The tourism sector is undergoing a profound change. Experience has become the industry’s raison d’être: travelling is also about discovering new sensations, contacts, colours, real life moments, more than just visiting tourist sites, mountains and beaches. Airbnb has profoundly changed the entire hospitality industry by proposing a completely integrated customer journey by developing the experiential dimension of travel.
Today, hotels are struggling to adapt, partly because of ageing hotel technologies, more focused on the booking process than on the relationship with customers. It is now possible for any hotel, tourism operator or flat owner to offer a fully integrated and personalised, digital, multi-channel and multi-experience customer journey.
HotelAppz is a new technology that makes it easy to create a personalised and automated multi-channel (online and offline) customer journey for greater impact and efficiency. It integrates immediately with the hotel’s PMS (Property Management System: hotel reservation management programme). The benefits are immense: offering a much better service to each guest, according to their specificities: their language, their preferences, their favourite communication channels. In addition, it is now possible to reduce the administrative burden on staff, establish a real customer relationship, and increase customer satisfaction and loyalty.
“For us, it is really important to remove all the little and big irritants, for an optimal quality of service. This is at the heart of our differentiation”
HotelAppz is currently used in 15 different countries, particularly in Asia, and is expanding rapidly. For Damien Montembault, CEO and founder of “As a Guest”, a private sales concept for single-price accommodation: “For us, HotelAppz is the vector of a phygital experience that allows us to better understand our customers and, above all, to serve them better. For us, it is really important to remove all the little and big irritants, for an optimal quality of service. This is at the heart of our differentiation.” The strengths of HotelAppz are: its simplicity of use allowing productivity gains, a powerful segmentation engine that encompasses all the specificities of the sector: distribution channels, types of travel, languages, booking status, customer score, etc., automations for all the key moments of the customer: preparation of the stay, disclosure of experiences, easy collection of the satisfaction score, before and after advice…). HotelAppz has developed an API that enables flexible integration with all hotel IT systems (wifi, POS of restaurants and bars, transport, etc.) and any other type of technology (self check-in, contactless key, etc.). The complete orchestration of the entire hotel experience is now easier, as is the integration of new needs or health constraints (pass management) or regulatory constraints (KYC) much more flexible and easier.“Having a conductor, open to all types of technologies is an essential asset to captivate, enchant and retain customers.”
For Mollies, a hotel chain in the UK, HotelAppz is an opportunity to develop its cross-sell with personalized vouchers. For the Artus Group, a major group in Hong Kong that operates luxury hotels and shopping centres, it is a way to develop its global brand and deploy a loyalty programme for premium customers. Rui Teixeira Guerra, founder of HotelAppz: “I dreamt of a tool that really facilitates the relationship between hospitality professionals and all their customers. Today, everything changes very quickly and customers are very demanding. Having a conductor, open to all types of technologies is an essential asset to captivate, enchant and retain customers.” Finally, HotelAppz is committed to carbon traceability, and soon neutrality. HotelAppz is incubated within the Welcome City Lab. The Welcome City Lab is an innovation platform dedicated to tourism and supported by Paris&Co, which helps more than 500 startups every year. Welcome to the multi-channel and multi-experience hotel of tomorrow! About the Welcome City Lab: Paris is the world’s leading tourist destination and hosts the world’s first incubator dedicated to tourism: the Welcome City Lab. The Welcome City Lab is an innovation platform dedicated to tourism and supported by Paris&Co, which helps more than 500 startups every year. It is a platform that offers a range of services: an incubator, a meeting and co-working place, a monitoring unit and an experimentation platform.