Guest journey automation that upsells every stay
Your PMS decides when, WhatsApp carries the message. From booking to the day after check-out, every guest gets the right offer in their language, when they are most likely to say yes.
- Timed by your PMS
- An offer at every moment
- In the guest’s language
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Used in more than 100,000 hotel rooms worldwide
One guest journey, five moments to upsell
Each moment is an event in your PMS with its own timing. chatlyn sends the message by itself, in the guest’s language, and the guest answers with a tap.
Open the WhatsApp line the moment they book
The confirmation makes the guest reachable on WhatsApp. Keep it clean, then follow with an offer message of its own while the excitement is fresh.
- Room upgrade
- Breakfast package
- Airport transfer
Sell the stay before they pack
Days before arrival is when guests plan. Put the upgrade, the spa and the arrival breakfast in front of them, one tap away.
- Early check-in
- Spa treatments
- Celebration extras
- Parking
Fill tonight’s tables and today’s spa slots
On the day they arrive, guests decide how to spend the evening. A message with tonight’s table and today’s free treatments turns that into revenue.
- Dinner table
- Same-day spa
- Excursions
Make leaving a little later worth it
The evening before departure is the natural moment for a late check-out, one more night or a transfer to the airport.
- Late check-out
- Extra night
- Transfer
Turn a good stay into the next booking
Two days after check-out, the stay is still vivid. Ask for the review and invite them back while they still remember the view.
- Return stay
- Gift vouchers
- Review request
- No WhatsApp? Key information goes out by SMS instead.
- A cancelled booking stops every message after it.
- Sent in the language the guest booked in.
Everything guest journey automation can sell for you
Every offer your team already sells at the desk, sent at the moment the guest wants it. Pick the moment to see what it carries.
- Room upgrades A better view or a suite, offered while the trip is being planned. Booking Before arrival
- Early check-in For guests on the morning flight who want their room before 15:00. Before arrival
- Late check-out Offered the evening before departure, when the question is on their mind. Check-out
- Extra nights One more night at the end of the stay, before the room goes back on sale. Check-out
- Spa and treatments Massages, day passes and couples’ rituals, booked before the slots fill up. Before arrival Check-in day
- Breakfast and dining Breakfast packages, half board and the arrival breakfast after an early flight. Booking Before arrival
- Restaurant tables Tonight’s table, offered on the day of arrival. Check-in day
- Parking and transfers Garage spaces, airport pick-ups and the ride back. Booking Check-out
- Activities and excursions Boat trips, tastings, ski passes, guided tours: whatever your area offers. Check-in day
- Celebrations Flowers, cake or champagne in the room for birthdays and anniversaries. Before arrival
- Gift vouchers A stay or a spa day to give away, offered to guests who loved theirs. After the stay
- The next stay An invitation back, sent while the memories are fresh. After the stay
How a tap becomes revenue
- Straight to your booking engine Link buttons open your booking engine, shop or spa booking page, so the guest pays where you already take payments.
- Or a reply your team confirms The request lands in your inbox with the booking beside it. Your team confirms and adds it in the PMS.
- The AI answers the questions in between Is the spa open on Sunday? Can we bring the dog? The AI replies on WhatsApp, day and night, and hands over when a person should.
The booking confirmation opens the conversation
Your PMS tells chatlyn when a guest books, arrives and leaves. Each moment sends a WhatsApp template with the guest’s name, dates and room already filled in, at the timing you set, from minutes to months before or after.
Messages go to the booker’s phone in their language. A cancellation stops everything still scheduled for that booking.
In the room, one scan away
A QR code on the room card or at the pool opens WhatsApp with your concierge menu: spa times, dinner, excursions, with photos, buttons and lists of up to ten options.
The scan starts the conversation, so the whole menu is free to use inside WhatsApp’s 24-hour window, and your team only confirms.
See which offer gets the tap
Every step of every journey is counted. You see how far guests get, which offers they click and which messages were delivered, read or failed.
Tracked links carry UTM parameters, so the clicks also show up in your Google Analytics.
Case study 95% of WhatsApp messages opened at Spa Resort Geinberg
Geinberg reaches more than 10,000 guests a year on WhatsApp: a morning message on arrival day with times, Wi-Fi and quick replies, and offers for the chalets, the sauna lounge and the adults-only spa.
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.
Build your quote
Three questions. They go straight to the person who will prepare your quote, so the first conversation starts with your setup rather than with the basics.
Almost there
We have your setup. Add your contact details and we will come back with a quote built around it.
Real results, real teams.
"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 journey automation.
Guest journey automation sends each guest the right message at each moment of their stay without anyone on your team pressing send. With chatlyn, your PMS reports the booking, the arrival, the check-in, the check-out and the stay itself, and each event sends a WhatsApp message in the guest’s language at the timing you choose. Most of those messages carry an offer.
Five: booking created, arrival, check-in, check-out and post stay. For each one you set the timing, from instantly to minutes, days or months before or after the event, and the message that goes out.
Two ways. A link button opens your booking engine, shop or spa booking page, so the guest pays where you already take payments. Or the guest replies in the chat, the request lands in your inbox with the booking beside it, and your team confirms it. The AI answers questions on WhatsApp along the way, but it never books or changes a reservation itself.
Each moment can have an SMS fallback, so key information like check-in times still reaches the guest. SMS is one-way: guests cannot reply to it, so offers work best on WhatsApp.
Each message goes out in the language the guest booked in, taken from your PMS. You write a template once, the AI helps translate it, and each translation is approved by Meta.
A cancellation stops every automated message still scheduled for that booking, so nobody gets a spa offer for a stay that is no longer happening.
Not if the messages are about their stay. Meta limits how many marketing messages each person can receive per day across all businesses, and we recommend one offer per guest every week or two. Messages about the booking itself, like check-in details, are not limited.
We integrate with Oracle OPERA Cloud, Mews, apaleo, protel, Guestline, Casablanca, Clock PMS+ and other systems. The connection is read-only and set up by our team. Tell us your PMS on a call and we will confirm what your setup supports.
Most hotels are live within 2 to 4 weeks. Our onboarding team connects the PMS and builds the first journey with you, so you never start from a blank page.
The guest journey is one part of chatlyn.
WhatsApp for hotels
The channel every journey message travels on, run on the Business API.
ExploreHotel chatbot
The AI that answers when guests reply, from your own knowledge.
Explore
Hotel CRM
The guest profile behind every message: stays, spend and every conversation.
Explore
Case study Spa Resort Geinberg
95% of WhatsApp messages opened, 10,000+ guests a year reached.
Read the storyLet every stay sell a little more.
Your PMS times the message, WhatsApp delivers it, and guests book the extras they wanted anyway. Your team keeps the conversations that need a person.