Illuminate. Improve. Increase.

The Problems

As of today, most efforts in the Hotel Industry to analyse, understand and improve the guest experience are based on the classical post-checkout review approach. There are a few common issues related to this traditional model:

  1. Quantity: 30 – 50 % of the guests may not provide any review!
  2. Timing: Even when provided, the reviews become available in a late stage when it is already too late to improve anything for that particular guest experience. Every experience is unique, even for the same guest at the same hotel so businesses should do the best efforts to improve it while it is active.
  3. Quality: False positives or false negatives can be scattered across a pool of reviews provided by guests, for various reasons.
  4. Effort: Reading, understanding, analysing, summarising and transforming all reviews into a concrete list of action items…This involves some significant time and energy and increases the staff costs.
  5. Context: Many action items can result from a pool of reviews provided by various guests but how can the business prioritise them in a cost-effective way if they don’t actually know the profile of their guests? Every business wants to make sure that the action items resulting from their key target market are addressed with higher priority.

Meet iExperience!

iExperience aims to address the issues above, and more, by using AI to provide:

  1. To Hotels:
    1. Automatic, AI-based, guest experience evaluations leading to a generally deeper insight.
    2. Early, continuous and incremental guest experience evaluations, during the stay, while both the hotel and the guest still have the chance to maximise the experience.
    3. AI-based recommendations at experience level.
    4. AI-based recommendations at market segment level by automatically summarising the recommendations from the most recent evaluations of guest experiences for a particular market segment. Includes best/worst market segment detection.
    5. AI-based recommendations at room and facility levels by automatically summarising the most recent reviews of a particular room or facility.
    6. Upselling based on smart extras that can be configured at hotel level and enabled/disabled at experience level function of their applicability to certain experiences at various points in time.
    7. Guest chat: One-to-one text communication with guests at experience level.
    8. Message broadcasting: deliver text content such as emergency alerts, general announcements or promotions to all currently active experiences.
    9. Presence Monitoring: Real-time overview of guests distribution across the hotel rooms and facilities. (Available only for guests wearing the optional iExperience bracelet)
    10. Live translations:
      • All dynamic text content produced by hotel staff or the AI model (e.g. descriptions of hotel, facilities, rooms, extras, text messages in one-to-one chat or broadcasting, AI recommendations) in English will be automatically translated and delivered to guests in their own language in the guest app.
      • All dynamic text content produced by guests in the guest app (e.g. text on reviews, chat messages) in their own language will be automatically translated and delivered to the hotel in English.
      • The guest app currently supports the following languages: English (Default), French, German, Romanian, Italian, Spanish, Hungarian.
    11. Smart notifications (e.g. experience level changes, reviews added/updated/deleted, messages from guests) with smart filtering by type and importance so that different persons from hotel staff can monitor different types of guest activity.
    12. Bi-dimensional reviews (general level, one level for each topic and optional text) including configurable topics for hotel, room types and facilities so that guests can be guided in a visual way to focus on particular aspects which are of key importance for the business, even if they don’t provide the optional text, when submitting a review.
    13. Better market positioning by associating the business brand with iExperience – a clear evidence of customer centricity.
  2. To Guests:
    1. General hotel information including room types, facilities and extras available for a particular experience.
    2. Location-based notifications while the system detects the interaction of guests with various hotel facilities. (based on indoor location tracking)
    3. Health & Fitness stats.
    4. Quick, user friendly, bi-dimensional reviews (general level, one level for each topic and optional text), requested continuously during the stay, while the system detects the interaction of guests with various hotel facilities or their room. (based on indoor location tracking)
    5. Hotel chat
    6. Personalised AI-based recommendations for improving the experience, based on multiple layers of data such as personal (gender, age, urban/rural living, educational level, financial level, hobbies and interests etc), behavioural (interaction with hotel facilities), health & fitness (heart rate, stress level, sleep score, sport activities), and reviews.
    7. Personalised AI-based recommendations of various extras that are available at experience level, based on multiple layers of data such as personal (gender, age, urban/rural living, educational level, financial level, hobbies and interests etc), behavioural (interaction with hotel facilities), health & fitness (heart rate, stress level, sleep score, sport activities), and reviews.
    8. Live Translations:
      • All dynamic text content produced by hotel staff or the AI model (e.g. descriptions of hotel, facilities, rooms, extras, text messages in one-to-one chat or broadcasting, AI recommendations) in English will be automatically translated and delivered to guests in their own language in the guest app.
      • All dynamic text content produced by guests in the guest app (e.g. text on reviews, chat messages) in their own language will be automatically translated and delivered to the hotel in English.
      • The guest app currently supports the following languages: English (Default), French, German, Romanian, Italian, Spanish, Hungarian.

How it Works

When guests check in, they will be guided to install the iExperience Guest Mobile App if they are not using it already. (iOS/Android) As part of the initial setup, the system collects some personal data such as name, email, gender, age, urban/rural living, educational level, financial level, hobbies and interests etc. All this data is securely stored and processed by iExperience, shared with the hotel in a privacy-compliant summarised model and shared with 3rd party services like GPT-4 in a completely anonymised way. See Privacy Policy for more details.

Guests can also get a light, comfortable and waterproof bracelet to use throughout their experience. This is part of a simple and robust BTLE indoor location system that iExperience uses to track the interaction of guests with hotel rooms and facilities while building their experience history. While the usage of the indoor location system is optional, this is highly recommended in order for the system to better understand the guest experience and to provide more accurate improvement recommendations to both the hotel and the guest, especially when reviews are not being provided.

The hotel staff will then activate the experience in the system using the iExperience Portal web app. Based on that, the guest will immediately get the experience data in the mobile app to use throughout the stay.

Optionally, guests will also be able to link their Health & Fitness accounts to iExperience through the Guest App. Multiple data sources are supported including Garmin, FitBit, Polar, Strava, Apple Health, Samsung Health etc. This will improve the insight that the system has about a particular guest experience, by adding health & fitness data such as heart rate, stress level, sleep score, workouts etc.

All this data is processed by the central brain behind iExperience: The most capable AI model in the world, as of today!

The model is able to build a very accurate understanding of the guest experience based on personal, behavioural, health & fitness, and review data provided by guests throughout the stay.

Even if guests do not record any activity during their experience, such as submitting reviews or wearing the iExperience bracelet to automatically record their interaction with hotel rooms and facilities, the system is still able to provide some very useful personalised recommendations to guests for getting the most out of their experience, based on their personal profile!