How Vintage Hotels drives guest engagement with Ivy, Revinate’s text messaging solution

The brand

Vintage Hotels, owned by Lais Resort Qualities Restricted (LHPL), is a assortment of luxurious inns in Southern Ontario, Canada. Located in the coronary heart of wine country in the Niagara-on-the-Lake location, each individual of Classic Hotel’s homes gives visitors a unique and individualized working experience. By operating with local farmers, vintners, and artists, Vintage Lodges has crafted an unparalleled expertise for attendees showcasing world-course spas, fantastic dining, and great wine.

The obstacle

The executive group at LHPL was on the lookout to reach 3 important aims when they commenced seeking for a mobile visitor engagement system. Very first, they desired to enhance their visitor satisfaction — they realized that a lot more engagement with company would support. Next, they desired to make certain that any issues attendees experienced for the duration of their stays have been surfaced to staff members and fixed even though the visitors were nonetheless on residence. And 3rd, they desired a way to generate outlet earnings from on-house guests.

The solution

Soon after an in-depth overview of feasible methods, Classic Accommodations chosen Revinate Ivy.

“Implementing Ivy will give our guests a issue-of-get in touch with at any point during their keep, no subject the hour or locale,” suggests Bob Jackson, Chief Govt Officer of LHPL. “This will even more enhance our guests’ fulfillment and absolutely free up our employees to develop much more significant guest connections and experiences.”

A month just before the pandemic hit, Vintage Accommodations rolled out Ivy®, the award-profitable text messaging resolution. Using a hub-and-spoke approach, the corporate group set up the critical campaigns and responses but also experienced the front place of work crew at every single of the motels to react and have interaction with attendees.

Ivy mechanically reaches out to friends next test-in to give assistance and solution thoughts about shops and products and services. And Ivy reaches out again 30 minutes later with a entertaining information encouraging company to choose benefit of the Monet-impressed eco-friendly area, which is perfect for selfies or “Santa-spotting” in the winter season. And at the finish of the keep, Ivy reaches out for opinions and encourages guests to go away a evaluate with Tripadvisor. Furthermore, Ivy has been utilized for advert hoc cases, these types of as when the electrical power went out at a assets and employees preferred to preserve friends knowledgeable about the predicament.

The outcomes

There is no question that Classic Resorts acquired fortunate with acquiring Ivy in position subsequent the pandemic. When desire returned but resort personnel was nevertheless minimal, Ivy was there to ensure visitors experienced an easy way to get all the information they required for a good stay, together with outlet several hours, details of interest, and extra. Ivy also permits guests to conveniently decide out of stayover cleaning, letting resources to be directed in which they are essential and permitting company to personalize their stay.

“In the days of people today becoming reliant on their cell devices [. . .] it is normal and consumer friendly for visitors to use Ivy alternatively of buying up the telephone,” notes Kelly Exelby, Normal Supervisor of Prince of Wales. “A crucial component to Ivy’s achievement at our resorts is that, despite the messages remaining predominantly automatic, our friends really feel like they are chatting to somebody instantly. And so, the experience with Ivy is really customized. This can be found in our visitor gratification surveys, which generally spotlight and thank Ivy for giving ‘exceptional assistance.’”

Last but not least, mainly because Ivy reminds visitors about the shops and solutions guests’ questions in true time, outlet revenue is rising.

Today, for the reason that so a lot guest engagement is routed through Ivy, the phones at the entrance desk are a lot quieter. This lets staff to interact in greater excellent discussions during face-to-confront interactions. Most effective of all, it’s very clear that Ivy is possessing an impression on guest sentiment as ‘she’ is stated by name in guest critiques and scores have amplified demonstrably adhering to the roll-out of Ivy.