Deliver a better guest experience in every conversation
Guest experience is everything a guest feels about your hotel, and more of it now happens in messages than at the desk. chatlyn, the AI-Native GRM, remembers every guest across channels and stays, sends the right message at the right moment, and gives your team the time and the context to make every reply personal.
- Personal, not scripted
- In the guest’s language
- At the right moment
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
Great service is personal. Personal needs memory.
The difference between a good stay and a remembered one is usually small: someone knew, someone answered, someone thought ahead. Here is one guest’s stay.
- 2 weeks before
The booking confirmation is the last the guest hears until arrival.
A message in the guest’s own language shares the programme for their exact days.
- Arrival
The guest repeats at the desk the anniversary they mentioned by email.
The anniversary is in the guest’s conversation. Flowers are already in the room.
- First evening
A question about the spa, sent on Instagram, goes unanswered.
Instagram lands in the same inbox and is answered within minutes.
- Day two
The guest calls about a transfer three times, each time to someone new.
One person owns the conversation, with notes for the next shift.
- Day three, 23:00
A question about tomorrow’s breakfast waits until the morning.
The AI answers in seconds, in the guest’s language.
- Next year
Nobody realises it is the guest’s second stay.
The profile shows both stays and every conversation. The welcome says “welcome back”.
Friendly people without the information to be personal.
A team that knows every guest, answers at once and thinks ahead.
Four ways chatlyn makes every stay feel personal
Personal service at scale needs two things: knowing the guest, and time to act on it. chatlyn gives your team both.
Automate the door, keep the conversation human
chatlyn does not force automation on you. The St. Regis Le Morne automates a single message: the welcome a guest receives after scanning the QR code in the suite. Every reply after it is written by the butler looking after that suite.
Other hotels let the AI answer the routine and keep people for the rest. You choose how much is automated, message by message.
Real hotel example The St. Regis Le Morne 6,700+ personal conversations In early 2024 the resort connected its 30 butlers to one WhatsApp number for 172 suites. More than 6,700 guest conversations later, every reply is still written by a person.
“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.”
Remember every guest, 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, their birthday and their conversations.
Whoever replies sees the whole picture, so the guest never has to repeat themselves.
Real hotel example IMLAUER Hotels 54% less time logging in IMLAUER brought the channels of its hotels into one inbox before adding the AI, so guest conversations across Salzburg, Vienna and Styria live in one place instead of in separate logins.
The right message, just before the holiday starts
Guests book months ahead and forget the details. A message a few days before arrival, in their own language, reminds them what awaits: the restaurants, the programme for their exact days, how to get there.
It turns the wait into anticipation, and any question they have is answered in the same chat.
Real hotel example Hotel Enzian 92% pre-arrival messages opened Owner Elisabeth Veit: “There’s a little reminder which gives you the right information at the right time, just before you start your holiday, so you’re really excited about what’s going on.”
Speak every guest’s language, in your own voice
The AI replies in the language the guest writes in, in your hotel’s tone of voice and only from your own information. When your team takes over, chatlyn translates both ways.
Guests are always told when the AI is answering, and it speaks with your hotel’s name, never as chatlyn.
Real hotel example Hotel Sacher +70% routine enquiries by the AI Hotel Sacher’s AI answers as a digital first concierge in the hotel’s own voice, preserving the service standards the house is known for in Vienna and Salzburg.
Villa Loto 
Powered by chatlyn The widget switches language with the guest
Stays guests remember, at real hotels
What our customers built, and what they measured.
Le Morne, Mauritius Guests message their butler on WhatsApp from the first scan of the QR code in the suite until they are home again.
Read the case study
Obertauern, Austria A reminder a few days before arrival shares the restaurants and the programme for each guest’s exact days.
Read the case study
Upper Austria The AI on the website answers guests in their own language around the clock, including holidays.
Read the case study Case study Personal by design at The St. Regis Le Morne
Guests kept asking: “Can I just message you on WhatsApp?” With 30 butlers working in shifts and a limit of five devices on WhatsApp Business, the resort could not say yes, until it connected the whole butler team to one number through chatlyn. Only the welcome is automated; everything after it is written by a butler.
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.
Christophe Lai WaiDirector of Quality & Projects, The St. Regis Le Morne How to deliver a better guest experience in your hotel
Six habits of hotels whose guests write reviews about the service, not just the room.
- 01
Be where guests already are
Guests message friends on WhatsApp all day. Letting them message the hotel there takes the effort out of every request.
With chatlyn: one WhatsApp number for the whole team, opened from a QR code in the room.
- 02
Know the guest before they arrive
Past stays, preferences and occasions should be visible to whoever replies, not kept in one colleague’s memory.
With chatlyn: one guest profile with stays from your PMS and conversations from every channel.
- 03
Write before they need to ask
A message with the right information at the right time feels like care, not marketing.
With chatlyn: messages timed by your PMS for booking, arrival, check-in and check-out.
- 04
Answer in minutes, day and night
An answer at 23:00 is service. The same answer at 09:00 the next day is an apology.
With chatlyn: the AI answers routine questions in about 3 seconds; everything else goes to a person on shift.
- 05
Speak their language
Guests relax when they can write the way they speak.
With chatlyn: replies in the guest’s language, and translation both ways for your team.
- 06
Keep the personal moments personal
Anniversaries, complaints and special wishes deserve a person. Automation should make time for them, not replace them.
With chatlyn: you decide what is automated, and the AI hands over with the whole conversation.
Service guests write home about.
"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 guest experience.
Guest experience is everything a guest feels about your hotel, from the first question before booking to the last message after check-out. More and more of it happens in messages, so how quickly and how personally you reply shapes how guests remember the stay.
It remembers every guest across channels and stays, sends the right information at the right moment, answers routine questions in about 3 seconds in the guest’s language, and gives your team the context to make every other reply personal.
Only if it replaces people where they matter. The St. Regis Le Morne automates a single welcome message and writes every other reply personally; other hotels let the AI answer the routine. chatlyn adapts to how your team wants to work.
Yes. Your whole team works on one WhatsApp number, on the web and in the mobile app, and guests reach you from a QR code in the room, a link on your website or your pre-arrival message.
Yes. Guests are told when the AI is answering and when a member of your team joins, as the EU AI Act requires. The AI speaks with your hotel’s name and voice, never as chatlyn.
The AI replies in the language the guest writes in, and your team can reply to any guest with translation both ways. The website widget is available in 18 languages and shows Arabic and Hebrew right to left.
Guest experience is what chatlyn is built for.
WhatsApp for hotels
One number for your whole team, from the QR code in the room to after departure.
ExploreHotel CRM
Every guest, stay and conversation in one profile.
ExploreGuest journey automation
The right message at the right moment, timed by your PMS.
Explore Case study The St. Regis Le Morne
30 butlers, one WhatsApp number, every reply personal.
Read the storyMake every guest feel expected.
chatlyn remembers every guest, answers in their language at any hour and gives your team the time to be personal.