Hotels can make or break a vacation experience, and the quality of service is often the deciding factor. From the moment guests arrive, they expect a high level of attention and care. That's why Marriott hotels are turning to guest messaging to provide the personalized and attentive service that modern travelers crave. When hotels use guest messaging, they see improvements in their survey scores and overall guest satisfaction.

A recent case study found Marriott properties using Kipsu Engage saw an average improvement of 10.5% in their Guest Satisfaction Scores. From a subbrand standpoint, Courtyard has also seen quantitative improvements in its operational and brand survey scores. Kipsu’s guest messaging has had a 95% approval rating among Courtyard guests. So how does guest messaging impact key metrics? Let’s take a closer look.

Arrival:

At arrival, sending the guest a text message to ensure their room meets expectations is a great way to set the tone for their experience. If there is something in their room that they aren’t satisfied with, they have your text they can immediately reply to, rather than having to make a trip back down to the front desk. This can save both you and your guest time and energy to fix any initial issues. And if there is nothing wrong with their room, great! Now they know they can reach out via text throughout their stay, and feel confident that you will be attentive to their needs. 

Service:

Throughout their stay, service is key to customer loyalty. As previously mentioned, they have the initial arrival text, and they can reply to that text for your service. Need restaurant recommendations? They can send you a text. Ran out of clean towels? They can send you a text. Answering simple questions through a simple means of communication makes high-quality service feel easily accessible to your guests. 

Recommendation:

When you receive exceptional service throughout your stay, you are more likely to recommend a hotel to others. This is why guest messaging is so important. Keeping that quick, accessible communication between guests and staff provides a boost in service, leading to a boost in recommendations. You can even increase your ITR scores by personalizing the messages you send to your guests and making them feel welcome in your hotel.

By leveraging guest messaging technology, Marriott hotels are communicating with guests in a way that is convenient, efficient, and effective. This technology has a direct, positive impact on their scores. Interested in learning more? Check out our information on Marriott’s quick ROI from using Kipsu, or schedule a conversation with our team and learn more about Kipsu’s solutions today!

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