hotel general manager is responsible for all of it: the guest experience and reviews, revenue, the team and the systems it works with. For guest relationships that means knowing every guest, keeping service standards across shifts and channels, and reaching guests with the right offer. chatlyn, the AI-Native GRM, gives general managers one platform for all three.
Show the general manager every guest and the state of the team without adding another tool to the stack. chatlyn brings together what many hotels run in separate tools: a guest CRM, a chatbot, a shared inbox for every channel and WhatsApp campaigns. It is not a PMS: yours stays, and chatlyn connects to it read-only and never changes anything there. Guest campaigns run on WhatsApp, not by email.
With the Manager role you see the team dashboards: the backlog, the conversations close to missing their response-time target and the load on each agent. You can open any conversation with the guest profile beside it. Settings stay with the Admins.
No. The AI answers routine questions on WhatsApp and webchat from your hotel’s own information and hands everything else to your team with the whole conversation. On email it drafts and your team sends. It never makes, changes or cancels bookings, so your team keeps the requests that need a person.
Yes. The chatlyn platform is hosted in Frankfurt, and properties with stricter requirements can opt into EU-only AI processing. The AI answers only from the knowledge you give it.
Most hotels are live within 2 to 4 weeks. Our onboarding team connects your PMS, sets up the AI’s knowledge and your tone of voice, and brings your channels into chatlyn. Agents are unlimited, so every colleague gets a login from day one.
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
Everything your property needs, in chatlyn.
Hotel CRM
Every guest in one profile, with stays from your PMS and every conversation.
ExploreHotel chatbot
The AI that answers the routine on WhatsApp and your website.
ExploreIncrease hotel revenue
The right offer at the right moment of the stay, on WhatsApp.
Explore
Case study The St. Regis Le Morne
30 butlers on one WhatsApp number, under 5 minutes to reply.
Read the storyRun every guest relationship from one platform.
See how chatlyn brings your guest data, your team and the AI together on one platform, set up around your PMS and live in weeks.
Dedicated onboarding team Live in weeks, not months GDPR compliant
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