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

A Vintage Hotel Group property

The model

Vintage Motels, owned by Lais Lodge Homes Restricted (LHPL), is a assortment of luxury lodges in Southern Ontario, Canada. Found in the coronary heart of wine state in the Niagara-on-the-Lake region, each individual of Classic Hotel’s qualities delivers visitors a unique and individualized experience. By doing work with community farmers, vintners, and artists, Classic Resorts has crafted an unparalleled knowledge for attendees that includes planet-class spas, good eating, and excellent wine.

The challenge

The government staff at LHPL was hunting to obtain 3 crucial plans when they started searching for a cellular guest engagement system. First, they needed to boost their guest gratification — they realized that a lot more engagement with attendees would enable. 2nd, they wished to guarantee that any concerns company had in the course of their stays were surfaced to workers and fixed while the company were being continue to on property. And third, they needed a way to travel outlet income from on-assets visitors.

The remedy

Following an in-depth overview of attainable options, Classic Motels selected Revinate Ivy.

“Implementing Ivy will give our company a issue-of-call at any issue in the course of their keep, no make any difference the hour or place,” says Bob Jackson, Main Executive Officer of LHPL. “This will additional increase our guests’ pleasure and totally free up our workers to generate far more significant visitor connections and encounters.”

A thirty day period ahead of the pandemic hit, Vintage Motels rolled out Ivy®, the award-profitable text messaging remedy. Getting a hub-and-spoke technique, the corporate team established up the important strategies and responses but also educated the front business office staff at each individual of the motels to react and have interaction with visitors.

Ivy quickly reaches out to attendees subsequent check out-in to supply assistance and response questions about retailers and expert services. And Ivy reaches out all over again 30 minutes later with a enjoyable information encouraging visitors to choose advantage of the Monet-influenced inexperienced house, which is ideal for selfies or “Santa-spotting” in the winter season. And at the stop of the remain, Ivy reaches out for suggestions and encourages attendees to depart a critique with Tripadvisor. On top of that, Ivy has been employed for advert hoc scenarios, these types of as when the power went out at a house and personnel wanted to hold friends knowledgeable about the situation.

The benefits

There is no doubt that Classic Motels acquired fortunate with getting Ivy in spot pursuing the pandemic. When need returned but lodge staff was still confined, Ivy was there to guarantee company had an easy way to get all the data they needed for a excellent keep, together with outlet hours, details of desire, and much more. Ivy also makes it possible for company to easily opt out of stayover cleaning, letting sources to be directed exactly where they are required and making it possible for company to personalize their keep.

“In the times of people today staying reliant on their cell units [. . .] it is purely natural and consumer helpful for friends to use Ivy instead of buying up the telephone,” notes Kelly Exelby, Typical Manager of Prince of Wales. “A crucial factor to Ivy’s good results at our inns is that, in spite of the messages staying generally automatic, our friends come to feel like they are speaking to an individual instantly. And so, the expertise with Ivy is very personalised. This can be noticed in our visitor satisfaction surveys, which usually emphasize and thank Ivy for delivering ‘exceptional service.’”

Finally, since Ivy reminds company about the outlets and answers guests’ issues in serious time, outlet revenue is rising.

Right now, due to the fact so a great deal guest engagement is routed as a result of Ivy, the telephones at the front desk are much quieter. This makes it possible for personnel to have interaction in bigger good quality conversations throughout experience-to-facial area interactions. Finest of all, it’s apparent that Ivy is acquiring an effects on visitor sentiment as ‘she’ is described by name in guest assessments and scores have amplified demonstrably following the roll-out of Ivy.

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