Since the launch in 2008, Fusion has opened five wellness-inspired resorts and hotels in Vietnam. 
Fusion Suites Da Nang Beach Hotel belongs to the brand’s city hotels, aimed to bring balance and harmony to the urban jungle through healthy and nutritious food and drink options as well as great spa offerings.
The hotel has been using TrustYou’s Messaging tool since 2017 and is benefiting from an increase in positive guest reviews, improved scores across their departments and excellent operations within the hotel.
With TrustYou Messaging, the Da Nang Beach Hotel can offer multiple channels and messages in different languages, making it easy for guests to communicate with the hotel if needed.
TrustYou significantly contributes to the overall success and positive ratings of the Fusion Suites Da Nang Beach hotel.
Key Performance Improvements (KPIs)
● The number of reviews increased from 2,022 reviews in the year of 2017 to 5,320 reviews in year 2018.
● The overall performance increased from 90.63 in year 2017, over 90.97 in year 2018 to 91.88 year to date.
● The share of TrustYou Survey as a review source increased from 9% in 2017 to 63% in 2018.
● Due to continuous improvements based on guest feedback, sentiment scores increased from 2017 to 2018:
○ Beach increased by 5% from 82 to 87
○ Location increased by 4.79% from 75 to 79
○ Price increased by 4% from 85 to 89
Direct Guest Engagement
Scheduled Guest Outreaches:
● Pre-arrival SMS to offer assistance and invite guests to use the live chat via a link inserted at the end of the SMS.
● In-house email (available in three languages) to welcome the guest to the property, including an information pack with a hotel map and suggestions for things to see and do.
The hotel offers the guests a chance to reply directly to that email in case they need anything.
● Promotion to hotel guests who booked through the hotel’s website and are eligible for an upgrade .
● Invitation outreach to invite guests to evening performances as well as encourage conversation.
Promoting Messaging Channels:
Placement of QR codes throughout the hotel. The guests simply need to point their phone’s camera at the code to be taken directly to the live chat, where they can instantly communicate with the hotel.
Direct Guest Engagement
Reduce number of calls
By promoting the various messaging channels to their guests, Fusion Suites Da Nang Beach Hotel has managed to reduce the number of calls from their guests by 70% and managed to increase staff efficiency enormously:
Generate
After merging our communication channels, all guest requests are now coming through the TrustYou Messaging service, with all relevant departments and teams added to the conversations directly and every staff member involved is able to track and respond to the request. –
Room Division Manager, Mr. Jacobo Priegue Martinez
Generate additional revenue
TrustYou’s live chat widget offers easy and instant communication between guests and the hotel.
By making communication more easily accessible to their guests, Da Nang Beach Hotel managed to increase their sales for in-house services, such as room service, by 10%. “
Improved Guest Ratings
Better guest experience
Around 80% of the guest at the Da Nang Beach Hotel speak neither English nor Vietnamese as their first language. By sending outreach messages in different languages, the hotel can break down the barrier of oral communication while encouraging guests to reply with questions or issue in their own language if needed.
“At Fusion, we treat our guests like family, but the language barrier can prevent us from making that deeper, more meaningful connection.
Since we implemented TrustYou Messaging, we have doubled the number of requests and increased guest satisfaction ratings across various channels”
Room Division Manager, Mr. Jacobo Priegue Martinez
Identifying on-site issues
With on-site outreaches, the hotel can encourage guests to reach out to the them. The hotel on-site outreaches have an average response rate of 11%.
Reported guest issues allows the hotel staff to respond to requests faster.
Improved Guest Ratings
Breaking down the barrier of communication for hotel guests, makes it easier for the Da Nang Beach hotel to identify issues on site and fix them faster. This results in improved on-site experiences reported by their hotel guests since the hotel started using TrustYou Messaging.
○ TrustYou Survey from 9 to 9.2
○ Booking.com from 9 to 9.1 ○ Agoda from 8.7 to 8.8
○ Expedia from 4.5 to 4.6
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