Phunware urges hotels to ‘earn attention, not patience’ with intelligent guest engagement
Published: 14:38 15 Oct 2025 EDT
Hospitality technology firm Phunware Inc (NASDAQ:PHUN) has released a whitepaper encouraging hotels and resorts to rethink their digital strategies, saying guest loyalty depends on intelligent, well-timed interactions rather than traditional marketing or static mobile apps.
In the report, titled “Earn Their Attention, Not Their Patience,” Phunware says hotels often treat apps like digital brochures instead of dynamic concierge tools that anticipate guest needs.
“Attention is the asset,” the company wrote. “In hospitality the most underpriced attention is not on a social feed. It is on site, on the phone that never leaves a guest’s hand.”
According to the paper, 82% of travelers believe an app would improve their stay, not just for booking, but also personalized, real-time assistance. Phunware cited data from STR suggesting that roughly 35% of guest spending occurs after check-in, translating into as much as $2.19 million in additional annual revenue for a 200-room property at 60% occupancy.
The company described a case study where a resort used location-based notifications to smooth the guest experience, sending quiet prompts about happy hour to poolside guests or indoor activities during rain. The changes led to fewer front desk calls, better service flow, and higher satisfaction scores.
Phunware noted that some hotels have struggled with digital engagement when mobile messaging felt intrusive. “The point is not to talk more,” the report said. “The point is to learn what they want, understand their stay, and help them create memories.”
As guest expectations rise and hotel teams grow leaner, Phunware said properties that act on data in real time will gain a competitive advantage.
“Earn more than their patience,” the report concludes. “Win their attention—and their loyalty, by meeting your guests in the moments that matter.”
Austin-based Phunware develops mobile engagement software for the hospitality, healthcare, and enterprise sectors.
