Case Study: Crystal Cove Beach Resort achieves higher guest satisfaction and real-time guest communication with Kipsu

How Kipsu's partnership with the Crystal Cove Beach Resort has impacted the resort's communication and guest service on their stunning beachfront property

The Crystal Cove Beach Resort, a 34‑unit beachfront property in Tofino, BC, struggled with guest communication and real‑time feedback because most units had no in‑room phones and guests often had to walk to a distant front desk. To solve this, the resort launched Kipsu in May 2017 to enable text‑based communication between guests and staff.

Kipsu’s texting platform gave guests an easy way to request service and share feedback in real time, enabling immediate service recovery and more touchpoints per stay. As a result, Crystal Cove Beach Resort saw a reduction in front‑desk traffic, fewer negative online reviews, higher TripAdvisor scores and guest‑satisfaction results, strong staff buy‑in (reported at 110%), and a rapid addition of a dedicated sales/group texting line from Kipsu (implemented within 48 hours) that increased reservation inquiries and booking transparency.

Crystal Cove Beach Resort

JJ Belanger

General Manager