How a Hotel Reduced Guest Friction Across Every Stage of the Stay

See how Andaz Miami created a more connected hotel guest journey by making information, services, and support easier access from pre-arrival through checkout.

Guest interactions can quickly feel disconnected when pre-arrival communication, check-in, hotel information, service requests, and checkout operate as separate moments.

With NexGen Guest, Andaz Miami focused on connecting these key touchpoints so guests could move through their stay with fewer repeated steps and a clearer path to the information and service they needed.

31%

Fewer Repeated Guest Requests

24%

Faster Response to Guest Needs

21%

Increase in Digital Guest Engagement

About the Hotel

Andaz Miami welcomes guests across a journey that begins before arrival and continues through checkout.

With guest needs spanning pre-arrival planning, check-in, hotel information, on-property services, and support, the property wanted those interactions to feel more connected rather than operate as separate touchpoints.

The Challenge: Small Gaps Were Creating Guest Friction

Guests do not think about hotel departments or systems. They experience one stay.

When different stages of that stay operate independently, guests may need to repeat information, search for services, switch channels, or work out who to contact for help.

The goal was simple:

Make it easier for guests to move from pre-arrival to checkout without unnecessary friction.

The Approach: A More Connected Guest Journey

Pre-Arrival Engagement

Guests had easier access to useful information and relevant options before reaching the property, helping them prepare for their stay.

Smoother Arrival

The arrival experience continued the journey with fewer unnecessary steps and easier access to information guests had already received.

Easier In-Stay Access

Guests could find hotel information, services, and support more easily without needing to understand which department handled each request.

Earlier Guest Feedback

Bringing feedback into the stay gave hotel teams an opportunity to identify concerns and respond while there was still time to improve the experience.

The Results

Connecting more of the hotel guest journey helped Andaz Miami create a simpler and more consistent experience across the stay.

The property saw:

31% fewer repeated guest requests
24% faster response to guest needs
21% increase in digital guest engagement
Easier access to hotel information and services
Clearer handoffs when guests needed assistance
Earlier visibility into guest concerns
Better continuity from pre-arrival through checkout

The biggest improvement was not adding more guest-facing technology.

It was making the moments that already existed work better together.

Conclusion: One Guest Journey, Not Separate Touchpoints

Guests experience the hotel as one continuous stay.

By connecting pre-arrival engagement, arrival, in-stay access, feedback, and checkout, Andaz Miami created a clearer path through the guest journey while reducing unnecessary friction along the way.

For guests, that meant easier access to what they needed. For hotel teams, it created a more consistent way to support the experience from arrival planning through departure.

A New Guest Journey

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