Primestar Group: driving efficiency and guest satisfaction through digital solutions
From online check-in and secure payments to digital keys, IPTV and signage, Primestar Group and at-visions rebuilt the guest journey across a portfolio of more than 4,300 rooms.
About Primestar Group
Primestar Group is one of the leading multi-brand hotel operators in Germany and Austria, managing more than 4,300 rooms in prime city locations. The portfolio includes well-known international brands such as Holiday Inn Express, DoubleTree by Hilton, and the boutique label June Six.
Through its “travel.work.live.” concept, Primestar combines smart accommodation with digital efficiency and sustainable practices — addressing the expectations of modern travelers while creating long-term value for partners. With a strong focus on operational excellence and technological innovation, Primestar is shaping the future of midscale hospitality in Europe.
Challenges & goals
- Reducing manual workload. Reception teams were handling repetitive tasks like data entry and payments, creating inefficiencies.
- Meeting guest expectations. Travelers increasingly demanded faster, digital-first and frictionless solutions.
- Managing peak arrival times. Queues built up during busy check-in hours, reducing guest satisfaction.
- Creating consistency across brands. A streamlined check-in/out process was needed across multiple properties while respecting brand standards.
- Unlocking upselling potential. Primestar wanted to turn check-in into a touchpoint for extra revenue through upgrades and location-based services.
Why at-visions
Primestar chose at-visions for proven expertise in digital guest journeys and the ability to integrate seamlessly with Apaleo PMS and other systems. With a flexible platform and a focus on guest experience, we delivered a solution that reduces front-desk workload, introduces upselling and location-based promotions, and continues to support Primestar’s long-term digitalization strategy:
- Online and mobile check-in tailored to guest needs
- Integrated upselling options during the check-in process
- Digital key access directly to smartphones
- Secure online payment integration
- Real-time connections to PMS, IPTV and digital signage
Implementation & results
- Online check-in with omnichannel communication. Guests receive branded pre-arrival messages by WhatsApp, SMS or e-mail, guiding them to a fully digital check-in flow — completing registration, processing payment and receiving their digital key before reaching the hotel.
- Upselling & location-based marketing. During online check-in, guests are offered room upgrades, late check-out and additional services (including third-party offers based on location), creating a new revenue stream and enhancing personalization.
- System integrations. Real-time synchronization with Apaleo PMS keeps guest data and room allocation accurate, while connections to payment gateways, door locks, IPTV and digital signage create one consistent experience across the property.
Real results
- Significant reduction in waiting times during peak check-in and check-out hours
- Front-desk staff focus on personal guest interaction instead of administration
- More accurate guest data and fewer manual errors through digital registration
- Guests value the flexibility of online check-in and digital room access
- Upselling during check-in creates measurable new revenue opportunities
- Increased engagement through omnichannel communication
“Offering digital check-in together with attractive upselling not only enhances guest satisfaction but also drives stronger financial results. Both are essential, so acting here is a no-brainer. Since the technology behind all this is really complex, we are very glad to have the expertise and support of at-visions by our side.”Ronald Giese · Managing Director, Primestar Hospitality
The outcome
By introducing online check-in and upselling, Primestar Group significantly improved the guest experience while reducing pressure on reception. Guests gain flexibility and convenience, staff gain time for personal service, and the group unlocks new revenue channels. Most importantly, the project shows that digital convenience and personal hospitality go hand in hand — keeping Primestar ahead of evolving guest expectations as a future-ready operator in the European midscale market.