Serviced Apartments: Solution Streamlines Operations for TheSqua.re’s London Serviced Apartments Network
TheSqua.re’s apartment in Camden, London
KEY SUMMARY
- The Partner: TheSqua.re, a global serviced apartment brand with over 200,000 apartments across 650 cities, including a prominent London portfolio.
- The Challenge: In-person check-ins strained operations, particularly for business travellers arriving late and needing immediate room and WiFi access.
- How did TheSqua.re use KeyNest?: They started using KeyNest Points for check-ins after 8pm, then extended remote check-in to all leisure guests once the process proved reliable.
- Key Results:
- Flexible Check-Ins, Any Hour - Guests access apartments without staff needing to commute for a handover.
- Built Into Global Standard Procedures - KeyNest became part of TheSqua.re's standard operating process for every new London apartment.
- Semi-Automated Guest Communication - Free integration sends check-in details to guests automatically, without staff involvement.
TheSqua.re is a global brand that offers high-quality serviced apartments for short and long-term stays. With over 200,000 apartments spread across 650 major cities around the world, including London, TheSqua.re provides luxury and comfort to its guests.
The brand's London presence is particularly notable, with a range of apartments located in the city's prime locations, such as Mayfair, Knightsbridge, and the City of London. TheSqua.re's London apartments cater to a diverse clientele, from corporate travellers to families on holiday, and offer world-class amenities and services that ensure a seamless stay in the bustling capital city.
With over a decade of experience in the hospitality industry, TheSqua.re has established a strong reputation for providing guests with high-quality, fully-furnished apartments that offer all the amenities and comforts of home. The company's commitment to customer service and attention to detail has helped to establish TheSqua.re as a go-to provider of luxury accommodations in London.
Elevating operational excellence to a next level
To check in guests to their apartments, TheSqua.re’s team initially followed the classic in-person check-in process in all of their properties. It meant sending the company's staff to the properties at the specified time and passing the keys to the guests.
This type of check-in naturally puts a strain on operations, especially in the case of business travellers, who naturally tend to arrive during late check-in times and need to have access to the room and wi-fi immediately. With an ever-growing number of apartments in their portfolio, TheSqua.re needed a flexible, remote solution that delivered a seamless experience both for the internal team and the guests.
We have spoken to Rahul Bharati, TheSqua.re’s Assistant Manager - Concierge, about his experience with KeyNest.
Enabling flexible, late check-ins without the hassle
TheSqua.re started using KeyNest Points for check-ins happening after 8pm. The results were strong enough that remote check-in was soon extended to all leisure guests. Some guests, particularly those travelling from Asia, are occasionally surprised by the concept, having never encountered this kind of key collection before. With full information provided upfront, though, guests consistently come around to finding it a practical, helpful solution.
Internally, it solved something TheSqua.re had been searching for over a long period, a way to offer apartment access at flexible hours without staff needing to commute or putting extra pressure on the Guest Services team.
Instrumental 24/7 support for the guests and team members
Rahul praises the availability and quality of customer service available at KeyNest.
Support was just as important to the transition as the technology itself. KeyNest's customer support team is available 24/7 through chat and phone, helping Rahul confirm Point opening hours and assisting guests in finding their collection location when needed.
He's since passed that confidence on to his own team, encouraging them to call KeyNest's hotline whenever they need support. From a day-to-day standpoint, the platform proved just as straightforward. Handling check-ins and check-outs alongside one colleague, Rahul appreciated having a simple overview of keys and upcoming bookings, onboarding took only minutes despite it being a tech platform. The team has since semi-automated parts of the process using KeyNest's free integration, with check-in emails now sent to guests automatically, no staff involvement required.
Find out more about KeyNest’s services for serviced apartment operators here