How Messaging Feedback Builds Loyalty for Resorts: From the Guest’s Perspective

How exactly does messaging feedback work, and why is it so effective in enhancing customer satisfaction at resorts? Let’s take a look from the guest’s point of view.


Sonja Swanson


February 12, 2024

In today's digital age, communication has only become more instantaneous and convenient than ever. And in the realm of hospitality, this shift has brought about a transformative change in how resorts interact with their guests and garner valuable insight.

At its core, messaging feedback allows guests to communicate their thoughts, concerns, and preferences in real-time, directly through their smartphones or tablets. Gone are the days of forgettable survey forms or waiting in line at the front desk to voice an opinion – with digital messaging, the power to shape a guest’s experience lies right at your fingertips.

So, how exactly does messaging feedback work, and why is it so effective in enhancing customer satisfaction at resorts? Let’s take a look from the guest’s point of view.

Creating an Immediate Communication Channel

Imagine you are a guest, and you've just checked into your room at a stunning beachfront resort. Within minutes, you receive a message from the front desk asking if everything meets your expectations. With just a few taps on your smartphone, you can provide valuable feedback on your room, amenities, or any concerns you may have – all without having to leave your room.

This level of responsiveness not only resolves any immediate concerns but also demonstrates your resort's commitment to providing top-notch service and ensuring guest satisfaction. Whether it's adjusting room temperature, providing extra amenities, or addressing any maintenance issues, digital messaging ensures that guests' needs are met efficiently and effectively.

Building Trust and Loyalty Through Personalization

Upon returning to your room after a long day of sightseeing, you receive a message from the concierge recommending onsite restaurants or attractions based on your interests, and asking if they can make a reservation on your behalf. This seamless and personalized communication sets the tone for a truly memorable stay. Instead of feeling like just another guest, you're treated as a valued individual whose needs and preferences matter.

The benefits of digital messaging extend beyond just addressing immediate concerns. By fostering open communication throughout the guest's stay, resorts can build meaningful relationships with their guests and create personalized experiences that leave a lasting impression. And herein lies the true power of digital messaging: its ability to foster loyalty and encourage repeat stays. When guests feel heard, valued, and appreciated throughout their stay, they're more likely to return in the future and even recommend the hotel or resort to friends and family.

Responding to Feedback as a Long-Term Investment

Now imagine returning to the same resort a year later, only to find that they've implemented your suggestions for a more sustainable dining menu or added new wellness amenities based on guest feedback. It's this dedication to listening and responding to guest needs that fosters loyalty and keeps guests coming back time and time again.

One of the most significant benefits of messaging feedback is its ability to drive continuous improvement and innovation. Messaging feedback allows resorts to gather valuable insights into guest preferences, trends, and areas for improvement. By analyzing the data collected from digital interactions, hotels can identify areas for improvement, tailor their offerings to better meet guest needs, and ultimately, stay ahead of the competition. 

Instead of resting on their laurels, resorts that actively solicit and act upon guest feedback are constantly striving to raise the bar and exceed guest expectations.

As you can see from the guest’s perspective, digital messaging is an invaluable tool to feel they are getting the luxurious experience they deserve. But for the resort, it’s not just a luxury – it's a strategic resource for resorts looking to differentiate themselves in a competitive market and deliver an unparalleled guest experience. By embracing digital communication channels and prioritizing guest feedback, resorts can create truly unforgettable experiences that keep guests coming back for more.

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