This month the Jackson’s Falls Country Inn in Milford, Ontario, Canada, began engaging with its guests via a custom mobile app powered by Intelity. Equipped with the Intelity ICEapp, guests staying at the nine-bedroom boutique inn and restaurant in Prince Edward County have more control over their stay, including the flexibility to use their mobile devices to check themselves in and out.
“Jackson’s Falls Country Inn is a small family business,” Owner and Chef Lee Lewis said in a statement. “In the past, it was difficult to connect with guests. If I was in the kitchen preparing dinner, I wasn’t easily accessible to answer questions. Also, travelers seldom arrive right at check-in time. Because we are in the heart of wine country, guests may stop at a winery, tour a local brewery or just sightsee before arriving at the Inn. They shouldn’t be rushed or feel stressed because they are running late.
“With the ICEapp, I don’t have to wait around for people to check-in; I can be off tending the organic garden, preparing a meal or refreshing a room. And, when guests do arrive on property, rather than searching me out, they can check themselves in using the mobile app. They don’t have to engage with staff unless they want to.”
The ICEapp gives guests greater control over their stay by turning their mobile devices into guest service tools, whether they are physically on premises or offsite. Orders and requests can be placed even before guests arrive at the Inn. The app facilitates roomservice requests, schedules wake-up calls and valet assistance, makes a restaurant reservation, and easily checks guests in and out.
“The ICEapp isn’t replacing personalized service, it’s enhancing it,” Lewis said. “Perhaps a couple that just checked-in gets to their room and realizes they’re hungry, but they want some down time in the room before venturing out again. Through the app, they can order a bottle of wine with a local cheese plate to be delivered to the room. Without the app, that service wasn’t previously available.”
By June, Lewis said she plans to add the ICElobby tablet solution from Intelity. By placing a tablet computer in the lobby, those guests who prefer not to download the Inn’s app will have access to the same services via the tablet. ICElobby will provide a resource for guests to find information to frequently asked questions and solve common needs. It will reduce strain on staff and enable them to focus on more detailed guest requests and operating procedures. ICElobby will provide general information on Jackson’s Falls Inn and Restaurant, offer maps to local attractions and more.