Case Study

LyLo perfects guest experiences and drives innovation with Mews

Sara Arzan

Mews · oktober 22, 2024

Get inspired by this APAC hotel brand vying for the title of ‘Most Innovative Guest Experience’ at the Mews Unfold Awards 2024.

Why it matters: LyLo is an innovative lifestyle hotel brand under EVT, initially launched in New Zealand and recently expanded to Australia. It sets a new standard for travelers seeking affordability without compromising on quality. Guests can choose between sleeping pods (including female-only options), private ensuite rooms, or family and group rooms. Each pod features privacy screens, lighting, a mirror, USB charging ports, and adjacent luggage storage lockers, ensuring both comfort and security.

Beyond the pods, LyLo offers coworking spaces with free Wi-Fi and cozy communal areas complete with a kitchen and games. All LyLo properties are constructed from recycled materials, eliminate single-use plastics and feature recycling programs, water and power conservation initiatives, as well as EV charging stations.

Top 3 Core Objectives: “Mews helped us remove the friction associated with the traditional hotel/hostel guest experience. Their team’s readiness to adapt and grow with our goals has kept us innovating and delivering an exceptional guest experience.” Tim Alpe, Managing Director

Hassle-free guest experience: LyLo’s entire operation revolves around the guest experience, so they wanted the very first onsite impression – arrival and check-in – to set a unique and welcoming tone.
All-in-one convenience: To achieve truly remarkable hospitality, LyLo had to ensure that staff time was optimized to the fullest while staying mindful of cost-effectiveness. They aimed to eliminate unnecessary printing waste and clutter.
Unlocking innovation: Modern hotel tech fuels innovation for properties like LyLo that push boundaries to redefine what a hotel stay can be. Their team aimed to explore new revenue streams and empower staff with a flexible hospitality cloud.

"“Self-check-in kiosks are integral to LyLo's DNA. Coupled with Mews capabilities like guest messaging and online check-out, they form the essence of our guest experience. In fact, the lobby of LyLo Auckland was intentionally designed around Mews Kiosks, earning us a prestigious designer award.”"

Tim Alpe

Managing Director

👍 Managing Director Tim Alpe said that “Self-check-in kiosks are integral to LyLo's DNA. Coupled with Mews capabilities like guest messaging and online check-out, they form the essence of our guest experience. In fact, the lobby of LyLo Auckland was intentionally designed around Mews Kiosks, earning us a prestigious designer award.”:

"“Self-check-in kiosks are integral to LyLo's DNA. Coupled with Mews capabilities like guest messaging and online check-out, they form the essence of our guest experience. In fact, the lobby of LyLo Auckland was intentionally designed around Mews Kiosks, earning us a prestigious designer award.”"

⚖️ The selection process: During their research process, Tim Alpe evaluated Mews's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Mews was the best fit solution:

Managing Director Tim Alpe said, about their decision: "“Mews freed our staff from screens. Now they’re free to walk around and talk to guests, delivering exceptional hospitality. We get a lot of compliments about how their warm approach makes staying at LyLo unforgettable.”"

📈 The results: With Mews, LyLo brought their vision to life by eliminating queues, desks, forms and outdated processes. The team designed the Hub – LyLo’s central island check-in desk – equipped with Mews Kiosks on all sides, serving as a one-stop shop for guests. Guest messaging via Mews allows seamless interaction between guests and the LyLo team, freeing them from the confines of a desk.

• 4,000+ positive reviews of LyLo Auckland on Booking.com • A score of 86.3 on TrustYou
• Faster check-in and check-out times • Staff are free to chat with guests and assist them with any queries • Easily driving ancillary revenue through easy upsells
• Versatile job roles leading to improved staff retention • More freedom to get creative with their properties