Couples Resorts Chooses Intelity to Develop Brand-Wide Enterprise Mobile Guest Service Hotel App


The world’s leading provider of hospitality guest engagement technology was tapped by Couples Resorts to unite the brand’s portfolio in a single integrated, enterprise mobile platform.

Couples Resorts has selected leading hospitality technology provider Intelity to develop a brand-wide enterprise mobile app for use on guests’ iOS and Android devices. The app, available for download on Friday, will focus on amplifying the on-property experience to delight guests and provide additional support once they have booked a reservation with one of the brand’s resorts.

Intelity’s award-winning ICE (Interactive Customer Experience™) guest engagement platform will serve as the foundation for the new app, combining guest service and engagement features with enterprise management tools through a single platform.

Couples Resorts Director of Operations Abe Issa said, “We selected Intelity based on the company’s incredible proven record for developing solutions that deliver results. We were impressed by their reputation and portfolio of clients, and after our discussions with them, we realized they had the ability to meet all of the desired functionality we needed as well.”

The brand’s resorts in Jamaica will be featured on the app, managed through one back-end system. Staff will enjoy operational features including digital content management, built-in ticketing solution, direct marketing and messaging, and access to analytics about guest usage and staff performance.

Integration with the Property Management System is in use at all of the resorts, Resort Data Processing (RDP), will allow for seamless transfer of data between the two systems. Another custom developed integration with the brand’s proprietary reservations system allows the mobile app to be used to make reservations for onsite activities or at resort restaurants, which then appear as part of a user’s profile on the app.

“The back-end tools were the real draw for us. We didn’t want just an app. We wanted a full system that we could use to create a unified digital service strategy across our entire brand,” Issa said.

Using the intuitive, customizable interface, guests can conveniently navigate a digital compendium of information that includes all of the properties from anywhere in the world. They can plan a stay with a digital romance concierge, as well as submit dining and general requests, which are sent to appropriate staff members for faster response times.

Intelity CEO & President David Adelson said, “Technology provides a perfect way for hospitality to form meaningful connections with guests. It opens a full line of communication that allows hoteliers to receive feedback and insight directly from customers in order to provide better service, better marketing. Our goal is to empower Couples with new opportunities to engage and satisfy guests.”