The Ritz Carlton Hotel Case Study | Mobile Experiences | Usablenet

The Ritz Carlton Hotel

The Ritz Carlton Hotel msite
The Ritz Carlton Hotel msite
The Ritz Carlton Hotel msite

About The Ritz Carlton Hotel

Exclusive Experiences For A Luxury Brand

Ritz-Carlton operates 84 luxury hotels and resorts in major cities and resorts in 26 countries worldwide.


The Ritz Carlton brand is synonymous with the finest personal service and an exceptional guest experience. The Ritz Carlton Hotel recognizes the importance of technology to increase brand engagement and create loyal, high-use customers. The goal on mobile was to extend Ritz-Carlton’s world-renowned gold standards philosophy of customer service to mobile.


With the mobile site in place, the Ritz Carlton brand app was designed to provide guests with an experience that exceeded their expectations by offering more than a traditional booking app.

True to the brand’s “Let Us Stay With You” marketing campaign, the app was designed to play a larger role in the guest’s day-to-day life, anticipate their needs during their visits, and create lasting memories while staying at a Ritz-Carlton hotel. 

The app was the first to offer an “At Home” and “At Hotel” mode, initiating the guest experience even before the guest is on-site, and continuing after they leave the property.

The “At Hotel” mode was designed to act as a mobile concierge and deliver targeted content unique to each property via QR codes. Leveraging the native camera and a QR Scanner, guest can scan codes to learn more about the hotel, its amenities, activities and guest offerings. By integrating Ritz-Carlton World Concierge and Foursquare, the app provides location relevant destination and landmark tips. Over 200 Ritz Carlton concierges provide tips for the app from their own city or places they know.  


Mobile is about “creating an experience”, said Herve Humler, President and COO of The Ritz Carlton Hotel Company in an interview with Luxury Society. “We want to use technology where guests want technology.” The Ritz Carlton app maintains a four star rating in the App Store and in Google Play. During the first two weeks of launch, the app was downloaded over 37,000 times with the number of downloads increasing by 1,800 per week. Within the first two months of launch, Ritz Carlton saw a 37% increase in mobile revenue.


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