A Blog by INTELITY

At Your Service

Presenting the latest innovation and trends in hospitality technology and the products that are revolutionizing the service industry.

in-room tablet

INTELITY Helping Hotels Boost Guest Satisfaction Scores with its ICEapp and ICEbedside Tablets

A study shows hotels adding mobile tablets to guestrooms can boost satisfaction by 47 points and those featuring a mobile app can drive approval ratings by 58 points

2018 is shaping up to be a pretty good year. A recent article published by Lodging magazine reports that “across the board, hotels are making their guests happier than ever.” Citing results from a newly released J.D. Power 2018 North America Hotel Guest Satisfaction Index study, “overall satisfaction for the industry increased eight points to 825 on a 1,000-point scale.” Guestroom technology is one contributing factor to hotel-stay happiness. A significant finding in this study, Lodging reports, is that guest satisfaction can rise by as much as 47 points when a hotel provides an in-room tablet. Hotels offering a mobile app can achieve a 58-point approval increase.

INTELITY has always been a forward-looking company,” said David Adelson, INTELITY chief executive officer. “Back in 2010, we were the first hospitality company to introduce a guest-service mobile app and an in-room tablet. These tools make it possible for travelers to engage with a hotel before, during and after their stays. It’s gratifying to see that these mobile technologies continue to drive guest satisfaction. Both the mobile guest app and in-room tablets are growing in demand daily across the globe for their ability to keep hoteliers connected to their guests, and vice versa.

“Our customers tell us that their guests appreciate INTELITY’s mobile app and in-room tablets because both provide an efficient way to interact with the hotel,” Adelson said. “As operators, they enjoy being able to offer the conveniences of technology without compromising their high standards of service. Today, 90% of guests are using ICEbedside when provided, of whom 75% are using it to order room service. On average, customers report that checks have increased by 12% from upselling through the digital in-room dining menu presented on INTELITY’s in-room tablets.”

Early Adopter Says ICE is Nice

When Stephen Johnston, managing director and general manager of the Boston Harbor Hotel, heard about the mobile guest app after its initial launch, he said he was skeptical. From increased revenue and guest satisfaction to a stronger ability to communicate with hotel guests, it sounded too good to be true. Understanding the growing importance for weaving technology into the guest experience, Johnson and his hotel’s management team knew that hospitality technology was no longer a “nice to have,” but rather a “must have.”

“When INTELITY was first presented to me years ago, I was intrigued because at the time the Boston Harbor Hotel did not fully utilize technology, and we were looking for new ways to do so,” Johnston said. “After installing INTELITY’s in-room tablets and launching the mobile guest app, any doubts have more than dissipated. The numerous benefits realized through the use of the platform surpassed expectations.

“We listen to our guests a lot and value their feedback,” he said. “We’re very engaged as a Forbes Five-Star hotel. Since we added the hotel tablets to the rooms, I have received so many positive comments from our guests. Guests appreciate this new and efficient way to interact with the hotel, and we enjoy being able to offer the conveniences of technology without compromising our high standards of service.”

Johnston said about 80 percent to 90 percent of guests use the mobile guest app and in-room tablets as the primary method of placing requests and communicating with hotel staff. Both tools offer a new interactive guest experience. In addition, in-room print costs have decreased by 90 percent.

Satisfaction Spreading Across the Globe

INTELITY’s guest technology is also enabling the Rancho Santana in Nicaragua to more efficiently share and update information about on-site activities, amenities, events, pricing and marketing promotions. Resort guests and residence owners are receiving important notifications without stopping by the front desk.

“With the mobile app and in-room tablets, we have one space we can constantly keep updated and don’t constantly waste so much paper,” said Stephanie Judge, the hotel’s marketing and administrative specialist. “Guests really like being able to see the information and not have to come to the concierge to get it. Because our property is so large, it might be a drive for a guest to get to the concierge. Instead, they can just pull up information right on the in-room tablet or their phone.”

Rancho Santana’s staff are also benefiting from these mobile guest-satisfaction and engagement tools. Receiving guest requests directly through the Request Manager module of INTELITY’s back-end system has increased accuracy, as staff is no longer required to manually record requests. Members of staff also don’t have to field as many questions from guests about basic information that is now entirely housed on the in-room tablets and app.

“Since implementing these INTELITY technologies, I stayed at a 5-star luxury hotel in Orlando and was able to experience the mobile guest app and in-room tablets as a guest,” Judge said. “It was cool to see that our coastal hotel is in the same league as other prestigious 5-star properties as far as being progressive with technology. It was fun to see other creative ways to use this technology to improve the guest experience and I have new ideas for how we can use it in the future.”

LuMINN Hotel Minneapolis is Elevating Guest Engagement via Intelity/INNCOM Integration

Guests are controlling room lighting, temperature, alarm clock and more PLUS accessing hotel services and information directly from the Intelity bedside tablet

Guests staying at the LuMINN Hotel Minneapolis, an Ascent Hotel Collection Member, are controlling their room environments and engaging with the property in exciting new ways. Since adding Intelity in-room tablets to each guestroom – which are interfaced to the INNCOM by Honeywell Integrated Room Automation Systems (IRAS) – guests are controlling room temperature, lighting, and alarm clock directly from their guestroom tablets. Guests can also access the hotel’s mobile app, powered by Intelity, which provides a direct link to hotel information, services, concierge, transportation, maps, directions and more.

“Adding in-room tablets to each room brings another element to the guest experience,” said LuMINN Hotel Minneapolis Owner Harshal Patel. “Today, everyone is tech savvy and has a smartphone or tablet. Enabling guests to use an in-room iPad as an alarm clock or to request amenities or control elements of the room like temperature and lighting is an engaging way to exceed their expectations, and it’s a service that not many hotels are offering.

“LuMINN isn’t the biggest hotel and adding in-room tablets wasn’t in my budget, but I believed it was a necessary investment that would instantly add differentiation and boost guest satisfaction and loyalty. The Intelity ICE platform is extremely intuitive, and it came with an already-established interface to INNCOM. Partnering with Intelity just made sense.”

While saving energy is of the utmost importance to Patel, he said it was not the key reason he was eager to offer room-control functionality on the in-room tablet.

“Being able to turn off lights or raise or lower room temperature through the tablet is a perk, especially if it lowers my energy bills, but it’s not the reason I was excited about the technology integration,” Patel said. “I’m more concerned with providing convenience to my guests and not requiring them to get up from our comfortable beds to turn off the lights or turn on the Do-Not-Disturb button in the hallway. Many travelers already have ‘connected homes.’ With Intelity + INNCOM, they can now be connected to their rooms in the same way. It’s fun, it’s interactive and it’s elevating the LuMINN Hotel Minneapolis experience.”

Solid Integration Partnership

INNCOM began working with the LuMINN Hotel Minneapolis in early 2017 when it was previously known as the Federal Plaza Hotel. Installation included the INNCOM E528 thermostat that provides energy control, humidity monitoring and motion detection for a more efficient HVAC system. The E528 series thermostat serves as the network gateway for guestroom controls, including the Intelity in-room tablet interface. Also featured in LuMINN guestrooms is the INNCOM EVORA Switch Series. EVORA enables guests to control lighting independently in the Entry, Cove and Window areas of the room or all together.

Michael Asmussen, Engineering Manager for INNCOM by Honeywell, said the company has a “healthy partnership” with Intelity and explained that any property with a networked INNCOM system can leverage the EMS to connect to Intelity in-room tablets that INNCOM does not offer.

“The synergies between INNCOM and Intelity are beneficial for all hoteliers,” Asmussen said. “Whether a hotel starts with INNCOM and adds Intelity or vice versa, our proven and compatible interface gives guests to control their room environment. The two-way communication is completely transparent to the guest. All they see is a fun, new, and interactive way to connect to the room. For guests, it’s nothing short of magic; for owners and operators, it means better efficiencies and lower energy costs.”

Gregg Hopkins, Intelity’s Chief Sales & Marketing Officer, said the two companies have been working together for almost eight years.

“The Intelity / INNCOM relationship is very strong,” Hopkins said. “We are giving hoteliers the ability to offer a flexible user interface that gives guests more control over their stay experience. It’s the next generation of self-service that today’s modern travelers are looking for. We are thrilled that the LuMINN Hotel Minneapolis is LIVE with Intelity’s in-room tablets, and we look forward to working with INNCOM at more properties soon.”

Art Ovation Hotel Elevates its Gallery Experience with Intelity

Guests take Intelity’s portable In-Room Tablets with them as they tour the hotel, learn about each piece of art and its artist, and purchase the works.

Something extraordinary is happening in Sarasota, Fla. This month the Art Ovation Hotel Autograph Collection® opened its doors at 1255 North Palm Avenue as an active host, facilitator, patron, and partner of the arts. To enhance the hotel’s art gallery experience, the property equipped each of its 162 guestrooms with portable in-room tablets from Intelity. Guests can click on the Ovation Arts icon in the hotel’s mobile app, powered by Intelity, to see objects on display throughout the property, and they are encouraged to take the in-room tablets with them as they tour the gallery. Uploaded videos provide details on each work and its artist, and guests can purchase pieces directly through the mobile app.

Using Intelity tablets, our guests are engaging more closely with local artists and learning about their artistic expressions on display throughout our hotel,” said Front Office Manager Egemen Alici. “Together with the Ringling College of Art and Design, we are presenting an evolving array of unique, immersive, artistic experiences supported by exceptional hospitality in a dynamic, art-centric environment. Intelity is helping us bring these art experiences to life through the mobile app they created. Guests can view videos of the displays on their tablets prior to seeing them face-to-face, or they can tour our exhibitions with tablets in hand – and even buy art on the spot using the Ovation mobile app.”

At Art Ovation Hotel, guests are invited to interact and be part of the rotating art exhibitions that include live performances, tours, classes, talks, and workshops. All artists are local, and most originated from Ringling College. Works are donated to the hotel and exhibited throughout the property. Eighty percent of art sold goes to the artists and 20 percent is given to the Ringling College Fund. Artists visit the property daily; some perform while others draw in front of guests to get them more engaged.

Mobile Messaging

Soon hotel staff will begin using Intelity’s new mobile messaging portal. Part of the ICE platform, the messaging portal will enable guests to place requests with hotel staff via the messaging channel they choose, whether it be SMS text or social media. Whether the guest is at home, in route to the hotel, or touring the art exhibit, staff will have the messaging tools they need to reply to guest requests instantly and deliver on requests efficiently.

“The Art Ovation Hotel offers something imaginative, inspiring and extraordinary,” said Gregg Hopkins, Intelity Chief Sales, and Marketing Officer. “It presents an evolving array of unique, immersive, artistic experiences supported by inspired technology in a dynamic, art-centric environment. What’s really cool for guests is that they can preview all art on display first from their guestrooms by using our convenient iPads. They can also use them to request room service, set wake-up calls, request valet service, make dining reservations, facilitate check out and much more. But even before they step foot into the hotel, guests can use Intelity’s ICEweb to get a more complete, personalized look at the property. No matter how visitors prefer to interact with Art Ovation Hotel, Intelity is powering the engagement process every step of the way.

“We are thrilled that Art Ovation Hotel is a new Intelity customer,” he said. “We look forward to expanding our relationship and bringing the hotel’s dynamic art environment to life with our ICE solutions.”

Intelity to Showcase Mobile, In-Room Solutions at HITEC Amsterdam

Mobile apps for service delivery, check-in/out and room keys, plus in-room solutions that engage guests via tablets, mobile devices, and AI voice commands, will be on display in Booth #166, April 11 to 13 at the RAI Amsterdam Convention Centre in Amsterdam, The Netherlands

Next week Intelity will showcase its award-winning mobile and in-room technologies at HITEC Amsterdam. For the first time, European hoteliers will have the opportunity to experience Intelity’s new ICEvoice solution that enables guests to use voice commands for requesting services and controlling the in-room environment, including lighting, drapery, and temperature. In addition, attendees can engage with Intelity’s mobile apps that bring hotel services to guests’ fingertips, facilitate mobile check-in/out, and even turn travelers’ smartphones into room keys. These technologies and many others will be on display in Booth #166 at the RAI Amsterdam Convention Center, April 11 to 13.

“Intelity has been making a lot of noise in North America, introducing new technologies and announcing installations from coast to coast,” said Gregg Hopkins, Intelity chief sales and marketing officer. “We are eager to be exhibiting at HITEC Amsterdam so that we can make even more noise in the European hotel market. The solutions we are showcasing were developed to meet hoteliers’ operations needs and guests’ demand for more personalized services.”

Here are just a few of the solutions that HITEC Amsterdam attendees will experience:

  • ICEbedside that places in-room tablets on nightstands to give guests fingertip access to hotel services while in the room.
  • ICE Mobile Dining provides an out-of-room dining experience for guests using their mobile device while they stay at the hotel.
  • MiKEY Mobile Check-in/out + Mobile Key that integrates with Bluetooth Low Energy locks to turn a guest’s smartphone into a room key.
  • Wrangler Mobile Device Manager that enables hoteliers to manage on-premises mobile devices such as tablets and TVs used by guests and staff.
  • Mercury Unified Messaging Portal that enables guests to place requests with hotel staff via the messaging channel they choose, whether it be SMS text or social media.

“Intelity is bringing guest engagement to one platform,” Hopkins said. “Our solutions work on all devices, raising the convenience level several notches for guests and hoteliers alike. Our digital tools make it easy for hoteliers to manage guest services and requests that give management and staff a range of capabilities. We encourage anyone looking to enhance guests’ experiences to visit Intelity in Booth #166 at HITEC Amsterdam. We’ve got modules that meet the needs of every hotel segment, brand affiliation, and budget.”

Del Lago Resort & Casino is Engaging Guests with Intelity

With nearly 10,000 engagements each month, guests of the Finger Lakes destination are interacting with Intelity’s mobile app and placing requests daily via in-room tablets

The Del Lago Resort & Casino is proof that the right mobile app will drive guest engagement and revenues. Since opening the hotel in July, which includes a European-style Spa and a 3,700-square-foot banquet facility, guests are initiating approximately 10,000 engagements a month with the property through the Intelity’s custom mobile app and in-room tablets. Analytics show that people are looking at resort and casino information daily via the app, and as a result, more than $25,000 in additional room service revenue has already been generated.

“The Del Lago Resort & Casino is ahead of the curve when it comes to technology,” said Del Lago’s Crystal Paolelli. “We believe strongly in the digital guest experience, which includes offering a mobile app so guests have easy access to information everywhere during their stay, and keeping that app front-and-center in guestrooms. With in-room tablets strategically located on nightstands, we are making it extremely convenient for people to order room service, request valet service, ask housekeeping for an extra pillow, make a restaurant reservation, schedule a treatment and much more. The in-room tablets give guests control some of the in-room technologies, like lights and the TV.”

“Before the hotel opened, we researched several mobile app developers and found the Intelity guest service platform to be the easiest to navigate and use; plus, it has the most integrations with our existing property systems,” she said. “We also like that Intelity’s in-room tablets are streamlined; there’s no clutter, just convenience. It’s a nice fit with our design aesthetic. Guests love it, and they are using it throughout their stay.”

Located at 1133 State Route 414 in Waterloo, N.Y., the Del Lago Resort & Casino features a 94,000-square-foot casino, 205 guestrooms/suites, a 24-hour fitness center, and business center. The property also features multiple restaurants, including Portico by Fabio Viviani, a French Quarter-inspired Farmers Market Buffet, the Centrifico bar, a 4,200 square-foot food court.

“The Del Lago Resort & Casino is the gateway to the Finger Lakes region,” said Gregg Hopkins, Intelity chief sales and marketing officer. “It’s a Las Vegas style venue in every way – especially the investment in guest-facing technology. We are honored that Del Lago is so pleased with the Intelity mobile app and in-room tablets. Whether guests are looking for basic property information or they want to use the device as an alarm clock, to listen to hundreds of international radio stations, check the local weather or change the atmosphere of the room, Intelity is just a touch away. By combining the luxury of Del Lago with Intelity’s engagement tools, guests are happy and more likely to return again and again.”