Commune Hotels launches personalized guest communication program

Commune Hotels and Resorts launches its personalized guest communication program powered by CheckMate. The service, which enables conversations between guests and hotels through any mobile channel, requires no app download, providing convenient means for two-way communication.
 
Guests at most Joie de Vivre and Thompson hotels can now check in, request an upgrade, get notified when their room is ready, report service issues, ask for restaurant recommendations, and order a car service, all by text. The rollout to Commune’s properties comes after the completion of a successful pilot program that demonstrated 75 percent of Commune guests engaged with their hotel via SMS at some point during their journey.
 
“In a world of immediacy, we were searching for a platform that would allow our team members to communicate with guests via text to provide more personalized service and deepen engagement,” said Niki Leondakis, CEO of Commune Hotels & Resorts. “CheckMate enables our team to care for and provide service to our guests via the same mobile devices they use when communicating with colleagues, friends and family. The convenience of not having to download an app for this service reinforces our goal of making life easier, not harder, for our customers.”
 
Commune ran a four-month pilot program of the CheckMate platform across 25 of its hotels from April to July. More than 24,500 Commune guests used the CheckMate platform to communicate with their hotel during the pilot.
 
Commune is rolling out additional CheckMate services to better prepare for their guests’ hotel arrivals. Seamless curbside check in will be available to guests of most Joie de Vivre and Thompson hotels, and guests who do advance check-in via their mobile device and provide a credit card for pre-authorization, will have room keys cut and ready upon hotel arrival.  CheckMate’s single-click surveys will also be available to guests via SMS, making it easy for them to share feedback and make requests during their stays.

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