Case Study: Holiday Inn Club Vacations safely reopens resorts and boosts guest satisfaction and NPS with Medallia Experience Cloud

How Holiday Inn Club Vacations leverages fast, actionable feedback to safely reopen resorts

Holiday Inn Club Vacations, a vacation-club operator that closed 29 resorts at the start of the COVID‑19 pandemic, needed to understand owner and member sentiment and comply with rapidly changing local and national safety guidelines as it prepared to reopen. The company partnered with Medallia, deploying the Medallia Experience Cloud including strategic surveys, Medallia Digital feedback forms and Text Analytics to capture real-time feedback on cleanliness, health protocols and digital touchpoints.

Using Medallia, Holiday Inn Club Vacations turned voice-of-customer insights into immediate actions (restoring floor plans, adding pool signage, increasing room inspections, streamlining virtual check-in, etc.) via Health & Safety dashboards and weekly reports; those changes produced measurable impact: a 16‑point NPS gain, 41% increase in customer satisfaction, 21% rise in Medallia user engagement, a drop in guests “feeling constrained” from 17% to 7.8%, and positive enjoyment rising from 55% to 74.5%.

Holiday Inn Club Vacations

Nicole Myers

Vice President, Customer Experience