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

Penni Schewe

The manufacturer

Classic Resorts, owned by Lais Lodge Qualities Restricted (LHPL), is a selection of luxurious motels in Southern Ontario, Canada. Found in the coronary heart of wine state in the Niagara-on-the-Lake region, just about every of Vintage Hotel’s houses offers friends a distinctive and individualized knowledge. By doing work with nearby farmers, vintners, and artists, Classic Hotels has crafted an unparalleled practical experience for attendees showcasing entire world-class spas, fine eating, and good wine.

The problem

The government crew at LHPL was wanting to attain 3 important targets when they started on the lookout for a cell guest engagement system. First, they desired to enrich their guest pleasure — they understood that additional engagement with friends would help. Next, they wanted to be certain that any concerns visitors experienced during their stays ended up surfaced to staff members and fixed while the attendees had been nonetheless on home. And third, they needed a way to push outlet profits from on-property company.

The resolution

Soon after an in-depth evaluate of attainable alternatives, Vintage Inns chosen Revinate Ivy.

“Implementing Ivy will give our company a place-of-get in touch with at any position throughout their continue to be, no matter the hour or site,” states Bob Jackson, Main Executive Officer of LHPL. “This will more enhance our guests’ pleasure and totally free up our team to create much more meaningful guest connections and encounters.”

A thirty day period before the pandemic hit, Vintage Hotels rolled out Ivy®, the award-successful textual content messaging answer. Getting a hub-and-spoke solution, the corporate group set up the important strategies and responses but also qualified the front business staff at every single of the resorts to reply and have interaction with visitors.

Ivy immediately reaches out to friends next look at-in to offer assistance and answer concerns about retailers and providers. And Ivy reaches out all over again 30 minutes afterwards with a pleasurable message encouraging company to just take advantage of the Monet-motivated eco-friendly house, which is ideal for selfies or “Santa-spotting” in the winter. And at the conclude of the keep, Ivy reaches out for feedback and encourages attendees to go away a review with Tripadvisor. Moreover, Ivy has been used for advert hoc predicaments, these kinds of as when the power went out at a property and team desired to preserve guests educated about the scenario.

The effects

There is no question that Vintage Motels received lucky with acquiring Ivy in position pursuing the pandemic. When need returned but lodge team was even now minimal, Ivy was there to guarantee friends had an uncomplicated way to get all the data they necessary for a fantastic remain, such as outlet hrs, factors of curiosity, and additional. Ivy also will allow company to effortlessly choose out of stayover cleansing, making it possible for methods to be directed where they are wanted and permitting visitors to personalize their continue to be.

“In the times of persons being reliant on their cellular units [. . .] it is normal and user welcoming for company to use Ivy as an alternative of selecting up the telephone,” notes Kelly Exelby, Standard Supervisor of Prince of Wales. “A vital part to Ivy’s accomplishment at our lodges is that, regardless of the messages being generally automated, our friends experience like they are conversing to somebody specifically. And so, the practical experience with Ivy is extremely personalized. This can be witnessed in our guest gratification surveys, which generally highlight and thank Ivy for supplying ‘exceptional service.’”

Finally, simply because Ivy reminds attendees about the stores and answers guests’ queries in real time, outlet revenue is rising.

Now, since so significantly guest engagement is routed through Ivy, the phones at the front desk are a great deal quieter. This makes it possible for workers to have interaction in greater high quality conversations for the duration of facial area-to-confront interactions. Finest of all, it is distinct that Ivy is acquiring an impression on guest sentiment as ‘she’ is described by name in guest opinions and scores have increased demonstrably adhering to the roll-out of Ivy.

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