Case Study: Edinburgh Grosvenor achieves increased guest engagement and improved TripAdvisor ratings with Kipsu

Edinburgh Grosvenor - Customer Case Study

Edinburgh Grosvenor, a 185-room hotel near Edinburgh city centre, wanted to extend its high-touch service into digital channels to better capture guest preferences, requests, and in-stay feedback. To do this they partnered with Kipsu, deploying Kipsu’s text-based guest messaging platform to establish early contact, solicit special requests, and offer guests a convenient channel for communication.

Kipsu enabled staff to anticipate needs, resolve issues while guests were still in-house, and provide more thoughtful responses than by phone, and guests became more likely to share honest feedback via text. The result was measurable: after implementing Kipsu the property’s TripAdvisor average rose from 3.48 to 3.65, alongside improved survey scores and stronger online reviews.

Edinburgh Grosvenor

Jan Coskun

Deputy General Manager