Context
A premium multi-property hotel chain wanted to offer its guests a coherent digital experience across its entire network, from booking to check-out. The goal was not to replace human contact, but to eliminate operational frictions that slow down guests and teams alike: reception queues, phone calls to order room service, complex coordination to book the spa.
The challenge
The main challenge was operational variability: each hotel in the group has its own processes, its own management tools, sometimes different physical equipment. Building a single application that adapts to this diversity without diluting the guest experience requires a particularly flexible architecture, with fine-grained personal data management, payments and integration with existing property management systems (PMS).
Our solution
We developed an iOS and Android mobile application built on React Native with a per-property configuration engine. Each hotel can enable or disable modules, customize its visual identity and adapt its service rules, without requiring a new application version. Core features include digital check-in, room service ordering, spa booking and direct chat with reception.
Results
- Check-in time divided by 4
- +35% room service orders
- NPS improved by 20 points
- Reception costs reduced by 25%
“Our guests love the app. It has become a selling point for our chain.”