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

The model

Classic Resorts, owned by Lais Hotel Qualities Constrained (LHPL), is a collection of luxury inns in Southern Ontario, Canada. Located in the coronary heart of wine state in the Niagara-on-the-Lake area, every of Classic Hotel’s attributes provides visitors a unique and individualized knowledge. By performing with neighborhood farmers, vintners, and artists, Vintage Motels has crafted an unparalleled practical experience for friends featuring environment-class spas, great eating, and excellent wine.

The problem

The government workforce at LHPL was looking to realize 3 critical aims when they commenced hunting for a cell guest engagement system. Initially, they desired to greatly enhance their guest gratification — they knew that far more engagement with friends would help. Next, they needed to make certain that any difficulties company experienced for the duration of their stays ended up surfaced to employees and fixed while the visitors had been still on property. And third, they preferred a way to generate outlet income from on-assets guests.

The option

Immediately after an in-depth assessment of feasible options, Classic Resorts chosen Revinate Ivy.

“Implementing Ivy will give our attendees a level-of-speak to at any level all through their continue to be, no subject the hour or spot,” claims Bob Jackson, Chief Govt Officer of LHPL. “This will more enhance our guests’ gratification and free up our employees to produce additional significant guest connections and encounters.”

A thirty day period right before the pandemic hit, Vintage Inns rolled out Ivy®, the award-profitable electronic concierge. Taking a hub-and-spoke technique, the company crew established up the essential campaigns and responses but also experienced the front business office staff at each and every of the lodges to reply and engage with company.

Ivy automatically reaches out to company next examine-in to offer you guidance and answer queries about retailers and expert services. And Ivy reaches out once more 30 minutes later with a pleasurable information encouraging attendees to take edge of the Monet-motivated environmentally friendly place, which is great for selfies or “Santa-spotting” in the winter season. And at the stop of the stay, Ivy reaches out for feedback and encourages visitors to go away a review with Tripadvisor. Additionally, Ivy has been employed for ad hoc circumstances, these types of as when the energy went out at a assets and team preferred to maintain visitors informed about the situation.

The final results

There’s no doubt that Classic Lodges acquired fortunate with possessing Ivy in put subsequent the pandemic. When need returned but resort personnel was still constrained, Ivy was there to ensure visitors experienced an quick way to get all the facts they required for a great continue to be, such as outlet hours, factors of curiosity, and more. Ivy also will allow guests to easily opt out of stayover cleansing, allowing means to be directed where they are desired and enabling visitors to personalize their remain.

“In the days of men and women currently being reliant on their cellular units [. . .] it is normal and consumer friendly for attendees to use Ivy as a substitute of choosing up the phone,” notes Kelly Exelby, Basic Supervisor of Prince of Wales. “A essential facet to Ivy’s achievements at our lodges is that, irrespective of the messages staying mainly automatic, our visitors really feel like they are speaking to someone instantly. And so, the experience with Ivy is extremely individualized. This can be viewed in our guest fulfillment surveys, which typically spotlight and thank Ivy for supplying ‘exceptional services.’”

Last but not least, because Ivy reminds friends about the retailers and solutions guests’ issues in real time, outlet earnings is raising.

Nowadays, simply because so a great deal guest engagement is routed by way of Ivy, the telephones at the front desk are significantly quieter. This allows personnel to have interaction in greater excellent conversations throughout confront-to-experience interactions. Ideal of all, it is clear that Ivy is getting an impact on guest sentiment as ‘she’ is stated by identify in guest evaluations and scores have increased demonstrably adhering to the roll-out of Ivy.