“Nobody uses native apps anymore – downloading them is a hurdle.” Anyone in the hospitality industry who discusses digital guest communication and guest apps will be familiar with this statement. It sounds plausible, but it doesn’t stand up to closer scrutiny. Because whilstthe argument sounds technical, the decision behind it is strategic. And it can prove costly. It’s time to take a closer look at the app myth.
What a guest app does for hotels
A digital guest folder replaces the printed folder in the room and goes far beyond that: guests can use it to find all relevant hotel information, book spa appointments, order breakfast and chat with reception – all directly on their own smartphone. For hotels, this means fewer queries, more additional revenue and a lighter workload for staff. The crucial question here is: in what technical form do hotels provide this solution to their guests?
The smartphone has long been the most important
guest touchpoint
93% of travellers actively use their smartphone whilst on holiday.¹ It is not just one channel among many; it is the primary reality for modern guests. Before arrival, at check-in, during their stay and long afterwards. Any hotel that is not present there is missing at the crucial moment. At the same time, expectations are rising:
66% of guests actively ask for digital solutions – from booking to departure.² The question is no longer whether a hotel should be digitally accessible. The question is: with which solution.
What really lies behind the app myth
If the smartphone is the central touchpoint, the claim that “nobody uses apps anymore” can hardly be true – and indeed it isn’t: around half of all guests use the guest app as a native solution, i.e. by downloading it from the App Store. The other half access it via the web app in their browser.
The Progressive Web App (PWA) works directly in the browser – no download, no storage space issues, no operating system concerns. Guests open it via a QR code or link, for example from the booking confirmation. For hotels wishing to reach guests before they arrive, it is the ideal entry point.
The native app offers further added value that a web app simply cannot replicate: push notifications directly to the lock screen, full offline availability, and GPS integration for excursion tips and navigation links. And after departure, it remains on the guest’s home screen as a constant point of return.
Modern guest app solutions have long since combined both worlds. Every guest chooses the channel that suits them best. From the QR code into the PWA, then on to the native app with a single tap: the transition is seamless and offers even greater convenience. We explain why this hybrid strategy achieves measurably better results in terms of reach, usage and additional revenue in our latest white paper, which is linked at the end of the article.
What native apps actually deliver
So anyone who reduces the decision to ‘app, yes or no’ loses sight of what is at stake. Among other things, a native app enables hoteliers to:
Push notifications – at the right time, with no wastage. Daily offers, available spa appointments or late check-out reminders appear directly on the guest’s lock screen.
Offline availability – menus, excursion tips and opening hours are fully accessible, even if the Wi-Fi in the spa area is patchy.
Post-stay reach – the app remains installed after departure. Review requests, early-bird offers and incentives to return reach the guest directly, without any detours.
Your own hotel app in the App Store – with a custom icon, your own branding and an App Store listing. Even smaller establishments can present themselves on a par with international chains.
Providers such as Hotelcore make exactly this possible: a fully branded guest app as a dedicated hotel app, including an App Store listing and customised design. At the same time, straightforward access via a progressive web app is available. This means no one has to miss out – neither the hotelier nor the guest.
“We’re delighted that the guest app has been so well received, regardless of age. This means we can still be there for our guests in person and have more time for each individual.”
David Meyer, Hotel Kessler Meyer Well & Wine
Why in-room tablets are not an alternative
Sometimes a third term comes up in this discussion: tablets in the room. The approach sounds like digital convenience but fails in practice due to the acquisition costs per room, complex maintenance, the devices becoming obsolete quickly, and a low usage rate. Guests prefer to use their own smartphone rather than a device they’re not familiar with.
Crucially: the tablet stays in the room. Post-stay contact, review requests, early-booking offers – none of this is simply possible with it.
What hotels actually achieve with this:
A guest app as a digital guest folder, whether as a native app or a PWA, is not a convenience feature. It measurably changes how hotels operate and what they earn:
🕐 816 hours saved per year – equivalent to over 100 working days³
💶 €33,600 in additional revenue per year from digital wellness bookings³
📋 2,200 registration forms submitted digitally each year³
⚡ 40% faster response times to guest enquiries³
Annual results from Hotelcore customer case studies
Conclusion
The ‘download barrier’ is a myth, and those who rely on a single solution miss out on real added value. The combination of a native app and a PWA caters to every guest, regardless of their tech-savviness or where they are in the guest journey. A hybrid strategy thus ensures maximum success for hoteliers. And it gives the team back exactly what the hospitality industry is all about: time for genuine interactions.
👉 Download the full white paper for free: Native app or web app? All the facts, a direct technology comparison and a checklist to help you decide – all in a compact 10-page guide
Sources
¹ GfK study on travel behaviour
² Hospitality Industry Report 2026, Hotelcore
³ Customer case studies, Hotelcore
* Analysis of usage behaviour among hotel guests of the Hotelcore guest app
