Case Study: La Cantera Resort & Spa achieves record guest satisfaction and increased on-site revenue with Medallia Concierge

La Cantera Resort Achieves Highest Guest Satisfaction Scores with Messaging

La Cantera Resort and Spa, a 500-room luxury resort in San Antonio, struggled to engage guests between check-in and check-out and had little visibility into in-stay satisfaction. To close that gap they deployed Medallia Concierge’s messaging-based guest engagement platform (formerly Zingle) so guests could text staff in real time and opt in to automated, personalized communications.

Using Medallia Concierge, La Cantera automated welcome messages, promoted on-site offers, and handled service requests by text—exchanging more than 2,000 messages a month with roughly a 1% opt-out rate. The resort saw measurable impact: its highest guest satisfaction scores ever within two months of launch, fewer early checkouts/cancellations, and increased on-property revenue from targeted promotions.

La Cantera Resort and Spa

Chris Nelbach

Director of Revenue