MGM Resort’s initial RFP sought a vendor to create an app focused on direct room bookings. During our diligent research process, Fueled helped MGM identify an approach to their app that would drive downloads and loyalty program registrations, promote engagement with the brand, and provide users with a sleek and seamless experience. We interviewed MGM guests, casual visitors, top-tier loyalty program members, on-the-ground resort staff, and a wide range of corporate stakeholders. We also gathered new quantitative research and reviewed existing MGM reporting to develop statistically significant conclusions. We learned that the biggest pain point for guests of Las Vegas resorts is the hotel check-in and check-out process. We set out to build the ultimate hotel check-in/check-out app, but as we strategized more ways to upgrade and streamline MGM guest experience, we incorporated a few more features. Building the World’s First On-Demand, On-Site Mobile Check-in We spent weeks planning and testing a new mobile check-in system that would combine in-app check-in with the rollout of new door lock hardware to enable mobile keys. With this system, guests can actually get to a hotel and go straight to their room, no waiting in the check-in line required. Guests can also confirm reservations and pay for room upgrades or early check-in using the app. It turns out no major hotel group in the world has yet rolled out an on-demand on-property check-in system without guests needing to give advance notice. We generated over $100 million in new enterprise value through an app that increased ADR and customer retention.
Fueled
Fueled builds websites, apps, and content platforms
Fueled
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