Located in the heart of historic Riga, Grand Poet Hotel offers guests an unparalleled experience in 168 stylish five-star accommodations, including 20 ultra-luxury suites with breathtaking city views. Alongside its elegant rooms, the hotel features a wellness center, fine dining options, and modern event spaces. Since 2022, Grand Poet has leveraged HotelBuddy to enhance its guest experience, becoming the first hotel in Latvia to integrate this digital solution into its operations, modernizing guest experiences and elevating service quality.
Interview with Maris Alnis, General Manager, and Ilze Falalejeva, Rooms Division Manager of Grand Poet Hotel
What challenges did you face before implementing HotelBuddy?
Maris: "While we didn’t struggle operationally, we recognized the need for a contactless solution to meet evolving guest expectations post-COVID. Unlike many chain hotels, we lacked a digital key system, which had already become standard in major brands. I wanted to ensure we weren’t falling behind in offering a seamless, tech-driven guest experience.
Post-COVID, we noticed a shift in guest preferences—some guests preferred minimal physical interaction, yet we didn’t have a system to cater to this demand. Additionally, reducing front desk workload and enhancing upselling opportunities were key areas we aimed to improve."
What made you choose HotelBuddy over other solutions?
Maris: "We were bombarded with digital solution offers, but HotelBuddy stood out because they provided an in-person approach. I started looking into collaboration options with Kadi and Hannes in September 2021, and within six to eight months, we were fully operational.
What appealed to me was HotelBuddy’s ability to cover the entire guest journey—from online check-in and payments to digital room keys—rather than offering fragmented solutions. The fact that it was developed by hoteliers for hoteliers also made a difference; the intuitive design reflected a deep understanding of a hotel’s operational needs."
How was the integration process?
Maris: "Surprisingly smooth. We were initially concerned about compatibility with our existing door lock system, but it only required a simple chip installation. HotelBuddy’s two-way integration with Fidelio also exceeded our expectations, allowing real-time updates and minimizing errors. The HotelBuddy team provided hands-on support throughout the process, making the transition seamless compared to other IT implementations we’ve done in the past."
How has your experience been with HotelBuddy?
Maris: "I’ve tried using mobile keys in larger chains, and they often didn’t work. For Grand Poet, I wanted a solution that was reliable. HotelBuddy delivers that. The layout and functionality are intuitive, clearly designed by people who understand hotel operations. It’s simple yet effective. I also like the admin dashboard to monitor the results HotelBuddy brings—it provides real-time data on extra services and room upsells, reception work time saved, and door openings with mobile keys."
Ilze: "The chat feature is also very useful. Guests often message us while off-property to let us know they are at the airport and arriving late or to pre-order food as the restaurant will already be closed when they arrive. The chat function enhances guest convenience and improves service efficiency."
How did the receptionists adapt to HotelBuddy?
Ilze: "The reception team saw its value quite quickly and understood why the management introduced this new tool. For example, on Valentine’s Day a week ago, we had around 100 check-ins, many of which had already completed registration online. This allowed our receptionists to spend a few minutes talking to each guest at check-in rather than just doing the minimum procedures required.
As a Room Divisions Manager I am also very happy with the last-minute room category upselling feature, which helps increase room revenue."
Maris: "I would like to add that COVID changed guest behavior. Some still prefer minimal contact, while others enjoy face-to-face interactions. HotelBuddy enables us to cater to both preferences efficiently. The time saved by reducing manual check-ins translates into higher service quality and an overall better guest experience. My aim was not to reduce the number of the receptionists, but to reduce their workload. I can quite confidently say that HotelBuddy has indeed become a buddy and one of our employees."
What improvements have you seen since implementing HotelBuddy?
Maris: "We’ve reduced front desk workload—5-10 guests per day now skip reception entirely, opting for self-service. This frees up staff to focus on guests who appreciate more interaction at the reception desk. Our upselling revenue has also increased, as HotelBuddy makes it easy for guests to discover and purchase hotel services—we increased our upsell revenue through HotelBuddy by 62% in 2024 compared to 2023, proving its profitability."
Has HotelBuddy influenced your online ratings and reviews?
Maris: "When a system works seamlessly, guests don’t necessarily comment on it—and that’s a good thing, as it means HotelBuddy is doing its job well. Unlike other systems that occasionally lose connectivity, HotelBuddy has been consistently reliable, even during peak times."
Ilze: "Some guests highlight the online check-in and digital keys as a unique experience, which contributes to positive reviews. For those unfamiliar with this technology, we become the first hotel to introduce them to a modern, streamlined check-in process."
What future challenges would you like HotelBuddy to help address?
Ilze: "We would like to improve the online check-out rate and encourage more mobile check-outs. We do not have everyone’s email address before their arrival due to third-party reservations, so many guests do not know that they could both check in and check out on their mobile without queuing at the reception desk."
Maris: "I also look forward to trying the HotelBuddy housekeeping module once it is officially launched—having one reliable system that covers more areas saves me time and money."
Who would you recommend HotelBuddy to?
Maris: "I’d recommend HotelBuddy to any independent hotel looking to enhance efficiency and offer a fully digital guest experience. It’s especially valuable for properties that aren’t bound by chain standards but still want to compete with major brands. We were the first in Latvia to adopt HotelBuddy, and it has been a great success without feeling like a risky investment.
Looking back at the impact of COVID, a similar situation could arise again. If your hotel lacks a contactless solution, how will you operate efficiently? Having a system like HotelBuddy in place ensures you’re prepared for such scenarios. The best part is that it’s quick to implement—setup takes just 4-6 months depending on your PMS and door locks. It’s also a cost-effective solution, as the revenue generated through upselling quickly offsets the investment."
How is the Latvian hotel market performing?
Maris: "Not great overall. Latvia is still 26% behind 2019 room night numbers. However, Grand Poet Hotel had its best year ever. As a 5-star property, we face less competition—there are only four 5-star hotels in Riga, whereas the 4-star market here is highly saturated. This has allowed us to maintain strong performance despite market challenges."
Grand Poet Hotel