Case Study: Sofitel London St. James achieves higher guest engagement and personalized service with Kipsu

How Text Messaging Boosts Guest Engagement

Sofitel London St. James is a luxury hotel in central London that needed a way to keep guest service personal and responsive without losing the human touch. To solve that challenge they partnered with Kipsu, using Kipsu’s text-messaging guest engagement service so front‑desk staff could communicate directly and personally with guests throughout their stay.

Kipsu was deployed for arrivals, mid‑stay check‑ins, directions, luggage notifications and other guest requests, with the entire front office trained to use it as part of daily routines. The result was faster, more personalized service—guests praised timely texts and convenience—and measurable reputation benefits, including a 4.5/5 TripAdvisor rating and multiple positive reviews citing the text service; Kipsu helped the Sofitel sustain high guest engagement and satisfaction.

Sofitel London St. James

Remy Foucault

Guest Relations Officer