One of the most effective ways to turn the average guest into a loyal Marriott guest is through service recovery. Bad experiences are inevitable, but how your hotel handles the guests’ situation is critical to your success. If you are wanting to keep your guest satisfaction and ITR scores high, or increase your Bonvoy Loyalty sign-ups, you need to have the tools and a plan for your service recovery.

Rectifying a bad experience can turn a one-timer into a regular and improve your customer retention, because righting a wrong builds trust. If your guest can trust that, in the event of a mess up, your staff will show up strong, that’s something to write home about. 

Or, in the case of the hospitality industry, something to write a great review about. 

Why a bad review could turn into a great one

Did you know that the average person will tell 15 people about a bad customer service experience? That number goes way up after they’ve written about their experience online. We’ve talked about the damage of a bad review - but bad reviews don’t come from mistakes, they come from unaddressed mistakes. The service recovery paradox is this: people are actually more satisfied after a service failure recovery than if nothing were to have happened at all. 

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The strength of the loyalty, trust, and connection is forged in the hard times, not the good ones — just like any relationship.

Kipsu saves the day

Kipsu’s guest messaging has proved time and time again that it is an effective resource across Marriott properties for service recovery.  Engagement between guests and staff, and keeping documentation of conversations, are very useful in rectifying bad experiences and preventing bad experiences in the future.

Keeping conversations documented and all in one place, like through a guest messaging system, can significantly benefit your operations in multiple ways. Beyond pinpointing pain spots and highlighting great service moments, these records serve as a valuable resource for reflecting on trends over time. By regularly capturing interactions with guests, you not only track customer feedback but also gain insights into recurring issues or successes. This proactive approach enables your team to anticipate and address concerns before they escalate, while also reinforcing positive practices that contribute to exceptional guest experiences. Furthermore, documenting these instances fosters a culture of continuous improvement, where employees learn from both challenges and triumphs, enhancing their skills and effectiveness in delivering outstanding service. 

Read the reviews!

Our Marriott partners have seen great success through Kipsu in their reviews. Just take a look at their TripAdvisor reviews showing how Kipsu helped with service recovery:

Christopher is hands down the best in hospitality

“Booked online through Expedia checked the online reviews and seemed more good than bad.  Got here  was greeted by Christopher and from the get go was very accommodating very professional and seemed to take an interest in getting to know my wife and I.  Had a couple issues with the room but was quickly rectified by Maria via text and Christopher at the front desk.  Very happy with the hotel and pool area.  The entire staff was very attentive and overly welcoming.  I would recommend this place to anyone wanting to stay in south beach and please when you do tell Christopher that Mr Pete from Jersey says hi.”
- Royal Palm South Beach, Tribute Portfolio

Superb Customer Service

“We stayed at the AC in March as my husband had a conference. We loved the hotel, room, pool and the staff is superb. Upon our departure I realized at the airport I left my I pad and headphones in the safe in our room. My husband was calling the hotel the same time they were calling us. The also had sent us a text before calling us. That is GREAT customer service!! Thank You AC team for your help as we were able to retrieve my items. We will be back!!” 
‍- AC Hotel San Juan Condado

OUTSTANDING HOSPITALITY

"Great hospitality in part, due to Giovanni, who greeted us upon arrival and immediately made us feel right at home. Giovanni continued with that spirit of hospitality throughout our entire stay. Also received a couple of texts from Jerry, who checked to make sure there weren't any opportunities for improving our stay. It's that kind of care and concern that will have us returning to the TownePlace suites Galveston island again. Keep up the GREAT WORK!"
- TownePlace Galveston Island

In the realm of customer service, challenges are inevitable, but how we respond to them defines our success. By enabling guests to offer in-the-moment feedback through a guest messaging platform like Kipsu, Marriott teams are able to intercept potential problems before they become negative reviews. A strong service recovery plan will lead your hotel to increased guest loyalty and boosted ITR scores. Leverage guest messaging and level up your service recovery performance. Kipsu has brought success to Marriott hotels beyond service recovery; take a look at Marriott’s quick ROI with guest messaging!