Challenge

Split platforms creates a broken guest journey

Before Akia, the hotel’s operations were spread across multiple platforms:

  • A clunky SMS-only system for guest communication that was difficult to use.
  • A separate tool for generic upsell email blasts
  • Manual check-in processes that slowed down arrivals and led to inconsistent data capture

Staff couldn’t see the full guest journey. Guest engagement wasn’t tracked properly. Messages overlapped and guests were hit with uncoordinated offers—often leading them to ignore everything. Newer agents also struggled to upsell confidently in person.

“We used to fire off messages from 10 different platforms. That kind of overload can be a turnoff for guests.” —Chris Guse, GM at Hotel Van Zandt

Solution

One seamless system

Akia replaced all three systems—guest messaging, mobile check-in, and upsells—with one platform.

Now, everything happens in one place:

  • Mobile check-in: Guests submit information ahead of time, reducing manual entry and speeding up arrivals.
  • All messages tracked: Communication messaging is unified across SMS and web-based apps, so guests receive timely, relevant info without the spammy feel.
  • Automated upsells: Early check-in, late checkout, and curated packages are offered through a visually-branded format and mobile flow —removing pressure from staff to sell in person. The revenue from upsells drove a positive ROI, and covered the cost of their Akia subscription. 

“Akia helped our team avoid those awkward upsell conversations. Guests just select what they want in advance—it saves time and feels more natural for everyone.” —Connor, Director of Rooms

  • Guest data collection: Pre-arrival forms ask guests about trip purpose or preferences, helping personalize their stay and in some cases, spark creative experiences.

“Akia checks so many boxes. In the past, we would’ve needed three different vendors to do what we can now do in one place.” —Chris Guse, GM

Bonus benefit: staff love it

When front desk agents can “see money” from incoming upsells and it flows directly into Opera for tracking and credit, engagement goes up.

 —Connor, Director of Rooms

Results

  • 3 platforms replaced by 1
  • Faster check-ins with less front desk training required
  • Clear, centralized guest messaging = fewer complaints about overcommunication
  • Custom mini apps for experience packages (Texas Tinis, Wellness Kit, Movie Night) that was visually appealing.