iPhone Room Service
Nick points to a hotel in Malibu, California that’s integrating hotel service through an iPhone web application.
When a guest checks into the hotel, they’re asked if they have an iPhone or iPod Touch. If they do, the hotel staff will load the web application to the device. If they don’t, they’re given a 16gb iPod Touch (with the application pre-loaded, of course) to keep for the duration of their stay.
Room service, wake-up calls, housekeeping, restaurant reservations, area information; they’ve shifted all the traditional moments-of-truth to self-service touchpoints. I suppose there’s some merit to this strategy for business-class hotels but the Malibu Beach Inn is supposed to be a “luxury oceanfront hotel destination.” Self-service runs counter to that promise.