Guest communication is a top priority for hotels, but keeping up with rapidly evolving technology can be challenging. With so many options available—apps, tablets, or other solutions—how can hotels make the right choice to stay ahead?
Roomers Hotels, one of Germany’s leading lifestyle hotel groups and a SuitePad partner since 2016, asked themselves this very question. Back then, Roomers chose digital guest directories in the form of in-room tablets, successfully implementing them in several properties, including Roomers Baden-Baden, Roomers Frankfurt, and Gekko House.
But after nearly nine years of collaboration, a new question arose: Are we still using the right technology, or do we need to reach guests in new ways?
Why a Mobile Web App? Why Now?
As mobile devices became inseparable from guests, a new opportunity emerged: accessing hotel information via a mobile web app. Seeing this, Roomers wondered: Should we give guests the option to access hotel information on their own smartphones? At the same time, an investment in new tablet hardware was on the horizon. This put Roomers’ digital guest communication strategy under review.
Peter Maiwurm and Alejandro Conto from Roomers explored the potential of mobile web apps. A downloadable app was not an option—being part of the Marriott Autograph Collection, Roomers did not want to compete with the existing Marriott app. However, a mobile web app, accessible via QR code or direct link, seemed like an exciting alternative.
But how would the mobile web app compare to the existing in-room tablets?
The Pilot: Comparing Tablets and Mobile Web App
Together with SuitePad, Roomers launched a pilot project to test both solutions in parallel.
The test began in October 2024 at Roomers Frankfurt. Tablets remained in every room, while QR codes and links to the mobile web app were also provided. Guests were free to choose how they accessed hotel information.
After just over a month, the results were in—and they were very interesting, to say the least.
The Results: Tablets vs. Mobile Web App
Usage: SuitePad tablets recorded nearly 2,200 interactions, while the web app had around 200.
Page Views: Over 10,000 pages were viewed on the tablets, compared to around 300 on the web app.
Total Usage Time: Guests spent over 150 hours on the tablets—the equivalent of one staff member’s monthly working hours dedicated entirely to guest communication.
Comparison with Mobile Web App: In total, guests spent more than 30 times as much time on the tablets as on the mobile web app.
These figures show that in-room tablets drive high guest engagement. But the takeaway wasn’t a question of either-or—both solutions have their strengths.
Tablets and Mobile Web App: A Perfect Combination
The results confirmed that tablets are far superior when it comes to actually engaging the guests. However, the mobile web app also offers advantages of its own:
Seamless Access Anywhere: Guests can easily retrieve hotel information on their personal devices, whether they’re in their room or out exploring.
Pre-Stay Engagement: Hotels can connect with guests before arrival, providing relevant information and encouraging early interaction.
Enhanced F&B Visibility: The mobile web app allows for intuitively designed landing pages that showcase restaurant and bar offerings, increasing visibility and bookings.
Another advantage: Both solutions are managed through a central content management system (CMS). Hotel staff only need to update content once, ensuring it remains current across tablets and the mobile web app.
Rethinking Hardware Costs – The SuitePad Performance Model
Now that the performance question was settled, one last question remained: What about the hardware? Tablets need to be replaced after a few years to maintain the high standards of a five-star property. In a time of rising costs across the hospitality industry, planning such investments within a yearly budget is not easy—especially for a hotel like Roomers Frankfurt, with its 116 rooms.
This is where the SuitePad Performance Model comes into play. Roomers do not pay any upfront hardware costs but instead pay only a predetermined capped amount when measurable financial benefits are achieved. These can be additional breakfast bookings or guests opting out of daily room cleaning.
The best part? In a few years, Roomers can upgrade to new tablets without requiring additional investment.
Conclusion: A Win-Win Solution
For Roomers and SuitePad, the pilot project offered a glimpse into the future of guest communication. The hotel’s goal is to provide solutions that guests actually use. Now, Roomers is accessible via tablet, mobile web app, and the Marriott app, giving guests all the digital options they need to choose their preferred method. At the same time, Roomers only pay for the solution when guests actively engage with it. A fair deal for everyone involved.
About Suitepad
SuitePad stands as the leading provider of in-room tablets in the hotel industry. This award-winning solution combines a digital guest directory, booking tool, hotel phone, remote control, and various other functionalities into a single device. With over 1,000 clients worldwide, SuitePad transforms guest communication, boosts revenue, and streamlines operations. For more information, visit www.suitpad.de/en.
Dilara DeveliJunior Marketing ManagerSuitePad GmbH
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