Vienna and Salzburg +70% routine enquiries handled by the AI
A digital first concierge that handles the routine enquiries and passes complex requests to the team.
Front desk 
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026
Reduce front desk workload, not the personal touch
Front desk workload is the time your team spends on calls, messages and requests instead of on the guests in front of them. chatlyn, the AI-Native GRM, answers the questions every hotel hears a hundred times a day, sends the answers before guests ask, and hands your team only the conversations that need a person, with the guest’s history attached.
- The same questions, answered by the AI
- Answers sent before guests ask
- Your team keeps the personal ones
4.9 across review platforms
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
86% of webchat enquiries answered by the AI at Spa Resort Geinberg
~85% of routine enquiries handled by the AI at Hotel Enzian
+70% routine enquiries handled by the AI at Hotel Sacher
54% less time logging in to separate channels at IMLAUER
One shift, told twice
Your team was hired for guests. Not for the Wi-Fi password.
The same questions arrive by phone, WhatsApp, email and webchat all day long. Here is one morning shift at a busy reception.
- 07:00
Twelve overnight messages ask about breakfast, parking and the Wi-Fi password.
The AI answered them overnight. Two need a person and are waiting at the top.
- 08:30
Check-outs queue at the desk while the phone rings with “Where do I park?”
Today’s arrivals already have parking, times and Wi-Fi from the morning message.
- 10:00
A colleague types the spa opening hours into her fifth reply of the day.
Spa questions are answered by the AI from your own spa page.
- 12:15
A guest writes in Czech. The message waits for someone who can read it.
The AI answers in Czech. If it hands over, the team reads it in English.
- 14:00
Shift handover from memory: “Someone asked about a cot, I think.”
Every request is in its conversation, with one owner and internal notes.
- 15:30
A couple arrives for their anniversary. Nobody had time to prepare anything.
The team had time to put flowers in the room. The request came in two days ago.
A shift spent on the same questions, with no time left for the guests who need a person.
The routine answered by the AI, and a team with time for the moments guests remember.
How chatlyn gets you there
Four ways chatlyn takes the routine off your front desk
The AI does not replace your reception. It is the colleague who answers the same questions all day, so your people have time for the guests in front of them.
Answers from your knowledge 
Real hotel example Hotel Enzian ~85% routine enquiries by the AI See the hotel chatbot
Teach the AI once, never answer twice
Upload your house rules, menus and spa list, and add the pages of your website that carry real answers. The AI reads them again on a schedule and answers only from them, in your hotel’s tone of voice.
Questions it cannot answer go to the team and into a review queue with a drafted answer. Approve it once and the question is covered from then on.
Real hotel example Hotel Enzian ~85% routine enquiries by the AI Hotel Enzian trained the AI on its restaurant menus, event schedules, house rules and the surrounding area. It is now the first point of contact on webchat and WhatsApp, around the clock.
Before they ask 
Real hotel example Spa Resort Geinberg 10,000+ guests a year on WhatsApp See guest journey automation
Answer the questions before guests ask them
The surest way to fewer calls is to send the answer first. On the morning of arrival, a message from your PMS tells each guest when the room is ready, when the facilities open, where to park and how to get online.
Quick-reply buttons cover the next questions, such as luggage and dining, so most guests arrive with nothing left to ask.
Real hotel example Spa Resort Geinberg 10,000+ guests a year on WhatsApp On arrival day, Geinberg’s guests receive a “good morning” message with the room time, the thermal bath opening, the Wi-Fi details and quick replies for arrival and parking, luggage storage, dining and good-to-know information.
Handover with context Real hotel example Hotel Sacher +70% routine enquiries by the AI See guest messaging software
Your team gets only the conversations that need them
When a guest needs a person, for a complaint, a special occasion or a group request, the AI hands the conversation to your team straight away, translated and with the guest’s history. A guest can also ask for a person at any time.
Assigning yourself stops the AI in that conversation, and handing it back is one click.
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 handles the routine and passes complex requests to the team, keeping the hotel’s voice and service standards.
No more lists by hand 
Real hotel example IMLAUER Hotels 54% less time logging in See the hotel CRM
The lists your desk no longer has to build
Who arrives today, who is in-house, who leaves tomorrow, whose birthday is this week: chatlyn builds these lists from your PMS and keeps them current on its own.
Send the arrival information to everyone arriving today in one step, instead of working down a printed list.
Real hotel example IMLAUER Hotels 54% less time logging in IMLAUER brought every channel of its hotels into chatlyn and cut the time spent logging in to separate channels by 54%. Its WhatsApp newsletters are opened by 93% of guests.
Real hotels, real results
Less routine, more time for guests
Numbers our customers measured on their own properties.
Upper Austria 86% of webchat enquiries need no staff
The AI answers opening hours, prices, offers and directions on the website, 24/7 including holidays.
Read the case study
Obertauern, Austria ~85% routine enquiries handled by the AI
Trained on menus, events, house rules and the area, the AI is the first point of contact on webchat and WhatsApp.
Read the case study Vienna and Salzburg Case study More time for personal service at Hotel Enzian
Guests at Hotel Enzian book months ahead and forget the details, so reception spent every shift answering the same questions. Now the AI is the first point of contact on webchat and WhatsApp, trained on menus, events, house rules and the area, and pre-arrival messages share the programme for each guest’s days before they ask.
~85% routine enquiries by the AI
~3 s AI response time, 24/7
92% pre-arrival messages opened
For us it is a really, really big help, also for our team at the reception: it’s always the same questions and they are repeating all the time. And then we can concentrate and focus more on the client’s desires and wishes and on the personal demands.
Elisabeth VeitOwner, Hotel Enzian Obertauern Time-back calculator
How many hours does your desk spend on the same questions?
Wi-Fi, parking, breakfast times, the way to the spa. Count the questions your team answers every day and see how much time comes back when the AI takes the routine ones.
Time back for your team, every month
103 hours
That is 13 eight-hour shifts for guests who need a person: arrivals, special wishes, complaints.
Talk to usAn estimate, not a promise. The 86% default is the share of webchat enquiries the AI answered at Spa Resort Geinberg, a chatlyn customer; Hotel Enzian reports about 85% of routine enquiries. The AI replies on WhatsApp and webchat; on email a person always sends.
Front desk tips
How to reduce front desk workload without losing the personal touch
Six ways hotels take repetitive work off reception and give the time back to their guests.
- 01
Find the questions you answer every day
Look through a week of calls and messages. Most hotels find that a handful of questions make up most of the volume.
With chatlyn: the review queue shows every question the AI could not answer yet, so you close the gaps one by one.
- 02
Send the answer before the question
Arrival times, parking, Wi-Fi and breakfast hours can go out on the morning of arrival. Every message sent first is a call that never comes.
With chatlyn: your PMS triggers an arrival-day WhatsApp message with quick replies.
- 03
Let the AI take the routine, around the clock
Night shifts and weekends are when repetitive questions hurt most. An AI that answers from your own information never tires of them.
With chatlyn: the AI answers on WhatsApp and webchat in about 3 seconds, in the guest’s language.
- 04
Keep one inbox, not five apps
Switching between the phone, email, WhatsApp, Instagram and the Booking.com extranet costs minutes every time.
With chatlyn: every channel in one inbox. IMLAUER cut the time spent logging in to separate channels by 54%.
- 05
Hand over with context
A handover that makes the guest repeat themselves doubles the work for everyone.
With chatlyn: the AI hands over with the whole conversation, translated if needed.
- 06
Let the lists build themselves
Arrival lists, in-house lists and birthday lists should not be typed up by hand every morning.
With chatlyn: live lists from your PMS: arriving today, in-house, departing tomorrow, birthdays this week.
Customers 
Reception teams with time for their guests.
"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 front desk workload.
Answer the repetitive questions automatically, send key information before guests ask, bring every channel into one inbox and let guest lists build themselves. chatlyn does all four, and hands your team only the conversations that need a person.
No. It takes the repetitive questions off your team, such as parking, opening hours and directions, so they have time for the guests and requests that need a person. Handover is one click away in every conversation.
Anything covered by the knowledge you give it: your website pages, house rules, menus, spa lists and other documents. At Spa Resort Geinberg the AI answers opening hours, prices, offers and directions; at Hotel Enzian it knows the restaurant menus, the events programme, the house rules and the area.
The AI hands them to your team with the full conversation and a translation if needed. A guest can also ask for a person at any time, and the conversation goes straight to someone who is on shift.
Most hotels are live within 2 to 4 weeks, and our onboarding team sets up the knowledge and tone of voice with you. At La Quinta by Wyndham Jumeirah in Dubai, the AI was answering guests right after the team uploaded its guest directory and a few website pages.
Yes. The chatlyn platform is hosted in Frankfurt, and properties with stricter requirements can opt into EU-only AI processing. The AI only uses the knowledge you give it.
One platform
A lighter front desk is one part of chatlyn.
Hotel chatbot
The AI that answers the routine on WhatsApp and your website.
ExploreGuest journey automation
Arrival information sent by your PMS before guests have to ask.
Explore
Guest messaging software
Every channel in one inbox, with handover, owners and translation.
Explore Case study Hotel Enzian
About 85% of routine enquiries handled by the AI.
Read the storyGive your front desk its time back to guests.
chatlyn’s AI answers the questions your team hears every day, sends the answers before guests ask and hands over only what needs a person.
Dedicated onboarding team Live in weeks, not months GDPR compliant