Case Study: Hilton Grand Vacations achieves 25% reduction in call volume and 15% boost in guest satisfaction with Medallia Concierge

Hilton Grand Vacations - Customer Case Study

Hilton Grand Vacations’ MarBrisa Carlsbad Resort needed to improve guest experience and operational efficiency by speeding requests and reducing call volume. They selected Medallia Concierge to provide an SMS/text guest messaging solution to engage guests throughout their stay.

Medallia Concierge implemented a texting program with welcome and room‑ready notifications plus mid‑stay and end‑of‑stay surveys, improving response times and staff efficiency. The program delivered a 25% reduction in call center volume, a 15% boost in guest satisfaction, and a 110% increase in employee satisfaction (from 40 to 84).

Hilton Grand Vacations

Mitch Milner

Director of Guest Services