Case Study: Celtic Manor improves guest engagement with Benbria’s Loop platform

Celtic Manor - Customer Case Study

Celtic Manor, a five-star luxury resort spread across more than 2,000 acres in Wales, struggled to manage guest issues before they left the property and to collect mobile numbers and other guest data for personalized marketing. Working with Benbria, the resort looked for a way to improve communication across its large property and better connect with guests in real time using the Loop® mobile guest engagement platform.

Benbria implemented Loop Messenger™ and OnDemand™ integrated with the resort’s Opera PMS, automatically sending guest invites after check-in and enabling messaging and service requests by SMS and email. The result was stronger guest traction, easier communication for tech-savvy visitors, reduced call volume for the At Your Service team, and new opportunities to upsell services while addressing concerns faster and improving retention.

Celtic Manor

Russell Phillips

Vice President of Facilities and Development