Hoteldirektor bei Hotel IMLAUER & Bräu Salzburg in Austria gave chatlyn 5 stars. Read the full review...

Review of chatlyn

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What do you like most?

Running five properties in three regions, my concern was never whether guests would write to us. They already do, on WhatsApp, on Booking.com, on the website, by email. The concern was that four front offices were answering the same questions four different ways. chatlyn gave us one guest communication platform for the whole group, so a question about parking at the Pitter in Salzburg and a question about the spa at Schloss Pichlarn now land in the same inbox and get answered with the same standard. We were not new to AI when we switched. We had a hotel chatbot from a well-known provider before, and on a good month it handled about 6% of guest enquiries without a colleague stepping in. Everything else came back to the front desk. With chatlyn the AI resolves around 93% of all enquiries on its own, in eight languages, and hands the remainder to a colleague with the full conversation attached. Across the group that is roughly 2,400 guest conversations a month that no longer wait for someone to finish checking in a coach group. Our teams still talk to guests all day. They just spend that time on the requests that need a person. What I value as a director is that I can see it. Response times, open conversations, which property is under pressure on a Friday afternoon. For a hotel group, that visibility is worth as much as the automation itself.

What do you dislike or think could be improved?

Overall, Chatlyn is a great solution for modern guest communication and a valuable part of our IMLAUER hotel tech stack.

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