How art'otel London Hoxton Piloted a New Kind of Guest Experience

Introduction

When the team at art'otel London Hoxton set out to rethink their in-room experience, they weren’t after just another guest directory, they needed a platform that reflected their bold identity as a design hotel with a digital vision, integrated with their tech stack, and elevated guest interaction.

As the pilot for PPHE Group’s new digital strategy, the hotel knew the solution had to do more than digitize, it had to deliver.

SuitePad became that solution. Today, it’s the central touchpoint in 357 rooms, bringing tech, service, and brand together in one smooth experience.

Key results from the first 8 months include:

Over £32,000 saved through skipped cleanings using the Green Option feature
More than 2,000 guests opted in, actively engaging with the sustainability offer
Streamlined operations via integration with Unifocus, ReviewPro, and Oaky

About art'otel London Hoxton

The art'otel London Hoxton is set in East London, surrounded by galleries, music venues, and restaurants. The hotel blends bold interior design with a relaxed atmosphere, offering guests a stay that feels both inspiring and comfortable. With works from artists like D*Face and Banksy, it reflects the creative energy of Hoxton and Shoreditch throughout its spaces.

As part of the PPHE Hotel Group, art'otel London Hoxton was chosen to pilot a new in-room digital experience. The hotel’s mix of leisure and business guests, along with its strong focus on design and guest interaction, made it a fitting place to explore how technology can enhance service without disrupting the character of the stay.

Design with a Digital Edge

At art'otel London Hoxton, the in-room tablets are part of the hotel’s visual language. The experience begins with an animated splash screen that sets the tone from the moment guests unlock the device. Custom icons, shaped and styled to match the hotel’s branding, create a cohesive look that blends into the room’s design.

The tablet layout goes beyond standard service access. Tiles are carefully curated to reflect the hotel’s personality, including dedicated space for promoting artworks found throughout the property. Guests can learn more about featured pieces like the Giant Rat by Banksy or explore upcoming exhibitions and events that are part of the hotel’s cultural program. With an average session time of 4 minutes and 9 seconds, guests are actively engaging with the tablets, resulting in over 90,000 page views to date in 2025 in 8 months.

Bringing Tech Together for a Better Stay

Before SuitePad, the hotel was already using tools like Oaky, Unifocus, and ReviewPro, but they operated in isolation. Now, SuitePad brings them into one place where guests can benefit from them directly.

Unifocus handles operational tasks: requests made via the tablet go straight to the right team member.
Oaky manages upsell offers: guests receive pre-stay emails and can book upgrades directly through the tablet.
ReviewPro powers live chat: guests can message the front desk directly from their room, with quick, trackable responses.

“Guests don’t think in terms of systems, they just want things to work. SuitePad makes sure everything’s in one place, and that’s made a big difference,”
says Axel Krueger, the General Manager at art'otel London Hoxton.

Sustainability That Works for Everyone

One of the clearest success stories from the pilot has been the Green Option feature. More than 2,000 guests have chosen to skip daily room cleaning, leading to approximately over £32,000 in cost savings (based on 8 euros cleaning costs) and more than 2,000 guests ordering Green Option in 8 months. But the impact goes beyond the numbers.

At art'otel London Hoxton, sustainability is tied directly to guest choice and brand values. Guests who opt out of housekeeping can select a thank-you in return, either a drink voucher, Radisson Rewards points, or the chance to donate their gift to charity. And no matter what they choose, the hotel donates 1£ per order on their behalf.

This simple setup not only supports operational efficiency, it creates a moment of connection, giving guests a way to contribute to something meaningful during their stay.

A Strong Start, With More to Come

For art'otel London Hoxton, SuitePad has now become a part of how the hotel delivers its service. It supports the team behind the scenes, gives guests more control, and aligns with the brand’s style and values.

The pilot has shown what’s possible when technology connects the dots. With clear guest adoption, measurable impact, and strong team feedback, the results point to real potential across other PPHE properties.