The hotel CRM that talks to your guests.
A hotel CRM stores bookings. chatlyn also keeps every conversation, on every channel, and uses it to start the next one.
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Used in more than 100,000 hotel rooms worldwide
Every hotel sends the same newsletter. Nobody writes back.
Most hotel CRMs are a mailing list with extra steps. The offer goes out from an address called no-reply, to the whole list, into an inbox where forty other hotels said the same thing this week. It was never built for an answer, so it never gets one.
95%WhatsApp open rate Same resort, same offers: Spa Resort Geinberg
- Nobody can answer A message from no-reply is a monologue. The guest deletes it because they are not expected to do anything else.
- Everyone gets the same The spa lover, the family and the business traveller all receive one offer, written for nobody in particular.
- Quiet during the stay The CRM wakes up at check-out to send a survey. While the guest is in the house, it has nothing to say.
A CRM remembers. chatlyn acts.
- Stores bookings and contact details Holds bookings, spend and every conversation on one profile
- Sends newsletters from no-reply Starts conversations guests answer, and someone replies
- One email to the whole list Each segment gets its own message, filled with its own guest data
- Segments someone exported in March Live segments and AI tags, current every time you use them
- Quiet while the guest is in the house There before arrival, during the stay and after it
- Knows who stayed Also knows who asked and never booked
Hotel CRM software with one profile per guest, on every channel
A guest who emails in March, writes on Booking.com in April and answers on WhatsApp in June is one person. chatlyn treats them as one: every channel resolves to the same profile, with the stays and spend from your PMS beside every message.
- Phone, email, Booking.com, webchat, Messenger and Instagram on one record
- Stays, rooms and spend from your PMS, read-only, from the day you connect
- Prospects count too: everyone who writes becomes a contact, not only guests with a stay
- Duplicates merge into one profile, with an undo
Webchat 
Messenger 
Instagram Start a conversation, not another campaign
Open on WhatsApp, where guests actually read, and let them answer. The reply lands in your inbox with the profile beside it, and the conversation carries on wherever the guest writes next.
- WhatsApp messages to a live segment, in each guest’s language
- Guests answer with a tap or in their own words, and someone replies
- The AI handles the routine on WhatsApp and webchat; on email it drafts and your team sends
The same weekend, written for three different guests
Personalisation is more than a first name in the subject line. The AI tags every guest from what they booked and what they said, segments stay current on their own, and each one gets a message written for it.
Lukas · family 
Martina · business Segments are saved filters, so they are right every time you open them. No export, no list to maintain.
Everyone who asked about Easter. Including the ones who never booked.
A hotel CRM knows who stayed. It has never heard of the guest who asked about Easter, compared your prices and went quiet. chatlyn has the conversation, so next spring you can ask them again.
- AI tags guests from what they write, not only from what they book
- Segments combine conversation tags with stay data and your own attributes
- One click from the segment to a WhatsApp message
Your PMS stays. The rest becomes one.
Most properties run a CRM, a newsletter tool, a chatbot and an inbox side by side, each with its own half of the guest. chatlyn does their work on one guest profile.
chatlyn, the AI-Native GRM Hotels that talk to their guests, not at them.
"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
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.
Hotel CRM software: questions and answers
A hotel CRM is software that keeps one record per guest: who they are, the stays they have had and how to reach them. It differs from a generic CRM because the record is built around stays and arrivals rather than deals and pipelines.
In hospitality, a CRM (customer relationship management system) keeps the relationship with each guest in one place: contact details, stays, preferences and spend, so a hotel can recognise returning guests and market to them. The newer approach is guest relationship management (GRM), which adds the conversations themselves and acts on them.
A classic hotel CRM is good at one thing: storing guests. The best hotel CRM software also talks to them. When you compare the top hotel CRM systems, ask whether each one holds the conversations as well as the bookings, reaches guests on WhatsApp instead of only by email, keeps segments current on its own and connects to your PMS. That is what chatlyn was built for: the first AI-Native GRM, which unifies every guest profile, starts the conversation and personalises it from what guests actually said.
A CRM records what happened and usually sends one-way newsletters. A guest relationship management platform also holds what was said and acts on it. chatlyn keeps every conversation on the guest profile beside the bookings, starts conversations guests can answer, and lets you reach the people who asked about something, not only the ones who stayed.
No. You can keep it. chatlyn adds what a CRM has never had: the conversations, and a way to act on them. Many properties find that once the profile, the segments and the messaging live in one place, the separate CRM and newsletter tool stop being opened.
Because guests read it and can answer. At Spa Resort Geinberg, WhatsApp offers are opened 95% of the time, against about 20% for email. More importantly, a guest can reply to a WhatsApp message, and that reply is where the upgrade, the dinner or the next stay gets booked.
We integrate with the major hotel PMS platforms, including Oracle OPERA Cloud, Oracle OPERA on-premise, Mews, apaleo, protel, Guestline, Casablanca, Clock PMS+, ASA and FO Cloud. The connection is read-only: chatlyn reads your bookings and never changes anything in the PMS. Our team sets it up with you.
Yes. As an OPERA hotel CRM, chatlyn connects to Oracle OPERA Cloud through OHIP and to OPERA on-premise, and reads reservations one way without ever writing back. Stays and spend from OPERA land on each guest profile next to every conversation, so OPERA stays your PMS and chatlyn becomes the guest CRM your team works in every day.
Contacts can be imported by CSV. Bookings and conversations are on the record from the day you connect, and every channel syncs from that moment. Importing past bookings from a one-time file export is coming.
Yes. chatlyn is hosted in Frankfurt, and personal data is masked before any request reaches an AI model, with no direct connection to an external AI provider. Properties with stricter requirements can opt into EU-only AI processing. Guests talk to your property, never to chatlyn, and are told when an AI replies.
Most hotels are live within 2 to 4 weeks. Our onboarding team connects your PMS and your channels and sets up your first segments with you.
Part of one platform.
Guest messaging software
Where the record is read and written: one inbox with the profile in the sidebar of every conversation.
ExploreGuest journey
What a segment does next. Messages triggered by arrival, departure or birthday, sent without anyone remembering.
Explore
WhatsApp for hotels
The channel a segment sends on, at open rates email cannot reach.
Explore
Case study IMLAUER Group
Nine properties on one guest record: AI resolution from 6% to 93%, and 54% less time lost switching between channels.
Read the storyStop sending newsletters. Start talking to guests.
One profile per guest, every channel and every conversation, and messages your guests actually answer. See it with your own property in mind.