Hotelier Express Product Test: InstaShop

What was your first impression of instashop?

Truthfully, I was hesitant to place something in my hotel that I was unfamiliar with. InstaShop is something new, so I was thinking perhaps I should wait until other hotels tried their concept first. But thankfully I agreed, and from the very first day, our guests began to order groceries using the InstaShop app. We simply distributed the InstaShop branding material in all of our 74 apartments and it worked, our guests began using the service immediately.

Did this product meet your expectations?

Yes. Before we used InstaShop, we would take grocery calls direct from our guests in their rooms. They always wanted this type of service, but until now we would take their orders and then we would liaise with the grocery store to place their order, or even connect guests to the store directly. This could lead to issues, especially as many guests do not speak English or Arabic very well, so translation errors and misunderstandings were common. InstaShop helps us to avoid this whole troublesome procedure. I belive it helps our front office staff too by saving as much as 25% of their time on these tasks.

How did guests respond to the new concept?

Our guests responded well to InstaShop, they liked it and they appreciated the added value it offered to their stay. Some guests did ask questions about how they would receive their groceries if they used the app. Mostly they wanted to know if they had to go to the lobby to collect thier delivery, or if the groceries were sent to their room. We simply advised that the delivery will come to their hotel door. We give the delivery people a security pass once they enter the hotel, and then they drop the delivery to the guests directly. Plus we have 24/7 security in our hotel, so we can guarantee guest safety.

Would this product improve guest experience?

Yes, I am giving the guest an additional facility, without any additional cost. Through InstaShop I have connected my guests to every grocery store in the Dubai Marina area. Many who stay in our hotel choose it for the location – they want this location for the convenience it offers, so I am enhancing this experience, allowing guests to buy whatever they want, without even stepping outside their room. It really does free up time for guests and staff.

Is there anything you did not like about this product?

There are no issues with InstaShop. The guests have the option to use this service if they wish and they are responsible for what they order. I don’t interfere with the process, other than to give out a security pass to the delivery person. InstaShop has an efficient 30 to 60 minutes delivery time frame, and we did not ever receive a single complaint about lateness. We are located close to many stores, but nonetheless, delivery is very fast.

Is this product suitable for the mid-market?

Yes, especially in hotel apartments. Marina Hotel Apartments has a very good location, but what about the hotels that are far away from stores? I think that if they also offered InstaShop, their guests will have an even better experience. It will save the guest a long trip to the supermarket, especially during the hot summer months. So, I believe that, should other hotels offer InstaShop too, it will only benefit their guests and help enhance their hotel’s reputation.

Would you supply your hotel with this product?

Yes, I will continue using InstaShop in our hotel. I will keep the InstaShop branding in every one of our rooms here because it is value added to guest experience. The whole process is easy: the InstaShop team delivered their marketing material, we placed these in the living rooms of our apartments, and then we enjoyed the benefits.

Can InstaShop impact repeat bookings?

InstaShop can be a reason why guests repeat book with our property. Its a simple concept, guests get all the products they need, quickly and the supermarket is delivering direct to their door. Therefore, I think that both corporate and leisure guests will appreciate this service. I believe they will all remember the convenience they experienced while staying in a property connected to InstaShop. Its a matter of improving their stay with us, it all comes down to increasing guest satisfaction.

Final comments?

Every time we have guests asking us where the nearest grocery store is, we now tell them about InstaShop. Furthermore, guests have commented to me personally regarding how great they think the InstaShop service is. I have no hesitation in recommending this app to other hoteliers.