Case Study: Microtel Inn & Suites Shelbyville boosts guest satisfaction and survey scores with Kipsu

The Microtel Inn & Suites Shelbyville takes guest service to the next level through Kipsu while also increasing internal operations and survey scores

Microtel Inn & Suites Shelbyville, a select-service hotel in central Tennessee serving both business and leisure travelers, sought to boost guest engagement, streamline front-desk operations, and lift internal survey scores. To address these challenges they implemented Kipsu’s text messaging platform in October 2017 to give guests a fast, familiar channel for feedback and requests.

Kipsu was adopted across staff as part of daily routines, enabling immediate guest feedback, frictionless responses to difficult interactions, and even repeat-guest bookings via text. The hotel saw fewer front-desk calls, reduced tension in guest interactions, and a marked increase in WynReview/internal survey scores since implementing Kipsu.

Microtel Inn & Suites

Leeann Leversen

General Manager