Case Study: Raleigh Marriott City Center achieves higher guest satisfaction and streamlined operations with Kipsu

Raleigh Marriott City Center - Customer Case Study

The Raleigh Marriott City Center, a 400-room full-service property connected to the Raleigh Convention Center, faced the challenge of delivering personalized, timely service to a high-volume mix of convention, business, and leisure guests. To better capture requests, manage service recovery onsite, and improve guest communication, the hotel implemented Kipsu’s text messaging platform as an additional guest channel.

By integrating Kipsu into daily operations, staff can initiate real-time, personalized conversations, resolve issues while guests are still onsite, and streamline internal coordination (e.g., texting housekeeping and engineering). Kipsu helped drive noticeable outcomes: guests report overwhelmingly positive feedback, guest satisfaction and brand survey scores have risen, staff productivity improved by reducing phone calls, and issues are handled faster—saving time and protecting the hotel’s online reputation.

Raleigh Marriott City Center

Sean Lilly

Front Office Manager