The Fairmont Mumbai is a five-star luxury hotel that combines timeless elegance with contemporary sophistication in the heart of India’s financial capital. Known for its exceptional hospitality, world class dining, and refined design, the property embodies Fairmont’s global legacy of creating unforgettable guest experiences.
With a strong focus on innovation and service excellence, Fairmont Mumbai offers a blend of business and leisure facilities, from luxurious accommodations and fine dining venues to cutting-edge meeting and event spaces. Whether welcoming international travelers or local guests, the hotel delivers the signature Fairmont experience, where grand tradition meets modern luxury.
Solution
In April 2025, Fairmont Mumbai took a big step in their digital transformation, implementing a range of Hudinis suite of solutions to redefine the guest experience. Hudini integrated with current systems to deliver a seamless digital guest experience.
PWA
(Progressive Web APP)
Hudini’s PWA puts the hotel in the guest’s pocket, enabling online check-ins, service requests, and room personalization from any device.
IPTV
IPTV transforms in-room engagement. Guests can now browse menus, place dining orders, and access hotel services directly from their in-room TV screens.
Staff Connect
Staff Connect equips hotel teams with real-time tools to manage guest requests efficiently. It also allows management to quickly get an overview of performance.
Hudini Chat
Hudini Chat enables AI-guided, empathetic guest communication across multiple channels. An efficient and seamless way to engage with guests.
Creating Meaningful Adoption
Fairmont Mumbai’s leadership recognised that true digital transformation starts from within. To drive meaningful adoption, they focused on three key pillars engaging guests, empowering staff, and aligning teams around a shared vision.
Engaging the guest in the right way
By implementing a range of Hudini’s suite of solutions, the team created seamless guest touchpoints, from online check-in to in-room dining via IPTV. Offering multiple, intuitive digital interactions makes guests more likely to engage with Hudinis digital solution.
Incentivize, motivate & train staff
Staff were central to the success seen. The leadership team ensured colleagues were part of the journey through training, incentives, and communication. Building confidence, motivation, and ownership.
Align teams for a consistent message
Transformation succeeds when leadership, marketing, and operations move in sync. Leadership drives the vision, operations ensure delivery, and marketing builds awareness. With this alignment, the property achieved a cohesive and lasting digital shift.
Progressive Web APP (PWA)
Putting the hotel inside of their guests pocket. Fairmont Mumbai was able to implement a web app that gave everything from a seamless online check-in to room personalization and service requests.
With great adoption rates seen, Fairmont Mumbai have streamlined their check in processes, saving hundreds of hours of man power that can be focused instead on enhancing guest experience, driving loyalty and increasing revenue.
Online Check-ins
In 6 months-
Since May 1st 2025
Man hours saved
(15min front desk time on AVG
vs 5min AVG on web app)
House Keeping Requests
Successfully fulfilled - on everything
from water bottles to lip balm
Decrease in response time to requests
Assisted digital check-ins completed
Increased Clarity
On performance for management & leadership
Staff Connect
Giving the staff a strong platform to work from can often have massive improvements in staff efficiency as well as quickly addressing key pinch points in existing processes. By adopting Hudini Staff Connect, Fairmont Mumbai gave their staff the tools that have seen some incredibly impressive results.
Decreasing response times leads to improved guest satisfaction. Analyzing performance more clearly allows managers to incentivize and reward contributions from their staff. Overall, Hudini’s Staff Connect is one of our most powerful tools in bringing meaningful change to a property.
Hudini Chat
Hudini Chat Hudini Chat allows guests to effortlessly communicate with staff from wherever they are. Whether its personalized room requests, services or booking a trip or a dinner reservation. Chat is another key avenue guests engage with and allows staff to respond to and address issues rapidly and efficiently.
Decreasing response times leads to improved guest satisfaction. Analyzing performance more clearly allows managers to incentivize and reward contributions from their staff. Overall Hudini’s Staff Connect is one of our most powerful tools in bringing meaningful change to a property.
8400+ Messages Sent
In 6 months since May 1st 2025
>3% Negative messages sent
Since May 1st 2025 - a new Hudini benchmark
Conversational Excellence
Though carefully designed scripts designed
for warmth and cultural nuance
IPTV
In room TV’s are one of the most frequently used pieces of technology in a hotel room. By adopting Hudini IPTV, Fairmont Mumbai allowed guests to do everything from cast their own devices, to place in room dining orders and access hotel services directly from their screens.
By adopting this extra upsell opportunity, the results speak for themselves. Giving your guests an easy opporunity to interact with a digital platform yields new revenue on often forgotten or underused upsell services like in room dining.
In room dining orders placed
In the 6 months since May 1st 2025 - a 650% increase on previous 6 months
In revenue on in room dining
In the 6 months since May 1st 2025 - a 643% increase on previous 6 months
“I’ve seen Hudini significantly enhance both operations and the guest experience. Digital check-in through the app and StaffConnect have streamlined processes, saving valuable time and driving true efficiency across our front office.
Our in-stay messaging empowers us to address requests proactively. Guests appreciate the seamless convenience, while my team values the clarity and control. Today, Hudini is integral to how we operate the hotel, smart, dependable, and always guest first.”
Rajeev Kapoor
General Manager,
Fairmont Mumbai
Conclusion
The success of Fairmont Mumbai’s transformation was driven by its commitment to staff adoption and training. Rather than relying solely on technology, the hotel invested in equipping its team with the knowledge, confidence, and tools needed to embrace digital innovation. Continuous training empowered employees to use new systems effectively, improving both efficiency and service consistency. This strong foundation of employee engagement and capability, alongside Hudini’s suite of digital tools, ultimately ensured that technology served as an enabler to redefine the guest experience at Fairmont Mumbai.
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