Case Study: Courtyard by Marriott High Point boosts guest satisfaction and real-time issue resolution with Kipsu

How this Courtyard team became some of Kipsu's most active users within their first month

Courtyard by Marriott’s Courtyard High Point, serving families and business travelers, needed a less intrusive, more effective way to engage guests and capture feedback—especially as some staff were uncomfortable making calls and many guests preferred text. After evaluating options, the property implemented Kipsu’s guest messaging platform to modernize check‑in communication and guest outreach.

Using Kipsu, front‑desk staff send welcome texts to nearly every guest, recognize loyal guests at check‑in, and resolve issues in real time, which staff say turns negatives into positives and keeps concerns off review sites. The property became one of Kipsu’s most active users within its first month, reporting higher team confidence in guest interactions and improvements in brand survey scores through more frequent, timely engagement.

Courtyard by Marriott

Amoy Lindo-Coleman

Guest Services Manager