The 2021 case study reports that Alps' general managers were using GuestEQ within 24 hours of one training session, and that GuestEQ was operating at three properties at the time.
Reported in the 2021 case study, which was based on an interview with VP of Operations Darren Queen.
Original customer interview and results documented in 2021.
Alps Group of Hotels: Family-owned hotel development and management company, four properties at the time of the study.
The case study describes Alps Group of Hotels as a family-owned hotel development and management company based in San Diego, California, with four properties at the time.
After several years of focusing on development and relying on third-party management teams, Alps was bringing management back in-house. It hired Darren Queen as VP of Operations to lead the change.
Work orders were on paper and departments coordinated by walkie-talkie: the setup where the front desk and housekeeping are left wondering what the other is doing, and requests can get lost in the paper system.
Queen found employees who were tired and not getting the right level of support, during a staffing shortage that made deadlines and longer-term projects hard to track alongside the day-to-day.
Queen wanted accountability for issues and a way to close the loop quickly on guest requests and complaints.
Alps' management division was new, and leadership needed a picture of how each hotel was operating without being on site.
As described at the time of the study. GuestEQ's features may differ today.
Staff logged in on hotel tablets or their own phones and checked a shared feed for the latest updates, replacing paper work orders and radio traffic.
Checklists connected departments to the work orders they shared, so each item had an owner and a record.
Guests could text the hotel, and work orders could be created by staff or directly from a guest text, with a push notification to the staff member's phone.
Managers used GuestEQ to send updates to staff. Queen planned to use tasks for longer-term work such as preventive maintenance and housekeeping deep cleans.
General managers were using GuestEQ within 24 hours of one training session.
Reported in the 2021 case study, which was based on an interview with VP of Operations Darren Queen.
GuestEQ was running at three of Alps' four properties, with plans at the time to extend it to the rest of the portfolio.
Reported in the 2021 case study; deployment at the time of the study.
Queen described more oversight and accountability, less time spent chasing people down, and faster closure of guest requests and complaints.
According to Darren Queen, in his 2021 interview.
Queen used GuestEQ to review activity at every property remotely, spot trends or complaints, and assign follow-up to the general manager.
According to Darren Queen, in his 2021 interview.
“Just deploying GuestEQ, we know these common problems are solved. You know nothing's going to get lost like it does in a paper system, and you have that accountability piece so that we can close the loop on the issues.”
“Now I can block off some time each day and get caught up on what's been happening at every single property. It's been a great way to identify trends or complaints, and then I can directly task that GM to look into it.”
Department tasks, checklists, and work orders with owners.
Shared feeds, pass-along notes, and team chat.
Visibility across several hotels from above property.
How the modules fit together.
Show us the workflows that still run on paper, radio calls, or scattered messages at your hotels, and we will show the equivalent in GuestEQ.
2021 case study
Owned by Reneson Hotels at the time of the 2021 study.
2021 case study
Listed in Reneson Hotels' portfolio as of September 13, 2026. The original 2021 case study does not name the management company.