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?
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.
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.
The results of the month-long test were crystal clear—SuitePad’s in-room tablets dominated guest engagement. With nearly 2,200 interactions, guests overwhelmingly preferred using the tablets over the mobile web app, which saw only 200 interactions. The difference was even more striking in terms of usage time: guests spent a staggering 150+ hours on tablets, equivalent to an entire month of dedicated staff communication time.
Beyond sheer interaction volume, tablets proved to be the go-to platform for browsing hotel services. Guests viewed over 10,000 pages on SuitePad, compared to just 300 on the web app, and spent 30 times longer engaging with the tablet than with the mobile alternative. These results reaffirmed that while a mobile web app can complement guest communication, in-room tablets remain the most effective and engaging tool for delivering hotel information and services.
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.
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.”
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.
Peter Maiwurm
Area General Manager at ROOMERS Hotels
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.
Peter Maiwurm
Area General Manager at ROOMERS Hotels
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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