Vestlia circles back and reinstalls self-service kiosks
Geilogruppen has chosen Arribatec Hospitality for check-in solutions at three of their hotel ventures. Among these, Vestlia Resort holds special significance as one of our earliest adopters, having installed our check-in kiosk for a six-month pilot project back in 2021.
Despite their decision back then to go for a mobile check-in app, Vestlia has now circled back to streamline the check-in process through our self-service kiosks once more.
From kiosk to app to kiosk again
Initially keen on utilising mobile self-service applications, Vestlia encountered a roadblock when guests displayed a reluctance to download yet another app to their private mobile devices.
This resulted in the check-in application being underutilised and failing to alleviate queues at the manual reception.
In line with the insights from a recent self-service survey highlighting that 66% of individuals prefer self-service to expedite the process and limit interactions with staff, Vestlia realised the necessity for self-service kiosks to enhance efficiency while affording their staff more time to accommodate and serve guests during peak season.
“We reinstalled Arribatec Hospitality’s self-service kiosks because our firsthand research showed it’s our guests’ most favoured and user-friendly check-in solution. While guests initially expressed interest in mobile check-in, the hurdle of adding more apps deterred them,” Guro Eggen at Vestlia explains.
Photo: The two new kiosks installed at Vestlia Resort in 2023.
Express delivery for all Geilo hotels
With the peak winter season approaching in Geilo, a renowned destination for its winter wonderland, self-care retreats, and alpine ski-in/ski-out experience, the need to swiftly implement its new self-service solution arised.
We installed two kiosks at Vestlia at rapid speed to ensure they were fully operational in time for the busiest season. “Now, a year after reinstalling the two kiosks at Vestlia, we are still very delighted with the customer service and support from Arribatec,” Eggen adds.
Shortly after the installation at Vestlia, their sister hotels in Geilogruppen wanted in on the technology. Bardøla Fjelltun and Highland Hotel started out with 2 kiosks each last winter season, and both upgraded with one more kiosk to each location a couple of weeks back.
“We are delivering the kiosks to Geilogruppen at an express pace. Collaborating with the Geilogruppen project team has been a true pleasure. Despite the complexities involved, their proactive approach has ensured everything runs smoothly,” affirms Pål Eugen Berget, Customer Success Manager at Arribatec Hospitality.
A close partnership based on best practices and industry insights
“Arribatec Hospitality has shown to be a valuable partner for us, providing us with useful insights and consultation regarding the customer journey and how to provide the best possible check-in experience for our guests,” Eggen explains.
Hotel guests’ behaviour parallels airport experiences, where self-service terminals are commonplace. Travellers are used to the digital and hassle-free check-in experience, with 68% using digital check-in when flying.
Arribatec Hospitality is always up to date on industry trends and market research, putting us in the position to provide valuable consulting regarding the guest journey and how to improve the user experience throughout the stay.
“At Vestlia, our focus is delivering precisely what guests desire, and if that means kiosks, we’re fully committed to implementing them. Arribatec Hospitality was the natural choice when we decided to circle back to the self-service kiosk,” Eggen closes.
The best possible check-in experience
It’s worth mentioning that the kiosk installed for Vestlia and the other Geilo hotels is an upgraded and even better check-in solution than the one from the pilot back in 2021.
It’s the same type of kiosk they had before but with a new payment provider and even better uptime.
“We have worked exceptionally closely with Vestlia to understand how they use Visbook and process reservations so that the kiosk functions optimally without them having to change their routines. This is our competitive edge,” Berget explains.
The market-leading uptime of 99,8% puts Arribatec in a strong position in the hospitality technology market.
“We have the market’s best customer service as we put in an extreme amount of effort and dedication in ensuring that all our customers are satisfied. All customers are different and work differently with the systems, our uniqueness is that we adapt to the way they work,” Berget closes.
This revised account highlights the evolution of Vestlia’s journey, emphasising the importance of adapting to guest preferences and the collaborative success between Geilogruppen and Arribatec Hospitality in meeting these evolving needs.
