TripAdvisor, the most popular hotel review site, has been an integral part of hospitality for more than twenty years. Travelers from around the globe provide 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. 

For smaller, independent hotels, good TripAdvisor scores and reviews are even more meaningful. At these unique properties, guest relationships are integral to keeping loyal customers. Engaging with guests and making meaningful connections is what makes guests feel welcomed, valued, and cared for. As the world becomes increasingly digital, the need for face-to-face interactions lessens and we lose those moments to connect. So how do hotels continue to create these relationships?  

When it comes to cell phones, it is often believed that they distract us from making connections with one another. Rather than having conversations face-to-face, we can keep our focus on scrolling through social media, watching video after video. However, being able to communicate digitally is an opportunity for hotel staff to make connections with guests they might have missed before.

Hotel texting is a great way to reach out to guests when they are not in their room and continue engaging in conversation beyond a front desk interaction. While it may seem contradictory, hotel texting can bring humanity in digital communication, creating genuine relationships. Guests do feel connected through texting, feeling there is a personal touch with the communication, leaving them with a great experience and a desire to stay again.

If this seems too far-fetched for you, don’t take our word for it. We gathered several TripAdvisor reviews from our partners that share the sentiment of feeling connected through Kipsu’s messaging system. Read these reviews to see how hotel texting actually makes guests feel the personalized experience they look and come back for at independent hotels:
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“From the moment we made our reservation, to the time we finally arrived home, the attention paid by all members of the hotel staff to ensuring that every aspect of our stay was faultless, was quite remarkable. The regular - but never invasive - text messages from the shift manager to ensure that we had everything we needed was a novel and thoughtful touch.”
Hotel Domestique - Travelers Rest, SC

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‍“Anne at the front desk was exceptionally warm and welcoming. We received a welcome text that added a personal touch to our stay. We will definitely stay again.”
The Inn By Sea Island - Sea Island, GA

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“Absolutely beautiful property and incredible accommodations. They even give you an arrival text which allows you to communicate with the office if there are any issues. As well they send a text the next day to check in on your stay. We never had any issues at all but I got the feeling this resort would do anything in their power to make sure you were a happy customer. 100% would recommend staying here.”
Crystal Cove Beach Resort - Tofino, BC

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“We had a great stay at the Beachview Club. From the Champagne greeting to the personal touch check in and text messages on how our stay was everything this was. True Southern Hospitality.”
Beachview Club - Jekyll Island, GA

“We had the BEST long weekend for Father's Day at L'Auberge de Sedona! They use a text system - if you want - for requests, and I had several, and they never tired of me and delivered each thing to our room quickly and with a smile each time! There's such an air of generous service in everything they do. We can't wait to go back!”

“If you’re still reading this - you must need more convincing. What sets L’Auberge staff apart from other places is how much they go above and beyond. Katie Cowan was a text away for anything I needed a few days prior to the wedding and to the day of (either that be an update if the flowers arrived or to assist my family from our cottage to the venue, etc.). I knew I could trust her and she absolutely delivered!”

“In the morning Jeannie from the guest service team sent me a text to check on how my stay was going, thought that was such a nice genuine touch.”
L’Auberge de Sedona - Sedona, AZ

‍“I received text messages that were not intrusive but asked if there was anything they could do. We had a faulty coffee pot and I let them know through text that we needed a new one and in 2 minutes there was a knock on the door. I almost didn't want to leave this fabulous review to keep this little gem to myself but this is too good to keep to myself. Thank you Plaza for still caring about your customers. It shows. Keep doing everything you're doing.”
Plaza Beach Hotel - Beachfront Resort - St. Pete Beach, FL

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“Besides the resort being absolutely breathtaking, the customer service was superb. A unique thing that they do is they text you. My bf and I loved this! We literally just text every time we had a question or needed something and they were extremely responsive. It was so convenient and added to our experience. We truly enjoyed our stay here and would stay here again and again.”
Sanctuary Camelback Mountain Resort & Spa - Paradise Valley, AZ

“This place is a gem. The service was great!! We would get daily text messages asking if we needed anything. If we did, they were at our door within seconds, yes, seconds. Always willing to make our stay great. I would definitely stay here again. Thank you to the staff for making our stay so memorable.”

“All of the staff - Eva, Elena, Maurin - are very friendly. The staff checked in with us each morning and evening via text to ask if we needed anything. That was a nice personal touch.”

“Enjoying my stay at this old Florida style hotel. 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. Can't ask for anything better.”

“We loved staying here and can’t wait to come back. Laura and her staff would text me every morning asking if we needed anything. Everyone who works there is so pleasant. It’s an old school Floridian feel hotel compared to the super fancy ones but I will assure you you will end up liking this one better :)”
Rainbow Bend Resort - Marathon, FL

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“The customer service went beyond anything I've experienced before. Staff made us feel very welcome and very supportive. We received a text as soon as we checked in so we knew that the staff was truly concerned about making sure we were settled in.”
Sundial Hotel - Whistler, BC

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“I LOVE how the office sends text messages to check in on your stay, the first time that has happened anywhere I've stayed, how's that for customer service? I would definitely come back and stay again.”
Grand Beach Resort Hotel - Traverse City, MI

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“What an amazing place! The staff really cared for us. I can tell they really look after their guests. The front desk sent me text messages to see if we needed anything. I like this little detail. If I needed anything, all I had to do was shoot them a text. I call myself a “ hotel snob”. I tend to only stay at 5 star hotels, so when I give a 5 star review, they have truly earned it!”
Chateau On The Lake Resort Branson, MO

Are you ready to elevate your guest experience at your independent property and have more reviews like this on your TripAdvisor page? Schedule a conversation with us and learn more about guest messaging today!