Case Study: DoubleTree Suites by Hilton achieves higher guest satisfaction and SALT scores with Kipsu

This all-suites Hilton property uses Kipsu to influence SALT scores and build relationships between team members and guests

DoubleTree Suites by Hilton (DoubleTree Boston Cambridge) needed a reliable way to scale personalized guest communication across its 308 all-suite property to protect guest satisfaction and SALT scores, prevent service breakdowns, and reduce manual errors. To address this, the hotel partnered with Kipsu and adopted Kipsu’s guest messaging platform and the Kipsu OnQ Connector to centralize requests and foster real-time engagement between staff and guests.

Kipsu implemented integrated, automated messaging that pulls reservation data from OnQ, provides message transcripts, and lets staff proactively check in and remediate issues before checkout. Over nearly four years the property has sent about 300,000 messages and engaged in nearly 36,000 unique conversations, reducing typos and handoffs, speeding response times, and improving guest engagement and overall satisfaction—demonstrating measurable operational and service impact from Kipsu.

DoubleTree Suites by Hilton

Andres Goeta

Front Office Manager/Director