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

A Vintage Hotel Group property

The brand

Vintage Resorts, owned by Lais Lodge Attributes Restricted (LHPL), is a collection of luxury inns in Southern Ontario, Canada. Found in the heart of wine region in the Niagara-on-the-Lake region, each of Classic Hotel’s qualities delivers attendees a distinctive and individualized knowledge. By performing with local farmers, vintners, and artists, Vintage Inns has crafted an unparalleled working experience for company featuring world-class spas, great dining, and terrific wine.

The challenge

The govt workforce at LHPL was wanting to reach 3 important targets when they began hunting for a cell guest engagement platform. Initial, they needed to enrich their guest gratification — they knew that far more engagement with guests would support. Second, they preferred to be certain that any issues guests experienced during their stays ended up surfaced to workers and solved even though the attendees were being even now on property. And 3rd, they wished a way to travel outlet income from on-property company.

The remedy

Immediately after an in-depth assessment of feasible methods, Vintage Motels selected Revinate Ivy.

“Implementing Ivy will give our company a issue-of-make contact with at any issue in the course of their remain, no matter the hour or place,” claims Bob Jackson, Main Govt Officer of LHPL. “This will further more enhance our guests’ pleasure and no cost up our personnel to create extra meaningful guest connections and ordeals.”

A thirty day period before the pandemic strike, Vintage Hotels rolled out Ivy®, the award-successful text messaging solution. Having a hub-and-spoke tactic, the corporate crew set up the crucial campaigns and responses but also experienced the entrance place of work team at each and every of the resorts to reply and have interaction with visitors.

Ivy quickly reaches out to friends pursuing look at-in to offer you aid and reply queries about shops and services. And Ivy reaches out once more 30 minutes afterwards with a pleasurable concept encouraging guests to choose advantage of the Monet-influenced eco-friendly house, which is perfect for selfies or “Santa-spotting” in the wintertime. And at the end of the remain, Ivy reaches out for suggestions and encourages company to leave a critique with Tripadvisor. Furthermore, Ivy has been utilized for advert hoc conditions, such as when the ability went out at a residence and workers needed to retain friends educated about the predicament.

The effects

There’s no question that Classic Lodges got lucky with having Ivy in place pursuing the pandemic. When desire returned but lodge staff was even now restricted, Ivy was there to make sure attendees had an effortless way to get all the information they necessary for a fantastic remain, together with outlet hours, points of interest, and far more. Ivy also makes it possible for friends to quickly opt out of stayover cleansing, enabling means to be directed in which they are desired and allowing for company to personalize their stay.

“In the times of men and women becoming reliant on their mobile gadgets [. . .] it is natural and person helpful for visitors to use Ivy instead of choosing up the phone,” notes Kelly Exelby, Typical Supervisor of Prince of Wales. “A essential component to Ivy’s results at our inns is that, despite the messages remaining generally automatic, our friends sense like they are conversing to an individual right. And so, the encounter with Ivy is really personalised. This can be viewed in our visitor pleasure surveys, which generally highlight and thank Ivy for delivering ‘exceptional company.’”

Finally, for the reason that Ivy reminds attendees about the shops and solutions guests’ thoughts in actual time, outlet revenue is expanding.

Now, because so considerably visitor engagement is routed via Ivy, the phones at the entrance desk are a great deal quieter. This makes it possible for personnel to have interaction in better high-quality conversations during experience-to-experience interactions. Best of all, it’s clear that Ivy is getting an effects on visitor sentiment as ‘she’ is described by title in guest critiques and scores have greater demonstrably next the roll-out of Ivy.

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