Digital Guest Experience Platform
A luxury resort had no digital touchpoint with guests between booking and checkout, missing opportunities for upselling, feedback collection, and personalized service.
- 45%
- Upsell Revenue Increase
- 4.8★
- Guest Satisfaction
- 80%
- Digital Adoption
- 4 mo
- To Delivery
Guest communication was limited to front desk interactions and paper collateral in rooms. The resort had no way to offer pre-arrival room upgrades, promote spa services during the stay, or capture feedback before checkout — when it's too late to recover.
They needed a digital guest platform accessible on personal devices that enabled pre-arrival engagement, in-stay service ordering, real-time feedback, and personalized recommendations based on guest profiles.
We built a progressive web app for guests that offers pre-arrival check-in and upgrade offers, in-stay dining and spa booking, a real-time chat with concierge, mid-stay satisfaction surveys, and personalized activity recommendations based on guest preferences and past visits.
Upsell revenue increased 45% through targeted digital offers, guest satisfaction scores reached 4.8 stars, and 80% of guests actively used the platform during their stay.
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