TripAdvisor, the most popular hotel review site, has been an integral part of hospitality for more than 20 years. Travelers from around the world rely on guests’ feedback on TripAdvisor for the best places to stay and things to do in various locations, and a good TripAdvisor rating can make a significant impact on a hotel’s success.

Accor sets a standard for innovative hospitality that focuses on creating meaningful experiences for their guests. Their exceptional, personalized service is what makes their guests excited to return. One way Accor hotels have been able to elevate the experience is by using hotel texting systems like Kipsu. Kipsu has been able to connect guests with staff through guest messaging, helping hotels create a wonderful, memorable stay. This texting feature has brought MANY great reviews to TripAdvisor, sharing their love for hotel texting and their excitement to come back.

So what is it about guest messaging that takes the experience to the next level? To answer this question, we took a look at TripAdvisor reviews from our Accor partners. There were several reasons why guests love Kipsu, so we’ve made it simple and compiled the reviews to help further understand Accor’s guest sentiment..

Boost positive reviews with service recovery

Time and time again, hotels are able to garner more positive reviews through service recovery. When you attend to guests’ issues and resolve them quickly, they are more likely to leave a glowing review about your exceptional service and recommend others to book a stay at your hotel. From keeping guests updated on maintenance, to checking in with guests mid-stay, hotel texting is a great way to quickly resolve their concerns. Just read these stories from guests who stayed at an Accor property!

“During my stay I received a text asking me how my stay was going out of 10. I gave a number and figured that would be the end of it. It was soon followed up by a question as to why it wasn’t a 10 out of 10. Ok Chat GPT if you really want to know.. So I texted a few minor things, and figured that would be the end. I figured it would go into the ether. Wrong. Later that afternoon I got a call from management following up on my text seeing how they could make it right. That is the impression I get from every staff member I talk to. How can we make it right for you? The hotel is really trying hard to make each guest have a wonderful time there. I would happily go back again and recommend it to anyone. It is really nice to see a hotel be so proactive in caring about their guests.”
Fairmont Le Manoir Richelieu, June 2024

“On arrival we were made to feel welcome by Anna from Munich who also showed us to our room on the 5th floor. We were advised that the pool was out of service currently, which was very disappointing given that one of the reasons for our short break was to relax and swim. However, I received a text from the duty manager stating that they hoped the pool would be fixed by the following day, which it was! The duty manager Giovanni sent another text confirming we could use it. Every member of the team we came into contact with was friendly, efficient and warm. Well done team! Will we be back? Oh yes!!!”
The Savoy, March 2024

Elevate the experience with amenity awareness

If you want raving reviews, make sure your guests know about all of your amenities so they can fully enjoy everything you have to offer! With Kipsu, you can easily boost your amenity awareness by sharing the events that are happening each day, highlighting activities at your resort, or recommending any restaurant onsite. Here are some reviews where guests share their appreciation of informative texts during their stay.

“The team puts on all sorts of events and is in constant contact by text, checking in, asking if they can help and informing you of happenings around the property. 12/10 service. I’m not sure we could have asked for more in a resort getaway. We can’t wait to come back!”
Fairmont Orchid, February 2023

“Service - outstanding - very prompt and they have a texting system that allows you to text requests that made it really easy to sign up for activities and get information at the resort. The resort was fantastic and would definitely stay here again.”
Fairmont Kea Lani, Maui, June 2022

“Stayed for our Honeymoon in Whistler. Upgraded to Gold Club. Amenities and Gold Club lounge was excellent. Concierge service over text was very responsive, engaging and provided great service, support and recommendations for Whistler activities including support in booking and getting reservations - GREAT WORK TEAM!”
Fairmont Chateau Whistler, June 2024

Communicate the way guests want to communicate

Perhaps one of the best ways guest messaging elevates the guest experience is through the ease of communication. Texting is the new norm for communication, so many travelers appreciate when they are able to communicate with the front desk via text. The efficiency and convenience of sending a message anytime, anywhere, has increased the guest engagement and improved overall service. Kipsu’s guest messaging makes interactions between staff and guests seamless and stress-free. Here is just a snippet of MANY guest reviews that rave about the hotel’s texting feature.

“I also received a text on my phone advising I could text them if I needed anything. Of course there are phones in the room available as well but it shows they adapt to how people may prefer to communicate. I felt like royalty staying here and wished I could’ve stayed longer.”
The Savoy, May 2022

“The online staff and concierge were also amazing. We received frequent texts from Kaitlin and Lissette, checking in on us and making sure we had everything we needed. It was so convenient to have their help just a text away.”
Fairmont Grand Del Mar, April 2024

“Every staff member that I came across was really lovely and super helpful. This includes the concierge who made the text communication so easy and seamless.”
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“The concierge service through text was extremely helpful and saved a lot of time. We will definitely return in the future.”
Fairmont Banff Springs, 2024

“Every staff member was very friendly, helpful and welcoming. Cedric the valet was a delight and the valet service was easy. I could text to have the car brought up ahead of going downstairs to reduce waiting time. Would stay here again and recommend.” 
Swisshotel Chicago, October 2023

“The best of all was all the friendly staff everywhere. The Fairmont Gold guest services were always just a text away, the best way to communicate! Why don’t more hotels have this!?! Can’t wait to go back!!!”
Fairmont Chateau Whistler, June 2021

“I loved how they send a text at check in and you can text any questions instead of calling the front desk.”
Fairmont Orchid, April 2023

“Interaction with staff was super easy, thanks to their text message option, which we used several times to correspond with the front desk or housekeeping, without ever having to leave our beautiful suite. Can’t wait to return to Maui and this terrific resort.”
Fairmont Kea Lani, Maui, May 2021

“The perfection of Fairmont at its best. Location obviously epic. As frequent Accor guests we are accustomed to the high-level customer service and we weren't disappointed here. Easy text communication made the trip even more relaxing and stress free.”
Fairmont Chateau Lake Louise, July 2024

The reviews are in!‍

Guests LOVE guest messaging. As Accor continues to bring innovation to hospitality and transform guest experiences, Kipsu’s guest messaging continues to be the tool that fulfills the needs and expectations for both guests and staff alike.

Ready to start driving recommendations and brand loyalty to your hotel? Check out Accor’s success with Kipsu in our free webinar, or schedule a conversation with us today.