Hotel processes that actually work in practice
The Pachmair 1453 Apart Resort
After a 14-month complete renovation and an investment of 22 million euros, Johannes Geiger reinvented his classic holiday hotel in the Zillertal – transforming it into a Premium Apart Resort with a consistently digital operating concept.
31 apartments + 16 double rooms | 25 staff members (previously: 35) | >80% app activation rate among in-house guests | 100+ guest questions answered automatically every day.
The property operates on a modular principle: guests book with breakfast at most and choose additional services daily – directly via the app. This turns upselling into a natural interaction rather than a sales conversation.
The Guest Journey in Detail
Before Arrival – Digital Registration & Pre-Booking
3 days before arrival, guests automatically receive all relevant information via CASABLANCA – including a digital registration form with online signature. At the same time, they can already sign up for the weekly programme and request spa appointments.
Check-in – Welcome email automatically triggers app access
As soon as a guest is marked as checked in within CASABLANCA, a personalised welcome email is automatically sent via Guestnet – with the Wi-Fi password, room information and a direct link to the guest app. No password, no registration required.
80% of in-house guests activate the app | 1-click login without data entry thanks to PMS sync | Check-in duration: 5–10 minutes – but significantly more personal
During the Stay – Upselling via Spa, Orders & Weekly Programme
Guests can book massages directly in the app (with time slots and therapist availability), order food and drinks via QR code – on terraces, in the pool area and in their room. Orders are sent directly to reception via receipt printer.
Check-out – Review & pay the bill from the breakfast table
From the evening before departure, guests can view their bill in real time and pay directly – with over 20 payment methods (Apple Pay, Google Pay, Visa, Mastercard and many more). Data flows seamlessly through CASABLANCA. Guests can also update their billing address themselves.
From now on, check-out can be natively integrated into Guestnet – directly within the digital guest guide, with no media breaks and no additional app required.
From the Live Q&A
Can guests sign up for activities before arrival?
Yes – through the CASABLANCA interface, Guestnet already has access to booking data before arrival. Guests can therefore sign up for the weekly programme as early as 3 days before arrival. This gives the hotel valuable planning security for resources and waiting lists.
Can guests also leave a tip during digital checkout?
For Room & Pool Service, tipping is already integrated with suggested percentage values – and according to Johannes, it is used extremely frequently. A similar feature for digital checkout is planned for the near future.
Can Guestnet replace WhatsApp or chat systems?
Guestnet sees itself as an interaction platform – not a communication channel. Pachmair additionally uses Dialog Shift for automated standard questions (over 100 per day). When guests ask about the weekly programme there, they are directed straight to the Guestnet app.
Does the Green Option with automatic housekeeping opt-out also work?
Guests can opt out of room cleaning via Guestnet. Reception receives a daily summary of all decisions made. A direct automatic transfer to the CASABLANCA Housekeeping module is currently in development.
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