Case Study: Kimpton Hotels & Restaurants achieves hyper-personalized guest experiences and increased loyalty with Salesforce DMP

Kimpton Hotels & Restaurants gives personal service even more personality with the help of Salesforce

Kimpton Hotels & Restaurants, a U.S. pioneer in boutique hospitality with 62 hotels and nearly 70 restaurants, set out to replace a one-size-fits-all loyalty approach with something far more personal. The challenge was to deepen guest relationships and boost retention by creating “ridiculously personal” experiences that convert first- and second-time visitors into lifelong brand loyalists.

Kimpton built Kimpton Karma Rewards on the Salesforce Platform and Marketing Cloud, using a proprietary algorithm that weights stays and purchases alongside behaviors like direct bookings, event attendance, and social interactions, while Chatter lets staff share guest preferences for on-property personalization. The program powers randomized surprises and targeted outreach (for example, sending a guest a yoga mat after an Instagram post), helping Kimpton earn top satisfaction and emotional-attachment scores (93% and 89%) and better identify and convert high-potential guests.

Kimpton Hotels & Restaurants

Kathleen Reidenbach

Senior Vice President of Marketing