Case Study: Staybridge Suites Orlando Lake Buena Vista boosts guest satisfaction and service recovery with Kipsu

How the Staybridge Suites Orlando Lake Buena Vista uses texting to provide quick and effective service recovery

Staybridge Suites Orlando Lake Buena Vista, a near-Disney property running at about 98% occupancy, needed a faster, more discreet way to handle guest questions and service issues so problems could be fixed before guests left and negative reviews could be avoided. To meet that need the hotel has used Kipsu’s texting/digital messaging tool for almost five years as a primary guest communication channel.

Kipsu’s solution lets guests text staff directly about maintenance, amenities, or questions, enabling the team to resolve issues during the stay and provide seamless service recovery. The result is improved guest comfort and satisfaction—Staybridge Suites credits Kipsu with helping maintain extremely high TripAdvisor scores and reducing instances of post‑stay negative reviews.

Staybridge Suites

Diana Choy

Operations Manager