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Review of chatlyn

9
Fewer routine enquiries and faster guest replies — with a human handoff when needed
Rooms Operation Manager from 75-99 room City Center Hotels in Salzburg (Austria)
Verified
10 days ago
Products Reviewed
Guest Messaging Software
What do you like most?
When I first wrote about chatlyn in 2023, we were mainly using it as an omnichannel inbox to stop chasing messages across five apps. Two years later it runs a large part of our guest journey. A guest books, and three days before arrival they get a WhatsApp message from us with check-in details and the option to add a late checkout or a table at the restaurant. During the stay, the AI concierge answers the everyday things at any hour: breakfast times, the sauna, how to get to the Festspielhaus. After departure, we ask for a review while the stay is still fresh. The part guests notice is speed. The chatbot answers in about three seconds, at two in the morning as much as at two in the afternoon. The part my team notices is quieter phones and shorter queues at reception in the morning. We handle around 40% fewer routine enquiries by hand than we did before, and the ones we do handle arrive with the guest's booking and previous messages already there. Roughly one in five pre-arrival messages now comes back with a late checkout or a dinner reservation added, which used to depend on someone remembering to ask at check-in.
What do you dislike or think could be improved?
I was skeptical about a hotel chatbot writing to our guests. What convinced me was reading the transcripts. It sounds like us, it knows our houses, and when it is unsure it says so and passes the guest to me.
4.5
Excellent
Ease of Use
4.0/5
Customer Support
4.0/5
ROI
4.0/5
Implementation
4.0/5

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