Small Inn is Big on Guest Engagement with Intelity


Mobile app powered by Intelity is improving communications and streamlining check in at the Jackson’s Falls Country Inn in Milford, Canada

This month the Jackson’s Falls Country Inn in Milford, Canada, began engaging with its guests via a custom mobile app powered by Intelity. Equipped with the Intelity mobile app, guests staying at the nine-bedroom boutique inn and restaurant in Prince Edward County (PEC) have more control over their stay, including the flexibility to use their mobile devices to check themselves in and out.

“Jackson’s Falls Country Inn is a small family business,” said Lee Lewis, property owner and chef. “In the past, it was difficult to connect with guests. If I was in the kitchen preparing dinner, I wasn’t easily accessible to answer questions. Also, travelers seldom arrive right at check-in time. Because we are in the heart of wine country, guests may stop at a winery, tour a local brewery or just sightsee around PEC before arriving at the Inn. They shouldn’t be rushed or feel stressed because they are running late. The beauty of being on vacation and staying at a small country inn is having the freedom to roam, relax and enjoy life on your own terms. With Intelity’s mobile app, I don’t have to wait around for people to check-in; I can be off tending the organic garden, preparing a meal or refreshing a room. And, when guests do arrive on property, rather than searching me out, they can check themselves in using the mobile app. They don’t have to engage with staff unless they want to.”

The mobile app from Intelity gives guests greater control over their stay by turning their mobile devices into guest service tools, whether they are physically on premises or offsite – literally anywhere else in the world. Orders and requests can be placed even before guests arrive at the Inn. The app facilitates room service requests, schedules wake-up calls and valet assistance makes a restaurant reservation, and easily checks guests in and out.

“The mobile app isn’t replacing personalized service, it’s enhancing it,” Lewis said. “Perhaps a couple that just checked-in gets to their room and realizes they’re hungry, but they want some downtime in the room before venturing out again. Through the app, they can order a bottle of wine with a local cheese plate to be delivered to the room. Without the app, that service wasn’t previously available. We are so happy to have found Intelity. There are a lot of mobile app developers out there, but few have the functionality of the Intelity mobile app.”

By June, Lewis said she plans to add the lobby tablet solution from Intelity. By placing a tablet computer in the lobby, those guests who prefer not to download the Inn’s app will have access to the same services via the tablet. Intelity’s lobby solution will provide a resource for guests to find information to frequently asked questions and solve common needs. It will reduce strain on staff and enable them to focus on more detailed guest requests and operating procedures. Intelity’s lobby solution will provide general information on Jackson’s Falls Inn and Restaurant, offer maps to local attractions and much more.

“We are delighted that this rustic, casual and cozy country inn is relying on Intelity to better engage with its guests,” said Gregg Hopkins, Intelity chief sales and marketing officer. “This is a one-of-a-kind lodging experience that fuses European and First Nation cultures in its dining room and décor. Through our app, Jackson’s Falls Country Inn and Restaurant can share its rich history with guests. The Public House Restaurant, comprised of a dining room, bar and guest lounge, was originally built in 1870 as a one-room public school house. Guests enjoy local wines and craft beers on tap here while indulging on indigenous wild foods prepared by Lee. Then, they can retreat to the inn which lodges the nine guestrooms. It is the perfect venue for small events, corporate retreats or travelers just looking for some quiet, country charm. More importantly, Jackson’s Falls Country Inn is proof that you don’t need to be a large resort to benefit from Intelity’s guest-service tools. Size doesn’t matter; it’s guest engagement that counts.”