A recent case study gives an in-depth look at text messaging’s unique ability to impact extended stay hotels from day-to-day operations to long-term guest satisfaction.
The extended stay space is one of the fastest growing hotel segments in the hospitality industry, while also being one of the closest competitors to long-term stay alternatives like Airbnb. With this in mind, it is more crucial than ever for these hotels to keep guests satisfied with a consistent experience and superior customer service. More and more properties are turning to digital messaging to deliver outstanding customer service and provide an additional channel for guests to make requests, voice feedback, and stay in communication with hotel staff for anything they need, both on and offsite. To evaluate how Kipsu is improving the guest experience for extended stay properties, we conducted a case study to analyze the main challenges extended stay properties face, direct impacts on TripAdvisor scores, and other added benefits the property experienced after introducing Kipsu.
Some of the major challenges extended stay properties report include not receiving guest feedback until they depart the property and the growing number of digital check-in options, which limits the interaction and touch points hotel staff have with guests. With guests staying onsite for a long period of time, hotel managers are eager for feedback, but have hard time capturing it.
In this case study, readers can explore how a single property overcame these challenges and achieved their principal objectives after implementing Kipsu. On top of that, readers can expect to find:
- How over 2,100 guest conversations (back-and-forth exchanges) were facilitated in just a few months
- Insight into how TripAdvisor’s algorithm works
- How the Hampton Inn & Suites Manteca jumped from a 4.21 to a 4.88 on TripAdvisor in the first six months of implementing Kipsu
Learn how the Hampton Inn & Suites Manteca was able to extend its service network beyond the front desk and phone calls, and improve guest satisfaction by incorporating text messaging into their service model.
Curious about the impacts Kipsu may have for your property? Feel free to reach out to firstname.lastname@example.org. We are happy to have a conversation!