Case Study: Cambria Hotel & Suites Rapid City achieves faster, personalized guest service and reduced front‑desk lines with Kipsu

Cambria Hotel & Suites Rapid City - Customer Case Study

Cambria Hotel & Suites Rapid City, a busy property near the Black Hills and Mount Rushmore, faced heavy seasonal demand—particularly during the Sturgis Motorcycle Rally and large tour groups—that led to crowded front desk lines and limited face-to-face time with guests. To keep up with fast-moving, on-the-go travelers the team turned to Kipsu’s digital/text messaging service to streamline guest communication without interrupting guests’ activities.

Using Kipsu’s welcome and mid-stay text messages and direct staff-to-guest messaging, the hotel reduced front-desk congestion, eliminated many 15-minute phone check-ins, and empowered staff to handle issues faster (even connecting guests directly with engineers). The result was fewer repeat questions, greater staff flexibility, quicker resolutions, and improved guest satisfaction—evidenced by praise such as “Our room is awesome… thank you for making a long day stress free” and “Fabulous! It's my new Sturgis home.” Kipsu enabled the property to deliver high-touch service at scale.

Cambria Hotel & Suites Rapid City

Aaron Stucker

Assistant General Manager