Case Study: The Hotel at Auburn University achieves a near-contactless, more efficient guest experience with Medallia Concierge

Innovative Hotel Uses Real-Time Messaging Platform to Design a Near Contactless Guest Experience

The Hotel at Auburn University, a 236‑room property in Alabama, faced the twin challenges of keeping guests safe during COVID‑19 and maintaining high service levels while operating with roughly 50% less staff and rapidly changing occupancy. To respond quickly, the hotel partnered with Medallia Concierge and implemented its Zingle real‑time messaging platform to create a near‑contactless guest experience.

Medallia Concierge’s solution used automated pre‑arrival texts, two‑way messaging for contactless check‑in (including securely texting room numbers), Zing workflows for services and deliveries, and PMS integration to message groups and manage waitlists. The results: a 30% reduction in phone calls, a 300% increase in guest engagement per room, more than 20 automated Zings, continued operation with half the staff, rapid outreach to 50 rooms in about two minutes, and a string of positive reviews (100% five‑star TripAdvisor over the measured period) — all credited to Medallia Concierge’s Zingle platform.

The Hotel at Auburn University

Johnston McCutcheon

Front Office Manager