Case Study: Kimpton Hotels & Restaurants achieves highly personalized loyalty and increased guest retention with Salesforce

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

Kimpton Hotels & Restaurants, a U.S. boutique-hotel pioneer with 62 hotels and nearly 70 restaurants, wanted to move beyond traditional points-based loyalty to build deeper, more personal guest relationships. The challenge was to create a CRM-driven loyalty program that aligns digital and in-hotel experiences, recognizes guests as individuals, and drives retention rather than offering a one-size-fits-all reward system.

Built on the Salesforce Platform and Marketing Cloud, Kimpton Karma uses a proprietary algorithm to score stays, purchases and behaviors (direct bookings, Wine Hour attendance, social engagement) and leverages Chatter so staff can share guest preferences across properties. The program delivers tailored content, surprise rewards and automatic alerts identifying guests likely to convert—helping Kimpton achieve top industry scores (93% customer satisfaction, 89% emotional attachment) and stronger guest retention.

Kimpton Hotels & Restaurants

Kathleen Reidenbach

Senior Vice President of Marketing