Case Study: Extended‑Stay property Hampton Inn & Suites Manteca boosts TripAdvisor scores and streamlines guest communication with Kipsu

Extended Stay Hotels - Customer Case Study

Extended Stay Hotels, represented in this case by the Hampton Inn & Suites Manteca, struggled to capture timely guest feedback and manage communications for longer-term stays. Kipsu provided a real‑time engagement solution—texting and digital messaging tailored for front‑desk and guest services—to enable in‑moment outreach and easier guest interactions during multi‑day stays.

Kipsu implemented automated guest check‑in texts, message archiving, and in‑stay service recovery workflows that eliminated manual call‑log documentation and streamlined front‑desk operations. As a result, the property’s average TripAdvisor score rose from 4.48 to 4.56 (+1.79%), 1–3 star reviews fell from 7.41% to 4.79% (1‑star reviews dropped to 0%), brand survey scores improved, and guest refunds decreased by 50% after deploying Kipsu.

Extended Stay Hotels