Quest Apartment Hotels

Growth through partnership

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Quest Apartment Hotels has built a trusted reputation for delivering exceptional serviced accommodation, valued by business and leisure travellers alike for its consistency, comfort, and franchise-led model. With a growing network and strong brand loyalty, Quest was ready to further improve that same high standard of experience in the digital space.

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At the time, Quest was managing its online bookings through a third-party system and while functional, it limited control, slowed down performance, and created friction for both guests and franchisees. Content was hard to manage, the mobile experience lagged behind, and data was scattered across platforms. This made it difficult to optimise performance or personalise engaging experiences for guests.

Quest saw the opportunity for transformation, replacing complexity with clarity, disconnection with empowerment, and static systems with a platform built to adapt and grow with their guests needs.

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Identifying Where the Real Opportunities Were

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At the core of Quest’s challenge was a disconnectbetween its brand promise and its digital delivery. Guests expected a seamless,mobile-first experience, but encountered delays, friction, and limitedtransparency. Meanwhile, franchisees were struggling with a lack of controlover local content, limiting their ability to highlight their connection tolocal communities, visibility and performance.

The systems in place weren’t just outdated—they weremisaligned with Quest’s operational model and service philosophy.

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Together, we identified the opportunity not simply tofix the platform, but to reimagine it as a human-centred, data-drivenecosystem. One that could empower people on both sides of the experience: theguests booking a stay, and the franchisees creating exceptional experiences.

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Our Collaborative Approach

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We began by listening, closely. Through workshops, behavioural analysis, stakeholder interviews, and real-time user tracking, we immersed ourselves in the day-to-day realities of both guests and franchisees.

This wasn’t a linear delivery—it was a co-designed transformation.

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Rather than replacing one system with another, we worked collaboratively to architect a fully integrated platform: one that could serve as the digital backbone of Quest’s future underpinned by strong data foundations. This meant questioning assumptions, simplifying journeys, and building tools that felt natural in the hands of users.

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Embedding Human-Centred Design

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Every decision throughout the project was grounded in a simple guiding question: “Does this make it easier, faster, and more meaningful for real people to use?”

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From reducing load times to clarifying pricing, from designing mobile-first flows to enabling hyper-local content control, we centred the experience on the humans who needed it to work—without compromise.

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Guest behaviours shaped booking logic. Franchisee feedback shaped CMS functionality. Together, these insights helped shape QuestNexus—a new, fully custom digital booking platform designed to reflect the brand’s unique values through a high-performance experience.

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Creating a True Partnership

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We embedded deeply with Quest’s internal teams across digital, marketing, and operations, forming a single, collaborative team that iterated constantly, and delivered progressively.

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Our partnership included:

• On-site co-design workshops with executives and frontline teams
• User journey testing using Hotjar, Google Analytics, and direct feedback
• Live A/B and multivariate testing for continuous UX optimisation
• Shared design systems and agile delivery rhythms to stay aligned and responsive

It was a true partnership built on trust, co-ownership, and shared commitment to meaningful change.

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Agile and Scalable Delivery

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The transformation was delivered across key areas, each unlocking value while laying the groundwork for future innovation:

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1. Inventory and Performance Optimisation
   Reduced average load time by 12 seconds, significantly improving usability and conversion.
2. Franchisee Empowerment
   Delivered a decentralised CMS and local SEO tools, enabling property-level content control and visibility.
3. Secure, Scalable Integration
   Introduced new payment gateways, inventory logic, and merchandising features, paving the way for dynamic pricing and personalisation.

The result was a modular, scalable platform with built-in analytics and optimisation loops, ready to evolve alongside Quest’s business strategy.

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The Lasting Transformation

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Immediate and Powerful Results

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• 26% increase in total booking revenue
• 25% uplift in conversion rates
• 46% growth in mobile bookings
• 12-second reduction in page load times
• Property-level SEO performance and local engagementimproved significantly

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Strategic and Cultural Growth

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Beyond the numbers, the shift was cultural. Quest now operates on a digital foundation that reflects its organisational values and its brand promise.

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Franchisees feel more empowered. Teams make decisions backed by real-time data. And most importantly guests experience clearer pricing, faster booking, and greater confidence.

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And critically, Quest’s leadership now sees digital as a core lever for differentiation, efficiency, and growth.

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“We’ve taken control of our digital destiny. Our platform now works as hard as we do to deliver great guest experiences.”

— Quest Stakeholder

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A Lasting Partnership for Ongoing Success

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This isn’t just a case study about a new platform but a story of transformation from the inside out. A reimagining of how digital infrastructure can empower people, elevate experience, and unlock long-term growth.

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With the foundation in place, our partnership with Quest continues with a focus on AI-driven personalisation, mobile-first strategy, and expanding the intelligent systems that will power the future of serviced accommodation.

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