June 10, 2023


Just Do Travel

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

A Vintage Hotel Group property

The brand name

Vintage Accommodations, owned by Lais Lodge Attributes Constrained (LHPL), is a assortment of luxury resorts in Southern Ontario, Canada. Located in the coronary heart of wine country in the Niagara-on-the-Lake location, each of Classic Hotel’s attributes provides friends a distinctive and individualized knowledge. By operating with local farmers, vintners, and artists, Vintage Lodges has crafted an unparalleled knowledge for attendees showcasing globe-course spas, high-quality dining, and terrific wine.

The obstacle

The executive team at LHPL was wanting to achieve 3 critical targets when they began looking for a mobile visitor engagement system. Initially, they wished to improve their guest gratification — they realized that much more engagement with guests would aid. Next, they desired to make sure that any problems guests experienced in the course of their stays had been surfaced to employees and solved though the company have been still on property. And third, they wished a way to drive outlet earnings from on-property guests.

The remedy

Immediately after an in-depth critique of achievable methods, Vintage Resorts chosen Revinate Ivy.

“Implementing Ivy will give our company a place-of-get in touch with at any level during their keep, no issue the hour or locale,” suggests Bob Jackson, Chief Government Officer of LHPL. “This will even more improve our guests’ satisfaction and no cost up our employees to produce a lot more meaningful visitor connections and ordeals.”

A thirty day period ahead of the pandemic strike, Classic Inns rolled out Ivy®, the award-winning text messaging solution. Having a hub-and-spoke method, the company workforce established up the vital campaigns and responses but also educated the front office environment team at each individual of the inns to respond and engage with guests.

Ivy mechanically reaches out to friends adhering to check-in to give guidance and remedy thoughts about retailers and solutions. And Ivy reaches out all over again 30 minutes later on with a exciting information encouraging attendees to get gain of the Monet-encouraged eco-friendly area, which is excellent for selfies or “Santa-spotting” in the wintertime. And at the end of the continue to be, Ivy reaches out for feedback and encourages guests to go away a assessment with Tripadvisor. On top of that, Ivy has been employed for ad hoc predicaments, these as when the electrical power went out at a property and employees desired to continue to keep guests knowledgeable about the circumstance.

The success

There is no doubt that Classic Inns obtained fortunate with obtaining Ivy in location adhering to the pandemic. When need returned but hotel workers was even now constrained, Ivy was there to ensure company had an easy way to get all the data they needed for a good stay, which includes outlet hrs, factors of fascination, and more. Ivy also allows company to easily decide out of stayover cleaning, permitting methods to be directed where by they are desired and making it possible for friends to personalize their keep.

“In the days of people today currently being reliant on their mobile devices [. . .] it is organic and user friendly for attendees to use Ivy rather of choosing up the phone,” notes Kelly Exelby, Typical Supervisor of Prince of Wales. “A key facet to Ivy’s success at our resorts is that, irrespective of the messages getting primarily automatic, our friends feel like they are speaking to another person instantly. And so, the experience with Ivy is extremely personalized. This can be observed in our guest fulfillment surveys, which often spotlight and thank Ivy for furnishing ‘exceptional assistance.’”

Ultimately, mainly because Ivy reminds friends about the retailers and solutions guests’ concerns in serious time, outlet profits is raising.

Right now, mainly because so much visitor engagement is routed by Ivy, the telephones at the entrance desk are a lot quieter. This will allow team to engage in better top quality conversations for the duration of confront-to-face interactions. Most effective of all, it’s apparent that Ivy is acquiring an effect on guest sentiment as ‘she’ is described by title in guest testimonials and scores have greater demonstrably next the roll-out of Ivy.