Is ‘HOTELISATION’ the key to customer experience in property?

We’ve exchanged the beautiful scenery of Cannes for historic Oxford. As in previous years, MIPIM was a whirlwind, full of innovation and new developments within the industry. One common theme throughout the conference was customer experience, and the technology and principles behind implementing this ideology within the property sector.

It seems that property is still slower than its counterpart industries when it comes to embracing technology. A lot of emphasis is being placed on data and its ability to provide building analytics for both managers and landlords. But again this is still proving a drawn out process.

“Providing a digital building will provide a 4.7% uplift in rent compared to other comparable buildings in London”

Radius Data Exchange, Powered by Estates Gazette

It is not breaking news that customer experience is an important factor in retaining a competitive market position and that consumers are expecting a digital environment as part of this service. However according to new research, tenants are also prepared to spend more for a digital building, according to Radius Data Exchange. So for those looking for longevity within the industry, it seems customer experience and technology should not be overlooked.

What is Hotelisation?

At MIPIM we saw the emergence ‘hotelisation’, a philosophy within commercial real estate whereby the view of customers is changing from tenants of the building to valued guests. The premise being that building occupants should receive the same level of service within a commercial building than at a hotel or restaurant.

Not only is the emphasis on delivering a hospitality style service but also on creating a destination. One that stands out to occupiers as an environment that fosters creativity and collaboration for its employees; one that understands their customer base – appealing to younger generation digital natives who expect a seamless digital experience as standard.

What does it mean for commercial property?

What does this mean in practice? In essence we’re seeing the growing importance being placed on customer experience within property, the focus on not just the tangible and explicit but also on the intangible and implicit.


“You can enter a commercial building and experience over 25 different services from arriving outside to entering the lift to reach your destination. From the cleanliness of the outside facing windows, to the software that alerts the receptionist to provide a personal welcome. Each single element makes up the experience, whether you notice the intricacies or not”

Guy Windsor-Lewis, CEO & Founder, Locale

Investigating every part of the experience within your building seems to be the key, as well as using the analytics technology provides in order to deliver the experience. PropTech has its part to play in more ways than one, providing data and perceptions of the building to deliver a service that meets the needs of customers; and to deliver it digitally.

It seems to be the new norm that a space also provides a service. That commercial property should and will(?) take on more and more elements of the hospitality sector in order to remain competitive. How well will the industry adapt to keep up with customer expectations? An interesting outlook for the future, one that if embraced will surely be mutually beneficial for occupiers and owners alike…

M J Mapp partner with Locale to digitise the management of UK property portfolio

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Looking back on 2018 with Guy Windsor-Lewis

The festive season may be over, but we still have a lot to celebrate. We’ve seen revolutionary change here at Locale, and within the property, occupier experience, and FM industries in general. Our CEO and founder, Guy Windsor-Lewis talks to us about his highlights from 2018…  Read more

Locale at Future PropTech

Locale is excited to be exhibiting and showcasing our latest solutions at FUTURE:Proptech on May 2nd.

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Locale are preparing for GDPR

The EU’s General Data Protection Regulation (GDPR), introduced by the EU to bring data protection legislation into line with new, previously unforeseen ways that data is now used, will apply from May 25th. The current legislation was enacted before the internet and cloud technology created new ways of exploiting data, and the GDPR seeks to address that.

Locale will comply with any applicable GDPR regulations when they take effect in 2018, as a company and as a data processor and controller, whilst also working closely with our customers and partners to meet contractual obligations for our procedures, products, and services.

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Property Wire Awards 2018

Locale are thrilled to announce that we have been nominated for the ‘PropTech Company of the Year’ in the Property Wire Awards 2018!

The Property Wire Awards give recognition to companies embracing changes in the property industry, not just coming to grips with innovation and transition, but also making the future in terms of pushing the boundaries in a professional manner. It is a chance for individuals and businesses to shine, to show off what they are doing and to be acknowledged for their achievements in the industry.

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Locale joins the RICS Tech Affiliate Program

Locale is excited to announce that we have joined the RICS Tech Affiliate Program (TAP).

RICS created the program in order to increase awareness and the adoption of technology within Real Estate and the Built Environment. The Royal Institute of Chartered Surveyors (RICS) are a global professional body, promoting and enforcing the highest international standard in the valuation, management and development of land, real estate, construction and infrastructure.

We are extremely proud to be a member of this world-renowned body.

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MIPIM 2018

Locale is pleased to announce that we will be attending MIPIM in Cannes, France from the 13th to the 16th of March 2018.

MIPIM, the premier real estate event, gathers the most influential players from all sectors of the international property industry for four days of networking, learning and transaction through premium events, conferences and dedicated exhibition zones. You can visit their website to find out more about the event itself.

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BUILD Facilities Management Awards 2017

The judges have made their final decisions for this year’s Facilities Management Awards hosted by BUILD Magazine, and we are delighted to announce that Locale has been successful for the second year in a row, winning Best FM Solutions Specialists – South England.

When asked by the judges why he believes that Locale is the best possible option for clients, Guy Windsor Lewis, CEO and Founder commented:

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London Planning Awards 2018

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The London Planning Awards have been recognising and rewarding various elements of planning in the capital since 2003, ranging from The Best Place to Work to The Mayor’s Award for Innovation in Planning. The final award of the night, The Mayor’s Award for Planning Excellence, is chosen from the evening’s winners.

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Locale Featured in SME News

We’re excited to share that Locale has been featured in SME News, following our ‘Best Property Management Software Provider 2017’ win.

Click here to read the SME News article, and click here to read our own article on the award.

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