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From March 2014 to March 2016, I have been fortunate enough to visit 35 boutique hotels around the world and meet with the general managers and staff. At a majority of these hotels they allowed me to ask the guests my survey questions. If the hotels said no then I would hang out at the bar or pool and when someone asked what I do for a living I would show them by asking them the survey questions. Overall, the managers would be happy to share their frustrations and workflow. I created a prototype to see if the checkin process and guest personalization issues would be helpful. This prototype would start the conversation around larger issues and open a lot of doors and expose major opportunities in the hospitality market.


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Table of Contents

  1. Capacity and Pricing
  2. Workflow Issues
  3. Checkin Challenges
  4. Checkout Problems
  5. Passport
  6. Major Guest Frustrations
  7. Guest Desires
  8. Opportunities
  9. Prototype Feedback
  10. Feedback on existing technologies



Costa Baja, La Paz, Mexico

Indigo Yoga Resort, Costa Rica

Atlantis Dive Resorts and Liveaboard, Puerto Galera, Philippines

Coco Beach Island Resort, Puerto Galera, Philippines

The Mosser, San Francisco, CA

Avalon Hotel Beverly Hills, Beverly Hills, CA

Cabo Azul Resort by Diamond Resorts, San Jose Del Cabo, Mexico

Hotel Zetta, San Francisco, CA

Portofino Hotel & Marina, Redondo Beach, CA

Clift Hotel, San Francisco, CA

The Citizen Hotel, Sacramento, CA

Best Western, Fresno, CA

Hotel Vitale, San Francisco, CA

LINQ Hotel, Las Vegas, NV

Hilton New Orleans Riverside, New Orleans, LA

Xandari Resort And Spa, San Jose, Costa Rica

Suenos Tranquilos, Uvita, Costa Rica

Villas Alturas, Uvita, Costa Rica

Plus properties that are using Airbnb to attract guests