Increase hotel revenue from every stay, not only every booking
The quickest way to increase hotel revenue is ancillary revenue from guests who have already booked: an upgrade after booking, a massage before arrival, a table on the first evening. chatlyn, the AI-Native GRM, knows every booking and every conversation, sends each offer on WhatsApp when your PMS says the moment has come, and answers the guest until they book.
- Timed by your PMS
- On the channel guests read
- Questions answered on the spot
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Used in more than 100,000 hotel rooms worldwide
The same guest, the same stay. Only one of them sells.
Most upsells are lost before anyone offers them: the email was never opened, nobody at the desk had time, or the offer came a day too late. Here is the same stay without chatlyn and with it.
- 6 weeks before
A booking confirmation by email. No offer, no reply expected.
The confirmation arrives on WhatsApp, with a room upgrade the guest can ask about in one tap.
- 3 days before
A pre-arrival email with six links, opened by about one guest in five.
Your PMS sends the pre-arrival message: arrival breakfast, treatments and parking as buttons.
- Arrival morning
The guest asks about the spa at check-in. By then it is fully booked.
Times, Wi-Fi and a treatment offer arrive in the morning, while the spa still has space.
- First evening
The couple eats in town. Nobody mentioned the restaurant.
A message introduces the restaurants. The guest replies and the team confirms the table.
- Last evening
Late check-out is asked for at the desk, if anyone thinks of it.
Late check-out is offered the evening before and answered in one tap.
- After the stay
Silence until next year’s newsletter.
A thank-you and the review request, in the language the guest booked in.
Offers sent by email, answered by nobody, sold at the desk when someone had time.
Six moments to offer something, each at the right time, each answered in the chat.
Four ways chatlyn turns stays into ancillary revenue
Every offer is built on the guest data chatlyn already holds: the booking from your PMS, every earlier conversation, the language the guest writes in.
An offer at every moment of the guest journey
chatlyn reads booking, arrival, check-in and check-out from your PMS and sends a WhatsApp message at each moment, with the guest’s name, dates and room already filled in. Each message carries the offer that fits: an upgrade after booking, treatments before arrival, a table on the first evening, late check-out on the last.
A cancelled booking stops everything still scheduled, and guests without WhatsApp can receive key information by one-way SMS.
Real hotel example Spa Resort Geinberg 95% opened Days before arrival, the PMS sends every guest a WhatsApp message with their dates, reservation number and three buttons: arrival breakfast, massages and treatments, arrival and parking. It is the first upsell of the stay, before the guest has packed.
Fill the restaurant before guests check in
Guests book months ahead and forget what the hotel offers. A message a few days before the stay introduces the restaurants and the programme for the exact days of the visit, so the table is reserved before the suitcase is unpacked.
Guests reply in the chat. The AI answers questions about menus and times, and your team confirms the reservation.
Real hotel example Hotel Enzian +38% restaurant reservations The adults-only hotel in Obertauern runs three à la carte restaurants, a wine cellar and a weekly programme. Pre-arrival messages share the programme for each guest’s exact days. Restaurant reservations from WhatsApp campaigns rose by 38%.
Offers only for the guests who will want them
chatlyn keeps live guest lists from your PMS and your conversations: arriving today, in-house, departing tomorrow, birthdays this week. Offer the spa to in-house guests on a rainy afternoon, a stay extension to guests leaving tomorrow, a birthday greeting with dessert on the house.
The lists update themselves, so nobody at the desk has to build them, and a family never receives the adults-only offer.
Real hotel example Spa Resort Geinberg 10,000+ guests a year Geinberg sends WhatsApp offers to guest lists, each with a photo, a short text and a booking button: the Karibik-Lagune chalets, the Relax! sauna lounge, the SPAplus adults-only area and breakfast at the Thermen-Restaurant.
Answer the question that comes before the yes
Most guests ask before they buy: is the spa open on Sunday, can the room face the lake, is there a vegetarian menu. The AI answers on WhatsApp and webchat from your own information, in the guest’s language, within seconds.
When a guest wants something that needs a person, such as an anniversary surprise, the AI hands the conversation to your team with the request translated and ready to confirm.
Real hotel example Hotel Sacher +70% routine enquiries by the AI In Vienna and Salzburg the AI works as a digital first concierge: it answers the routine enquiries and passes complex requests to the team, in the hotel’s own voice.
What upselling in the conversation earns real hotels
Numbers our customers measured on their own properties.
Upper Austria Pre-arrival buttons for breakfast and treatments, then WhatsApp offers for the chalets, the sauna lounge and the adults-only spa.
Read the case study
Obertauern, Austria Pre-arrival messages introduce three restaurants and the weekly programme for the exact days of each stay.
Read the case study
Salzburg, Vienna, Styria WhatsApp newsletters to guests across the group’s hotels, with the answers in the same inbox as every other channel.
Read the case study Case study Guest communication became a revenue driver at Spa Resort Geinberg
Geinberg reaches more than 10,000 guests a year on WhatsApp. Days before arrival the PMS sends the stay details with buttons for breakfast and treatments; offers for the chalets, the sauna lounge and the adults-only spa follow, each with a photo, a short text and a booking button.
With chatlyn, we turned guest communication into a revenue driver in our Spa, 95% open rates on WhatsApp campaigns and 86% of enquiries handled without staff involvement.
Bernhard SängerDirector of Operations, Spa Resort Geinberg Upsells happen in conversations, not newsletters
A newsletter is a message nobody is expected to answer. On WhatsApp the guest replies, asks about the spa or a table for tonight, gets an answer on the spot and books. See what those conversations are worth across your hotels.
€162 per room, across 120 rooms
WhatsApp conversation95% open it. Guests reply, ask and book. An estimate, not a promise. It assumes 2.5-night stays and that 5% of guests who read an offer book it, which is the conservative case: on WhatsApp they can also ask first. Open rates come from Spa Resort Geinberg, a chatlyn customer: 95% on WhatsApp against about 20% for email.
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How to increase hotel revenue with upselling
Six upselling strategies that raise ancillary revenue in any hotel, with or without software. Each one is easier when the offer arrives in a conversation.
- 01
Offer before arrival, not at the desk
Guests plan their stay in the days before they travel. That is when they book treatments, tables and transfers; at check-in the spa is often already full.
With chatlyn: your PMS triggers a WhatsApp message a few days before arrival, with the offers as buttons.
- 02
Tie each offer to a moment
An upgrade makes sense right after booking, a late check-out the evening before departure, dinner on the first night. The same offer at the wrong time is noise.
With chatlyn: booking, arrival, check-in and check-out each start their own message.
- 03
Use the channel guests open
Email offers compete with every other newsletter. WhatsApp messages are read: 95% at Spa Resort Geinberg, against about 20% for email.
With chatlyn: offers go out on WhatsApp with a photo, a short text and buttons.
- 04
Make saying yes one step
Every extra click loses guests. Link straight to the right page of your booking engine or shop, or let the guest reply and have the team confirm.
With chatlyn: buttons and links in the message, and every reply lands in your team inbox.
- 05
Answer questions on the spot
Guests rarely buy without asking first. An answer an hour later is often a sale lost.
With chatlyn: the AI answers on WhatsApp and webchat in about 3 seconds, from your own information.
- 06
Offer to the right guests only
A family does not want the adults-only spa, a business traveller rarely wants a picnic basket. Relevant offers keep guests reading your messages.
With chatlyn: live lists from your PMS and conversations: arriving today, in-house, departing tomorrow, birthdays.
Hotels that sell more in every 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 revenue.
Beyond room rates, the quickest lever is ancillary revenue from guests who have already booked: room upgrades, spa treatments, dining, transfers, early check-in and late check-out, offered at the moments guests are most likely to accept. chatlyn does this on WhatsApp: your PMS decides when a message goes out, the guest data decides which offer fits, and the AI answers questions until the guest books through your booking engine or your team confirms.
By reaching guests on a channel they read, at the right moment. Messages are timed by PMS events (booking, arrival, check-in, check-out), carry offers as buttons or links, and guests can reply with questions. At Spa Resort Geinberg 95% of WhatsApp messages are opened; at Hotel Enzian restaurant reservations from WhatsApp campaigns rose by 38%.
The ones guests plan ahead: spa treatments, restaurant tables, room upgrades, arrival breakfast, airport transfers, early check-in and late check-out. Pre-arrival is the strongest moment, because guests are planning their stay and your best times are still free.
No. The AI answers questions and passes requests to your team, or sends the guest to the right page of your booking engine or shop. Bookings are always made in your own systems or confirmed by your team.
For offers during a stay, usually yes. At Spa Resort Geinberg 95% of WhatsApp messages are opened, against about 20% for email, and guests can ask a question and get an answer in the same chat. Email stays in your inbox for the conversations that belong there.
chatlyn connects to your PMS and reads bookings, arrivals and departures, which is what times each message and fills in the guest’s name, dates and room. Ask us about your system; we will show you the setup on your own data.
Most hotels are live within 2 to 4 weeks. Every message can run in test mode before it goes to guests. La Quinta by Wyndham Jumeirah in Dubai was sending WhatsApp messages with benefits and upsell offers to all arriving guests soon after connecting its profile.
More revenue per stay is one part of chatlyn.
Guest journey automation
Messages timed by your PMS, from booking to after check-out.
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WhatsApp for hotels
Offers, answers and your whole team on one WhatsApp number.
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Hotel CRM
Every guest, booking and conversation in one profile, with lists that update themselves.
Explore Case study Spa Resort Geinberg
95% of WhatsApp messages opened, more than 10,000 guests a year.
Read the storyEvery stay has more to offer. Offer it.
chatlyn sends the right offer at the right moment of the stay, on the channel guests read, and answers them until they say yes.