Hotel guest app: what it is and how it improves guest service

Looking for a ready-made solution for your property? See the product page: Hotel Guest App. Below we explain how a guest app works, what forms and features it has, and what it gives hotels and guests.

What is a guest app?

A guest app is a digital interface between the hotel and guest. In its simplest form, it contains facility information (opening hours, policies, WiFi). Advanced solutions like hotelspot extend functionality with e-commerce modules (room service, shop, spa), AI assistants, issue reporting systems, and push notifications. In hotelspot, push notifications work in the hotelspot Mobile app, not in the web version opened via QR code.

A guest app is not a PMS (Property Management System). PMS manages hotel operations from the backoffice side, reservations, room assignments, billing. A guest app works from the guest side and complements the PMS, providing a communication and ancillary service sales layer.

Forms of guest app

A guest app can be delivered in several forms:

Native mobile application: downloaded from App Store or Google Play. Offers full functionality including push notifications, which provide a direct communication channel with guests. Requires installation, creating a certain entry barrier.

Progressive Web App (PWA): browser-based application accessible via QR code scan. No installation required, eliminating entry barriers. Offers most native app features but without push notifications.

Touchscreen kiosk: physical device in the lobby or hotel corridors. Ideal for guests who don’t want to install an app or use their own phone.

The most effective implementations combine all three forms, giving guests the choice of the most convenient access method.

Guest app and staff app

A modern hotel app can play two main roles in a property: a guest app (Guest App) and a staff app (Staff App). The web guest app focuses on selling ancillary services, hotel information and self-service. The hotel staff app organises the flow of tasks for housekeeping, the technical team and the front desk. When choosing a hotel app, compare both areas, because a guest’s order must reach the right employee.

Key guest app features

A modern guest app should offer:

• Hotel information: property description, amenities, policies, area map, FAQ, phone directory, TV channels
• Ancillary services: room service, spa reservations, hotel shop, equipment rental
• Communication: chat with reception or AI assistant, issue reporting, push notifications (in the hotelspot Mobile app)
• Multilingual support: automatic content translation to guest’s language
• Offers and events: promotions, special packages, event calendar

Benefits of implementing a guest app

For hotels, a guest app means increased ancillary service revenue (upselling through the app), front desk relief (automated responses to routine questions), better guest reviews (faster problem resolution), and access to guest behavior data (analytics).

For guests, it’s convenient 24/7 access to information and services, no language barriers, quick problem reporting, and the comfort of ordering services without calling reception.