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

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

Kimpton Hotels & Restaurants, a pioneer of the U.S. boutique-hotel movement, set out to replace a one-size-fits-all loyalty program with a more personal approach that would deepen guest relationships and boost retention. The challenge was to create a sophisticated CRM and loyalty system that aligned digital and in‑hotel experiences, identified guests most likely to become brand loyalists, and delivered delightful, non‑intrusive surprises that reflect individual preferences.

Kimpton built Kimpton Karma Rewards on the Salesforce Platform and Marketing Cloud, using a proprietary algorithm that factors in stays, purchases and behaviors (booking channel, event attendance, social interactions) plus staff-inputted preferences via Chatter to trigger personalized offers and randomized surprises. The result is highly tailored guest journeys that helped Kimpton achieve top industry scores (93% customer satisfaction and 89% emotional attachment per Market Metrix) and improved conversion and retention of first‑ and second‑time guests.

Kimpton Hotels & Restaurants

Kathleen Reidenbach

Senior Vice President of Marketing