1. Remote Work Culture and Hybrid Travel:

The remote work revolution sparked by the COVID-19 pandemic has altered how people approach their careers. With the realization that work can be done from anywhere, more professionals are choosing to work remotely or adopt hybrid work models. This shift in work culture has fueled the demand for extended-stay hotels, which offer the perfect blend of productivity and comfort. Travelers can set up a temporary office in their spacious rooms and seamlessly balance work responsibilities with leisure activities.

2. Infrastructure and Green Energy Projects:

As governments worldwide prioritize infrastructure development and sustainable energy projects, the need for extended-stay accommodations for work crews is rising. These projects often require professionals to work on-site for extended periods, creating a substantial market for extended-stay hotels. This trend is expected to continue as countries invest in upgrading their infrastructure and transitioning to greener energy sources.

3. Cost-Effectiveness and Efficiency:

One of the primary reasons extended-stay hotels have gained popularity is their cost-effectiveness. These hotels are cheaper to build and operate than full-service ones, making them an attractive option for developers and investors. With fewer amenities and less frequent housekeeping, extended-stay hotels can provide excellent service while keeping operational costs in check.

4. Evolving Guest Expectations:

The future of extended-stay hotels lies in understanding and adapting to guests’ changing expectations. Today’s travelers seek not only comfort and convenience but also unique experiences. Extended-stay hotels incorporating local elements and creating a sense of community will stand out in the market. Offering tailored amenities, flexible check-in/check-out options, and personalized services will be crucial to meeting guests’ evolving needs.

5. Technological Advancements:

As technology continues to shape the hospitality industry, extended-stay hotels must leverage innovative solutions to enhance guest experiences. Smart room controls, contactless check-in/out processes, and efficient communication platforms will become the norm. Additionally, incorporating sustainable practices and energy-saving technologies will appeal to environmentally-conscious travelers.

6. Emphasis on Health and Well-being:

In the post-pandemic world, health and safety will remain top priorities for travelers. Extended-stay hotels must implement rigorous cleaning protocols and ensure proper ventilation. Health-focused amenities such as fitness centers, outdoor spaces, and healthy dining options will become essential in attracting guests seeking a well-rounded stay experience.

The future of extended-stay hotels looks promising, with a growing emphasis on remote work, infrastructure projects, cost-effectiveness, and guest-centric approaches. As the hospitality industry continues to adapt to changing demands, extended-stay hotels are well-positioned to cater to the needs of modern travelers. By embracing technological advancements, sustainable practices, and a focus on health and well-being, these hotels will thrive in a new era of travel and work. Whether for business or leisure, extended-stay hotels offer a home away from home, providing guests with the perfect balance between productivity and relaxation.

You can learn about LivAway naming Virdee brand standard for their national expansion here!

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No more waiting in line: Say goodbye to those long queues at check-in. With touchless kiosks and user-friendly apps, guests can dive right into their stay within minutes.

Efficiency at its best: Balancing guest satisfaction and costs is crucial, and self-service technology can help. It reduces the burdens on the front desk, streamlines the check-in process, and strategically allocates resources.

Boost your revenue: Who doesn’t love extra cash? With self-service technology, you can easily upsell services and amenities, giving your guests an unforgettable experience while boosting your revenue.

Catering to the modern traveler: Keep up with the expectations of tech-savvy guests. By embracing self-service technology, you’ll ensure your property stays relevant and appeals to a broader audience.

Stand out from the crowd: Leave a lasting impression on your guests with innovative self-service technology. It enhances your brand image, attracts more customers, and builds loyalty.

Everyone is welcome: Self-service technology is designed to accommodate all guests. With user-friendly interfaces, you’ll create an inviting environment where everyone feels comfortable and valued.

Get ahead of the competition: Self-service technology is the secret weapon that will give your limited-service property the edge in the rapidly evolving hospitality industry.

Welcome to the future of hospitality! As the industry evolves, embracing self-service technology becomes an imperative strategy for limited-service hotels to stay relevant, competitive, and successful in catering to the ever-changing demands of today’s travelers. So, whether you’re a guest seeking a hassle-free stay or a property owner looking to thrive in a competitive market, self-service technology is the key to unlocking the future of hospitality. 

It really is THIS easy!

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SALT LAKE CITY (July 25, 2023) — LivAway Suites, the developer-centric, economy-extended stay hotel brand, has announced a partnership with innovative software-as-a-service company, Virdee, to strengthen their technology-forward brand standards for guests.

The collaboration with Virdee will implement a variety of user-friendly technologies in order to enhance and streamline the overall guest experience. These technologies include self-serve check-in, around-the-clock virtual reception, and pre-check-in options, as well as other web, mobile, and kiosk services. Through the digital guest engagement platform, customers will enjoy 24/7 touchless check-ins and digital room keys all from the palm of their hand.

For developers, this partnership will provide a competitive advantage, operational efficiencies, and the ability to drive more revenue through cross-sale opportunities within the check-in process and add-ons available through the app.

“Contactless technology is a boon for our industry, and our partnership with Virdee provides a seamless digital guest service solution through mobile, kiosk and online – at the same time offering additional revenue streams and reducing operational costs at each LivAway Suites hotel,” remarked Kevin Dailey, Chief Operating Officer of LivAway Suites. “Our partnership with Virdee doubles down on our commitment of being the most tech-forward brand in our segment ‘because our guest deserves better.’”

“LivAway Suites’ technology-centered, developer-focused approach makes them an ideal hospitality partner for Virdee”, said Branigan Mulcahy, Co-Founder of Virdee. “Leveraging the operational efficiencies that Virdee offers, gives LivAway Suites an innovative leg up on their competition in the extended stay segment.”

LivAway Suites, created “for developers, by developers,” currently has over 25 locations in various phases of development across the United States. Over the past few months, LivAway Suites has broken ground on locations in metro areas of Tennessee, Washington, and Utah, with many more markets to follow in the coming months.

To learn more about LivAway Suites, visit www.livawaysuites.com

ABOUT LIVAWAY SUITES

LivAway Suites, based in Salt Lake City, Utah, is a new economy extended stay hotel brand with a developer-centric business model and hotel design that helps our guests feel more at home while away. The brand is built on understanding the importance of offering guests “everything they need and nothing they don’t” with straightforward services and pragmatic amenities that offer livability and comfort at an affordable rate. Built on a foundation of “for developers, by developers,” LivAway Suites is poised to disrupt the traditional hotel franchise model through transparent pricing and an improved return on investment. For more information, visit www.livawaysuites.com.

ABOUT VIRDEE

Based in Austin, Texas, Virdee is an innovative software company serving the hotel industry. Its API-first approach provides the most comprehensive solution of check-in/out, identity verification, payment collection, and remote support. Virdee helps clients elevate the customer experience, reduce costs and generate ancillary revenue. Virdee was founded in 2020 by experienced real estate operators and visionary technologists – Branigan Mulcahy and Nadav Cornberg. Visit www.virdee.io to learn more.

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1. Technology will continue to dominate

The pandemic has accelerated the use of technology in the hospitality industry, and it is here to stay. From contactless check-ins and payments to the use of artificial intelligence, hotels, and other hospitality establishments are embracing technology to enhance guest experiences. In 2023, we can expect to see more technological advancements, such as virtual and augmented reality, and the integration of smart devices in hotel rooms.

2. Sustainability will be a key focus

Sustainability has become an increasingly critical issue in the hospitality industry, and 2023, it will be a key focus for many hotels and resorts. More properties will aim to reduce their carbon footprint by using eco-friendly products and practices and implementing waste-reduction strategies. Guests are also becoming more conscious of their environmental impact and will seek out hotels that share their values.

3. Personalization will drive guest experiences

Guests seek personalized experiences when they travel, and hotels are taking note. In 2023, we can expect to see more hotels implementing guest preference tracking, which allows them to personalize everything from room amenities to dining experiences. This will not only enhance the guest experience but also increase guest loyalty.

4. Health and wellness will take center stage

The pandemic has highlighted the importance of health and wellness, and hotels are responding by incorporating wellness offerings into their amenities. In 2023, we can expect to see more hotels offering yoga classes, meditation sessions, and healthy dining options. In addition, hotels will prioritize guest safety by implementing strict cleaning and hygiene protocols.

5. Staycations and local tourism will continue to rise

With travel restrictions still in place in many parts of the world, staycations and local tourism have become more popular. In 2023, we expect to see more hotels and resorts offering staycation packages and promoting local tourism. This trend is not only beneficial for hotels, but it also supports local economies and encourages guests to explore their backyards.

In conclusion, the hospitality industry is constantly evolving, and 2023 is set to bring even more changes. By embracing technology, focusing on sustainability, prioritizing guest personalization, emphasizing health and wellness, and promoting local tourism, hotels, and resorts can stay ahead of the curve and provide exceptional guest experiences.

The post Hospitality Trends for 2023: What to Expect in the Future of Travel and Hospitality appeared first on Virdee.

One of the main benefits of guest-facing technology is convenience. Mobile apps, in particular, have become essential in creating a seamless and enjoyable guest experience. With the integration of mobile apps, guests can book their stay, check-in, and check-out, and access important information about their accommodation, such as Wi-Fi passwords and property rules, all from their smartphones.

This level of convenience has not only made the guest experience more enjoyable but has also improved the efficiency of operations. For example, self-check-in kiosks have become increasingly popular in the hospitality industry, allowing guests to bypass the front desk entirely. This reduces wait times and frees staff members to focus on more critical tasks, such as guest requests and maintenance issues.

The integration of smart home devices has also given guests greater control over their environment, which has contributed to a more personalized experience. For example, devices such as Nest thermostats and Philips Hue lights allow guests to customize their space to their liking without interacting with a staff member. This level of personalization creates a more comfortable and welcoming environment, ultimately leading to higher guest satisfaction rates.

In addition to enhancing the guest experience, guest-facing technology has also been used to collect and analyze data. Using mobile apps and other digital tools, short-term rentals, apartments, and campus housing can collect valuable information about guest behavior and preferences. This data can then be used to tailor the guest experience and make data-driven decisions about property management.

For example, by analyzing data collected from smart home devices, properties can identify which features guests use most frequently and adjust the amenities accordingly. This data analysis can also help properties anticipate guest needs, such as providing additional towels and toiletries, and improve the overall guest experience.

The use of guest-facing technology has also contributed to the safety and security of guests. For example, properties can install keyless entry systems that require a unique code or mobile app to access the accommodation. This eliminates the need for physical keys and enhances the property’s security by limiting access to authorized guests.

Furthermore, technology has enabled properties to improve communication with guests. Using mobile apps and chatbots; properties can provide guests with important information about their stay, such as property rules and local attractions. This level of communication improves the guest experience and increases the likelihood of repeat bookings.

In conclusion, guest-facing technology has transformed short-term rentals, apartments, and campus housing. By providing guests with greater convenience, personalization, and control over their environment, these properties have created more satisfying and enjoyable experiences for their guests. As the hospitality industry continues to evolve, it’s clear that guest-facing technology will play an increasingly important role in shaping the future of travel and accommodation. Properties that embrace this technology will be better equipped to meet the needs of their guests and stay ahead of the competition.

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Then there are differing types of properties. We’re going to focus on the main three: select-service, full-service, and luxury. There are additional categories, including extended stay properties, which fall somewhere between select-service and full-service, and casinos and resorts. These all have unique needs as well beyond the main three categories. We’ll reserve those for another blog and look at how hospitality tech can serve the main three categories today. 

Select-service properties 

We’ve all driven down the highway and seen the numerous options of highway hotels and motels. Many of those are selected-service or limited-service properties, meaning they don’t offer the full array of features like a gym, spa, room service, pool, etc., that many mainstream hotels have. They target a specific type of guest who is budget minded and/or just looking for a place to sleep while on the road. These guests aren’t looking for all the bells and whistles and similarly don’t want to pay for what they are not using.  

Select-service hotels often run on very tight margins. They don’t have the additional features that drive higher margins of full-service hotels, and their room rates are lower as a result. Guests arrive at all hours of the day and night (especially along highways or near airports), so staffing is important. If you’ve ever missed a flight and then had to stand in line to check in at 1:00 in the morning while jetlagged, you know how frustrating that experience can be. This is where self-check-in kiosks and apps can specifically alleviate guest frustration and get them to their room (and pillow) faster. The capability of a kiosk or app to check in and provide a key card or mobile key to the guest all without requiring staff intervention, makes for a smooth experience.  

Full-service properties 

Full-service hotels are the Marriotts and Hiltons of the world and many boutique brands. They’re generally larger than select-service hotels and offer features like on-site restaurants and bars, a pool/spa, room service, valet, and more. They are frequented by business travelers and tourists who want to stay in the heart of a city and enjoy the property amenities. The room rates are commensurately higher than those of select-service properties, and the guests are generally ready to pay for the amenities to enhance their stay.  

Amenities are important for full-service hotels as they drive considerable margin and also help differentiate the stay in the guest’s mind vs other hotels. Technology like in-room tablets from companies like Crave can help put these amenities front and center, educating guests on what is available and even pushing special offers based on guest information. Similarly, having access via mobile phone to property amenities puts the control in the guest’s hands, allowing them to order room service or schedule a spa treatment from anywhere without having to pick up the room phone or stop by a service desk.  

Staff attention is important to guests of full-service hotels, which means staffing issues can have serious consequences at these properties, impacting guest net promoter scores (NPS). The tablets and apps mentioned above remove the need to approach staff to place a room service order. Additionally, and similar to select-service hotels, self-check-in apps and kiosks can remove much of the staffing pressures, allowing available staff to spend more time addressing guests directly and ensuring a positive experience.  

Luxury properties 

Luxury hotels are the aspirational properties that we all long to stay at during a tropical vacation. They are the ones that pick you up from the airport in a luxury car and have the highest levels of décor, food, bedding, and staffing available. The commercial of the guest arriving by boat to the JW Marriott in Venice plays on a loop in my mind. You are greeted at the door, and the level of personal attention only goes up from there.  

These hotels have fewer business travels, and many of those vacationing at a luxury property want personal attention. That is why the concept of a mobile check-in app or kiosk might be scoffed at initially. But wait! What’s luxurious about standing at a front desk (albeit one of immaculate Italian marble) while the agent taps away at a keyboard? Why not want to have that all done ahead of time before getting to the property? Isn’t true luxury the ability to go straight to your room? For those who want a physical key card, check-in kiosk technology provides staff the ability to come out from behind the desk and provide an even more personable experience to the guest. Staff can engage the guest while they are checking in or even check in for them, just like behind the desk. It opens up many possibilities and enables luxury properties to address each guest uniquely.  

Of course, amenities are crucial to a luxury property, and in-room tablets and mobile apps help guide guests through the many offerings available at the touch of a finger. Additionally, companies like MapsPeople provide mapping innovations that can not only help guests find their way at a larger luxury property but also steer them past specific areas of possible interest. In this way, luxury properties and full-service properties are very similar.  

It’s all in the delivery 

You may be asking yourself why the split of the three categories when almost the same technology can be deployed at each. It’s not necessarily about which technology is being used but how. Select-service properties may firmly direct guests to mobile check-in to deal with the lack of staff, while luxury properties may gently nudge guests towards it as a way to enhance their stay. It’s all in the messaging. Similar hospitality technology can be implemented by every type of property to provide a competitive advantage and enhance guest stays. It’s all in the delivery.  

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Residents are coming to expect high-tech features. Depending on the level of the property, features like automated mail delivery smart appliances are expected. Companies like Luxer One are rethinking how the simple delivery of mail works for multifamily situations. Allowing for secure package deliveries and even refrigeration for grocery deliveries, smart lockers help put tenants’ minds at ease when they are not home. Similarly, being able to remotely start a load of laundry or pre-heat the oven are functionalities that will set residences apart from one another. Of course, vacation rentals aren’t immune from this trend. A smart thermostat and alarm system should be par for the course for any multifamily and vacation property. Not only do those features add value for tenants and guests, they help reduce costs by allowing building managers to remotely change the temperature and monitor for break-ins.  

Smart locks continue to evolve, even becoming small enough to just replace the deadbolt in your house (see the Level Bolt). They have become commonplace in hotels and common areas of apartment complexes and student housing. However, they are expanding even to the individual units of those buildings. People lose their keys a lot, and it can be expensive to replace them. MIT charges $30 for the first offense. If a lock needs to be replaced, a $150 fee is charged. Smart locks, whether code- or card-based, can be recoded in minutes. Temporary key cards can be issued on the spot, and the old key cards become obsolete. Many modern locks support mobile keys on cell phones, meaning a replacement key can be issued straight to the resident’s phone, avoiding unnecessary trips to building’s reception desk. When it comes to vacation rentals, placing a key under a doormat (still all too common) is asking for trouble, and meeting the tenant at the door puts a strain on both the owner and tenant.  

Virtual concierges, like the Virdee’s Virtual Reception, help put access to many of these smart features at tenants’ and guests’ fingertips by consolidating access within one app. Unlocking the mailbox, pre-heating the oven, and setting the temperature can all be done from one location instead of requiring multiple apps. When it comes to access control, tenants can add guests and even control what days of the week and times of the day the mobile key for service providers like cleaning services is enabled. Vacation rental owners can issue keys, provide instructions, and even have secure calls without disclosing their personal phone number. Just like hotel check in kiosks, a kiosk in the lobby can provide key cards in the case of a lockout or for guests or service personnel.  

How does this all help with staffing issues? Let’s look at the example of providing a temporary key in the case of a lockout. Even with key cards instead of metal keys, someone needs to be available to encode the key. However, with the help of a virtual concierge app, a replacement key can be provided straight to the phone following some security questions. As mentioned above, a kiosk can also be used to place a support call to a remote employee and provide a temporary key card. In the case of the automated mailboxes, no one has to be present to receive packages.  

We’re going to see the technology differences among hospitality, multifamily, student housing, and vacation rentals blur more and more. While hotels have been leading the way with technology and guest experience, other industries are beginning to adopt them as well and are seeing the benefits not only in cost reduction but also in providing a higher-end experience. As adoption increases and prices come down, even individual vacation rental units will begin to take advantage of the technology more and more. Don’t be surprised if you don’t have to look under the doormat during your next Airbnb stay.  

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AUSTIN, Texas – December 15 – Virdee, which delivers digital check-in and virtual concierge services to the lodging industry, has announced an integration to Cloudbeds, an all-in-one lodging operations platform, that will provide hoteliers and hosts with an efficient end-to-end solution for providing contactless guest experiences. Virdee will be available as a new partner in Cloudbeds’ Marketplace.

The Virdee Virtual Reception provides a fully contactless check-in experience, empowering 100% of hotel guests to check-in either via mobile device or kiosk, receive a digital or physical key and head straight to their guestroom without ever standing in line at the front desk. These contactless features complement Cloudbeds’ suite of industry-leading operational tools, such as Property Management, Channel Management, Booking Engine and Payment solutions.

The partnership empowers hoteliers to manage their properties and the guest experience through well integrated technology. User-friendly mobile applications from both Cloudbeds and Virdee automate tasks and free up staff to focus on providing more value to the guest throughout their stay—especially important amid today’s labor challenges and scarce resources.

“The integration and partnership with Cloudbeds means Virdee is now available to a much wider number of lodging providers, from independent hotels to bed and breakfasts of all sizes,” said Virdee Co-Founder Nadav Cornberg. “In turn, more travelers can expect better experiences along their guest journey, including personalized offers, an improved welcome experience and digital room access.”

“Today’s travelers are looking for seamless, digital experiences, and both Cloudbeds and Virdee are dedicated to improving the entire end-to-end interaction between guests and their hosts,” said Sébastien Leitner, VP Partnerships at Cloudbeds. “This integration will allow us to continue creating more meaningful travel experiences for thousands of Cloudbeds customers throughout the globe, helping them grow revenue, streamline operations and enable memorable guest experiences.”

About Virdee
Virdee is a technology company providing best-in-class virtual reception and user interaction software for clients and their tenants, guests, and other stakeholders. Virdee helps building owners reduce costs and generate ancillary revenue by automating front-of-house workflows via its mobile application and in lobby experiences. Using an API-first approach, Virdee connects platforms for identity verification, payment collection, access control and remote assistance while serving customers in lodging, multifamily and commercial real estate industries. Visit www.virdee.io to learn more.

About Cloudbeds
Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types across the globe. The award-winning Cloudbeds Hospitality Platform seamlessly combines solutions for front desk, revenue, distribution, guest acquisition, and guest engagement in a single unified system, enhanced by a marketplace of third-party integrations. Cloudbeds was named No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022 and recognized by Deloitte’s Technology Fast 500 in 2021. For more information, visit www.cloudbeds.com.

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As a hotelier, keeping a pulse on the latest industry trends is crucial. In a highly competitive and fast-moving sector, staying ahead of the curve is key, particularly when meeting guests’ new and evolving expectations. With 93% of travelers agreeing that a hotel stay can make or break a trip, tapping into guest needs and demands is essential.

2022 was a whirlwind year for the hotel industry. There was a stronger-than-expected rebound for demand across the year; we learned that guests are increasingly favoring digital service encounters over face-to-face interactions, and technological advances continued to play a significant role in the evolution of the hotel industry.

In 2023, hotel daily room demand is headed to an all-time high – with this in mind, hoteliers must tap into the latest trends to ensure they stay ahead.

Here are the top five hotel trends to watch over the next 12 months.

1. Digital hotel experiences

Technology offers hoteliers an opportunity to hyper-personalize stays – and with 86% of travelers looking for personalization during their 2023 travel experiences and interactions, we should expect to see an increase in digital hotel experiences moving forward.

For example, 3D room tours and interactive hotel maps may lead the beginning of the guest journey, enabling guests to choose the right room and explore a hotel before booking. Virtual concierge services will become more commonplace, allowing guests to personalize their stay with additional requests, services, and amenities without visiting the front desk or leaving their room.

An increase in voice-activated rooms will enable guests to personalize their stay further through simple voice commands – for example, adjusting the lighting, setting the room temperature, or requesting a morning alarm.

2. Mobile check-in and virtual reception

2022 saw a huge employment crisis in the hotel industry, with a startling 87% of hotels reporting staffing shortages. Moving into 2023, we’ll continue to see the replacement of human-driven interactions throughout the guest journey, with more hotel automating tasks where possible. Rather than having someone manually check in guests, handle requests and extend stays, the key will lie in automation. The digitalization of check-in will free up staff time and resources to focus on other aspects of the guest journey.

Investment in mobile check-in technologies will continue to be essential as hotels work to tackle the employment crisis – and as guests increasingly come to expect a seamless check-in experience too. Hotels will continue implementing smarter and more efficient operations, with digital check-in at the forefront of the guest experience.

3. Digital identity verification

As the shift to a fully contactless hotel experience continues, digital identity verification will also become more commonplace. Rather than standing in line and handing over a physical ID card to a receptionist, guests can easily verify their identity on their mobile device – like authenticating a Uber profile or verifying someone on Airbnb.

This shift will not only benefit the guest experience but also provide an additional layer of security for hoteliers, helping to protect against fraudulent activity and unwelcome chargebacks.

4. Mobile wallets and digital payments

As the concept of a cashless society continues to drive forward, more guests will expect to use mobile wallets and one-tap digital payments to make purchases throughout their hotel stays. Hotels must start facilitating mobile payments to stay ahead of the curve and keep up with the competition. These one-click experiences will fuel a smoother, frictionless guest journey.

Digital wallets will likely become more widely used and accepted, enabling guests and travelers to store their credit cards, hotel keys, loyalty cards, and vouchers all in one place on their mobile devices.

5. Future of hotel apps

Over the next year, we predict an acceleration in the advancement of hotel apps and the offerings available to guests. Apps will evolve to address 100% of guests’ needs, extending beyond check-in and check-out to allow guests to personalize their stay from their own devices. Requests and actions that previously required a trip to the front desk have the ability to be controlled from a centralized platform in guests’ mobile phones – such as extending check-out, ordering room service, or requesting more towels.

Virdee: a virtual reception for your guests

At Virdee, we provide hotels with the best-in-class, guest-facing hotel technology. Our mission is to provide seamless interactions, improve hotel efficiencies, and help hoteliers save money with our fully mobile virtual reception. We’re proud to be the leading all-in-one guest experience solution, providing hotels with an unparalleled in-lobby experience that covers all check-in needs, including physical key cards, ID check, room upgrades, and remote assistance.

To learn more about our all-in-one mobile and web app, visit https://virdee.io/.

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Most mobile users don’t want to be forced to download and install an app in order to complete a transaction, according to recent survey findings – and even when customers do it, they often dislike the process, potentially hampering the customer journey.

More insightful is the revelation that younger customers are even more prejudiced toward downloading apps, abandoning checkouts at significantly higher rates than their elders in situations where an app download is required. 

With regards to the mobile hotel guest experience, unfortunately there are instances where the full app is still required today. One example is issuing a digital room key, which in most cases, for now, requires an app while wallet integrations with Samsung, Apple, Google and others are fully developed.

In the meantime, it’s clear that, to meet the needs of today’s guest, tech providers must focus on web-based versions of their applications that reduce friction in the guest experience.

Some key data points to consider from the study include:

• On a scale of 1 to 5, 40.1% of respondents find it “extremely frustrating” (5) when an app is required; another 28.4% describe their frustration at a 4, and 22.3% rank it a 3.
• In the forced app situation, 38% of respondents said they only “might” go ahead and install the app, representing a significant potential loss in customers.
• Overall, 78% of survey respondents have abandoned transactions in the last year at times when an app download was required.

Flexibility is the Answer

These findings underscore that it’s more crucial than ever for your business to offer both app- and web-based functionalities. And in the instances where an app is in fact necessary, it’s imperative that the app offers real, tangible value to the customer, and doesn’t simply exist as a company marketing and data cultivation tool. By rewarding users for installing the app, you can ensure they see that value, while minimizing any lingering negative impressions.

At Virdee, we recently released a web-based extension of our product to simplify the guest engagement process pre-arrival. Incoming guests can now access and input pre-arrival check-in information into the system via the web; upon arrival, they can then either download the app to access their digital key or obtain a physical key from a kiosk. As Apple continues to iterate on its wallet solution, we are pushing forward on developing integrations with the major wallet providers to eventually issue NFC-enabled digital keys via email or SMS. This will remove the need to download an app completely in the near future.

Currently, Virdee powers a fully contactless check-in experience, enabling 100% of hotel guests to check-in either via mobile device or kiosk, receive a digital or physical key and head straight to their guest room. New web functionality facilitates more engagement earlier in the pre-check-in process; guests can complete much of the pre-check-in requirements before arrival, and can seamlessly transition to the app to receive their digital key.

These combined innovations are paving the way for a more automated check-in process, which is creating labor efficiencies and ensuring guests are no longer standing in line at the front desk.

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