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Sucess Story

How ROOMERS Hotels Found the Best Guest Engagement Solution with SuitePad

2200
interactions on the tablets
150 +
hours usage time
10000
page views

Introduction

With technology evolving rapidly, ROOMERS Hotels wanted to ensure they were using the most effective digital tools to connect with their guests. As a SuitePad customer since 2016, they had long relied on in-room tablets, but with the rise of mobile web apps, they questioned which solution could be the most effective.

To find out, ROOMERS Frankfurt launched a head-to-head test, comparing SuitePad’s in-room tablets with a mobile web app. The goal? Determine which platform best engaged guests while providing seamless access to hotel services.

The results?

  • Usage: SuitePad tablets recorded nearly 2,200 interactions, while the web app had around 200.
  • Page Views: Over 10,000 pages were viewed on the tablets, compared to 300 on the web app.
  • Total Usage Time: Guests spent over 150 hours on tablets, equating to a full month of dedicated staff time to guest communication.
  • Engagement Comparison: Guests spent more than 30 times as much time using the tablets compared to the mobile web app.
ROOMERS Frankfurt Exterior

ABOUT ROOMERS HOTELS

ROOMERS Hotels is known for its luxurious and immersive guest experiences, with properties like ROOMERS Baden-Baden, ROOMERS Frankfurt, and Gekko House offering top-tier hospitality. With a philosophy centered around innovation and guest-centric experiences, ROOMERS continuously pushes the boundaries of hospitality to create unforgettable stays.

Currently, more than 350 Suitepad in-room tablets are live across ROOMERS properties as digital guest directories, enhancing guest communication and service efficiency.

EVALUATING DIGITAL GUEST COMMUNICATION TOOLS

After nearly nine years of successful collaboration, ROOMERS began questioning whether they were still using the best technology to reach their guests. The hospitality landscape had evolved, with mobile devices becoming an essential part of travelers’ daily lives. This prompted ROOMERS to explore a mobile web app in addition to their existing in-room tablets.

To assess the effectiveness of both solutions, ROOMERS Frankfurt launched a pilot project in October 2024 in collaboration with SuitePad. The hotel retained SuitePad tablets in all rooms while also introducing QR codes and direct links to a new mobile web app. This allowed guests to choose how they accessed hotel information.

A chart showing the comparison of the SuitePad in-room tablets and mobile web app
A colorful chart showing the difference between the page views SuitePad in-room tablets and mobile web app got
A chart showing the interaction difference between the SuitePad in-room tablets and mobile web app
Difference of usage time between the mobile web app and the in-room tablet shown by a chart

Delivering Solutions, Achieving Results

AMANO Group implemented SuitePad's Stay Manager to integrate their guests into the digital processes while promoting sustainability and revenue growth. At Hotel AMANO Grand Central, the impact was remarkable: the average skipped room cleanings increased by 143%. Meanwhile, Hotel ROMY experienced a 95% increase in Green Option skipped room cleanings, reflecting how much the guests have been a part of this sustainable initiative.

Last but not least, the Stay Manager significantly enhanced breakfast upselling. After the feature’s launch at AMANO Grand Central in April 2024, the hotel nearly doubled its breakfast upsell revenue, achieving a 78% increase in just one month. These results highlighted SuitePad’s Stay Manager as a transformative solution for AMANO, driving both operational savings and increased revenue, all the while aligning with the hotel's Green Key Sustainability certification requirements.

Key Takeaway: A Hybrid Approach Works Best

Despite the results showing a clear advantage for in-room tablets, mobile web apps also offered their own set of benefits. While guests preferred tablets for browsing and interaction, the mobile web app provided easy access to hotel information on the go—whether in-room or out exploring.

The web app also helped guests connect with the hotel before arrival and boosted restaurant and bar visibility with a well-designed landing page. By combining the high engagement of tablets with the convenience of mobile access, ROOMERS Hotels created a seamless digital experience that meets guests wherever they are.

“Tablets were the clear winner in terms of usage, but the web app has its place too. Guests liked having the option to check hotel info on their phones, especially before they arrived. But in the end, the tablets were just easier and more natural to use during their stay. So, in the end, using both at the same time created the best solution.” said Peter Maiwurm, Area General Manager at ROOMERS Hotels. 

 

Addressing Hardware Costs with the SuitePad Performance Model

With the performance question answered, one challenge remained: hardware upgrades. Maintaining five-star standards means replacing tablets every few years, but in an industry facing rising costs, budgeting for such investments can be difficult—especially for a 116-room property like ROOMERS Frankfurt.

SuitePad’s Performance Model provided the ideal solution. Instead of paying upfront for new tablets, ROOMERS only contributes a capped amount when measurable financial benefits—such as increased breakfast bookings or guests opting out of daily room cleaning—are achieved. The best part? When it’s time for an upgrade, ROOMERS can refresh their tablets without additional investment, ensuring their technology stays up to date without straining their budget.

“Upgrading tech can be expensive, but with SuitePad, we only pay when we see real benefits. It takes the risk out of the investment and keeps us up to date without big upfront costs.”

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Quote icon
Tablets were the clear winner in terms of usage, but the web app has its place too. Guests liked having the option to check hotel info on their phones, especially before they arrived. But in the end, the tablets were just easier and more natural to use during their stay. So, in the end, using both at the same time created the best solution.
roomers logo
Peter Maiwurm
Area General Manager at ROOMERS Hotels

Conclusion: A Win-Win Solution

The pilot project provided ROOMERS Hotels with a future-proof guest communication strategy. By maintaining in-room tablets and introducing a mobile web app, ROOMERS ensured guests had multiple digital touch points to engage with the hotel. Best of all, ROOMERS only pay when guests actively use the solution, making it a fair and effective investment.

ROOMERS Hotels & SuitePad

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