Case Study: Hampton Inn and Suites achieves real-time guest feedback capture and higher TripAdvisor scores with Kipsu

Hampton Inn and Suites - Customer Case Study

Hampton Inn and Suites Manteca, a 101‑room Hilton property, struggled with guest issues showing up on brand surveys and TripAdvisor that were never reported to staff during the stay — compounded by guests increasingly bypassing the front desk. To extend service beyond the desk, capture feedback before checkout, and improve online scores, the hotel turned to Kipsu’s real‑time texting and in‑app messaging platform.

Hampton Inn and Suites launched Kipsu on September 28, 2016 and, without adding staff, used Kipsu’s onboarding and 24/7 support to engage guests (120 conversations/525 messages in week one; ~2,100 conversations and 9,500 messages in six months). As a result, TripAdvisor scores rose from 4.21 to 4.88 in a six‑month comparison, 1–3 star reviews dropped to zero in that period (all‑time 1‑star reviews disappeared, 2‑stars down 42%, 3‑stars down 25%), guest refunds fell by 50%, and front‑desk efficiency and brand survey metrics improved — all attributed to Kipsu.

Hampton Inn and Suites