How Vintage Hotels drives guest engagement with Ivy, Revinate’s AI-powered text messaging solution

The brand

Classic Inns, owned by Lais Lodge Houses Constrained (LHPL), is a selection of luxurious lodges in Southern Ontario, Canada. Situated in the coronary heart of wine country in the Niagara-on-the-Lake region, each and every of Vintage Hotel’s homes features guests a unique and individualized working experience. By doing work with regional farmers, vintners, and artists, Vintage Motels has crafted an unparalleled expertise for guests showcasing world-course spas, fantastic dining, and good wine.

The problem

The govt workforce at LHPL was searching to achieve 3 crucial plans when they began seeking for a mobile guest engagement platform. First, they needed to increase their visitor gratification — they knew that additional engagement with company would enable. Next, they required to guarantee that any difficulties guests experienced in the course of their stays were surfaced to staff and fixed even though the company had been however on residence. And third, they needed a way to travel outlet earnings from on-home company.

The answer

Immediately after an in-depth overview of attainable methods, Classic Hotels picked Revinate Ivy.

“Implementing Ivy will give our company a issue-of-speak to at any issue through their continue to be, no subject the hour or location,” says Bob Jackson, Main Govt Officer of LHPL. “This will further improve our guests’ satisfaction and absolutely free up our personnel to build far more significant visitor connections and ordeals.”

A thirty day period before the pandemic strike, Classic Lodges rolled out Ivy®, the award-profitable electronic concierge. Taking a hub-and-spoke method, the corporate group set up the essential campaigns and responses but also educated the entrance office workforce at just about every of the resorts to react and have interaction with company.

Ivy immediately reaches out to company adhering to verify-in to offer you support and remedy thoughts about shops and solutions. And Ivy reaches out once again 30 minutes afterwards with a exciting message encouraging friends to acquire benefit of the Monet-motivated inexperienced area, which is best for selfies or “Santa-spotting” in the winter season. And at the end of the stay, Ivy reaches out for suggestions and encourages visitors to go away a assessment with Tripadvisor. Moreover, Ivy has been utilised for advert hoc cases, this sort of as when the electric power went out at a house and team required to continue to keep friends informed about the scenario.

The outcomes

There is no question that Classic Hotels got fortunate with getting Ivy in area next the pandemic. When need returned but lodge staff was however constrained, Ivy was there to assure guests had an effortless way to get all the info they necessary for a terrific stay, which includes outlet several hours, points of fascination, and extra. Ivy also allows friends to effortlessly choose out of stayover cleaning, allowing assets to be directed in which they are required and permitting guests to personalize their continue to be.

“In the times of people remaining reliant on their mobile units [. . .] it is all-natural and consumer welcoming for attendees to use Ivy as an alternative of choosing up the telephone,” notes Kelly Exelby, General Manager of Prince of Wales. “A key element to Ivy’s results at our inns is that, even with the messages staying predominantly automatic, our visitors really feel like they are chatting to a person immediately. And so, the expertise with Ivy is remarkably personalized. This can be noticed in our guest gratification surveys, which generally spotlight and thank Ivy for furnishing ‘exceptional company.’”

Eventually, for the reason that Ivy reminds guests about the outlets and answers guests’ concerns in genuine time, outlet income is raising.

Nowadays, for the reason that so substantially visitor engagement is routed as a result of Ivy, the phones at the front desk are significantly quieter. This makes it possible for workers to engage in better quality conversations in the course of face-to-confront interactions. Very best of all, it is crystal clear that Ivy is obtaining an effects on visitor sentiment as ‘she’ is pointed out by name in visitor reviews and scores have amplified demonstrably pursuing the roll-out of Ivy.