Located in London, Eccleston Square Hotel is a luxury boutique property that has established a reputation as being one of the most high-tech hotels in the world. When the hotel opened its doors in 2011, it did so with Intelity’s ICE (Interactive Customer Experience™) Bedside installed on tablets in all guest rooms as well as ICE Mobile available for download to guests’ personal devices.General Manager Olivia Byrne said Intelity was selected because it was the first to begin creating such guest services technology and could provide the level of expertise the hotel needed as one of the first properties in the world to embrace this innovation.

“A lot of our guests want to try out the solution and have it available. It’s part of why they stay with us.”

- Olivia Byrne, General Manager

The technology has become an integral part of the guest experience. The hotel tries to begin encouraging guests to download its branded hotel app to a personal device even before they arrive at the property by including information about it in reservation confirmation emails.

Guests have responded very well to the technology overall. Olivia said when there is maintenance that requires the removal of the iPads from rooms, guests ask about them and are disappointed by their absence.

“A lot of our guests want to try out the solution and have it available. It’s part of why they stay with us,” she said.

The hotel makes an effort to design the guest-facing interface in a way that makes it a valuable resource to the guest throughout their stay. “We really try to utilize it as much as we can and put as much information as possible to help the guest and be a bit innovative,” Olivia said.

From July to October 2015, the hotel had a total of about 6,300 touches on the in-room tablet menu. The 39-room hotel had over 800 people use the ICE system during this same time period.

The top three types of guest requests made through ICE are:

  • In-Room Dining Orders
  • Digital Concierge/Hotel Information Resource
  • Valet Request

“What’s great about Intelity’s ICE is that you can definitely put a lot of information in there and make it very personalized.”

- Olivia Byrne, General Manager

A reporter from the Daily Mail, the second most read daily newspaper in the UK, visited Eccleston Square Hotel and called Intelity’s solutions for in-room iPads and personal mobile devices “incredibly handy.” The publication also wrote “the technology is what makes this hotel special and brings a new level of convenience to holidays or business trips.”

Olivia added, “What’s great about Intelity’s ICE is that you can definitely put a lot of information in there and make it very personalized. You can be quite creative and add your look or feel to match the hotel or the local environment, such as with restaurant recommendations.”