Hotel Cateys 2025: Best Use of Innovative Technology – Lore Group

When it comes to technology, the traditional hospitality journey often feels fragmented – multiple apps, check-in queues and disconnected systems standing between the guest and that all-important experience.

 

This year’s Hotel Catey winner of the Best Use of Technology recognised this challenge and took it head on to completely reimagine the guest journey by crafting a seamless, app-free digital pathway that lets guests step effortlessly into their stay.

 

The goal for the hotel was simple: to replace outdated, siloed technology with a connected ecosystem, empowering teams to deliver exceptional, personalised service without the complex admin.

 

And for the guest, it was all about giving them control of their stay and how they interact with the hotel, right from their own devices. No apps to download, no accounts to log in to – just effortless hospitality at their fingertips.

 

The result was the Explore Portal, a sleek, web-based platform that transformed every touchpoint of the guest experience. Before even setting foot in the lobby, travellers can now check-in online, skipping the front desk queues entirely and heading straight to their rooms. Once there, mobile digital keys stored in Apple Wallet or Google Wallet made fumbling with plastic keycards a thing of the past.

 

The innovation didn’t stop at check-in. Through the portal, guests could make real-time bookings for the spa, restaurants or concierge services – with availability updated by the second. The system also delivered tailored offers based on each guest’s stay details, suggesting upgrades, packages or add-ons whether they booked directly or through an online travel agent. And for loyal visitors, the Global Hotel Alliance integration meant membership benefits and rewards were always within easy reach.

 

Behind the scenes, this transformation was powered by a comprehensive technology overhaul. The hotel migrated to a modern property management system (PMS), supported by a resilient new payment infrastructure designed to eliminate downtime. A suite of connected APIs now links every department – from front desk and housekeeping to concierge and revenue management – ensuring seamless communication and up-to-the-minute data sharing. Even the door-lock systems were upgraded to support the new digital key technology.

 

What began as a digital project quickly became a redefinition of service. Take one VIP guest who arrived hours early for their booking. The Explore Portal enabled a premium suite upgrade to be processed, prepared, and confirmed in minutes – without calls, forms, or delays. They described it as “the most seamless hotel arrival” they’d ever experienced.

 

Another business traveller noted they could check-in, unlock their room, and order room service from a taxi en route from the airport. On arrival they found everything ready for them: “It felt like the hotel was working at my speed, not the other way around.”

 

But the Explore Portal didn’t just redefine the experience for guests – it created measurable value for the business. Year-to-date, the portal has supported more than 1,822 digital check-ins at Sea Containers alone. Meanwhile it has reduced response times to guest messages by 45%, and increased guest-initiated interactions with hotel teams by 20%. More than 320 spa bookings have been made directly via the platform, and pre-arrival purchases generated £22,000 in upsell revenue in just one month at Sea Containers.

 

The Explore Portal hasn’t just modernised operations – it has given guests what they value most: time, choice and a sense of effortless control over their stay.

 

This bold vision of chief executive David Taylor and head of technology Gavin Allison has been awarded not only with a Hotel Catey, but with the industry kudos of setting a new benchmark when it comes to using digital tools in hospitality.

 

What the judges said

“This is a very worthy winner of yet another Catey! As beautifully evidenced by the submission and supporting materials, Lore has built an impressive portal and redesigned the guest journey in its own image. In an age of almighty OTAs, Lore stands out as a leader and trailblazer of the independent hospitality sector – well done!”

Liutauras Vaitkevicius

 

“A true digital transformation without losing the personal touch and local influence. An excellent submission with strong supporting evidence.”

Jane Pendlebury

 

The shortlist

• Leonardo Hotels
• Lore Group
• Point A Hotels

 

The judges

• Inna Nekrassova, Hotel Café Royal
• Jane Pendlebury, HOSPA
• Liutauras Vaitkevicius
• Doris Woehnl, Rosewood London