Personalized service continues to be a growing hospitality trend in 2025. Guests are wanting to stay at hotels that elevate their experience through personalized recommendations, activities, and guest service. Hotels need to be bringing top-notch service that is customized to each of their guests’ needs in order to stay competitive. That is where guest messaging comes into play.

Guest messaging has become a valuable resource that front desk staff can leverage to take their service to the next level. By creating personal conversations between guests and staff, hoteliers see a huge boost in guest satisfaction, and receive an increase in raving reviews. To show you just how valuable guest messaging is, we have gathered REAL reviews and conversations from Kipsu’s partners. Take a look at how front desk staff use hotel texting to personalize their service, and why guests love this feature!

Conversations

TripAdvisor Reviews

“Enjoying my stay at this old Florida style hotel. Rooms are completely remodeled and lovely. Staff is beyond friendly from property managers to staff at the wonderful restaurant on site! They send daily checks via text to see if you need anything, so personalized, it's like home away from home. The suite I'm in has 360 views of ocean and property. Can't ask for anything better.”
- Rainbow Bend Resort, Marathon, FL

“Throughout my stay I received personalized texts from the staff(The only other place I’ve had this personal experience is the Lowes Hotels in Orlando) ensuring my stay was perfect and that they were there if I had any questions..”
- Plaza Beach Hotel - Beachfront Resort, St. Pete Beach, FL

“Excellent experience! This is a wonderful modern, clean, safe and happy hotel. My family and I stayed for Lollapallooza and the location was perfect, and security and safety were top notch. Especially enjoyed the ceramic mugs for in room coffee and the responsive & personalized text messages from customer service. Would definitely stay again!”
- Swisshotel Chicago, Chicago, IL

“I then got a text message from Andrea, the front office supervisor, inquiring if we needed anything to help improve our stay. I responded and thanked her and told her how wonderful Darrell was and she and Darrell both responded back confirming that it was really them and not a "canned" response. Talk about personalized service! In the morning I received a message from Derek at the front desk thanking us for our stay and telling us the easiest way to check out. The hotel was centrally located to everything. I would definitely stay here again. Great job 👏”
- Doubletree Hilton Boston-Cambridge, Boston, MA

“I can't say enough about this property! Was definitely not expecting the high level of service we received. From the moment we checked in, it was a personal experience worthy of a five star hotel. We received daily texts asking if there was anything the staff could do for us. Specifically Juliana the front desk manager and Christine. We received personal recommendations from staff for our daughter to use as a new resident of Nashua. And they helped us make fantastic dinner reservations. Valerie and Cindy make our stay very personal.”
- Courtyard Nashua, Nashua, NH

Are you ready to see your TripAdvisor reviews soar? Have you been looking for an avenue to bring more personalized service to your guests? Learn more about guest messaging and schedule a conversation with us today!