Challenge

As short-term rental management company Heiwa Group expanded from Airbnb rentals into the hotel industry, they faced a new operational reality. At Hôtel de la Poste in Sierre, all guest access needed to be centralized in one location, unlike their previously scattered apartment portfolio across French-speaking Switzerland.

Traditionally, hotel room keys were handed over in person at the reception desk. While this approach worked during limited hours, it quickly became restrictive for the small, 15-room hotel. Guests often wanted to arrive earlier or later than reception hours, and maintaining a 24/7 front desk was not financially viable.

Heiwa’s goal was not to eliminate human interaction, but to complement it. They wanted to offer guests more flexibility while ensuring the hotel could continue operating smoothly, even when staff were unavailable, and without compromising security or professionalism.

Pain Points

• Limited Reception Hours: In-person key handovers required staff presence, making late or early arrivals difficult to accommodate.
• Operational Inefficiency: Staff time was consumed by manual check-ins instead of higher-value guest service.
• Lack of Flexibility for Guests: Travelers increasingly expected self-service and 24/7 access options common in modern hospitality.

Solution

Heiwa Group searched for an automated yet reliable key management system and landed on Keycafe. They considered alternatives such as installing smart locks on every door, but quickly ruled them out due to high installation costs, complex infrastructure requirements, and limited flexibility across different property types.

Keycafe stood out for its centralized electronic key locker design, low infrastructure cost, and ease of implementation. Instead of replacing every lock, Heiwa could digitize access using a single, secure system located on-site in the hotel lobby.

Today, Keycafe plays a central role in the hotel’s check-in workflow. Guests can either check in traditionally at reception or opt for a fully self-service experience. Automated messages sent via the Keycafe and Hostaway integration provide guests with door access instructions and a unique Keycafe code that is active only between the Hostaway check-in and check-out times, allowing them to retrieve their room key at any time, day or night.

Heiwa Group’s Implementation

• 24/7 Self-Service Check-In: Guests receive automated instructions and a secure code to access the Keycafe electronic key locker.
• Centralized Key Control: All hotel room keys are stored, tracked, and managed from one secure location.
• Hostaway Integration: Heiwa uses Keycafe’s integration with Hostaway, which automates guest communication and syncs reservations with key access codes.

Result

Within the first few weeks of using Keycafe, Heiwa Group saw clear operational improvements. Check-in related interruptions dropped significantly, and guests responded positively to the simplicity and autonomy of the system.

Reception opening hours were reduced without limiting guest access, freeing staff from unnecessary late-night or last-minute interventions. Even when staff are unavailable due to illness or scheduling gaps, guests can still access their rooms easily.

Beyond efficiency, Keycafe helped modernize the hotel’s image. By embracing digitalization while preserving optional face-to-face service, Heiwa successfully brought a traditional Swiss hotel into the 21st century without sacrificing hospitality.

The Outcome

• Reduced Staff Workload: Fewer manual check-ins and key handovers, saving hours of staff time each week.
• 24/7 Guest Access: Guests can arrive at any time without requiring a 24-hour reception desk.
• Improved Operational Reliability: Near-elimination of key-related emergencies and increased peace of mind for staff.