Case Study: HotelBuddy and Opera Cloud Power Centennial Nexus Hotel's Digital Guest Journey
- Anu Metsallik
- May 5
- 4 min read
Located in central Tallinn, Centennial Nexus Hotel Tallinn is part of Unique Hotels Group—an Estonian hotel group operating five distinctive properties, from boutique and family-friendly to business-oriented and countryside escapes. Unique Hotels Group was the first hotel chain in Estonia to implement HotelBuddy across all of its city hotels, positioning itself as a leader in digital hospitality.
Opened in 2017, Centennial Nexus Hotel Tallinn was established to commemorate the 100th anniversary of Estonia’s independence. Its Nordic minimalist interior reflects this milestone, with artistic elements that portray the key periods in Estonia’s history over the last century.
In June 2024, the hotel added “Nexus” to its name to reflect its updated concept: a multifunctional space designed not only for accommodation but also for remote work and informal meetings. The redesigned lobby features cozy seating areas, a co-working zone with high-speed Wi-Fi, and a 24/7 self-service deli corner—perfect for quick lunches or late-night snacks.
One of Centennial’s defining traits has always been its openness to innovation and emerging technologies. It was among the first hotels in Estonia to adopt HotelBuddy in 2021.
Paul Taylor, Member of the Management Board at Unique Hotels Group, commented: “These days we need heightened operational efficiency and flexibility for guests. Digital is the way things are going, so we have to embrace it—this is what future generations want.”
In 2024, the hotel transitioned its property management system from Fidelio to Opera Cloud, briefly pausing HotelBuddy during the change. Now that both systems are fully operational, we spoke with Jekaterina Zinakova, Front Office Manager at Unique Hotels Group, to hear about the transition and how HotelBuddy is performing post-integration.
You’ve been using HotelBuddy for several years. How did the recent switch to Opera Cloud affect that setup?
Jekaterina: When I started as Front Office Manager, HotelBuddy had already been implemented and working at the hotel. Now I was involved in the second rollout when we switched PMS systems from Fidelio to Opera Cloud. The biggest challenge was making sure the payment codes and data matched across systems—we had to test everything thoroughly. Since we were already familiar with the platform, the focus was mainly on adapting it to the new PMS setup.
Is HotelBuddy fully operational again after the PMS switch?
Jekaterina: Yes, HotelBuddy is live again, but there’s one technical limitation we’re still working on. Previously, guests could access all floors via elevator without restrictions. Now, for added security, elevators require key activation and only take guests to their assigned floor. However, this system doesn't yet support mobile key users accessing upper floors. While we resolve this, mobile keys are used for ground-floor rooms, and key cards are provided at reception for other floors. Despite this, we went live a month ago, and guests are already using HotelBuddy again for check-in, payments, and booking extra services.
What was the transitioning like from a technical point of view?
Jekaterina: It was quite smooth overall, even though we had a cyberattack on the same day we transitioned to Opera Cloud. Still, by the end of the day, everything was running. I’d say the Opera Cloud and HotelBuddy combination works better than with our previous setup. We did catch one issue early on—HotelBuddy initially charged guests during online check-in for one night instead of the full stay, but we spotted it quickly and fixed it with the help of HotelBuddy’s support team.
How did the front desk team adapt to HotelBuddy?
Jekaterina: Very well. Most of our team had already been using HotelBuddy since its first implementation, so they were familiar with the system. HotelBuddy has reduced paperwork and made the check-in process much faster. Even when guests need a physical key card, everything else is already done—data is in the system, payments are completed, and night admins don’t need to manually enter guest details.
Have you noticed specific improvements?
Jekaterina: It’s hard to measure the exact time saved since it depends on occupancy, but on busy days, HotelBuddy is a huge help. Receptionists just need to hand over a key and explain where the breakfast is—everything else is already done. Guests also use the app to show proof of parking or breakfast purchases at the restaurant, which makes everyone’s job easier.
Which features do guest use during the stay?
Jekaterina: Parking and room upgrades sell consistently. Chat is also used, but not as much as at our sister hotels Kreutzwald Hotel Tallinn and The von Stackelberg Hotel Tallinn. Sometimes the reception team uses the chat to communicate with guests. For example, a group once started ordering breakfast in the app even though it was already included. Through chat, we were able to notify them immediately to avoid double charges—much quicker than sending emails and hoping they read them.
What’s the overall guest feedback been like?
Jekaterina: Early on, we got some complaints about too many emails, combined with numerous e-mails from Booking.com, but now we’ve fine-tuned the messaging and don’t receive those complaints anymore. Guests have also started using the in-app feedback feature, and everything we’ve seen so far has been positive—no complaints since we went live again. We had regular guests ask why HotelBuddy wasn’t available during our PMS transition. That kind of feedback shows us how much guests appreciate the service.
Who would you recommend HotelBuddy to?
Jekaterina: Honestly, I think it works for all types of hotels, but especially well in business-oriented properties like our Centennial Nexus Hotel. Business guests have time to check in while traveling—waiting at the airport or on the ferry. It’s a tool that appeals to modern, tech-savvy travelers. If you want to simplify front desk operations and give your team more time to engage with guests, I’d absolutely recommend it. It’s worth the investment, and makes life easier for the whole team.
