July 25, 2024


Full Of Eastern Travel

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

The manufacturer

Classic Accommodations, owned by Lais Hotel Attributes Minimal (LHPL), is a assortment of luxury hotels in Southern Ontario, Canada. Found in the heart of wine country in the Niagara-on-the-Lake location, every single of Vintage Hotel’s properties offers company a distinct and individualized experience. By working with area farmers, vintners, and artists, Vintage Lodges has crafted an unparalleled expertise for guests showcasing entire world-class spas, fine dining, and fantastic wine.

The problem

The government workforce at LHPL was hunting to achieve 3 crucial targets when they commenced hunting for a mobile visitor engagement system. First, they required to boost their guest gratification — they understood that a lot more engagement with friends would assist. Second, they needed to assure that any challenges attendees experienced for the duration of their stays ended up surfaced to team and fixed while the friends ended up nonetheless on residence. And 3rd, they wanted a way to generate outlet revenue from on-house guests.

The alternative

Soon after an in-depth evaluation of probable solutions, Vintage Lodges selected Revinate Ivy.

“Implementing Ivy will give our friends a issue-of-speak to at any position throughout their remain, no make a difference the hour or spot,” states Bob Jackson, Chief Government Officer of LHPL. “This will additional boost our guests’ gratification and absolutely free up our employees to build much more significant visitor connections and experiences.”

A month prior to the pandemic hit, Vintage Inns rolled out Ivy®, the award-winning textual content messaging resolution. Having a hub-and-spoke tactic, the corporate crew established up the essential strategies and responses but also experienced the entrance office environment group at every single of the accommodations to reply and engage with visitors.

Ivy routinely reaches out to friends next check out-in to give support and answer thoughts about shops and expert services. And Ivy reaches out yet again 30 minutes later with a enjoyable concept encouraging friends to choose edge of the Monet-inspired eco-friendly space, which is ideal for selfies or “Santa-spotting” in the winter. And at the end of the remain, Ivy reaches out for comments and encourages guests to leave a evaluation with Tripadvisor. Additionally, Ivy has been utilised for ad hoc scenarios, this sort of as when the electrical power went out at a property and personnel wanted to hold attendees knowledgeable about the predicament.

The benefits

There’s no doubt that Vintage Accommodations got fortunate with possessing Ivy in area following the pandemic. When demand from customers returned but lodge personnel was even now confined, Ivy was there to ensure company had an effortless way to get all the details they needed for a terrific continue to be, which include outlet hours, details of curiosity, and extra. Ivy also permits friends to easily opt out of stayover cleansing, permitting methods to be directed where by they are required and letting visitors to personalize their keep.

“In the times of people today staying reliant on their cellular units [. . .] it is natural and consumer helpful for attendees to use Ivy as an alternative of picking up the phone,” notes Kelly Exelby, Typical Manager of Prince of Wales. “A key element to Ivy’s success at our hotels is that, irrespective of the messages getting predominantly automated, our attendees come to feel like they are talking to someone instantly. And so, the knowledge with Ivy is highly personalised. This can be seen in our visitor gratification surveys, which often spotlight and thank Ivy for offering ‘exceptional services.’”

Finally, due to the fact Ivy reminds guests about the stores and solutions guests’ concerns in genuine time, outlet earnings is expanding.

Now, due to the fact so substantially guest engagement is routed by means of Ivy, the phones at the front desk are a great deal quieter. This enables workers to interact in better excellent conversations all through confront-to-face interactions. Very best of all, it is distinct that Ivy is owning an impression on guest sentiment as ‘she’ is pointed out by identify in guest reviews and scores have amplified demonstrably pursuing the roll-out of Ivy.