Revival Hotels is Pioneering "Invisible Hospitality" with Akia’s Guest Journey Platform

‍How it Works: Streamlined Guest Journeys

Automated Check-In and Checkout

The guest journey begins with Akia’s Digital Registration Card, which handles ID verification, credit card capture, and terms acceptance. Once completed—and the room is marked as clean and inspected by housekeeping in the StayNTouch PMS—the guest is automatically checked in, no front desk required, allowing guests to check in on their schedule. When it’s time to depart, checkout is just as simple, done directly from the guest’s mobile device.

Clear Guest Communication

Along the way, Revival Hotels takes thoughtful steps to ensure a smooth, intuitive guest experience—with clear communication at every touchpoint. From the moment of booking, guests are guided through automated messages that deliver everything from digital guidebooks to room entry instructions, all through Akia’s Mini Apps.

To ensure no one is left behind, each property includes backup options like on-site iPad kiosks set up with Akia’s iPad interface—for guests without smartphones or with dead batteries—as well as a staffed support line guests can call at any time.

Once in-house, guests can access curated digital content via Akia’s Mini Apps, including property amenities, local recommendations, and tips from the Revival team—all designed to enhance the stay and reduce confusion. The result: less friction, more satisfaction, and an experience that feels personalized, not transactional.

Keyless Entry System

Revival Hotels use smart lock systems to make guest access seamless and secure. After completing registration, guests automatically receive a unique 4-digit code via Akia, which grants entry to their room and all common areas. Thanks to Akia’s integration with Schlage smart locks, access codes are delivered to the right guests at the right time—eliminating front desk lines, key card issues, and access confusion.

Operational Efficiency

Behind the scenes, Akia integrates with Revival Hotels’ housekeeping platform, Quore, ensuring door codes aren’t activated until a room has been cleaned and inspected. For guest support, a 24/7 call center powered by Akia’s VoIP dialer handles after-hours requests, while Akia’s Auto-Responder enables guests to request amenities without needing direct staff interaction—helping reduce both labor demands and operational costs.

Why Akia?

After extensive research and demos with competitors, Revival Hotels selected Akia as their guest experience platform due to its comprehensive functionality that consolidates multiple systems into one. With Akia, Greg Williams and team are able to equip numerous independent properties with the technology needed to provide excellent guest service.

"About a year ago this time, I was on five demos a week for probably a month. I talked to so many providers that do guest messaging or door locks or VoIP, but Akia could do all this in a single platform. Being able to equip all our properties with Akia really made it a no-brainer and is the backbone of our Invisible Hospitality experience." - Greg Williams, EVP Operations, Revival Hotels

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Introducing Hideaway Inns: The Future of Invisible Hospitality

Revival Hotels is thrilled to be launching Hideaway Inns—a new, fun lifestyle hotel brand designed for today’s travelers who value convenience, thoughtful design, and meaningful experiences in top destinations across the country. Launching summer 2025, the first three properties will be: Hideaway Mt. Sunapee in Newbury, New Hampshire, Hideaway Mt. Snow in West Dover, Vermont, and Hideaway Mt. Cannon in Sugar Hill, New Hampshire.

Each Hideaway is built around Revival’s Invisible Hospitality™ model and supported by Akia’s guest journey platform, enabling a seamless, tech-enabled stay from booking to checkout. Guests receive access codes, curated local recommendations, and in-stay support directly to their phones, while backup systems—like kiosks and 24/7 call support—ensure every guest is covered.

In partnership with Akia, Hideaway Inns is redefining guest service in experience-driven hospitality—merging simplicity, personality, and operational efficiency.

Conclusion

Revival Hotels’ Invisible Hospitality™ platform—in partnership with Akia—proves that technology, when used thoughtfully, can elevate the guest experience without sacrificing the personal touch. By focusing on the expectations of today’s traveler and leaning into seamlessly integrated tools, Revival has created a scalable model that combines operational efficiency with high-touch hospitality. Akia’s smooth integration with smart locks and PMS systems has been essential to this approach, and both teams are energized to bring the model to life at scale with the upcoming launch of Hideaway Inns.

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Results

Partnering with Akia, Revival Hotels has implemented Invisible Hospitality™ to deliver a smoother guest experience and stronger returns across its properties.

• Reduced variable operating costs by over 50% through streamlined, tech-enabled operations
• Guest satisfaction scores 24% higher than the comp set, driven by frictionless service
• Automated 70% of guest communication, reducing manual workload and response times
• Centralized guest support across properties, improving efficiency while preserving the guest experience
• Increased staff productivity, allowing smaller teams to manage more rooms with less overhead

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