Case Study: Grand Hyatt New York achieves elevated guest experiences and amplified social engagement with Keyhole

How the Team at The Grand Hyatt NY Optimizes Travel Experiences with Keyhole

Grand Hyatt New York faced intense competition from Airbnb and growing hotel inventory in the NYC market and needed a way to build its brand, capture more in‑house revenue, and manage a highly shareable guest experience around its #LivingGrandNYC hashtag. To tackle this, the hotel turned to Keyhole, using Keyhole’s reporting and social‑listening software to monitor user‑generated content, track sentiment, and measure campaign performance.

Using Keyhole’s suite—automatic weekly recaps, real‑time alerts, hashtag tracking and sentiment monitoring—Hanna Bankston and the Grand Hyatt team gained actionable insights for senior management and day‑to‑day operations. Keyhole’s reporting identified top UGC and engagement drivers, alerted the team to spikes (one tweet around Reverend Jesse Jackson’s visit helped drive nearly 4 million impressions), and allowed the hotel to respond to negative sentiment quickly—improving guest experience measurement, conversion opportunities, and long‑term guest loyalty.

Grand Hyatt New York

Hanna Bankston

Digital Marketing Manager