The Lanesborough's Elegant Digital Touchpoint to Build Awareness of In-House Services

GUEST EXPERIENCE

Set in a fully renovated 18th-century mansion just outside of London’s Hyde Park, The Lanesborough offers 93 Regency-style suites and rooms. It is part of the prestigious Oetker Collection, a group of twelve stunning properties spread around the globe. SuitePad in-room tablets went live in June 2022 to complement the property's modern and personalized guest experience.

Why it matters: In recent years, The Lanesborough has been working on streamlining and modernizing its systems and processes. Among other things, that included adding digital in-room touchpoints that 21st-century travelers have come to expect.

These touchpoints needed to be elegant and discreet solutions that would blend well with the property’s classical style. The SuitePad tablet fits this bill perfectly.

Top 3 Core Objectives: The hotel had already been using in-room tablets from a different provider; however, it took time and effort to edit or add information to the system previously in use. On top of that, the hardware had become outdated, so it was time to find a new partner.

Modernizing the hotel's systems: Adding digital in-room touchpoints that 21st-century travelers have come to expect.
Facilitating content menagement: A straightforward backend user interface that is quick and easy to use for the team.
Updating guest-facing design: Software in the style of modern design-led websites which people are familiar and comfortable with.

Innovators Mentioned

Oetker Collection

SuitePad

Christian Krajewski

Head of Digital Marketing

Oetker Collection

"I saw SuitePad’s backend and knew immediately that it would be quick and easy to use for our team. The same goes for the guest-facing content. Its layout follows the style of modern design-led websites which people are familiar and comfortable with."

Christian Krajewski

Head of Digital Marketing

👍 Head of Digital Marketing Christian Krajewski said that implementing SuitePad is definitely worth it:

"I saw SuitePad’s backend and knew immediately that it would be quick and easy to use for our team. The same goes for the guest-facing content. Its layout follows the style of modern design-led websites which people are familiar and comfortable with."

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

Head of Digital Marketing Christian Krajewski said, about their decision: "SuitePad’s customer success team stands out positively against that of many agencies and software partners we’ve worked with."

📈 The results: By implementing SuitePad, The Lanesborough increased awareness of in-house services, benefitted from the straightforward content management, and experienced smooth onboarding and great customer service.

The tablet offers travelers easy access to information about the hotel’s ancillary services. Placing in-room dining orders via the tablet is by far the most popular function among guests. Since the hotel digitalized the guest directory, it has seen more enquiries about in-house restaurant and spa bookings.
Adding and updating information became much easier for the team. Instead of having to reach out to their account manager like in the past, they can now insert new visual or written content in just a few clicks. The occasional changes are quick and simple to make.
Having a dedicated and highly responsive account manager to rely on has proven to be a massive benefit for the team. When necessary, they connect directly to find ways to better integrate the SuitePad into their workflow.