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Kimpton Hotels & Restaurants Introduces Kimpton Karma Rewards – First Industry Loyalty Program that Measures True Brand Engagement; Provides Personalized Incentives at All Levels

July 21, 2014 Loyalty No Comments Email Email

Kimpton Hotels & Restaurants, a pioneer and leader in the boutique hotel sector, announced today the launch of Kimpton Karma Rewards, a new loyalty program designed to recognize and reward members beyond stay transactions.

KH.com on Devices (PRNewsFoto/Kimpton Hotels & Restaurants)

Kimpton Karma acknowledges the many ways members interact with the Kimpton brand, in addition to granting credits toward free nights earned through hotel stays.

With Kimpton Karma, which replaces the brand’s InTouch program, members may be recognized for things like attending wine hour, mentioning an individual hotel or restaurant on social media or dining at one of Kimpton’s 66 restaurants, bars and lounges, to name a few. The new program provides members with a number of personalized delights and perks starting as early as Tier One.

In addition to the launch of Kimpton Karma, the brand has introduced other exciting changes, including a re-imagined website (KimptonHotels.com) to make it easier to explore and book any Kimpton boutique hotel across the country, and blog to better reflect the company’s guest-centric philosophies and positioning as a lifestyle brand.

“Kimpton’s spirit and approach to hospitality – our restaurants, great design, thoughtful amenities, and empowered employees – is why our guests love us and keep coming back,” said Mike DeFrino, chief operating officer at Kimpton. “The launch of Kimpton Karma allows us to take the Kimpton experience even further, rolling it out in a more personal and engaging ways, whether it’s your first visit with us or your 50th.”

Kimpton Karma’s proprietary formula considers brand engagement such as booking directly on KimptonHotels.com, traveling with a pet and social media interaction, all of which have the potential to boost members’ Kimpton Karma and help a member move up in tier progression. Based on engagement and stay history, members move up in tiers, and each tier level provides associated personalized perks and experiences. In addition, with every stay, members enjoy perks such as free WiFi, a “Raid the Bar” voucher (a $10 credit toward a great experience at the adjacent Kimpton restaurant bar or a treat from the mini bar), in-room spa service discounts, a complimentary treat from Kimpton chefs, customized welcome amenities, room upgrades based on availability, occasional fun surprises, like a make-your-own cocktail station with a guest’s favorite spirit or sports-themed treats with the guest’s hometown team as inspiration. The more Kimpton knows about members and the purpose of their visit, the more employees can make the experience unique, personal and fun.

Kimpton Karma will enable employees to provide more personalized perks and surprises for loyalists based on what they learn about the guest over time. By investing in an innovative and custom-built Customer Relationship Management (CRM) system behind the scenes, Kimpton has further empowered employees to capture preferences, background and details about guests in real-time, so they can continue to create memorable and personalized experiences no matter what Kimpton hotel a member is visiting.

Kimpton Karma is one in a series of changes the hotelier is rolling out this month to better serve its guests and scale for future growth, including a new website and blog.

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