General Manager and Kipsu pro, Licia Keller, helped us learn the secret sauce that keeps this limited service hotel delivering incredible guest experiences and receiving rockstar ratings. Licia wrote that the key to impressing guests is “responding quickly, efficiently, and professionally.”
The numbers confirm the value that LQ Hollister is receiving from Kipsu. Since launching the service in September 2016, LQ Hollister has improved their brand survey scores by 4.3%, including a whopping 7.3% boost in ratings for Staff Friendliness/Helpfulness.
Those gains don’t stop with the brand survey– they translate directly onto TripAdvisor, too. In that same period, LQ Hollister boosted their average TripAdvisor score by 0.15.
Contrary to the stereotype of limited service guests looking for nothing more than a place to sleep, LQ Hollister’s guests take advantage of the Kipsu platform and sing its praises online. In fact, guests have praised the texting service in a whole 17% of TripAdvisor reviews since introducing the Kipsu service. Beyond Kipsu collecting praise in one in every six TripAdvisor reviews, Licia knows from operating the program that the service truly delights guests. Ultimately, the real reason for their success with Kipsu can be summed up in three of her words: “Guests love it!”