To members of the press
ESTAY Inc.
A guest service that respects each property's distinctive atmosphere and naturally connects guests' everyday requests during their stay
ESTAY Inc. (Head Office: Chuo-ku, Tokyo; Representative Director: Takehiro Komatsu; hereinafter “ESTAY”) released the alpha version of “ESTAY,” a guest service for hotels and ryokans, in July 2026. The company is now recruiting hotels, ryokans, and independent lodging properties to participate in pilot programs in real hospitality environments.
ESTAY is a guest service accessed through a QR code printed on a card provided at check-in. Using their own smartphones, guests can view property information, chat with the hotel, and order meals, amenities, and other items. The service consists of “ESTAY for Guest” for guests and “ESTAY for Portal,” a management interface for property staff. ESTAY for Guest requires no dedicated app download. With ESTAY for Portal, staff can use a tablet or computer to review inquiries, requests, and orders from guests and provide the appropriate guidance or response. The service is designed to blend naturally with each property's distinctive atmosphere and service standards. Our goal is to create an experience in which digital technology does not draw undue attention to itself or disrupt the consistency of the space, service, and language.
Background
During a stay, guests often have small requests, such as ordering an amenity or meal, learning what they can enjoy within the property, or asking for help with an issue. Yet when each request requires a phone call or a visit to the front desk, some guests may decide not to ask precisely because the matter feels minor.
Hospitality teams receive requests through phone calls, the front desk, and many other touchpoints, then share them among staff and connect them to the appropriate response. Even during busy periods, properties want to preserve attentive service for every guest while making communication and operations smoother. ESTAY was conceived to connect these needs naturally.
For luxury hotels and ryokans in particular, a consistent world encompassing the beauty of the space, the language used, and the care of the service shapes the value of the stay. ESTAY is not intended to replace hospitality delivered by phone or in person. Instead, it expands the ways in which guests can communicate their needs while preserving the property's character and warmth.
Key Features of ESTAY
- Designed to complement each property: Photos, information, menus, and tone can be tailored to each property, creating a natural touchpoint even within a luxury stay.
- ESTAY for Guest: Guests can begin using the service immediately by scanning the QR code on a card provided at check-in. No dedicated app download is required.
- Information, consultation, and ordering in one flow: Guests can view property information, chat with staff, and order meals or amenities smoothly from their smartphones.
- ESTAY for Portal: Property staff can manage chat, service menus, property information, and check-in and check-out related operations from a tablet or computer.
- Start small: ESTAY does not require PMS integration or a large-scale systems overhaul. Properties can begin with selected rooms or menu items, with simple operation that reduces the staff learning burden.
How It Works
- Provide the guest with a QR code card at check-in
- The guest accesses ESTAY for Guest
- Property staff review and respond through ESTAY for Portal
- The guest receives updates on replies, response status, and completion
Recruitment of Alpha Pilot Partners
ESTAY will design the scope of each pilot individually to reflect the property's service policies and on-site operations. Feedback from guests and staff will be reviewed carefully and reflected promptly in improvements to both the product and its operating model.
- Eligible properties
- Hotels, ryokans, and independent lodging properties; region, property size, and pilot scope will be discussed individually
- Key measures
- Guest adoption, ease of requesting, satisfaction, property response time, order rate, operational workload, staff usability, and ease of adoption
- Pilot support
- QR card placement, initial setup of guest and property interfaces, staff guidance, impact measurement, surveys, and interviews
- Schedule and cost
- Proposed individually according to the objectives and scope of each pilot
For consultations and inquiries, please contact info@estay.co.jp.
Next Steps
The alpha version will begin testing as a guest service that provides property information, chat, and ordering through a QR code. ESTAY will use response data and feedback from each stay to support service improvements at individual properties. Looking ahead, we also plan to explore connections with tourism and experience providers and external services as ESTAY develops into a platform supporting the broader stay experience.
In addition to hospitality properties interested in pilot programs, ESTAY is seeking collaboration with tourism and experience providers and systems integration partners.
Comment from the Representative Director
“While people want to step away from everyday life when they travel, we also believe a stay should feel as natural and comfortable as being at home. That small wish was the starting point for ESTAY. Our goal is not to replace hospitality with digital technology. We want digital tools to work quietly only when needed and blend naturally even into a luxury stay. While protecting each property's distinctive atmosphere and hospitality, we will create a touchpoint through which guests can communicate with confidence.”
Takehiro Komatsu, President and Representative Director, ESTAY Inc.
Company Overview
- Company
- ESTAY Inc.
- Representative
- Takehiro Komatsu, Representative Director
- Established
- July 22, 2024
- Location
- N&E Building 7F, 1-12-4 Ginza, Chuo-ku, Tokyo
- Business
- Software development and IT environment support for tourism and hospitality
Media Contact
ESTAY Inc.
info@estay.co.jp
The service information in this press release includes development plans as of the announcement date and may be subject to change.