Kipsu
30 Case Studies
Case Study: Driftwood Hospitality Management achieves higher TripAdvisor scores and increased 5-star reviews with Kipsu
A Kipsu Case Study
How Kipsu partners with portfolios of all sizes to revitalize guest engagement and boost satisfaction scores
Driftwood Hospitality Management, which operates and develops 40+ hotels, faced inconsistent guest satisfaction and online review performance across its portfolio. To improve guest communication and reduce negative feedback, they partnered with Kipsu to deploy a text-based guest messaging service (piloted in 2014 and rolled out more broadly in 2016–2017).
Kipsu’s SMS guest messaging enabled staff to respond faster and proactively engage guests, and Driftwood saw measurable gains: average TripAdvisor scores rose from 4.03 to 4.22, the share of 5‑star reviews increased from 53.77% to 65.63%, and reviews of 3 stars or below fell from 15.82% to 11.16%; high-performing properties showed similar uplifts. Driftwood also praised Kipsu’s responsive support and continues to use Kipsu across its hotels.
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Driftwood Hospitality Management
Nora Minichino
Driftwood Hospitality Management