Running serviced accommodation at scale comes with a familiar challenge: how do you give every guest the information they need, exactly when they need it, without overwhelming your team with admin?
For Citystay Living, Cambridge’s largest provider of serviced accommodation and serviced apartments, the answer was Guidey, a modern digital guidebook system built specifically for UK operators.
Here’s how they transformed guest communication, reduced inbound queries and created a smoother stay experience across their growing portfolio.
Meet Citystay Living
Citystay Living provides fully flexible short-, medium- and long-term serviced accommodation in Cambridge. With a diverse portfolio of serviced apartments catering to corporate travellers, relocating professionals and leisure guests, operational efficiency and consistency are critical.
As Office & Systems Manager, Sami is responsible for improving internal systems, managing IT platforms and ensuring the business scales smoothly without adding unnecessary friction for staff or guests.
The Challenge: Centralising Guest Information Without Hardware Hassle
Before adopting Guidey, Citystay Living needed a better way to share essential property information with guests.
“We needed a digital guidebook that could provide a single, easily accessible place where guests could find essential and useful information regarding their specific apartment.”
They had previously relied on a tablet-based digital guidebook system, but this introduced a new set of problems:
- Tablets becoming damaged or going missing
- Hardware becoming obsolete
- Ongoing maintenance and replacement costs
- A poor user experience for guests
For a professional serviced accommodation provider, this simply wasn’t sustainable.
What Citystay Living Looked for in a Digital Guidebook
When reviewing alternatives, Citystay Living had a clear set of requirements, all focused on simplicity, flexibility and guest experience.
Their key criteria were:
- An easy, intuitive interface for guests
- Simple content updates for the team
- A purely online solution with no hardware
- No app download required for guests
- Short, easy-to-use URLs for each apartment
Like many serviced apartment operators, they wanted technology that removed admin rather than creating more.
Why Guidey Stood Out
Guidey immediately ticked every box.
“Very simply, it fulfilled all of the above criteria and was much simpler and easier to use, both by guests and ourselves, than the other products.”
Unlike tablet-based systems, Guidey works entirely online. Guests access their apartment-specific digital guidebook instantly via QR code or short URL, with no app downloads, no logins, no friction.
For serviced accommodation providers, that ease of access is crucial.
Onboarding: Fast, Clear and Hassle-Free
The onboarding process was intentionally lightweight.
“The onboarding experience was simple, clearly explained and easy. We were up and running very quickly.”
Once Citystay Living supplied their content, the only remaining task was placing QR code posters inside apartments, allowing guests immediate access to their Guidey apps.
For busy serviced apartment operators, speed to launch matters.
How Citystay Living Uses Guidey Day-to-Day
Guests access their apartment’s Guidey page by:
- Scanning a QR code in the apartment
- Clicking a Url link in welcome messages
Their primary use case is appliance instructions, giving guests instant, self-serve answers without needing to contact Guest Services.
This is particularly valuable in serviced accommodation, where:
- Guests arrive at different times
- Properties vary in layout and appliances
- Support teams can’t be on hand 24/7
Guidey ensures information is always available, accurate and consistent.
The Results: Fewer Calls, Happier Guests
Since implementing Guidey, Citystay Living has seen a significant reduction in calls to their Guest Services team, particularly around appliance usage.
“We have seen a significant reduction in the number of calls from guests needing help using the appliances in their apartments.”
That means:
- Less pressure on staff
- Faster resolutions for guests
- A smoother, more professional guest experience
For serviced apartment providers, even a small reduction in inbound queries can translate into meaningful time and cost savings.
Each guide covers:
- Property-specific info (Wi-Fi, heating, appliances)
- Directions, parking and access
- Over 100 curated local recommendations: attractions, restaurants, walks, shops, and experiences
- Troubleshooting tips with embedded images, videos and pdfs
- Upsells and offers from local partners
See more customer testimonials here.
Value for Money
“Guidey is a great product at a very competitive price.”
For Citystay Living, Guidey delivers clear ROI by reducing admin, improving efficiency and enhancing the guest journey, without the ongoing costs associated with hardware-based solutions.
Advice for Other Serviced Accommodation Providers
Sami’s advice is practical and refreshingly honest:
“Configuring and using the product is very easy. Preparing your information properly before setup is a great opportunity to get organised.”
Key tips include:
- Create a central store for guest information
- Keep content accurate and easy to maintain
- Nominate an internal 'Guidey champion'
- Regularly review and improve your content
For serviced accommodation businesses looking to scale, this approach ensures Guidey continues delivering value long after launch.
Why Guidey Works for Serviced Accommodation and Serviced Apartments
Citystay Living’s experience highlights exactly why Guidey is trusted by UK serviced accommodation providers:
- No hardware
- No app downloads
- Apartment-specific content
- Easy guest access
- Reduced admin and fewer guest enquiries
Whether you manage a handful of serviced apartments or a large portfolio, Guidey helps you deliver a better guest experience, with less effort.
Looking for accommodation in Cambridge?
👉 Book now at citystayliving.com phone +44 (0) 1223 420920 or email reservations@citystayliving.com
Get Started with Guidey
Interested in seeing how Guidey could work for your serviced accommodation business?
Why not Book a call with our friendly team so we can collaborate on the best solution for you, or simply click here to start creating your Guidey™ digital guidebook today.
