The same question, five answers.
Breakfast hours, late check-out, whether the pool is open in November. When each shift answers from memory, memory differs. The guest hears the difference; the team rarely does.
For hotel owners and operating teams · independent hotels, groups and brands
Operational knowledge, resolved into better stays.
Most of what a hotel knows lives in people. It leaves with the shift, the season and the leaver. Guests feel the gap before anyone on the team sees it.
HotelCite is part of i²ntelligence Ltd, London. Founder: Dr Amir Sani.
Demonstration access is reviewed by email. Basic is £99, €115 or $129 a month, terms below.
RealityOperationsServiceGuest outcomes
Operational problems worth discussing.
Six illustrative situations, drawn from how hotels run rather than from any one property. Each can cost the stay; whether it costs yours is the conversation.
The reply that never comes back.
A guest asks at 22:40 and is told someone will check. Nobody owns the reply; the morning shift never sees the thread. The review can end up carrying the answer instead.
Knowledge leaves with people.
The head housekeeper who knew which rooms hear the lift. The night manager who knew what the general manager would approve. Turnover takes it with them, and the next hire starts from nothing.
Exceptions decided alone, at midnight.
A duty manager waives, upgrades or refuses with no record of what was decided last time, or why. Tomorrow another manager decides the opposite, for the same guest.
Handover is a group chat.
Requests, complaints and promises scroll past in a messaging group. The next shift inherits the thread, not the case. Nobody can say what was promised, to whom, or whether it was done.
Owners see the score, not the cause.
The rating moves. The cause may be known on the floor and still be out of reach: in a message nobody kept, a policy nobody wrote down, or a promise nobody had the authority to fix. The meeting argues about the number.
What it costs, quietly.
Rarely one incident. More often a recurring cost, paid in compensation, time and reputation, and seldom visible on any line of the P&L.
- Compensation given because nobody could find the policy in time.
- Reviews that name a promise the team did not know had been made.
- Managers answering questions the front desk could have answered, every day.
- Training that starts again with every hire and every season.
- Standards written for the audit and unknown to the shift.
- Guests who stop asking, and say so afterwards, somewhere public.
Who this is for.
Independent hotels, groups and brands, resort and city, wherever the operation still runs on what people know.
Owners and asset managers
Who want to know why the score moved, and whether the cause is being fixed or being explained.
General managers and group operations
Who carry every exception personally, and would like the next one decided the way the last one was, at one property or across fifty.
Heads of department
Front office, housekeeping, F&B, maintenance. Whose knowledge is the operation, and who would like it to survive their day off.
Two ways to start.
Basic uses your public pages and needs no integration with hotel systems, at a fixed monthly price per property. Advisory is scoped separately; requests and measurement require agreed data handling. Neither needs an app store.
Basic · managed service
£99per month · €115 · $129 · billed monthly in your currency
Your official pages, compiled into an app your guests open from a code at reception or in the room, and checked at each rebuild. We run it; you renew it.
- Guests ask in their own words or browse by category, and reach your official page or an exact answer from it
- We compile your official pages, check destinations at each rebuild and agree a review schedule with you
- Aggregate usage and the basic details the person who signed up needs to renew: visits, questions asked, answered, pages opened
- One price whatever the room count; no setup fee
Not included at Basic: gap tracking, reports, guest signals or requests. Basic is the running service and its renewal figures, nothing more.
Start Basic by emailAdvisory · bespoke setup
Scopedwith you, by conversation
Everything in Basic, set up around your property with your team, and read every week for what it tells you.
- Bespoke mapping: rooms, venues and spaces as you describe them; local places your concierge and your request logs already know
- The weekly update: what guests asked that your pages answer but could not be reached, and what they asked for that you do not have
- Guest signals and requests to a named person on your team, with a stated response time
- Advisory on your official pages and what to add, change or retire, from what guests actually ask
- Onboarding for the front office and the general manager
Groups and brands: set up once at group level, with standards and consistency across properties and the brand's consent to the guest-facing surface. Extensions for staff, channels and owners are scoped separately.
Scope Advisory by email- Month to month; end with 30 days' notice; no minimum term
- Price locked for twelve months from your start date, in the currency you are billed in
- First invoice only after we have compiled your app and shown it to you
- Independents follow their own purchasing authority. Groups and brands approve the agreement and guest-facing surface at group level
- You keep what was compiled for you if you leave
- Any property: independents sign at the desk; groups and brands are agreed once at group level
Start with a conversation.
Tell us the property and the pain. We reply personally, and we show our work to approved hotel teams and owners rather than publishing it here.
Basic is £99, €115 or $129 a month, billed in your currency; Advisory is scoped with you. No forms, no cookies, no trackers: an email is the whole process.
HotelCite · part of i²ntelligence Ltd, London · founded by Dr Amir Sani