Case Study: Luxury Coastal Vacations achieves streamlined storm alerts and boosted guest satisfaction with Medallia Concierge

Luxury Coastal Vacations Uses Messaging to Give Guests a Personal Touch

Luxury Coastal Vacations, which manages more than 300 luxury vacation rentals in Perdido Key, struggled with slow, manual guest communications—calling every in-stay guest during storm warnings, deploying maintenance crews overnight when guests couldn't be reached, and handling large volumes of check-in calls. To streamline emergency alerts, mid-stay engagement, and review solicitation, they adopted the Medallia Concierge messaging platform.

With Medallia Concierge, LCV implemented automated group texts for storm warnings, pre-arrival and check-in updates, in-stay satisfaction surveys, and targeted offers. The messaging approach delivered immediate guest confirmations, eliminated many late-night maintenance visits, cut the Saturday morning call load that had reached 60–70 calls, and enabled proactive service recovery—resulting in higher guest satisfaction and improved online review scores.

Luxury Coastal Vacations

Kenzie Garden

Marketing Specialist