ICE was the preferred Hilton vendor for interactive concierge systems. As part of this hotel’s renovation, they were looking for four things:

  • A very robust source of information about the hotel and about the area that was interactive
  • A way to communicate more easily with their customers
  • An ability to provide a simple platform for customers to access their social media and Internet
  • A way for customers to make requests of services that was easy and simple

Here’s what the hotel’s management had to say about ICE at the property.

“It is one of the most frequently used amenities in the hotel. So we’re very pleased with how rapidly it’s been adopted across all demographics.”

- Greg Stafford, General Manager

Usage by Guests: “We’re Pleased”

We see about 72% to the low 90% range of usage. It is one of the most frequently used amenities in the hotel. So we’re very pleased with how rapidly it’s been adopted across all demographics.

Benefits: Ease of Use, More Service

Obviously for guests one of the major benefits is that as they have information needs they can access those very easily. They’re accessing information in a way that’s interactive, that enables them to get to it very quickly and elaborate on that information as they need to. I think that the major issue is that we don’t have to transfer calls for requests from one person to another, but rather the guest request gets directly to the person who needs to fulfill the request. We’ve seen about a 12% increase in room service average checks, and we’ve seen a 10% increase in room service usage.

Support & Service: “Outstanding!” 

The Intelity client service team was just outstanding. They’re very responsive. If we have a problem, it is going to be solved within a matter of minutes. They’re extremely competent. I can only wish that we had such quick response and such competence from all of our IT partners.

Summary: A Competitive Edge

ICE has done all the things that we had hoped it would do. I don’t know why anybody wouldn’t want to put this system in their hotel, but I’m happy to encourage other hoteliers to not buy this system. We’d be happy to enjoy our competitive edge for a while longer.