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What is a hospitality app and how does it impact customer experience? In the wake of the pandemic, the hotel industry has undergone a massive digital transformation with automation and digital solutions spreading throughout hotel properties of all shapes and sizes. Travelers are demanding more control over their stay and personalized experiences than ever before. A hotel mobile app is a downloadable digital solution for smartphones and tablets that serves as a key touchpoint for hoteliers to elevate their guests' experience during their stay. Mobile apps allow hotels to connect with their gues... Read the full Guest Apps software overview

10 Best Guest Apps

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Winner Badge
2022 Best Hotel Software
Hoteliers voted Duve as the #1 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Duve App

HotelTech Logo score
HT SCORE
100 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Engage with your guests from the moment the booking is confirmed, offering them access to information, recommendations, upsells, and more. Your branded guest app includes a person...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Winner Badge
2022 Best Hotel Software
Hoteliers voted Duve as the #1 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Mews as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Mews Online Guest Services

HotelTech Logo score
HT SCORE
99 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Put your guests in control of their experience from the moment they book, with a range of guest services available via web app on mobile, tablet and laptop. Less paperwork, less b...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Mews as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted INTELITY as the #2 Hotel Guest Apps provider in the 2022 HotelTechAwards
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INTELITY Guest Mobile Apps

HotelTech Logo score
HT SCORE
97 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Optimize your business and offer a premier guest experience via our hotel guest mobile apps. INTELITY offers feature-rich mobile apps tailored to independent properties, multi-pro...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted INTELITY as the #2 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Betterspace GmbH as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Better.Guest Hotel App (by Betterspace)

HotelTech Logo score
HT SCORE
89 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Reach your guests no matter where and when with the smart web app without any download or time-consuming installation. Present your hotel offers prominently on your guests' smartp...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Betterspace GmbH as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Vamoos as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Vamoos

HotelTech Logo score
HT SCORE
88 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Vamoos delivers a bespoke digital concierge app that elevates your guest's experience and drives service. It puts the entire experience at the guest's fingertips, including featur...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Vamoos as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Crave Interactive as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Crave AppLess Mobile

HotelTech Logo score
HT SCORE
85 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Guests gain instant access, on their own mobile device, to the services and information they want via a quick scan of a QR code. A solution specifically designed for the hospitali...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Crave Interactive as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted hub OS as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Hub OS Guest in Touch

HotelTech Logo score
HT SCORE
83 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Web-app solution for contactless communication between the guest and the hotel In a time that contactless communication is so important, it's very important to give your guests th...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted hub OS as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Criton as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Criton

HotelTech Logo score
HT SCORE
83 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Criton is an award-winning guest engagement platform which simplifies digital transformation, enabling hoteliers to deliver the perfect digital guest journey and maximise in-stay ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Criton as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Runtriz as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Runtriz

HotelTech Logo score
HT SCORE
80 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Runtriz Mobile Guest Engagement Solutions provide properties with scalable, flexible, easy to use applications, which drive revenue, improve customer loyalty, and increase NPS and...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Runtriz as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Bowo as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Bowo - Guest App

HotelTech Logo score
HT SCORE
76 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Bowo is the most advanced hospitality solution on the market when it comes to guest experience. We help hoteliers in their strategy (upsell, communication, digital marketing, loy...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Bowo as the #3 Hotel Guest Apps provider in the 2022 HotelTechAwards
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Recent Hotel Guest Apps Articles

How Smart-Room Tablets Can Fill in Gaps for a Reduced Staff

by
Pilar Caballero
4 months ago

In 2020, the hospitality industry had to quickly jump on board with mobile platforms as a result of the pandemic requiring a focus on contactless options. After a year of focusing almost exclusively on mobile, the topic on everyone's mind now is the industry-wide staffing shortage. For many hoteliers, conversations around investing in new tech have been put on the back burner in the scramble to address staffing issues. But staffing concerns and contactless tech are not unrelated; in fact, smart-room tablets specifically have a lot to offer reduced staff teams to elevate guest experience and, for properties with mobile platforms, complement existing tech.   The Lean Team’s Perfect Companion First and foremost, a smart-room tablet is an information hub that frees up valuable time for staff. It provides quick communications, service requests, and updates. It can take over the role of compendium and act as an in-room concierge—all while remaining easy to maintain and update. And with tablets creating better staff workflows and saving employee hours, a reduced staff can spend their time attending to in-person needs. Replacing clunky physical compendiums with digital compendiums saves staff from having to manually update information. Instead of needing to print out new sheets and replace them in every room for even a minor update, your staff can add changes at any time, with just a few taps. Beyond that, there’s also a huge potential for new revenue; in-room tablets offer a landing point for high-impact visuals for promotions—if there’s something you want to make sure your guests see, this is the place to put it.   The Always Available, In-Room Helper One problem facing the entire industry in the wake of staffing shortages, is inability to have the same standard of personalized guest experience as when all positions are filled. For hoteliers looking for solutions to add a personal touch to every guest’s stay, tablets can help. It can be as simple as setting a custom greeting to welcome them by name when they walk into their room for the first time. Or, for an even more luxurious experience: putting temperature controls and a digital compendium within an arm’s reach of their bed, offering a dedicated in-room device that can meet their needs any time of the day or night. Both a practical tool and a luxury experience, tablets offer an opportunity for hotels to go above and beyond to impress guests, without adding extra work for staff. And for properties that don’t have an app, the tablet can be a one-stop shop for dining, amenities, service requests, and more. Smart-room tablets provide nearly all of the benefits of an app, while remaining easily accessible to guests and requiring little upkeep from staff.   Meet the Perfect Mobile Companion For properties that do have a mobile platform, tablets offer a more holistic digital experience for guests when they are in their room. As guests continue to become more tech-savvy, dedicated in-room devices for all things information, communication, and control is right up their alley. Mobile and tablets work together to make the guest experience as smooth and simple as possible at every step in the guest journey. It's a better experience, one that facilitates better service and builds guest loyalty. Plus, one distinct and powerful advantage smart-room tablets have over mobile tech is a nearly 99% guest engagement rate.1 One thing you can know for sure when looking to invest in in-room tech: if the tablet is there, guests will use it. So there you have it. Without an app, tablets provide the convenience and communication opportunities of an app plus the extra features exclusive to the in-room experience. And paired with an app, smart-room tablets create a holistic digital experience for both guests and staff. Either way, tablets can help shoulder the burden of having reduced staff while heightening the guest experience overall.    1 Internal INTELITY reporting and customer data, 2021.

4 Hotel Tech Tools for the Post-Pandemic Travel Surge

by
Sandra Holland
4 months ago

It’s no secret that the travel industry was one of the most prominent industries affected by the COVID-19 pandemic. In fact, the U.S Association of Travel reported that the United States lost around $500 billion in travel spend, and the United Nations World Tourism Organization reported international tourism plummeting between 20%-30% in 2020. But it’s not only airlines within the industry who suffered.  Hoteliers too, have felt the devastating effects on their bottom line. With more than one third of hotels claiming bankruptcy in 2020 and 77% laying off critical workers, McKinsey and Company declared hotels “among the hardest hit” during the pandemic.  2020 was undeniably a tumultuous time for hoteliers, however, with vaccines rolling out and safety measures improving around the globe, the future for hospitality looks more bright than bleak. In fact, it was predicted by Statista that “as a result of increasingly affordable flight rates and cheaper oil prices, passenger and cargo air traffic are estimated to grow substantially through 2039.” What’s more, McKinsey and Company predicted revenue per available hotel room (RevPAR) returning to very near pre-crisis levels in 2022. With a more than devastating past few years, the coming months will remain pivotal time for hotels to harness in order to prepare for a surge in travel and return to a thriving business. In that case and in order to prepare you for an influx of guests with new preferences, we’re sharing our top tools to consider, in a post-Covid world, so you can maintain efficiency and build customer satisfaction.   4 Tools to Consider For The Post-Pandemic Era Over the course of 2020, the number of customers opting for technology to combat face to face communication, increased radically. Social media grew as a customer service channel, check-in and check-outs became streamlined through online portals and QR codes created a safe and effective way for customers to place orders.  During the pandemic, technology wasn’t a nice to have, but rather a necessity in order to communicate and win customers. McKinsey even reported that the “responses to COVID-19 sped the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.” In addition, according to Gursoy’s, COVID-19 Study 2 Report: Restaurant and Hotel Industry, the majority of hotel customers (70.42%) believe that the use of various technologies in service delivery is necessary in the COVID-19 environment in order to minimize human-to-human contact. Some examples include; service robots, digital menus that can be viewed on personal mobile devices via QR codes, contactless digital payments, keyless entry, touchless elevators, etc. For hotels, the next year will be a critical time to set a foundation of service and enhanced experience in order to win loyalty. In this next section, to support your hotel endeavours with the influx of customers, we’ll take a look at technology-based tools to help meet customer needs and streamline operations for maximum efficiency. Safety Satisfaction Measurement According to McKinsey and Company, when asked “what it would take to get [travelers] to travel again, most stated additional health and safety measures.” Post-pandemic, an integral part of improving satisfaction and maintaining hotel operations, will be the need for improved safety measures. This means, following regulations, taking extra precaution and then measuring guest satisfaction to see how you’ve performed. Measurement will be a key factor here, as you can understand critical touch points like room cleanliness, satisfaction with contactless check-in, ease of check-in with rapid tests, room service and more, to continuously improve the experience. Self-Service Options Even before the pandemic, people around the world were shifting towards a more digital approach to business interaction. The pandemic, in this instance, simply accelerated that pace, pressuring businesses to consider innovative ways to incorporate technology. For hotels, self service options will be paramount in a thriving customer experience. Whether it be in the form of a chatbot on your website answering frequently asked questions, a portal on your website for check in and check out, or an OnDemand ordering system for room service. By having self-service options in place, you reduce employee error and meet customers where they are for a streamlined journey.  Consolidated Messaging  As a result of shifting to digital capabilities, McKinsey also noted the acceleration of digitized customer interactions. A whopping 3 years ahead of its time, customers have quickly adopted contactless communication channels like guest messaging via text, Facebook Messenger, email, WhatsApp and more, in order to adhere to new regulations and increase the feeling of safety.  With these new preferences, a digital inbox, or messaging platform with a centralized inbox will become imperative to meet the influx of digital channels. It’s important to note that we are specifically referring to an inbox that can retrieve a number of different channel types in one consolidated inbox. This will make responding easy and efficient for employees, as toggling through different tabs or windows will become daunting in an era where customers are regularly channel hopping.  Task and Ticketing Software In addition to customer facing technology, back of house, or operational software will also become an essential tool to ensure all functions are running smoothly and managers are able to keep the experience thriving. For many hotels, ticketing software may already be in place, however for the post-pandemic era, an intuitive software will be essential. Not only does an intuitive ticketing platform provide housekeeping, reception, restaurant staff and more, accountable through real-time tags and mentions, but it also ensures everyone has visibility into tasks to identify time-saving opportunities. In addition, it adheres to contactless preferences. Employees can communicate via staff collaboration software without ever having to meet - lessening the number of interactions and bolstering employee confidence.    Final Thoughts Almost everyone, in some capacity, has been affected by the COVID-19 virus. It was unprecedented and many suffered. Although adopting technologies and being hyper aware of the current situation is key, it’s also very important to be cognisant of guest feelings and unease. For the post-pandemic era, flexibility and understanding should be paramount in the new travel experience. This means taking a new stance on cancellation policies, allowing flexibility with trip modifications, actively listening to your customers, acknowledging frustrations and making a point to do better. Working hand in hand with your biggest advocates, your team, and new guests, you can strengthen your operations and propel your hotel to deliver a memorable post-pandemic guest experience.

4 Common Hospitality Tech Stack Pitfalls (and How to Avoid Them)

by
Matthew Lynch
6 months ago

In the age of technology, connectivity is critical to property and brand-wide success—and it affects every aspect of rising industry trends around security and mobile payments. To find the right vendors and put the right tech in place, you need the right information. You need to know how the tech you’re looking at is going to integrate with the systems you already have in place. So before anything else, view the tech through the lens of your SOPs. What would a day in the life of your staff look like? Are there significant gaps in functionality or connectivity? If so, it’s a no-go right from the start. If not, it’s time to dig into specifics. Here are four key pitfalls for hoteliers to know and avoid in order to find success:   1. Hotels have more technology than ever—and when systems don’t communicate, the business consequences can be devastating. Between your PMS, POS, and staff collaboration tools, there’s plenty to worry about. Add in guest-facing tech and hotels can suddenly have more different solutions than time to sift through them. And if a single cog in the machine isn’t working in conjunction with other things, it can be a disaster for operations. Before signing up with a new vendor, make sure what they’re offering will integrate with the critical systems your property already uses on a daily basis. Your tech should maximize your staff’s efficiency, not add extra stress or unnecessary steps. To further ensure a quality integration, look for a vendor that builds their integrations directly. A more advanced integration is much more likely to be certified or otherwise validated by others.   2. When operations suffer due to bad integrations and siloed data, the guest experience suffers as well. When systems don’t communicate, information is either duplicated or never shared at all causing guest requests to never get fulfilled or get fulfilled twice. And this isn’t something staff can be expected to handle or track. The reality is, many simpler integrations pass less information which creates a shallow and less efficient system. Make sure you are getting integrations with depth—the more information your systems can share the better. If you want to ensure the vendor you are looking at has effective integration and consistent guest satisfaction, go to the source. Ask to speak to a customer who is currently using the integrations you need. Get your questions answered by someone who can vouch for how things affect the guest experience and day-to-day operations.   3. Security is absolutely essential to connectivity. Here’s what to watch out for on that front.  If a vendor declines a security audit, there’s a reason. A good place to start is by asking if their integrations meet industry standards from organizations like HTNG (Hospitality Technology Next Generation) or OTA (OpenTravel Alliance). Are they directly involved with those industry organizations? And find out if they have regular security audits. No confident vendor declines a security audit. They aren’t easy for anyone, but they’re necessary and they exist for a reason. You need to know if their system is secure. Declining an audit is a huge problem and an indicator a vendor may not be all they say they are. Seasoned vendors will understand that request from the beginning.   4. Payments are among the highest levels of integration to achieve and the thing everyone wants right now. Payments are the most in-demand integration: are the vendors you’re looking at prepared? If a vendor has payments capabilities right now, that’s an indicator they’re advanced and up to speed on the latest developments in hospitality. Ask: Do they process or facilitate mobile payments—namely, do they leverage a PCI-compliant payment gateway that has authorization and settlement capabilities specifically for lodging? If they do, huge green light. If not, a little worrying. Beyond the overall importance of connectivity and how it affects trends like security and payments, buyers should be looking for a trustworthy vendor above all else, and knowing which questions to ask during the buying process plays a key role in determining that. So there you have it: those are some of the red flags you should be watching for—but what are the green flags? If you want to find a vendor partner that goes above and beyond, there are two quick things to check for: a dedicated team for integrations and a product roadmap that demonstrates ongoing commitment to innovation. If a vendor has both of those things, they’re likely not just good at what they do, but great at it. For more in-depth vendor questions, check out 10 Questions to Ask Vendors Before Your Next Purchase.  

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Recent Hotel Guest Apps News & Community Updates

Duve Named Best Guest App & Best Contactless Check-in Finalist

Duve
6 days ago

DUVE, formerly WISHBOX, announced today, in collaboration with Hotel Tech Report, their recognition as 2022’s Best Guest App, as well Best Contactless Check-in Finalist by Hotel Tech Report. HotelTechReport hosts the yearly HotelTechAwards - the industry’s golden standard for rating hospitality vendors, based on customer feedback, as well as integration compatibility, organizational health, partner network strength, and customer support quality. These awards reflect both Duve’s commitment to the hotel industry as well as the continued trust and support from our valued customers and partners, and is the fuel we thrive on to push more boundaries and continue to evolve our platform. Duve’s holistic platform provides hoteliers with a unified guest management platform which covers the entire digital guest journey from contactless check-in, through a branded guest app, a multi-channel communication hub, and an eCommerce/upselling platform offering the right service to the right guest at the right time. Duve enables every hotelier to easily offer their guests a personalized experience, tailored to their needs, in their own language available for them 24/7 at their fingertips. Duve currently operates in over 60 countries, and supports over 120 integration partners, across all major OTA’s, PMS’s, PSP’s, Digital Key providers and 3rd-party vendors. “It is very exciting to get recognition for Duve's success from our industry and our customers. The team and myself invest special efforts to offer the most advanced guest management platform to our customers and their guests, and it’s amazing to see the feedback that we are receiving. It really feels like we are now creating the new digital standard for hotels” says David Mezuman, Co-Founder and CEO of Duve. “I am thankful to all of our customers, our partners, and our awesome team for helping us to achieve this great milestone. We’ll keep working hard in 2022 to make sure Duve’s continue to lead the way of the hotel's digital transformation, making sure each guest receives the perfect experience.” “Duve's drive to create a new guest experience and help hoteliers focus on creating unforgettable experiences for their customers is a wonderful example of innovation in our industry, especially during COVID," says Hotel Tech Report CEO Jordan Hollander.

Bowo X Oracle Opera Cloud: A Winning Combo!

Bowo
1 month ago

We are taking another step towards digital transformation and innovation in hotels we made by announcing the bi-directional integration of our Guest App (a web application dedicated to enriching the customer experience) with Oracle Opera Cloud. Although the digitalisation of hotels is no longer just an option, 1 out of 2 hoteliers considers systems integration as a major obstacle to achieving it (source: Alcatel-Lucent survey). The integration now enables hotels and hotel chains to personalise the customer experience to a very high level and to optimise operational management, including as early as the booking stage. Based on Opera, the hospitality industry's leading PMS, the Cloud platform reduces IT costs and complexity, secures data and improves integration with the top market solutions, while continuing to provide the essential functionality required to meet the needs of hotels of different sizes and complexity. Our Guest App is a web-based application developed specifically for each hotel, bringing together all the hotel's offerings and services. For the guest, everything is just a click away: check-in, room directory, menu order, activity and SPA reservation, instant messaging, customised city guide, digital press, loyalty programme, etc. As a communication, upsell, entertainment and loyalty tool, it makes it possible to enhance the customer experience and generate additional revenue in a simple and intelligent way. Through its connection to the Opera Cloud PMS, the application helps create a rapport with the guest before, during and after their stay, for a more memorable experience.   The Benefits of Bowo x Oracle Opera Cloud Integration As the integration is two-way, it offers unique advantages to hotels that use both solutions. Extensive customisation: Thanks to a fine segmentation of the hotel's guests (by type of room booked, date of stay, stay history, room number, language etc...), the hotel can promote its offering via the Guest App by adapting it to each guest and their needs. The hotelier can then consider making an offer to a customer who is a spa enthusiast, or only to a certain VIP customer, for example. Optimal management: By connecting Bowo to the PMS, the hotelier can interact with all the hotel guests right from when they make their booking. A few days before the guest's arrival, for example, the hotelier can use the application to ask the guest to fill in administrative documents, scan a passport or simply provide an anticipated arrival time. Simplified billing: Sales of services via the Guest App are automatically added to the customer's profile and updated in the billing system. Unsettled invoices can also trigger a reminder notification. Use of contact information: Finally a way to get past the OTAs' control of contact information for guests. By inviting the guest to check in from the Guest App, the information is passed directly from the App to the PMS. The hotel is then free to conduct its own marketing campaigns. Finally, the connection between Bowo and Oracle Opera Cloud is feasible without any integration costs for the hotels.Already using Oracle Opera Cloud and want to see how integration with our Guest App can help your hotel? Ask for a demo  

New Nobu App Drives Interaction

alliants
2 months ago

Nobu Hospitality, the global lifestyle brand founded by Nobu Matsuhisa, Robert De Niro and Meir Teper, has produced an interactive mobile app in partnership with Alliants. Since officially launching in August, the app has been downloaded close to 3,000 times.  The average engagement time was over four minutes, with guests able to use the app to explore and reserve the expanding global portfolio of restaurants and hotels, access exclusive benefits, and enjoy a seamless, contact-free guest journey. Tristan Gadsby, CEO & Co-founder, Alliants said: “The success of the app from launch has illustrated not only the appetite for Nobu, but also the demand from its customers for a seamless digital experience worthy of one of the world's best experiential brands. “A fully-integrated guest journey, where Nobu is able to connect and communicate with customers, helps build loyalty and increase revenue. The time spent on the app in these initial months shows that customers are eager to immerse themselves in Nobu’s world and drive the experiences they are hungry for. “We look forward to working with Nobu as they build on their existing success.”

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Guest Apps Category Overview

What is a hospitality app and how does it impact customer experience?

In the wake of the pandemic, the hotel industry has undergone a massive digital transformation with automation and digital solutions spreading throughout hotel properties of all shapes and sizes. Travelers are demanding more control over their stay and personalized experiences than ever before. A hotel mobile app is a downloadable digital solution for smartphones and tablets that serves as a key touchpoint for hoteliers to elevate their guests' experience during their stay. Mobile apps allow hotels to connect with their guests and expose their services and offerings through another, more direct, channel - increasing guest engagement and expanding reach with offers and hotel services. Having a mobile app also opens up a clear line of communication between hotels and guests. In addition to accessing hotel information, such as services and amenities, guests can check-in remotely, place service requests, order room service, and engage with all the hotel’s offerings, all in a single place. Offering a mobile app is a key differentiator for hotel guests.

 

What are the key benefits of apps for the hospitality industry?

Hospitality apps expand service revenue and drive guest loyalty.  Use your app to create upselling opportunities for in-room dining, the on-site spa, activities sponsored by the hotel, and other services to drive an increase in service revenue. Promote special offers, guest services, events, and amenities with targeted messages sent directly to your guests' mobile devices.  Capture valuable data about guests' preferences and how they spend their money. Use this data to target in-house guests with personalized special offers and promotions to fill unused capacity at your amenities while simultaneously building guest loyalty and satisfaction.

 

What key functionality should a great hospitality app deliver?

Ultimately hospitality apps are the connective tissue between guests and your property regardless of whether they're in their hotel room requesting room service or on the go in need of local advice from a concierge.  Great apps undoubtedly improve the guest experience by being present whenever a guest needs you while boosting profitability.  Offering a mobile app (e.g. Android, iOS/iPhone) instead of a web-based app) provides a richer user experience in terms of both content and functionality. Because a mobile app is downloaded directly to a guest's device, a hotel has more opportunities to increase guest wallet share by sending targeted, property-specific notifications and inducing guest spend.  Guests want the ability to place requests through your mobile app. Whether its a request for late check-out, room service, or a simple request for extra towels, your app should be able to intake and process those requests.  Your guests want to communicate with your staff in real-time. Your mobile app should offer messaging functionality to accommodate that expectation, whether through an integration with a messaging service or a fully functional message management dashboard, messaging is a key function of any mobile app.

 

Major Hospitality App Trends

Internet of things in hospitality: Your mobile app should allow your guests to have full control over their stay and in-room experience. Guests should be able to use their phones to access their guest rooms, turn on the lights, adjust the thermostat, and access the TV. This is just the first step in crafting a truly smart guest experience.

Personalization: By mapping data across multiple guest touchpoints, hotel apps can utilize guest behavior data modeling to personalize guests’ needs throughout their stay.

Contactless check-in: Guests are increasingly looking for ways to streamline their check-in experience. Hotels are responding by implementing mobile check-in functionality within their apps, enabling guests to skip the front desk and go straight to their rooms upon arrival.  Want to dive deeper into contactless check-in solutions?  Check out the contactless check-in buyers guide.

 

Core Hospitality App Integrations

  • Property management system: To capture and relay guest info to and from App to PMS easily and allow guests to check-in from their phone
  • Point of sale (POS): An integration between your POS system and your mobile app allows guests to make purchases within the app, either from your in-room dining menu or in-app retail store.
  • Staff collaboration software: For seamless ordering of service requests and to communicate effortlessly with the staff regardless of where the guest is.  Apps connecting guests directly to staff in an interactive format make hotel management a breeze.
  • Mobile key solutions: Your mobile app should integrate with mobile key solutions, which allows guests to use their mobile device as a room key. This streamlines the guest experience and reduces friction at the front desk.
  • Loyalty programs: Your mobile app should integrate with your existing loyalty program and provide your loyalty members with easy access to their loyalty profiles, benefits, and points.

Questions to ask vendors when buying a hospitality mobile app

Do you build apps that can integrate into my hotel brand app? Hotel brands need access to a complete SDK to make app functionality within their branded app. Some vendors also provide white-label apps that can be branded to your property, or fully customized app builds for additional functionality.

Can guests use your mobile app for mobile room key? A hotel mobile app should securely create a mobile key for your guest reservations. It’s critical for any hotel app to integrate with many industry-wide lock vendors and hardware partners to provide a seamless experience.

Will your app integrate with my existing loyalty program? Hotel apps add the most value for repeat guests. By integrating into your loyalty program, not only will you get a higher ROI by encouraging loyalty members to download the application, but you will also be able to serve up more targeted offerings. Increased adoption and more targeted offerings combined remove friction between guests and their desires on property services while driving increased revenue uptake.​​​​

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