Relay Drives Occupancy and ROI at Residence Inn LAX
Meet Wally — the robot that pushed the hotel to №1 in RevPAR and made guests choose their hotel just to meet him.
About
Residence Inn by Marriott LAX
A modern 231-room extended-stay hotel steps from Los Angeles International Airport, the Residence Inn LAX offers full kitchens, one- and two-bedroom suites, complimentary hot breakfast, and a 24-hour LAX shuttle. Following a full renovation in 2016, ownership set out to make it not just the most comfortable — but the most technologically advanced hotel near the airport.
Challenge
A renovated hotel that wanted to go further
After a complete relaunch in summer 2016, the Residence Inn LAX had new rooms and state-of-the-art amenities. But the owners wanted more than comfort — they wanted a technology edge. Night deliveries were a particular pain point, with overnight staff too lean to handle guest requests without asking people to come to the front desk themselves.
Solution
Wally — a robot built for round-the-clock hospitality
Deployed as a fully-managed RaaS in September 2016, Wally was operational within days and staff learned to use him in minutes. He handles sundries, snacks, drinks, Starbucks orders, birthday balloons, and even ice cream — any time of day or night. The night auditor sends him upstairs solo, giving both guests and staff peace of mind around the clock.
№1
in RevPAR in its competitive set
$1,7k
avg. incremental revenue per month
0.5%+
increase in RevPAR attributed to Wally
<4
min average delivery time
500
miles traveled
Testimonial
"The RevPAR and occupancy numbers prove Relay is a success — but there's something even more important to me, and that's the delight he brings to our guests. You can't count every smile, but if you could, that metric would be off the charts."
— Tom Beedon, Former General Manager, Residence Inn by Marriott LAX
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