Why it matters:
In 2019, before the pandemic, NH was already looking for a solution to digitize its guest experience. A pilot project was launched with STAY at an iconic property: Madrid’s NH Collection Eurobuilding. The hotel’s typology was a great fit for the platform because it offers its guests many customized services. This first pilot experience was really good for testing some of the features and analyzing their metrics to validate different hypotheses and be able to establish objectives and goals for the roll out of the platform on a larger scale.
Taking into account all the learnings of this first pilot, a second pilot project was launched. This time STAY was implemented in a hotel outside of Spain: the nhow Berlín. Despite it being a different type of hotel with different needs and workflows, the solutions and metrics were also really good.
The positive results in these two hotels served as proof of concept to start the first phase of implementing STAY on a larger scale. With the main objective of advancing NH Hotel’s digitization process, STAY was rolled out in 8 more hotels. Prior to this, some features were developed and remade to adapt them to these hotels’ needs, such as Room Service.