How NHOW Amsterdam RAI turned room service into a €62K-a-year success with STAY

"STAY has really transformed the guest experience by letting people order food and access hotel services directly from their phones—quick, easy, and no need to call anyone. Even less tech-savvy guests find it intuitive, which tells us the platform is doing exactly what it should."

Renata Komarzinska.

General Manager

NHOW Amsterdam RAI

NHOW Amsterdam RAI, part of Minor Hotels, is a contemporary 4-star hotel located in Amsterdam’s vibrant Zuidas business district, right next to the RAI Convention Centre.

With 650 rooms across 24 floors, it is not only the largest NHOW hotel in the Benelux region, but also one of the city’s most iconic architectural landmarks.

The hotel welcomes a dynamic mix of international business travelers, design-focused tourists, and locals. Each room offers a unique, eclectic experience inspired by one of six cardinal directions—true to the hotel’s creative and cosmopolitan identity.

After a successful pilot of STAY in Minor Hotels in 2019, the outstanding results led the company to implement it in each and every single hotel—including NHOW Amsterdam RAI.

It turned to be a success in NHOW Amsterdam too. The property has made the most of the Mobile Room Service solution.

Room service was stuck in the past with paper menus and inconvenient calls to reception

With hundreds of guests checking in daily, delivering a seamless in-room dining experience had become increasingly difficult to manage. Orders were previously handled over the phone, requiring guests to browse printed menus and staff to manually process every request. Renata Komarzinska, NHOW Amsterdam`s General Manager, speaks on how STAY improved their operations.

"Before we brought in STAY, room service was pretty old-school. Guests had to read paper menus and call reception just to place an order. It wasn’t efficient, and definitely didn’t match the digital expectations guests have today".

Modern travelers are used to ordering everything from their smartphones—flights, taxis, concert tickets, and of course, food. But the motivation to go digital went beyond convenience.

"Plus, making any menu changes meant reprinting materials, which wasn’t just costly but also time-consuming and unsustainable".

A digital, intuitive, and sustainable solution, intuitive even for less tech-savvy guests

Minor Hotels selected STAY as its digital guest experience platform thanks to its proven track record in over 1,300 hotels across 70 countries. The rollout at NHOW Amsterdam RAI was fast—and guest adoption, almost immediate. Even less tech-savvy travelers found it easy to use.

"STAY has really transformed the guest experience by letting people order food and access hotel services directly from their phones—quick, easy, and no need to call anyone. Even less tech-savvy guests find it intuitive, which tells us the platform is doing exactly what it should.", adds Renata Komarzinska.

The app now allows guests to order everything from breakfast in bed to burgers and beers with a single tap—while also providing real-time updates on hotel services and facilities. And for the team, it’s been a game-changer.

"It’s also helped us behind the scenes by streamlining operations, reducing errors, and making it super easy to update the menu in real time".

STAY led to €62,000 in revenue, 5,000+ orders, and a smoother
guest experience

Over the past year (March 2024 to March 2025), digital room service orders alone have generated over €62,000 in revenue for NHOW Amsterdam RAI—through more than 5,000 app-based orders.

The convenience of ordering directly from their smarpthones—without needing to call reception or browse paper menus— has led to 114,188 unique users who have accessed services, mostly via the Web App. Each of those orders was processed faster and with fewer errors, making operations smoother and more sustainable.

"In spread of a year, we’ve had over 5,000 room service orders through the app, bringing in more than €62,000 in revenue. Guests love the convenience, our staff has more time to focus on service, and we’ve significantly cut down on paper waste", highlights Renata Komarzinska, NHOW Amsterdam`s General Manager.

By embracing digital innovation, NHOW Amsterdam RAI has not only improved guest satisfaction, but also empowered staff, reduced operational friction, and aligned with Minor Hotels’ broader sustainability goals.

A bold move that has paid off—one order at a time.