Innspire Launches Guest Flows at HITEC

Innspire formally launched Guest Flows at HITEC San Antonio, introducing a zero-download guest journey that runs entirely through a guest's phone. No app. No account creation. Just the complete hotel experience — from pre-arrival to checkout — delivered via SMS, WhatsApp, browser, or a standard phone call.

Guest Flows sits inside Innspire.ONE, the AI HotelOS that connects more than 100 hotel systems across properties operated by LVMH Cheval Blanc, Viceroy Hotels, Park Lane New York, and others. The product handles check-in with facial recognition, issues digital room keys, runs a personalised AI Concierge for requests and F&B, facilitates upgrades, and closes out the stay — all without the guest needing to install anything.

The pilot numbers are clear. Pre-arrival completion rates rose from 5% to 20% — a four-fold increase. In the best-performing week, completions reached 54%, against a previous baseline of 36%. Mobile checkout among pre-checked-in guests climbed from 8% to 33% year-to-date, peaking at 40%. Removing the barrier of an app download changed guest behaviour in ways the property had not seen before.

Guest Flows makes hospitality technology invisible to the guest while giving hotels a direct revenue channel that runs from pre-arrival to checkout. Guests check in using facial recognition, receive a digital room key, order room service, and check out — without downloading a thing. For the hotel, it is on-brand, simple to operate, and designed to drive revenue at every stage of the stay.

Guest Flows reaches guests from the moment of booking through SMS, WhatsApp, or Facebook Messenger. The result is a higher proportion of guests arriving already checked in, which creates more opportunity for personalised service and ancillary revenue throughout the stay. HITEC attendees can see it in action at booth #3042 through June 18.