Serviced Apartments: Solution Streamlines Operations for TheSqua.re’s London Serviced Apartments Network

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. 

TheSqua.re’s apartment in Camden, London

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

“We started to use KeyNest Points service for check-ins that happened after 8 PM - but it worked pretty well so now we have extended this remote check-in for all of our leisure guests. Sometimes, especially some guests from Asia, seem very surprised, as it’s something they’ve never heard before. But we provide them with full information about the key collection and eventually, guests do admit that it’s a practical and helpful solution. 

From our internal operations side, it’s something we’ve been looking for a long time - a way to give apartment access at flexible hours, without the need of commuting and putting pressure on the Guest Services team. Now, all we have to do is to generate a key collection code and send it to the guest. It felt incredibly smooth as a process and KeyNest became a part of our global standard operating procedures. “

Instrumental 24/7 support for the guests and team members

Rahul praises the availability and quality of customer service available at KeyNest:

“The customer support team of KeyNest helps us a lot, as they are available 24/7 through chat and phone. I had a great experience getting support from Bryce and Laxmi - they assisted me when I needed some confirmation about the Point opening hours and supported the guest in finding the location when needed. I have passed to my team at TheSqua.re the information that whenever they need anything, they shouldn’t hesitate to call KeyNest’s hotline - it really works.

The practical side of the KeyNest platform is straightforward - I am a manager dealing with operations, so check-ins and check-outs are handled by myself and my colleague. I appreciate having a simple overview of keys and upcoming bookings. It takes just minutes to onboard and understand how it works - even though it’s a tech platform, it’s pretty easy to use. We have semi-automated some of the processes using KeyNest’s free integration - and emails to guests with the details of the check-in are now sent right away, without the need to involve the staff.

KeyNest is a dependable partner for us - we rely on the shops and platform to handle all of our check-ins in London and would be using this solution for any new apartment we open. I’m glad we discovered KeyNest’s solution!”

Find out more about KeyNest’s services for serviced apartment operators here