USE CASE Digital Guest
How to truly monitor guest experience without deploying IoT Hardware
Traditional server-side tools can’t see what guests actually experience—whether it’s slow Wi-Fi by the pool or a frozen kiosk screen at check-in. Trazadera Lens – Digital Guest flips the script by simulating real guest journeys from the edge, using your existing devices. No new hardware. No delays. Just accurate, privacy-safe visibility into digital touchpoints that drive satisfaction.
CHALLENGES
- Traditional monitoring only sees half the picture. Server-side tools miss the guest’s actual experience—whether it’s poor Wi-Fi at the pool or a frozen check-in screen in a kiosk.
- Real user experience is context-dependent. Guests use specific networks (e.g., hotel Wi-Fi), physical devices (kiosks, tablets), and mobile apps under real-world conditions—yet most analytics can’t simulate this environment accurately.
- IoT projects often fail to scale. Hotels launching IoT-based monitoring discover that deploying new hardware is expensive, slow, and hard to maintain across multiple properties, especially when targeting dynamic spaces like resorts.
FRICTIONS
Attempting to bridge this gap usually leads to launching a complex and expensive IoT project, requiring procurement of custom devices, sensors, or dedicated probes. These initiatives sound good on paper but often run into:
- Long lead times for hardware acquisition and provisioning
- High per-unit cost (device + installation + maintenance)
- Security concerns with managing and patching dozens or hundreds of new field devices
- Integration complexity with existing IT and network systems
- According to a report by Cisco, the average cost to deploy the software on an IoT device can range from $100 to $500 per device, depending on the complexity and scale.
SOLUTION
It extracts hidden, unstructured, and siloed data from networks, IoT devices, and legacy systems, turning it into structured, actionable insights
Dark Data Capture
Lens is an advanced Dark Data collection and edge computing platform that unlocks hidden operational data from complex, legacy, and real-time sources. It captures, processes, and integrates valuable insights while ensuring full privacy. With seamless deployment across industries, it empowers businesses to enhance AI models, optimize processes, and drive smarter decisions with real-time, untapped data.
USE CASES
Trazadera Lens – Digital Guest is a disruptive edge solution that monitors real user experience from the guest’s side, not just the infrastructure.
- Realistic guest simulation: Trazadera Lens operates using the same Wi-Fi networks and guest-facing apps that real customers use, replicating and measuring their actual journey—device in hand, signal in the air.
- Client-side edge agents: Deployed on existing hotel equipment (e.g., lobby computers, Android phones), agents simulate interactions, detect failures, and track anomalies without the need for costly new IoT hardware.
- Localized, privacy-safe insights: Edge processing ensures data is handled securely on-site, while only key metrics are pushed upstream for centralized analytics and alerts.
BENEFITS
True Guest-Centric Visibility
- Experience the hotel like a guest would by placing monitoring directly in client-side environments—across real devices, apps, and access points like the swimming pool or golf course.
- Detect issues invisible to server-side tools, such as fluctuating Wi-Fi coverage or user interface delays on check-in tablets. Trazadera sees what your guests see, when and where they experience it.
- Close the experience gap with data captured in situ—ensuring management decisions are based on how services actually perform, not just how they’re supposed to.
Faster, Frictionless Deployment
- No custom hardware required. Trazadera Lens runs on equipment you already own: front-desk PCs, resort tablets, or spare Android phones—cutting the time, cost, and risk of IoT deployment.
- Skip provisioning bottlenecks. Traditional IoT initiatives often stall due to device sourcing and setup. Trazadera activates in hours, not months, using your existing IT footprint.
- Scale with confidence. Whether testing one resort or rolling out to an entire chain, the same lightweight agent approach delivers consistent, field-proven performance monitoring.
Proactive Service Recovery
- Detect problems before guests complain, whether it’s slow login on the Wi-Fi captive portal or misconfigured DNS blocking the app’s API. Alerts trigger immediate action.
- Reduce incident response time by pinpointing the real source of problems—signal quality, device compatibility, authentication flows—without relying on guest feedback or manual checks.
- Prevent bad reviews by resolving digital friction during the stay. Satisfied guests are more likely to return and recommend the property.
Privacy-Aligned, Intelligence-Ready
- Edge-native processing keeps sensitive data local. No guest identity or browsing behavior is collected—only technical metrics are logged, ensuring full GDPR compliance.
- Integrates with AI and analytics systems, allowing IT teams and CX leaders to correlate experience patterns with satisfaction scores, operations, and revenue metrics.
- Improves continuously. Over time, Trazadera Lens builds a smart baseline of service performance across properties, highlighting drift, regression, or seasonal patterns worth investigating.
Confidential Client — Resort Brand (Part of a Global Hospitality Group)
This Resort —part of a larger international hospitality chain—operates under a boutique luxury label, emphasizing premium guest experiences and digital services. With increasing guest expectations around always-on connectivity and seamless app usage, their challenge was clear: ensure flawless digital interactions from check-in to checkout, including Wi-Fi and entertainment services, even in remote areas of the property.
Operational Insights Gained
- Heatmaps exposed blind spots in guest Wi-Fi coverage, especially in eco-villas and remote areas.
- Latency analysis identified congestion patterns and enabled proactive routing fixes.
- Zone-specific metrics revealed when and where performance degraded, allowing time-based interventions.
- Proactive monitoring replaced reactive support—most issues were addressed before guest complaints.
Measurable Results
- 43% fewer Wi-Fi complaints in public outdoor areas.
- Median latency stabilized around 85 ms across all services.
- Significant signal quality improvements in 4 high-traffic zones.
- Higher ReviewPro and survey scores, credited to better digital experience.