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

The brand

Classic Accommodations, owned by Lais Hotel Homes Restricted (LHPL), is a selection of luxurious motels in Southern Ontario, Canada. Positioned in the heart of wine region in the Niagara-on-the-Lake location, each individual of Classic Hotel’s properties features guests a unique and individualized encounter. By performing with neighborhood farmers, vintners, and artists, Classic Lodges has crafted an unparalleled experience for attendees that includes entire world-course spas, good dining, and excellent wine.

The problem

The government workforce at LHPL was on the lookout to obtain 3 crucial goals when they began seeking for a cellular visitor engagement platform. 1st, they needed to enhance their guest gratification — they realized that much more engagement with attendees would support. 2nd, they needed to guarantee that any issues visitors experienced throughout their stays were being surfaced to staff and fixed although the friends have been however on home. And third, they preferred a way to push outlet earnings from on-home company.

The resolution

Just after an in-depth critique of achievable remedies, Vintage Resorts chosen Revinate Ivy.

“Implementing Ivy will give our guests a issue-of-get hold of at any place during their stay, no subject the hour or locale,” says Bob Jackson, Chief Govt Officer of LHPL. “This will further maximize our guests’ fulfillment and free of charge up our team to make more meaningful visitor connections and activities.”

A thirty day period in advance of the pandemic hit, Classic Inns rolled out Ivy®, the award-winning textual content messaging answer. Taking a hub-and-spoke strategy, the company group set up the important campaigns and responses but also educated the entrance workplace workforce at each individual of the accommodations to reply and have interaction with guests.

Ivy mechanically reaches out to friends following check out-in to supply aid and reply inquiries about shops and solutions. And Ivy reaches out once more 30 minutes afterwards with a pleasurable information encouraging guests to just take gain of the Monet-influenced inexperienced house, which is great for selfies or “Santa-spotting” in the winter season. And at the close of the continue to be, Ivy reaches out for comments and encourages attendees to depart a overview with Tripadvisor. In addition, Ivy has been made use of for advertisement hoc scenarios, this sort of as when the electric power went out at a residence and employees desired to maintain company informed about the circumstance.

The effects

There’s no doubt that Vintage Motels received blessed with acquiring Ivy in spot subsequent the pandemic. When need returned but resort personnel was even now limited, Ivy was there to make certain visitors had an straightforward way to get all the data they wanted for a good keep, which includes outlet several hours, details of fascination, and far more. Ivy also makes it possible for guests to quickly opt out of stayover cleaning, permitting sources to be directed the place they are necessary and allowing for guests to personalize their keep.

“In the days of persons becoming reliant on their mobile gadgets [. . .] it is natural and user welcoming for guests to use Ivy alternatively of buying up the telephone,” notes Kelly Exelby, Standard Manager of Prince of Wales. “A key factor to Ivy’s results at our accommodations is that, in spite of the messages getting generally automated, our guests sense like they are conversing to anyone specifically. And so, the working experience with Ivy is highly customized. This can be seen in our visitor fulfillment surveys, which generally emphasize and thank Ivy for providing ‘exceptional assistance.’”

Eventually, because Ivy reminds visitors about the retailers and answers guests’ thoughts in genuine time, outlet revenue is increasing.

These days, mainly because so substantially visitor engagement is routed by means of Ivy, the telephones at the front desk are substantially quieter. This allows staff to engage in greater quality discussions all through experience-to-facial area interactions. Ideal of all, it is crystal clear that Ivy is owning an influence on guest sentiment as ‘she’ is described by name in visitor testimonials and scores have enhanced demonstrably next the roll-out of Ivy.