Contact-Free Solutions for Hotels - Zaplox's Mobile Guest Journey in Five Steps www.zaplox.com
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Contact-Free Solutions for Hotels
Zaplox’s Mobile Guest Journey in Five Steps
www.zaplox.com
85% respondants says that utilizing
technology to reduce direct contact would
have considerable impact on guests’
comfort levels staying there. [AHLA]
Introduction
The Rise of Contact-Free Technology in Hospitality Post Covid-19
Since the Covid-19 outbreak, hoteliers have suffered severe In parallel to the investment in guest safety, most hoteliers
capital losses and as the market slowly recovers, they operate with reduced staff and are therefor focused on
are facing the difficult challenge of how to provide a safe finding technologies that can streamline the operation and
environment for guests and employees while maintaining keep costs at bay to ensure a quicker recovery to sustain
high-quality services and keeping operating expenses low. profitability. As a result, solutions that use automation and
self-service technlogies are quickly gaining traction.
Wary travelers demand everything from rigorous cleaning
to less interaction with staff and other guests. In an effort to With bookings down, hoteliers are also looking at ways
keep guests and staff safe, leading American and European to supplement room sales with ancillary services such as
hotel brands as well as industry organizations such as the early check-in, late checkout, breakfast in the room, spa
American Hotel & Travel Association (AHLA) have developed treatments, golf outings, and dinner packages—and the
new safety protocols that include enhanced cleaning mobile guest journey enables hoteliers to promote these
checklists, social distancing guidelines, and the use of services directly in the hotel app.
contact-free technology. Contact-free check-in and mobile
keys that were “nice-to-haves” before the pandemic, have
become “must-haves” in order to limit in-person interaction
and reduce the risk for infection.
60% of people would be more likely to stay at a
hotel that allows contactless check-in and the ability
to use a phone as a room key—16% even say it’s a
“must have” to visit a hotel. [Deloitte]
Zaplox’s Mobile Guest Journey in Five Steps
Hoteliers should carefully review the various touch points throughout the guest journey to identify how
contact-free technology can provide safer steps and provide more cost efficiency.
1. PRE-STAY 2. ARRIVAL DAY 3. DURING THE STAY
Se
§ Book your stay in the app § Contactless mobile check-in § Communicate directly with
§ Receive pre-arrival § Guest registration & hotel staff via chat
information about e.g. preautorization § Order room service &
screenings & safety § Mobile key - no physical make dinner reservations
protocols handling of key cards § Schedule spa & gym
§ View promotions about appointments
upgrades & add-ons
§ Access information about
the hotel amenties
§ Use the mobile key to
access gym, pool,
conference rooms, etc.
5. POST-STAY 4. DEPARTURE DAY
§ Guest satisfaction survey
§ Mobile checkout
§ Book the next stay
§ Arrange concierge service
§ Communicate with staff & transportation
§ View promotions & special § Review room charges &
packages settle the folio
§ View the receipt via email
Once the room has been booked, the hotel can use the app
to communicate important pre-arrival messages via push
notifications, including information about the hotel’s safety
protocols, pre-screenings, and other practical details that
contribute to a smoother arrival. Guests who haven’t down-
loaded the app yet, receives a pre-stay message, prompting
them to download the app to access the reservation.
By using the guest app for pre-stay communication, hotels
can increase customer engagement with positive effect on
the guest experience. Not only will the check-in be easier,
1. Pre-Stay but hoteliers can also leverage the app to upsell add-on
services and special packages that can be added to the
§ Direct-booking via the app reservation before the guest arrives to the hotel, contributing
§ Pre-arrival information to the hotel’s bottom line while making the stay more enjoy-
§ Promotion of upgrades, special offers and add-ons able for the guest.
The mobile guest journey starts already before guests arrive
at the hotel. In fact, it starts when customers are looking Meeting guest expectations for cleanliness and
to make a reservation. Returning guests, who already have proactively communicating with guests prior to
the hotel’s guest app on their smartphone, can be incentiv- arrival continue to be critical drivers of guest satis-
ized to use the app to make future bookings, consequently faction. [J.D. Power]
contributing to more direct bookings and better profits for
the hotel.
The use of mobile keys removes the need for touching and
handling plastic key cards. In addition, mobile keys eliminate
the need for printing replacement cards, making it a more
sustainable alternative to plastic key cards that are often
thrown away after only one use.
71% of consumers are more likely to stay in a
hotel that offers self-service tech, and 73% of
hoteliers agree that self-service tech will become
2. Arrival Day increasingly more important to their business.
[Oracle Hospitality]
§ Contact-free mobile check-in
§ Guest registration & preauthorization
§ Mobile key – no physical handling of key cards
Post the pandemic, mobile check-in has become a “must-
have” as guests demand contact-free solutions. Empow-
ered by the mobile guest journey, guests no longer have to
stop at the front desk, but can use their phone to access
the reservation and check-in.
The hotel has the ability to send alerts when the room has
been cleaned and sanitized to avoid waiting guests in the
lobby. Once a housekeeper marks a room as ready, the 3. During the Stay
room number immediately becomes available and is linked
to a reservation.
§ Communicate directly with hotel staff via chat
During the mobile check-in process, guests are prompted to § Order room service & make dinner reservations
confirm their guest details and preauthorize the payment if § Schedule spa & gym appointments
required by the hotel. Guests are able to communicate spe- § Access information about the hotel amenities
cial requests such as late checkout, online food and bever-
§ Use the mobile key to access gym, spa, conference
age orders, and extra amenities for the room. Not only does rooms and other hotel facilities
the contact-free check-in process reduce the risk for virus
transmission, but it also reduces the burden on the front The app assists hoteliers to maintain the high quality,
desk, thus allowing the hotel to reduce its payroll expenses personalized service that guests expect while minimizing in
and reassign staff to more revenue generating tasks. person contact between staff and guests. During the stay,
guests can quickly resolve guest service requests by con-
When the check-in process is completed, the mobile key tacting the the staff via the app’s chat function.
becomes available in the app. Guests can skip the check-
in lines and go straight to their room and unlock the door In addition, guests can schedule spa or gym appointments
by holding the phone against the electronic door lock. The and make dinner reservations. If guests are concerned
mobile key can be shared electronically with other guests of about having a housekeeper coming to the room, they can
the same party. also use the chat to decline the cleaning of the room.
The mobile key is used to unlock the room throughout the
90% of customers are positively inclined towards stay, but it can also be used to access other hotel facilities
contactless check-in/out, 58% consider it very such as the gym, pool or business center.
important. [Travelport]
Via the app, guests have easy access to information about
the hotel amenities, restaurants, and things to do in the
surrounding area. By providing your hotel’s digital compendi-
um, hotels can significantly reduce the number of calls to the
front desk and lower the cost for printed materials. The app
allows for information to be easily updated in real time as
guests always have access to the latest information.
50% of hotels are expanding food service takeout/
delivery options. [Oracle Hospitality]
5. Post Stay
§ Communicate with staff
§ View promotions
§ Guest satisfaction survey
§ Access reservation history
§ Book the next stay
After departure, guests still have access to the guest app
and can use it to book their next stay, access past reserva-
tions or look up receipts.
By implementing an effective post stay communication
4. Departure Day strategy, hoteliers can improve the engagement with cus-
tomers, get valuable feedback and make sure that their
hotel is top of mind for future bookings.
§ Contact-free mobile checkout
§ Review of room charges The app provides an opportunity for hotels to connect
§ Mobile payment directly with guests and collect feedback about the stay
through a customer survey. Guests who had a positive ex-
§ Request concierge service and transportation
perience, are more likely to book another stay and a promo
§ View email receipt
code may entice them to book another visit. Special offers
Mornings become a little less busy since guests no lon- can be communicated through email or push notifications
ger need to stop at the front desk to return the keys and via the app to increase future direct bookings.
pay when they checkout from their room. Instead, the app
reminds the guest when it is time to check out and in only
95% of consumers want companies to implement
a few simple clicks, the guest can review charges, pay and
checkout. The guest can also use the app to request con-
physical protection and distancing measures to
cierge related services and arrange for transportation. The help keep them healthy. [Prosper Insights & Analytics]
mobile key is automatically deactivated upon checkout and
an itemized receipt is sent to the guest’s email.
Some of Our Customers
Discover how other hotels, casinos and resorts use Zaplox’s mobile guest journey with
contactless check-in and mobile keys to deliver a safe and high-end guest experience.
2 Ten Hotel South Africa | Arlo New York City | Arp-Hansen Hotel Group Denmark
Best Western Hotels Sweden | Cabinn Hotels Denmark | Hotel Lundia Sweden
Hugo Hotels New York City | Iceland Hotels Iceland | Island Resort & Casino Michigan Self-Service
La Jolla Cove Hotel & Suites California | Little River Casino Resort Michigan Kiosk Solution
Pacifica Hotels California | Prarie Band Casino & Resort Kansas
Radisson Blue Mountain Resort Norway | Roxy Hotels New York City | Schani Hotels Austria Complements
Shooting Star Casino Minnesota | SkiStar Sweden | Soho Grand Hotel New York City Mobile Guest App
Steel House Denmark | Thunder Valley Casino Resort California
Turning Stone Resort Casino New York | Union Hotels Collection Slovenia Whereares the travel industry
Wakeup Hotels Denmark | Woodlands Resort Texas | XV Beacon Hotel Boston was early to adopt the self-
service kiosks at airports, hotels
have been much slower to offer
self-service options. During the
last few years, the interest in
self-service solutions started to
catch on in hospitality, but it is
first with Covid that the demand
reached a fever pitch.
Zaplox Kiosk is a great
complement for guests who
“Our priority is to ensure have not yet downloaded the
“As the business starts to pick “It is important that we
up again after the pandemic, continuously optimize the user- that guests feel safe and mobile guest app or are not
guest safety is our top priority. friendliness of the digital guest comfortable from the moment ready to use their phone to
Zaplox ‘s hotel app enables us journey to ensure a smooth, they walk through the doors. In check in. The kiosk helps create
to offer a contact-free check-in stress-free stay at our hotels. the light of COVID-19, we found a safe check-in experience and
and checkout experience that Thanks to our pioneering work it important to introduce ways
reduces the pressure on the
supports social distancing while with using Zaplox’s mobile to limit face-to-face contact.
allowing our staff to focus on guest app, we were much Zaplox’s app allows guests to front desk during peaktimes.
revenue-generating services”. better prepared for the re- choose the level of interaction Instead of waiting in a line,
opening after the Corona lock they want while they can guests can use the Zaplox Kiosk
Pablo Migoya
down.” still enjoy our award-winning for speedy contact-free check-
General Manager
cuisine, luxurious amenities and in and payment, and they can
Hugo Hotels, New York City Benedikt Komarek
high-quality personal service.”
CEO & Owner also print their own key cards.
Schani Hotels, Vienna Kara Smith At departure, the kiosk allows
Director Sales & Marketing
guests to quickly checkout,
XV Beacon Hotel, Boston
review the hotel bill, and pay.
Use Zaplox Kiosk for:
Some of Our Partners & Integrations §
§
Self-service check-in
Guest registration &
Zaplox is committed to deliver a best-in-class mobile guest journey that streamlines preauthorization
staff efficiency while improving the guest experience and loyalty. By working closely § Encoding of key cards
with other hotel systems vendors, Zaplox can provide seamless integration with leading § Checkout with folio review &
payment
PMS, lock systems, payment solutions, and other hospitality solutions.
Zaplox Product Offerings
Turnkey Mobile Guest Journey &
Self-Service Solutions
Seamlessly integrated with PMS and locks
Zaplox helps hoteliers deliver a contact-free guest
experience while streamlining staff efficiency and
generating new revenue opportunities with mobile
check-in/checkout, mobile keys and personalized guest
communication – powered by Zaplox’s mobile guest app
and self-service kiosk with integration to leading PMS and
lock systems.
Zaplox Mobile Key Zaplox Mobile Guest Zaplox Mobile Guest Zaplox SDK Zaplox Kiosk
App (Premium 1) App (Premium 2) App (Premium 3)
Product overview Enables hotels to Allows hotels to Adds mobile payment Enables hotels to Kiosk solution for
offer a mobile key custom-build a to the custom-built, add mobile check-in/ hotels that want to
instead of a plastic safe, contact-free safe, contact-free checkout with mobile offer digital check-in/
key card in order mobile guest journey mobile guest journey keys to their existing checkout with the
to create a safer, with PMS and lock with PMS and lock app with integration to ability for guests to
contact-free guest integration. integration PMS and locks. encode their own
experience. keycard on arrival and
make payments.
Make a reservation √ √ √ – –
Pre-check in – √ √ √ n/a
Check-in – √ √ √ √
Guest registration – √ √ √ √
Preauthorization – √ √ √ √
Mobile keys √ √ √ √ n/a
Key card encoding n/a n/a n/a n/a √
Hotel information √ √ √ – –
Chat (3rd party √ √ √ √ –
provider)
Checkout – √ √ √ √
Folio review – √ √ √ √
Payment – – √ √ –
Push notifications √ √ √ √ –
Offer management √ √ √ √ n//a
PMS integration – √ √ √ √
Lock integration √ √ √ √ √
Custom-branding Limited √ √ n/a √
Welcome Your Guests Back
With Mobile Check-in & Mobile Keys
Contact Zaplox to learn more about our contact-free mobile guest journey.
If your hotel already uses electronic door locks You can be up and running in no time if your
hotel already uses electronic door locks.
Request a Personal Demo
zaplox.com/demo
Zaplox is the market innovator and leading provider of a contact-free mobile guest journey and mobile key services for hotels, casinos,
and vacation home rentals. We offer a turnkey platform that helps manage the entire guest journey – from booking to check-in/check-
out with a mobile key and guests communications – available directly in the guest’s phone. Zaplox works with all major smartphone
platforms and has been integrated with leading the property management systems, lock systems, payment solutions and hospitality
platforms. Zaplox is a publicly traded company on the Nasdaq First North Growth Market with offices in both Europe and USA.
www.zaplox.com
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