COMMUNICATION PLATFORM BETWEEN GUESTS AND HOTELS
With our concept, the hotels can communicate directly with their guests - to their smartphones. The guests can download our Hotelway app, and then they can manage all hotels from booking, to check-in, room service and to check-out - and everything between. This really works for all hotels that will be part of our ecosystem.
Travellers of today manage their daily lives through their smart phones - at home, and also when on the road. The problem is that consumers do not want to download too many apps in their phones. And once the trip is over, there lies a danger, that the guest will discard the app - since there will not be need for that particular hotel app in the next coming 6 or 12 months.
Hotelway-App enables guests to download only one app, which enables them to master their reservations, manage rooms and to communicate with all the listed hotels. Since the app covers several hotels, the guests are less likely to discard it after visiting one hotel. They may use it again and again with new visits and hotels, and thus it is already saved and in use, when they return to that same hotel again.
The app has 2 layers: general layer and hotel layer
The general layer contains all the relevant personal information of the guest. There is the necessary personal information to compile the reservation or check-in (including family members, passport info, addresses and so on). In addition, the app contains information about guest's relevant preferences, like room preference (upper floors, ground level, near elevator..), room equipment (bathtub, yoga mat, balcony, work table..) and also some personal preferences from favourite foods, to travelling habits and allergies - and many others.
Guests may also create different profiles. There can be a business profile and few leisure profiles, for example. The needs and habits will vary if one is travelling with the family or just friends.
The hotel layer will be each hotel's (or chain's) own zone. It will be almost like an ordinary hotel app. The key benefit of the app, is to enable smooth Guest Experience. The application allows users to handle their stay effortlessly, as well as make it easy for the staff too.
There are many occasions and ways for a guest to communicate with the hotel. They can manage their booking, do check-in or pre-check-in[*], order room service, softer pillows, taxi or book a table for example. Guests can also send feedback - during and after the stay. And the communication goes both ways. The hotel can advertise their packages before the trip has been reserved. Or they can offer upgrades (based on the guest preferences) once the booking is made.
In addition to the hotel information and two-way communication, the hotel layer will eventually cover remote Room Control. The guest could adjust the air conditioning or control the TV in case the hotel systems are compatible. Hotel layer of the application contains also the hotel search. All the listed hotels that are part of the App community will be searchable through different attributes. Our philosophy is to enable and encourage direct bookings without commissions.
Different levels for hotels to take part: Lite versus Pro version
There exist two versions of application Lite and Pro, requiring respectively different levels of participation from hotels. The Lite version has simpler setup, smaller investment need and bit less features than the Pro version. Pro version is usually integrated deeply in the hotel's systems (including PMS and CRM), while the Lite requires a little more manual work. The guest does not necessarily notice the difference.
Pro version has some additional features that require integration with different hotel systems. If the hotel has for example installed compatible Smart Locks, the guests could open the room door with their mobile phone.
Some integration can be part of the Lite version as well. We can for example embed hotel's mobile web-pages for booking. When the guests book a room through our app, they will really do that in your webpage - which is already integrated in your PMS and other systems. We can also embed many other services like that and then the integration is ready.
The App is built with MyData-approach. In practice it means, that the guest owns and controls their personal data and has all the needed tools for it. The application is designed to meet the GDPR requirements. The benefit of giving control for customers is to ensure a low threshold for application usage and relevant data sharing - and even more extensive sharing of additional information when it can mean better deals and better customer experience without security risks.
Application covers also tools for hoteliers to send customers import accommodation related (automatic) notifications, ask feedback, and - with customers consent - send limited number targeted marketing messages (e.g. to create an event or a campaign just for business travelling males who like football and vegetarian food).
We have also created 'a coupon section' in the App. There the guests can gather different targeted promotions sent by hotels, to be utilized later.
Scope of implementation work
The Lite version will be quite standard. It has certain features, which hotels can adopt and use without major investment. Setting up the system, requires technically a day or two. Planning the processes around it, may require a little bit more time. Limber Way will offer consultation as part of the start package. All hotels should be able to be up and running within two weeks, however.
Hotel can also choose the Pro version. It can be upgraded from the Lite or bought directly. As it involves integration with the different systems (from PMS to door locks, POS and CRM), it will call a project. The total workload will depend on the integration levels and systems.
The idea is to improve the Guest Experience, but also to streamline the hotel's operations. Application helps hotels to digitalize the customer journey (not just a journey, but many journeys, based on different profiles with business vs. leisure travel) and thus give superior, personalized service without higher personnel costs or large investments. People are increasingly managing their daily lives through their mobile phones, although they just do not want to download, setup and keep endless number of apps.
Right now we are looking for partners for the pilots.
We have now launched our service. But we still offer you a great opportunity to sign up as pilot hotel. You can influence the development, get pilot pricing and be among the first to attract the customers while branding your services within the app. At the moment we are interested in all hotels in Europe, Middle-East and Africa. Please contact us.
[*] Pre-check-in (PCI) is a concept to simplify the check-in process. The PCI opens usually 48h before the actual check-in. The guest will send the necessary check-in information, and also the estimated-time-of-arrival (ETA). The info can also contain other useful information, such as health info, room preferences or wishes for parking place reservation. Once the guest arrives at the hotel, they do not have to wait in line and/or fill in the papers again. They just simply walk at the desk and signs a ready-printed document. This is available also in the LITE version.