Case Study: Ginger Hotels achieves 4x more customer feedback and richer guest experiences with OpenMarket's Mobile Engagement Platform

How intelligent mobile engagement helped Ginger Hotels create a richer and more rewarding experience across the customer journey

Ginger Hotels, which operates 42 properties across India, faced rising guest expectations and common pre-arrival anxieties — guests arriving without directions, WiFi or an easy way to give feedback. To deliver timely, two-way communications that improve pre-check-in information and feedback collection, Ginger Hotels partnered with OpenMarket.

OpenMarket deployed its Mobile Engagement Platform (MEP), creating automated SMS workflows (live in three weeks) that send personalized pre-arrival information, accept intelligent free-text replies, and trigger feedback requests at the right moments. The result: Ginger Hotels receives 4x more feedback, 67% of users rate the pre-check-in service positively, and the program helped drive stronger guest insights and operational efficiency — outcomes delivered by OpenMarket.

Ginger Hotels

Nikhil Sharma

Chief Operating Officer