chatlyn is a guest communication platform for luxury and ultra-luxury hospitality. It brings WhatsApp, email, webchat, Instagram and Facebook Messenger, Airbnb and Booking.com into one inbox, connects to your property management system, and answers routine guest questions with an AI chatbot, so your team gives its time to the guests who need a person.
More than 1,000 hotels worldwide work with chatlyn, from private-island resorts to grand city properties and multi-property collections, including Hotel Sacher, Soneva Fushi, The St. Regis Le Morne Resort, the IMLAUER Group and Spa Resort Geinberg.
One inbox for every guest channel
Conversations from the WhatsApp Business API, email (Gmail, Outlook including shared inboxes, IMAP/SMTP), your website's webchat widget, Instagram and Facebook Messenger, Airbnb and Booking.com arrive in one place. Your team assigns conversations to agents or teams, adds labels and private notes with @mentions, translates messages, uses AI-suggested replies, and filters by status, channel, assignee or saved custom views. Reservation data from your PMS appears beside each conversation, so agents reply with the guest's arrival date, stay details and booking history in view.
First-level AI support on WhatsApp and webchat
The AI chatbot answers repetitive questions (opening hours, spa times, parking, policies) from a knowledge base you provide, in around three seconds, at any hour and in the guest's language. Guests reach a person whenever they wish, by tapping a button or asking, and agents can take over any conversation at any moment. The AI informs and guides; it does not make or change reservations. At the IMLAUER Group it resolves 93% of queries; at Spa Resort Geinberg it answers 86% of webchat questions without staff involvement.
Guest journey automations triggered by your PMS
Reservation events (booking created, pre-arrival, check-in, check-out, departure) trigger WhatsApp messages at the moment you choose: immediately, after a delay, or at a set time such as 09:00 on arrival day. Messages use Meta-approved templates with merge fields for arrival date, check-in time and other reservation details, are sent in the guest's preferred language when a version exists, and can carry an SMS fallback that fires only if a WhatsApp message cannot be delivered. Cancellations and booking changes update the queue on their own, and ready-made template drafts for each reservation event give you a starting point, from pre-arrival information to a post-stay message that invites a review.
WhatsApp, within Meta's rules
chatlyn runs on the WhatsApp Business API: no five-device limit, template creation and Meta approval handled inside the platform, per-message tracking of sent, delivered, read and failed, and sends to static or dynamic guest lists for offers such as upgrades, spa treatments, dining or late checkout. Spa Resort Geinberg reaches more than 10,000 guests a year on WhatsApp with a 95% open rate.
Reporting your front office can act on
Reports cover first response time, resolution time, customer waiting time, and conversation volume by agent, team, label and channel, along with the delivery status of every sent template. Everything exports to CSV.
Works where your team works
iOS and Android apps with push notifications keep agents responsive away from the desk. At The St. Regis Le Morne, 30 butlers answer guests on a single WhatsApp number in under five minutes, around the clock, with every reply written personally. A browser extension for Chrome and Edge brings chatlyn's AI to any webpage for translation and drafting.
PMS integrations
chatlyn integrates with Oracle (OHIP and OPERA on-premise), protel, Mews, Apaleo, Guestline, Clock, FO Cloud, ASA, Casablanca and Sihot. One PMS connects per account, with multi-property support where the PMS provides it, and the chatlyn team sets up the connection with you.
Built for luxury hospitality
chatlyn concentrates on properties that compete on service: five-star hotels, resorts, collections and groups with international guests, premium facilities and concierge-level expectations. It is not built for short-term rentals, travel agencies or tour operators, and it works best with a supported PMS.
Average Rating: 5.0/5.0
Total Reviews: 1
How Do G2 Users Rate chatlyn?
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Ease of Use: 10.0/10 (Category avg: 9.1/10)
Who Is the Company Behind chatlyn?
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Seller: chatlyn
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Year Founded: 2023
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HQ Location: Vienna, AT
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LinkedIn® Page: www.linkedin.com
17 employees on LinkedIn®
What Do G2 Reviewers Say About chatlyn?
AI-generated summary from verified user reviews
Pros
- Users praise AI efficiency of Chatlyn, enhancing communication across platforms with fast, accurate responses and excellent support.
- Users praise Chatlyn for its exceptional customer support, ensuring seamless management of online conversations across platforms.
- Users find Chatlyn's platform to be incredibly easy to use, making online conversation management seamless and efficient.
- Users commend Chatlyn for its exceptional support and technology, effectively managing online conversations across multiple platforms.
- Users highlight the intelligent and efficient messaging features of Chatlyn, enhancing customer interactions across platforms.
