Case Study: JW Marriott Indianapolis creates amazing guest experiences with HYP3R

How the JW Marriott Indianapolis Uses Social Media to Create Amazing Guest Experiences

JW Marriott Indianapolis, a convention hotel that gets more than three-quarters of its business from meetings and conventions, wanted a better way to connect with guests in real time and create more personal, memorable stays. To do that, the team used HYP3R’s location-based marketing platform to surface public social media activity from the property, even when posts lacked hashtags, @mentions, or geotags.

With HYP3R, the hotel’s marketing team monitored guest conversations, set alerts for key moments like birthdays and celebrations, and engaged visitors through Instagram and Twitter with timely, human responses and conversation templates. The approach drove a 50% return on engagement rate, double the industry average, and a 4% follower conversion rate, while also generating positive word-of-mouth and amplifying the property’s brand beyond its own network.

JW Marriott Indianapolis

Michelle Klein

Senior Marketing Manager