[Event Report] Exploring Guest Happiness Together: Highlights from LIVELY Meetup Vol.3
(This article was written by an external contributor who joined the event firsthand.)
LIVELY HOTELS is one of Japan’s leading lifestyle hotel brands—more than just a place to stay, it’s a space where guests can “update themselves” through unique experiences.
The Explore LIVELY Meetup series was created to deepen the connection between LIVELY HOTELS and its guests. The third edition took place at HOTEL GRAPHY SHIBUYA, the newest member of the collection, which opened its doors in 2024.
This time, in a roundtable style, guests and staff talked together about hotel experiences that reflect the essence of LIVELY HOTELS.
The event was held in mid-August. Despite the sweltering heat where you start sweating just by standing outside, guests who came to the venue were welcomed with seasonal finger foods and a choice of drinks.
The drink menu included alcoholic and non-alcoholic options actually served at LIVELY HOTELS.
Among them, the LIVELY HOTELS original craft beer “Highly Lively IPA,” created with the excitement of travel in mind and featuring a fruity citrus aroma, and HOTEL GRAPHY SHIBUYA’s special lemon sour with freshly squeezed whole lemons, usually served at the daily Free Beer Time, were especially popular.
Finger foods also highlighted the season, such as dishes using summer fruit watermelon.
When all the guests had gathered, Joji Sakamoto from LIVELY HOTELS PR gave a greeting.
“This is the third time we are holding our fan meeting ‘Explore LIVELY Meetup,’ with the theme of ‘LIVELY HOTELS past, present, and future.’ The first event was a talk introducing the origins of the brand, the second was a workshop creating stay plans, and for the third today, we’d like to talk with you about the future of LIVELY HOTELS together.”
With the intention of the event shared, the program officially began!
LIVELY CLUB: A Communication Platform Connecting Guests and Hotel Staff
First, Reina Ishida from the PR team introduced the brand concept of LIVELY HOTELS and the membership service, LIVELY CLUB.
Our hotels are based on the concept of being “a place to update yourself,” and at our twelve properties nationwide we provide experiences that you cannot get at other functional hotels.
Although each LIVELY HOTEL has a different concept, using the membership service LIVELY CLUB allows you to receive consistent services no matter where you stay. The more you stay, the more personalized the experience becomes. It is a platform designed to make your hotel stay more comfortable.
Some of the benefits of LIVELY CLUB include:
- Mobile check-in that reduces the time needed by up to 80%
- Ability to request room items in advance of your stay
- Item rentals based on your past stay history
- Ability to link reservations made through other sites to your My Page
- Special perks during your birthday month
Guests who were already members were surprised, saying, “I didn’t know I could link my reservation information! It was inconvenient not knowing my past stay history, so I want to start using this right away,” and, “If I can reserve rental items when I book the hotel, it would help reduce my luggage!”
Guest and Staff Interaction: Room Tours Deepening the “Hotel-Only” Experience
After understanding the convenience of LIVELY CLUB, guests went on a room tour.
HOTEL GRAPHY SHIBUYA was built on the site of the old elevated Tokyu Toyoko Line tracks, and the interior design expresses the “transitions of the Shibuya cityscape.”
On the guest room floors, panels with photos showing the passage of time are embedded into the walls, while the lighting mimics train rails, among other details. Guests listened with interest as staff explained these design motifs.
There was surprise when they learned that the unique long shape of the building was used cleverly, with wallpaper patterns designed to trick the eye into balancing the space.
HOTEL GRAPHY SHIBUYA is a “hostel hotel,” offering not only regular rooms but also dormitory-style rooms. There are three types of compact yet functional rooms.
During the dormitory room tour, a guest commented, “It’s great that there’s a refrigerator inside the room, not just in the common area. It’s nice to have everything in one place,” reflecting the perspective of frequent travelers.
After the guest rooms, participants visited the rooftop lounge and terrace. For LIVELY HOTELS, creative lounge spaces are an important part of the hotel experience. Stories unique to HOTEL GRAPHY SHIBUYA were also shared.
“More than half of our guests here are international travelers, so interaction with staff is very active. Sometimes, a chat at the front desk leads to playing billiards together in the shared lounge.”
Guests responded with comments like, “That’s such a wonderful kind of travel encounter!”
Another story was about the capsule toy machine near the front desk shop corner. It wasn’t there when the hotel first opened but was suggested by staff to create excitement, like drawing a fortune slip.
There was even a story about a group of international students who enjoyed it enthusiastically, showing a glimpse of real hotel life.
“What Services Would Make You Happy?” An Honest Roundtable from the Guest Perspective
After the room tour, it was time for the roundtable discussion. The theme was “Thinking about services guests would be happy to have.” Guests filled out a “values chart” prepared for the event and shared their answers.
The chart included six categories—efficiency, lightness, customization, recommendation, special experiences, and interaction/encounters—rated on a six-point scale. Guests visualized what they value most when staying at a hotel.
As they organized their own values and compared them with others, moments of surprise and empathy arose.
Guests who travel frequently within Japan emphasized the importance of efficiency and traveling light. One shared, “It’s inconvenient to carry too much luggage, so I’d love it if hotels let me borrow what I need locally.” Comments like this highlighted how much value guests place on a smooth, stress-free hotel experience.
This naturally led to another point: “Waiting in line after arriving at the hotel is such a waste of time. LIVELY HOTELS’ pre-check-in is great because it gets rid of that hassle.” Staff listened carefully, taking note of how much guests appreciated time-saving features.
Members of LIVELY CLUB also voiced unique opinions. Instead of generic discounts, one suggested, “I’d be happier with perks that recognize me for staying multiple times—something that feels personal and just for me.” Ideas like this sparked inspiration for services that go beyond price, focusing instead on building deeper connections with repeat guests.
Even a lighthearted remark—“My birthday is at the end of the month, so I wish birthday perks could be available throughout the whole birthday month”—sparked a lively discussion that could shape future service improvements.
The staff were clearly impressed by these fresh perspectives. What started as simple conversations became a collaborative step toward creating future hotel experiences together.
To wrap things up, everyone gathered for a commemorative photo. Guests left with smiles, telling the staff, “I got to see things from a new perspective as a guest. It was fun!” The event not only generated insights for LIVELY HOTELS but also created meaningful exchanges between guests and staff.
The “Explore LIVELY Meetup” series has created new ways to connect with guests. For everyone who has joined so far, it has likely been a chance to feel closer to LIVELY HOTELS.
LIVELY HOTELS will continue to grow the brand together with guests under the theme of co-creation.
Written by Saori Hoshida