Commune Hotels + Resorts has debuted its personalized guest communication program—a mobile text-based service powered by travel tech company CheckMate that facilitates two-way communication between guests and hotels.
“In a world of immediacy, we were searching for a platform that would allow our team members to communicate with guests via text to provide more personalized service and deepen engagement,” says Niki Leondakis, CEO of Commune Hotels + Resorts. “CheckMate enables our team to care for and provide service to our guests via the same mobile devices they use when communicating with colleagues, friends, and family. The convenience of not having to download an app for this service reinforces our goal of making life easier, not harder, for our customers.”
The service allows guests of most Joie de Vivre and Thompson hotels to check in, request upgrades, report service issues, receive restaurant recommendations, order car service, and receive a notification when their room is ready.
More than 24,500 guests across 25 Commune properties reviewed the CheckMate platform during a four-month case study that revealed a high demand for personalized communication. Results specifically indicated that 75 percent of guests opted to use the service before, during, and after their stay.
Of the guests who began using the service before their arrival, 1,916 guests requested room upgrades and paid amenities, while 2,613 guests utilized the service’s in-stay feedback prompt.
Commune is now preparing to launch its Seamless Curbside Check In service, which will allow guests of most Joie de Vivre and Thompson hotels to check-in using their mobile devices as well as provide a credit card for pre-authorization. Room keys will then be ready upon their arrival.
