The Maven Hotel Case Study | Denver
FLEXIPASS + Sage Hospitality Group
Client USP
Located just a block and a half from the Rockies Stadium in Denver Downtown, The Maven Hotel is a standout property of the Sage Hospitality Group. This impressive 172-room boutique hotel, opened in 2017, sits at the heart of Denver's exciting cultural hub - the Dairy Block. This vibrant area of the city now hosts some of Lower Downtown's most interesting spots, from art galleries and music venues to bars, boutiques, restaurants, and museums.
The Maven Hotel does more than just occupy one of Denver's most dynamic locations - it brings to life the values that Sage Hospitality stands for: hospitality with a genuine passion for people. By understanding why guests choose their hotel and going the extra mile for each visitor, they add those special touches that turn an ordinary stay into something extraordinary, creating unique connections between guests and the hotel.
This is where FLEXIPASS enters the picture - their keyless solution is one of many thoughtful details that makes staying at The Maven Hotel truly unforgettable.
Photo Courtesy: The Maven Hotel | Denver
The Maven Hotel + FLEXIPASS
"We chose FLEXIPASS because it's FLEXIPASS. It kind of seemed like a no-brainer." - Kristbjorg Johnson, Front Office Manager at The Maven Hotel
FLEXIPASS's partner network and flexible API played a crucial role in The Maven Hotel's decision to choose FLEXIPASS digital keys, as the software could be integrated easily, quickly, and seamlessly with the hotel's existing tools. ASSA ABLOY door locks, Akia Guest Communication Service, and Stayntouch PMS were already certified FLEXIPASS partners, once again demonstrating the advantages this can offer to hotels.
Overall, The Maven Hotel is very happy to have taken a step forward with FLEXIPASS's super fast & simple Mobile Key solution, enabling them to complete the digital check-in process for guests who might prefer not to stop by the reception desk.
Challenges Prior Implementing FLEXIPASS
Before implementing FLEXIPASS Mobile Keys, The Maven Hotel faced several challenges that affected both their guest experience and staff efficiency:
No Keyless Entry Option: The Maven Hotel lacked any keyless entry capability, and their existing systems didn't support integration with mobile access technology. This limitation meant they couldn't meet the growing expectation for contactless solutions that modern travelers increasingly prefer.
Limited Check-In Options: Every guest had to visit the reception desk for a traditional check-in process, with no alternative options available. This often created bottlenecks during peak arrival times and added unnecessary friction to the guest arrival experience.
Dependency on Physical Key Cards: When the key card system experienced downtime, the hotel had to rely on a complicated backup system to encode key cards. This not only created operational challenges but also risked negative guest experiences during system failures.
Insufficient Time for Meaningful Guest Interactions: The staff spent considerable time on manual check-in procedures and key card handling, leaving little opportunity for meaningful conversations and personalized service. This repetitive administrative work led to team demotivation, as staff members had limited time to engage in the rewarding guest interactions that make hospitality work fulfilling.
These challenges pointed to a clear need for a solution that could modernize the guest arrival experience while freeing staff to focus on delivering the exceptional hospitality that The Maven Hotel is known for.
Photo Courtesy: The Maven Hotel | Denver
FLEXIPASS’s Solutions provided to The Maven Hotel
The FLEXIPASS Mobile Key solution has enabled The Maven Hotel to offer guests an additional option beyond physical key cards - the ability to bypass the reception desk, eliminating the need for manual check-in and key management. This implementation has delivered several key benefits:
Enhancing the Guest Experience: Giving guests the choice to bypass the reception desk with Mobile Keys helps The Maven Hotel exceed expectations, regardless of why guests prefer this option. Whether it's a frequent business traveler who visits twice monthly and already knows the amenities, an anxious traveler who's spent all day at the airport and doesn't want another social interaction, or someone simply excited to try the technology - the keyless option caters to all preferences.
More Time for Real Guest Interactions: Approximately half of the time previously needed for manual check-ins has been eliminated, allowing The Maven Hotel to return to the essence of hospitality and the Sage mentality - going the extra mile for guests to offer truly exceptional stays. As Kristbjorg Johnson, Front Office Manager at The Maven Hotel, puts it: "With FLEXIPASS, our team now has a couple of extra hours in the day where they can go above and beyond for all of our guests."
Boosting Team Morale and Job Satisfaction: The impact of FLEXIPASS Mobile Keys extends beyond guest experience. Using Mobile Keys has improved team morale and enthusiasm as staff now have more time for what they truly love about hospitality - engaging with guests.
Additional Backup Layer for Physical Keys: The Maven Hotel continues to use physical key cards alongside the FLEXIPASS solution, which helps them manage access even when the physical key card system isn't working. This flexibility allows them to react to unforeseen events and avoid chaos during key distribution. In emergencies, they can offer guests the option to use FLEXIPASS's smart and easy Mobile Keys if they weren't already doing so.
Results
The implementation of FLEXIPASS Mobile Keys at The Maven Hotel has delivered impressive results that validate their decision to adopt this technology. With the digital guest journey now complete through FLEXIPASS Mobile Keys as well as online check-in and check-out, the hotel has seen a transformation in their reception operations.
An impressive 40-60% of guests now choose the digital check-in option - significantly exceeding the hotel management's initial expectation of just 20%. This high adoption rate has freed up considerable time at the reception, allowing staff to focus on enhancing guest experiences rather than processing routine transactions.
Guest satisfaction has noticeably improved, with enthusiasm for the mobile key alternative reflected in positive TripAdvisor reviews. These favorable online comments have boosted the hotel's digital presence and overall ratings, contributing to increased visibility in a competitive market.
From a technical perspective, the Maven Hotel reports that integrating FLEXIPASS Mobile Keys was among the easiest system implementations they've undertaken. The success story of The Maven Hotel once again demonstrates how simple it is for guests to use FLEXIPASS Digital Keys, making digital access effortless for guests of all technical abilities.
With such impressive initial results, The Maven Hotel and FLEXIPASS are excited to build on this foundation, continuously enhancing the guest journey through thoughtful technology integration.
