Case Study: Cheval Collection enhances guest experience with Benbria Loop

Cheval Collection - Customer Case Study

Cheval Collection, a five-star serviced apartment group operating 12 properties across London and Edinburgh, needed a more dynamic alternative to in-room directories and a better way to support guests with different needs across short- and long-term stays. The company also wanted a real-time messaging tool that front office, concierge, front of house, and management teams could use to communicate with guests more effectively. Benbria’s Loop Experience Platform was identified as the product used in the case study.

Cheval Collection partnered with Benbria and Criton to launch a branded guest app integrated with Benbria’s Loop Experience Platform for in-app messaging and ordering. The solution enabled guests to message staff in real time, request services, get help from concierge, and manage deliveries more easily, while also improving visibility into operations for staff and marketing. Since deployment in May 2018, Loop has been adopted as a workflow across hotel, operations, and marketing teams, helping Cheval better understand guest needs and deliver a stronger guest experience, though no specific numeric impact was provided.

Cheval Collection

Robert Speirs

Marketing Manager