An oasis off the Iowan freeway, the Hard Rock Hotel & Casino Sioux City has everything a business, vacation, or roadside traveler needs: an onsite restaurant, rooms with the signature Hard Rock flair, and stellar guest service amplified by hospitality messaging!

A nice surprise off the highway 

Whether it’s the thralls of summer vacation season, or business travelers coming for a conference, the Hard Rock Hotel & Casino Sioux City always has a good vibe, said Emily Merryfield, Assistant Manager of Hotel Operations. 

“People get so excited about us,” she said, of the unexpected location. “It’s cool to see something like this in the Midwest.”

Merryfield, who moved to Sioux City, Iowa from Wyoming for college and has stayed ever since, loves meeting new people on the job. 

“It’s really cool to be able to listen to people's stories and where they're from, and things like that. I think that's my favorite part,” she said, as someone who doesn’t travel as much herself. “Something new comes your way every day.”

This location is unique due to its historical value, Merryfield explained—it became a Hard Rock eight years ago, but the building was built back in 1906. Going through huge historical events like the Great Depression gives a building character that a brand new building just doesn’t have, she added, which adds to the draw.

As easy as sending a text

Like any hotel, taking care of guests and making sure they have what they need for a great stay is top of mind for Merryfield and her team. Kipsu users since 2018, they use hotel texting “all the time” to contact guests and check in.

“I’ve noticed that people are a little more uncomfortable with calling [these days] if they need somebody, and texting is just so much easier with everybody having cell phones,” she said. 

Using Kipsu for welcome messages, texting guests when their room is available if they arrive early, and even for room service, hospitality messaging is part of the front desk’s daily routine. Since the hotel can get noisy between the casino and onsite restaurant, texting also comes in handy when a phone call might be difficult to hear, Merryfield added. 

“Kipsu has definitely come in handy for things like that,” she said. Plus, the guests love it—many send photos of anything they have an issue with in the room, and repeat guests even save the Kipsu number for this Hard Rock location to text to book a room directly.

“We’re always here [at the desk], if there’s a question, we have someone here,” Merryfield said. “Kipsu has really helped us communicate and connect with guests and get things taken care of right away.”

Making it special 

Not only can hospitality guest messaging help resolve issues quickly and create a seamless channel of communication with guests, but also be used to make a stay extra special.

If it’s a guest’s birthday or anniversary, Merryfield and her team will tell guests to come to the front desk for drink vouchers or restaurant vouchers, on the house. 

“We want to help them celebrate,” she said. Without hospitality texting, the team may not know about a guest’s special occasion, but with the opportunity to send a simple text, a day can be made. 

“People let us know how amazing of a stay it was,” she said, of responses afterwards and surveys sent via hotel texting. “We get really great ratings and feedback.”

The Hard Rock Hotel & Casino Sioux City is just one property of hundreds using a hotel text messaging system to provide stellar guest service—learn more about top hotel texting services today.

If you're interested in sharing your own story about using Kipsu, send us an email at hello@kipsu.com