Case Study: Waldorf Astoria Edinburgh achieves improved TripAdvisor scores and streamlined guest service with Kipsu

Waldorf Astoria Edinburgh - Customer Case Study

Waldorf Astoria Edinburgh worked with Kipsu to address lost guest touchpoints as digital check‑in and limited in‑stay communication left staff unable to capture feedback or respond in real time. The hotel needed an international‑ready, GDPR‑compliant, non‑app messaging solution—Kipsu’s SMS and multi‑channel guest messaging platform was selected to extend service beyond the front desk.

Kipsu deployed its aggregated messaging platform with local onboarding and support, enabling staff to handle SMS, in‑app messaging and live web chat without adding headcount. Kipsu’s rollout across European properties produced measurable gains: properties handled tens of thousands of messages, reported ~15% fewer front desk visits and calls, saw average TripAdvisor scores rise (e.g., 3.87 → 4.02 across measured sites) with fewer 1–2 star reviews, and improved brand survey metrics (average +12.9% across categories, up to +16% overall guest experience).

Waldorf Astoria Edinburgh