Case Study: Wingate Niagara Falls achieves elevated guest service and seamless guest communication with Kipsu

Wingate Niagara Falls - Customer Case Study

Wingate Niagara Falls, located steps from the falls, wanted to elevate guest service by improving communication across seasonal shifts in leisure and business travel. The hotel integrated Kipsu’s digital messaging platform to make guest contact information actionable, simplify check‑in communication, and give staff a direct, always-available channel to respond to requests and capture feedback.

Kipsu was folded into the property’s check‑in process and used for welcome messages, real‑time guest requests, and proactive outreach—helping staff respond faster, resolve issues before they affect satisfaction, and even enable some return guests to book future stays entirely via text. The result is smoother operations, higher guest engagement, quicker response times, and more personalized service, all delivered through Kipsu.

Wingate Niagara Falls

Nina Brown

Front Desk Manager