Case Study: MarBrisa Carlsbad Resort achieves 25% call volume reduction and 15% guest satisfaction boost with Medallia Concierge

MarBrisa Carlsbad Resort Boost Guest Satisfaction with SMS Text Messaging

MarBrisa Carlsbad Resort, a 14‑villa Hilton Grand Vacations property in Carlsbad, CA, needed a faster, more efficient way to handle guest requests and reduce call center strain while maintaining high guest satisfaction. To address this, MarBrisa selected Medallia Concierge’s messaging solution (Zingle by Medallia) to provide SMS-based guest communication throughout the stay.

Medallia Concierge implemented an automated texting program—welcome messages, room‑ready alerts, mid‑stay and departure surveys, and on‑demand request handling—that engaged guests end‑to‑end. The result: a 25% reduction in call volume, a 15% increase in guest satisfaction scores, and a 110% rise in employee satisfaction (from 40 to 84), improving response speed and overall operational efficiency.

MarBrisa Carlsbad Resort

Mitch Milner

Director of Guest Services