Digital tools often promise to cut down on workload, tackle staff shortages, and save money. But what does that actually look like in practice?
We teamed up with Markus Eppinger, Managing Director of CLOUD N°7 APARTMENTS GmbH, to take a close look, conducting a detailed case study. The outcome: impressive figures that prove digital solutions can genuinely ease the burden of day-to-day hotel operations.
We analysed straiv’s digital check-in and check-out, registration form, payment, and guest journey messaging solutions at both CLOUD N°7 Studios in Tübingen and CLOUD N°7 Lofts in Stuttgart.
Maximum Support for the Check-in Process
CLOUD N°7 APARTMENTS runs a hybrid model – receptions at both properties are staffed during standard weekday business hours; but guests can also complete all or part of the check-in process online or at a self-check-in kiosk at any time. This does not only give guests maximum choice but makes the staff’s job easier at the same time.
Check, Check, Check: What Guests Get Done Before Arriving
CLOUD N°7 APARTMENTS has been using straiv’s solutions since 2021. Their internal evaluations show the following (remarkable!) key figures:
Nearly 70% of arrivals are processed by the guest before they get there – typically the day before or on the day of arrival.
Meaning: for every 10 arrivals, 7 guests fill out the registration form and sort out payment in advance. On-site at reception, staff just need to check the details in the PMS, complete the check-in, and encode a key card. A pre-filled registration form and payment saves 4 minutes per guest.
Out of those 7 guests, 4 complete the entire check-in process online, meaning only the key card needs encoding on-site. This saves an extra 1.5 minutes per guest.
With an average of 50 arrivals per day, this means:
Or, to put it another way: 167 minutes that staff gain for providing personalised guest service.
The analysis also shows a big jump in data accuracy when guests fill in their own details before arrival. Manual completion on-site is much more prone to errors, as the process is fiddlier: guests often leave fields blank, handwriting can be hard to read, or typos happen when transferring details from paper forms to the PMS. This doesn’t just eat up time, but it also drives staff mad.
straiv-Tip:
Even though the mandatory registration form for German guests was abolished in January 2025, collecting this data is still useful, for instance, for emergency contact.
The Hybrid Model: Helping Combat the Staff Shortage
During our chat, Markus Eppinger, Managing Director of CLOUD N°7 APARTMENTS, highlighted another major benefit of the applications: straiv’s solutions offer maximum flexibility at reception. This means they can better cover for last-minute staff absences and adjust opening hours flexibly and dynamically – even on holidays like Christmas or Easter.
The properties’ receptions aren’t staffed in the evenings or at weekends. During these times, guests use the self-check-in terminal. A dedicated service team is on hand by phone to support guests at all 4 locations if needed.
"By using straiv's digital solutions, we can save valuable staff resources – collectively, this amounts to the effort of approximately 8 to 10 employees we'd otherwise need for a 24/7 reception at our Tübingen and Stuttgart locations. This gives us flexibility and allows us to deploy our team strategically where they create the most value for the guest."
Regarding self-check-in, our survey also showed that the terminal’s placement and the team’s active involvement play a crucial role. In Tübingen, where the terminal is easily accessible, around 20%-30% of guests use self-check-in even during reception opening hours. In Stuttgart, the rate is a bit lower, clearly showing how important strategic positioning and seamless integration into daily operations are.
What’s more, it became clear: when the digital service is actively communicated and supported by the team, guest acceptance also noticeably increases.
100% Automation for Standard Communication
CLOUD N°7 APARTMENTS has fully automated all key guest touchpoints using straiv’s Guest Journey Messaging. A total of seven touchpoints are sent directly by the system without any staff getting involved:
- Pre-Arrival Email 2 days before arrival (request for registration details & payment)
- Reminder email for the registration form
- Online check-in prompt on arrival day (if not yet completed)
- Important stay information (approx. 10 min after check-in)
- Online check-out prompt on departure day
- Check-out confirmation (with invoice attached)
- Post-Stay email 2 days after departure (rebooking offer & feedback survey)
"Especially for us, these automated emails are an invaluable assistance – our guests get all the important information at the right time, and it significantly unburdens our team."
To bring things full circle, it’s worth revisiting the key figures at the start of this chapter: most guests use digital check-in one day before or on the day of arrival – clear proof of how effective automated messages are. They reach guests at the right time with the right information and demonstrably ease the pressure on the Front Office.
Would you like an assessment of the potential hidden in your own processes? You can contact one of our experts here.
A big thank you to Markus Eppinger and CLOUD N°7 APARTMENTS for this joint case study.
About CLOUD N°7 APARTMENTS
CLOUD N°7 APARTMENTS GmbH stands for a contemporary living concept that blends hotel comfort with the flexibility of fully equipped serviced apartments. At its locations in Stuttgart and Tübingen, guests can expect stylishly furnished studios and lofts for short and long stays – perfect for business travellers, city breakers, and digital nomads. Smart technologies, digital services, and a hybrid reception concept provide an uncomplicated, comfortable guest experience with a personal touch.
Find more information about CLOUD N°7 APARTMENTS’ concept and locations here.
