Orlando Hotel Boosts Guest Satisfaction Through Digital Messaging

Learn how the Staybridge Suites Orlando Lake Buena Vista uses texting to provide quick and effective service recovery.

Located only a mile and a half away from the Disney parks, the Staybridge Suites Orlando Lake Buena Vista is at 98% occupancy year round. The Staybridge Orlando LBV has apartment-style accommodations in the heart of Orlando, complete with kitchens and guest suites. Outside of the rooms, guests can enjoy the hotel’s arcade, pool and hot tub, free happy hour, breakfast buffet, and even laundry. Ensuring that guests’ needs are met is one of the hotel’s top priorities and its success is shown by the high levels of satisfaction from their repeat domestic and international guests.

The Staybridge Suites Orlando Lake Buena Vista has been using Kipsu as a tool to provide better service for almost five years. Kipsu interviewed, Diana Choy, Operations Manager, who recently joined the property, so we were able to get a fresh look on how the tool has improved guests’ experiences.

Diana notes, “If there’s something we can do about it, we do it.” Receiving text messages at the convenience of guests, allows Staybridge Orlando LBV to ensure each guest’s stay is above their expectations. For example, Diana mentioned how if a guest has hotel questions or issues with maintenance, they can easily text staff about their worry. This allows her team to solve problems efficiently while also making the guest is comfortable.

Instead of having to confront staff in person, guests’ can easily communicate through a channel that is a secure and safe space for them. “We can resolve the problem during the stay and not have a guest write a bad review because they didn’t inform the front desk."

Expert solution finding and top notch service recovery is one of the main reasons for the Staybridge Orlando LBV’s extremely high TripAdvisor scores and Kipsu is proud to be a part of that success. We enjoyed getting to learn about Diana’s first impressions on Kipsu and how it’s improved the team’s service recovery. Staybridge Suites Orlando Lake Buena Vista has been a long time partner of Kipsu and we’re excited for many more years to come.

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