What are Mobile Apps & Web Apps?

An app, or application, is a type of software that enables hotel guests to perform specific tasks and access diverse information. These apps can be accessed by downloading them on app stores or by browsing a specific URL link. Downloaded apps are called mobile apps, while browser-based apps are referred to as web apps or PWA (progressive web apps).

What are the benefits of offering a Mobile App or Web App to your customers?

Apps can enhance the guest experience throughout the entire customer journey (pre-, during, and post- stay), by providing contactless and seamless services, as the guest can access all relevant information and processes via their own device. Also, apps can improve hotel operations, thanks to streamlined workflows, improved communication processes, and by that fast(er) resolution of guest requests. A branded hotel app can be a powerful marketing tool that helps hotels reach out to their audience helping create a close marketing group of highly engaged customers. Also, apps can drive a hotel’s loyalty program.

What are the relevant trends for Mobile Apps & Progressive Web Apps?

Progressive web apps are modern web pages that also perform as mobile apps. This technology is still quite new on the market but already trusted by many hotels. The implementation of this solution in the travel industry, and not only, can improve mobile page speed and user experience. What’s also great about PWA technology is that it doesn't require any download and is accessible from any device by through a URL link sent via SMS, email others communication channels.

What are the most important features to look for in a Mobile App or Web App?

• Hotel directory (information & services): ensure your guests can access all important information about your property.

• Progressive Web Application (PWA): more often than not, guests do not want to download another application that will only serve them for the duration of their stay. Choosing a web app will increase usage rates.

• Wifi landing page: check that the provider can also make the web app accessible when guests connect to the hotel Wifi.

• Chat with front desk: customers should be able to reach your staff via a chat accessible in the app.

• Multilingual (guest-facing): make sure your app can be translated in multiple languages to cater to all guests.

• Book internal services (e.g: restaurant, spa...): an app shouldn't only help guests find experience but also let them self-serve themselves by booking a table, spa treatment or other activities.

What are the key integrations you should look for when selecting a Mobile App or Web App for your hotel?

Required interfaces vary based on features and the depth of automation wanted by hoteliers.

• Property Management System (PMS): A “2-way” interface to the PMS and payment processor will allow for automated room key delivery and payment processing. 
• Point of Sale: An integration to point of sales systems will enable streamlined room-service ordering. 
• Staff Communication & Task Management & Housekeeping Tools: In order to escalate guest requests, an integration to the staff communication or housekeeping tool is needed.

What is the typical pricing for a Mobile App or Web App?

The pricing for mobile apps & progressive web apps can vary a lot depending on the level of customization and depth of requirements from a hotel. Off-the-shelf solutions typically run on a monthly subscription-based model with a contract length of min. a year. The pricing models are built on a per room per month basis. Apps that are specifically developed for your property or hotel group can incur high upfront development costs but will have more customization possibilities.

What to expect when implementing a Mobile App or Web App?

A typical implementation of a mobile app or progressive web app varies a lot depending on the level of customization and depth of requirements from a hotel. This process can vary from a few days to several months of development.