Case Study: Sanctuary Camelback Mountain Resort and Spa achieves personalized, effortless guest service with Kipsu

Sanctuary Camelback Mountain Resort and Spa - Customer Case Study

Sanctuary Camelback Mountain Resort and Spa needed a way to deliver consistently personalized, anticipatory service across its 53-acre property and to capture guest feedback discreetly and efficiently. To solve that challenge the resort introduced Kipsu’s guest messaging/texting platform so guests could reach staff from anywhere, enabling team members to anticipate needs, personalize interactions, and build lasting relationships.

Kipsu’s solution provided a unified texting channel that staff adopted within weeks, allowing agents to manage conversations end-to-end, pull up past-stay history, and resolve issues faster—turning at least one restaurant complaint into a converted, five‑diamond compliment. Sanctuary quickly became the #1 most active property in the Kipsu partner community, with measurable gains in staff engagement and guest satisfaction driven by faster responses, deeper personal connections, and increased repeat visits.

Sanctuary Camelback Mountain Resort and Spa

Shane Sarlo

Director of Rooms