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Hospitality Leverages Contextual Messaging To Increase Guest Satisfaction And Mobile Adoption

May 13, 2015 Statistics & Trends No Comments Email Email

On the cusp of 2015’s summer travel season, Orlando’s Caribe Royale resort has now hit the 60 day mark of the hotel brand communicating with guests through SMS text messaging – part of the resort’s new technology overhaul launched earlier this year for the Spring Break season.

Caribe Staff Text System (PRNewsFoto/Caribe Royale)

Caribe Staff Text System (PRNewsFoto/Caribe Royale)

Sending out SMS Welcome Messages to incoming guests has prompted thousands of app downloads, but most notably, it has sparked hundreds of conversations back and forth between guests and the hotel

“In 2015, we have user-friendly mobile applications that I can use to text my doctor, my bank… get updates on prescriptions or request a haircut appointment. As a hotel guest, I would be looking for a way to chat or text requests and questions to the front desk, at the very least. It’s now easy for hotels to have and manage this functionality with the same content management system as many other on-site technologies.” — Kacey Butcher, Business Development, Monscierge.

Last year, the brand partnered with hospitality technology partner Monscierge on a mobile app for iOS and Android, along with in-app guest requests functionality and digital concierge screens. April kicked off the launch of 75 more concierge screens, SMS Welcome Messages and guest requests functionalities. Caribe Royale additionally implemented a Meetings and Events planning feature, static digital signage, and an in-room hotel events television channel. A web version for all of these pieces is also available, so that guests have access to information and the hotel staff via their laptops.

“Guests want to access information from multiple sources, depending on what they happen to be doing at that particular time. We’ve done our research, and this is the only technology in the hospitality industry that has the ability to connect all of our information to one source for updating, messaging and managing the information guests need.”Gerald Urquiola, General Manager, Caribe Royale

Hotels routinely used as venues for conferences and events now have the option for guests to communicate with staff via mobile app or native mobile texting functionality. The Monscierge events and meeting planning capabilities additionally lets hotels provide clients a tool that historically is a separate service and associated with another vendor’s fee.

“One unique thing about Monscierge is that they listen to their customer. During our installations and training, we made several suggestions that they implemented into their product line immediately, before leaving our property. We look forward to seeing our guests’ reactions to the technology.” — Lori Schefstad, Director of Information Systems, Caribe Royale

Located in the shadows of Walt Disney World in Lake Buena Vista, Florida, Caribe Royale just completed a $3.5 million renovation project in April for the resort, that consists of 1,218 one-bedroom suites and 120 two-bedroom villas.

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