Kipsu
30 Case Studies
Case Study: Courtyard by Marriott San Diego Gaslamp achieves personalized guest engagement and a boost in TripAdvisor scores with Kipsu
A Kipsu Case Study
How the Courtyard San Diego Gaslamp is using Kipsu to connect with each guest and offer a personalized, unique experience during every stay
Courtyard San Diego Gaslamp, a boutique property in downtown San Diego serving both leisure and business travelers, needed a way to connect with guests quickly and deliver highly personalized service. Director of Hotel Operations Juliana Meda implemented Kipsu’s text-messaging platform to enable efficient, proactive guest communication and to create immediate, personal interactions from check-in through departure.
Kipsu’s messaging solution allowed staff to reach guests first, handle requests in real time, and coordinate special moments (like a surprise proposal), while incentivizing team use with a “Kipsu Leader of the Week.” The result: a 95% guest approval rating for the texting service, improved operational and brand survey scores, and a TripAdvisor score increase from 4.0 to 4.36, along with rising repeat stays and stronger guest loyalty.
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Courtyard by Marriott
Juliana Meda
Director of Hotel Operations