Case Study: Baymont by Wyndham Mt. Pleasant achieves higher guest engagement and satisfaction with Kipsu

How this Wyndham property ditched welcome phone calls for text messages to boost guest satisfaction

Baymont by Wyndham Mt. Pleasant, a Wyndham property in Central Michigan, faced low engagement from mandatory welcome phone calls that often caught guests off guard. To improve connections and capture feedback more effectively, the hotel partnered with Kipsu and switched to Kipsu’s digital text messaging solution for welcome messages and guest communication.

By using Kipsu’s texting platform, the property opened a convenient, unobtrusive line to guests that dramatically increased interaction, enabled staff to resolve issues in real time without interrupting check‑ins, and generated more positive comments while surfacing negative feedback before it reached public reviews. The change improved staff efficiency and guest satisfaction through personalized service and automated checkout messages that gather final concerns.

Baymont by Wyndham Mt. Pleasant

Tara Leonard

General Manager