Case Study: Lydia Hotel’s Journey with HotelBuddy–Digital Efficiency Meets Boutique Hospitality
- Anu Metsallik
- 8 hours ago
- 5 min read
Lydia Hotel is an elegant boutique property nestled in the heart of Tartu, Estonia. Its central location and commitment to personal service make this 4-star superior hotel a preferred destination for business, conference, and leisure travellers alike. As a Green Key-certified hotel, its operations are guided by a strong commitment to sustainability and innovation.
Since January 2024, Lydia Hotel has been using HotelBuddy to streamline operations, achieve their sustainability goals and offer guests more flexibility and choice. The implementation was rolled out in phases, starting with the digital guest journey, followed by online check-in and check-out, mobile key access, guest messaging, and upselling features. The goal was clear: enhance efficiency and guest experience without compromising the hotel’s signature personal service.
Interview with Diana Timberg, General Manager of Lydia Hotel
What challenges did you face before implementing HotelBuddy?
We had already started exploring the idea of creating a digital guest journey, including mobile key functionality, as early as 2021 or 2022, right after the pandemic. At the time, we evaluated a different solution, even hosted their team on-site, and came very close to signing. However, the solution felt overly complicated. Guests had to download multiple apps and the mobile key functionality was limited. On top of that, the price was quite high, so we decided not to move forward.
Some time later, I met Kadi, one of the founders of HotelBuddy. She told me that a new solution was coming soon, and we stayed in touch. When a government grant became available for digital tools, the timing was perfect. We tried a demo, and this time everything worked the way we wanted. All the problems we had with the earlier system had been solved. We even visited another hotel in Tartu that was already using HotelBuddy to see it live. That gave us confidence to move forward.
Why did you choose HotelBuddy over other solutions?
HotelBuddy was easier and more flexible than the other options we looked at. Guests didn’t need to download an app, and the mobile key worked really well. The cost also made more sense for us. Plus, we liked that we could start small and add more features step by step.
How did the front desk adapt to HotelBuddy?
Our team had already used a system with some online check-in features, so this wasn’t completely new for them. That helped a lot. So I can say the adoption was pretty smooth. We deliberately began with a smaller module—online check-in, upselling and guest app—and only added mobile key access a few months later. This made adoption easier.
How well did HotelBuddy integrate with your existing systems? How much work did it take on your side?
The way data moves between systems was a bit different from what we were used to with our previous provider, so some information entered our PMS Hotsoft in a new format. Because of that, we had to relearn a few things and explain some changes to the team.
We shared feedback with HotelBuddy about how we’d prefer certain processes and data flows to work. Many of our suggestions have already been implemented, and over time the system has become more aligned with our specific needs. For example, we wanted to personalize guest emails more than the initial setup allowed—and that has since been improved. Overall, it has been a smooth and collaborative process.
What improvements have you seen since implementing HotelBuddy?
Two improvements stand out. First, the digital guest journey and online check-in. Second, mobile key access. These features have helped us reduce our environmental footprint significantly. As a Green Key-certified hotel, this is something we value highly. Since we started using HotelBuddy, the use of plastic key cards and printed registration forms has dropped noticeably.
I’m almost certain that our hotel won’t become fully digital in the near future—we’ll always keep the human factor. And I believe that personal contact will continue to matter, especially in boutique hotels. But now, guests have a choice. Those who prefer to interact with staff can still do so, while others enjoy the speed and ease of the digital experience. This balance supports both efficiency and sustainability.
We have many returning guests. Their information is already in the system, and they truly appreciate how simple and fast the check-in process is with HotelBuddy. Just recently, a guest told me how much he enjoyed his stay and compared it to a major chain hotel in Finland, where he had to explain who he was all over again every time he stayed there. That kind of feedback tells us we’re on the right track.
Can you share any quantifiable results?
While we haven’t tracked reception hours in exact numbers, our front desk team has clearly noticed that the check-in process feels lighter and more manageable. That alone is a meaningful improvement.
What we can measure is upsell performance. From March to November this year, we’ve generated nearly €10,000 in room upgrades and extra service sales through HotelBuddy. That’s a substantial result for our guest volume and region, and it shows that guests are not only adopting the platform—but actively using it.
What do guests say about HotelBuddy?
Guest feedback has been positive, both in person and on online platforms. Many guests highlight how convenient and easy HotelBuddy is to use. They especially appreciate the speed and simplicity of the check-in process.
That said, we fully recognize that there will always be guests who prefer not to use digital tools. And that’s completely fine. HotelBuddy allows us to offer both options.
Who would you recommend HotelBuddy to?
I already have. Hotels in Tartu have asked for our feedback, and one of them went ahead and implemented HotelBuddy based on our recommendation.
I wouldn’t limit HotelBuddy to any specific category of hotel. It works equally well for boutique hotels, luxury properties, and larger hotels where it can significantly reduce reception workload. Each type of hotel can benefit in its own way.
We have many guests who check in online, use the digital key, and still stop by the reception for a chat or to ask questions. These experiences go hand in hand. Personal service doesn’t disappear—it adapts.
We have a high percentage of returning guests, and we’ve seen that Estonian travellers are the most active users of HotelBuddy—likely because digital services are so common and widely accepted here. Some other nationalities may be more cautious and choose not to click any links or to engage with digital services, which is also completely fine.
To the hoteliers who fear losing the personal touch, I can assure you we’ve experienced the opposite. HotelBuddy simply gives guests more choice. It shows that the hotel is innovative and keeps up with the times. I strongly believe that every hotel can be both forward-thinking and offer highly personalized service at the same time. Those who want human interaction still get it. Those who prefer a seamless digital journey can have that too. It doesn’t reduce hospitality—it enhances it.
Hotel Lydia
