The lobby at Te Arikinui Pullman Auckland Airport has recently undergone a subtle yet impactful transformation. Guests arriving at the hotel are now welcomed not only by the front desk team, but also by Liverton’s SmartStay self-service kiosks, an innovative solution designed to streamline check-in and check-out while preserving Pullman’s signature hospitality. The response has been immediate. Guests are engaging confidently with the technology, completing check-ins efficiently, and exploring optional upgrades as part of a smoother, more flexible arrival experience.

A Smarter Way to Stay

SmartStay is Liverton’s response to the evolving expectations of modern travellers. As convenience, speed, and choice become increasingly important, hotels are also navigating ongoing staffing pressures. SmartStay addresses these challenges by simplifying interactions for both guests and staff.

At Pullman, the SmartStay kiosks support multiple stages of the guest journey. From issuing room keys and processing payments to presenting optional services and upgrades, the kiosks reduce pressure on the front desk during peak periods. Guests can choose how they interact, whether opting for a fast self-service experience or engaging directly with staff.

Enhancing the Guest Journey

For guests, the benefits are immediate and practical. The kiosks enable fast, contactless check-in and check-out, reducing wait times during busy arrival and departure windows linked to Auckland Airport. Payments are handled directly at the kiosk, room keys are issued instantly, and optional upgrades are clearly presented, all without the need to queue at reception.

Feedback has been particularly strong from business travellers and guests on tight schedules. From an operational perspective, staff have welcomed the shift. By automating routine administrative tasks, the front desk team can focus more time on personalised service, problem-solving, and meaningful guest interactions.

Design That Respects Place and Purpose

Furnz Group’s design approach played a critical role in the project’s success. The kiosks were created to be intuitive, durable, and visually understated, enhancing the lobby without dominating it. Clean lines, ergonomic interfaces, and user-friendly screens ensure guests can navigate the experience with minimal friction.

This design philosophy reflects an understanding that technology in hospitality must do more than function efficiently. It must respect the space it inhabits and align with the brand it represents.

Operational Benefits for a High-Volume Airport Hotel

Operating next to New Zealand’s largest airport presents unique challenges, with constant guest movement and fluctuating peak times. SmartStay delivers operational benefits that extend well beyond guest-facing convenience. By automating routine processes, the hotel reduces congestion in the lobby and improves overall workflow efficiency.

Direct integration with Pullman’s property management system allows guest data, room availability, and payments to be updated in real time. This reduces errors, minimises manual input, and supports reliable, efficient operations, an essential advantage for a high-volume airport hotel.

Driving Revenue Through Smart Upselling

SmartStay also supports revenue growth through built-in upselling opportunities. During check-in, guests are presented with options such as room upgrades, early check-in, late check-out, and additional services. These options are clearly communicated, allowing guests to personalise their stay without pressure.

For the hotel, this creates incremental revenue opportunities while enhancing the guest experience. When options are visible and easy to access, guests can make informed choices that suit their needs.

A Word from The Client

A Model for the Future of Hospitality

The SmartStay implementation at Te Arikinui Pullman Auckland Airport demonstrates how thoughtfully applied technology can enhance both guest experience and hotel operations. By combining intuitive design, reliable system integration, and guest-centric functionality, Liverton has delivered a solution that supports staff while giving guests greater flexibility and control.

Guests benefit from a faster, more efficient arrival and departure experience, while staff are empowered to focus on high-value, human interactions. The kiosks, designed and installed by Furnz Group, integrate naturally into the lobby environment, showing that hospitality technology can be both effective and refined.

As SmartStay continues to roll out across properties globally, the Pullman project stands as a strong example of how hotels can embrace innovation without compromising their core mission of delivering exceptional guest experiences.