Case Study: Comfort Inn & Suites (Mount Pleasant) achieves top 5% Comfort Inn ranking through proactive guest messaging with Kipsu

The Comfort Inn & Suites Hotel and Conference Center Mount Pleasant

Comfort Inn & Suites in Mount Pleasant faced the challenge of delivering consistent, personalized service to a diverse mix of guests while uncovering issues that visitors might not report at the front desk. To improve issue discovery and build guest relationships from check-in onward, the property began using Kipsu’s digital messaging platform in December 2017.

Kipsu enabled proactive, personalized messaging (welcome notes, ongoing check-ins, recovery templates) that empowered staff and supported the hotel’s L.E.A.R.N. service model. As a result, the Mount Pleasant property moved into the top 5% of all Comfort Inn properties and saw a large boost in guests’ likelihood-to-recommend scores by resolving problems earlier and improving overall guest satisfaction — outcomes directly attributed to Kipsu’s messaging solution.

Comfort Inn & Suites

Justin Della-Moretta

Front Desk Supervisor