Case Study: SLS Las Vegas achieves higher guest satisfaction and loyalty with Medallia Concierge

SAHARA Las Vegas Improves Guest Satisfaction & Loyalty with Mid-Stay Engagemen

SLS Las Vegas faced a common hospitality problem: staff often didn’t learn about guest issues until after a negative TripAdvisor review, leaving little chance to remediate mid-stay. To close that gap and boost guest satisfaction and loyalty, SLS Las Vegas implemented Medallia Concierge’s messaging-based guest engagement solution.

Medallia Concierge enabled welcome texts, two-way messaging, targeted mid-stay promotions and integration with Amadeus HotSOS to auto-create service tickets. The program let staff handle multiple requests at once, reduced ticketing time and errors, drove foot traffic to outlets, and produced more positive TripAdvisor reviews and fewer negative posts—improving guest satisfaction, staff efficiency and revenue.

SLS Las Vegas

Michelle Huntzinger

Vice President of Hotel Operations