Case Study: Talbott Hotel drives incremental revenue with Medallia Concierge

Talbott Hotel Taps into Text Messaging to Drive Incremental Revenue

The Talbott Hotel, located in Chicago, sought a way to deliver a more personalized guest experience and drive incremental revenue. To achieve this, they partnered with vendor Medallia Concierge to utilize text messaging as a primary communication channel for guest requests, including late checkouts and extended stays.

Medallia Concierge implemented a texting program that engaged guests for services like valet pickup, dinner reservations, and promotions. The solution enabled the hotel to generate significant additional revenue, including an extra $3,000 per week from late checkouts and $2,000 per week from extended stays, while providing faster and better service to their guests.

Talbott Hotel

Shane Prince

Director of Rooms