Nemacolin Woodlands Resort, situated on 2,000 acres between Pittsburgh and Baltimore, implemented Digital Alchemy’s suite of online guest communication and digital marketing tools for hotels. Nemacolin uses Digital Alchemy’s pre-arrival confirmations, VIP welcome acknowledgements, post departure thank you messages, and guest satisfaction surveys.
“Customer service is the basis of everything we do at Nemacolin,” said Ashli Mazer, director of marketing and PR for Nemacolin Woodlands Resort. “Digital Alchemy’s programs and solutions please guests with instant service and free hotel staff to focus on other duties. Customer service is huge for us. Digital Alchemy’s email solutions enable us to connect with guests personally to offer amenities, respond to requests, and build stronger relationships.”
Nemacolin employs Digital Alchemy’s eSurveys to personally connect with guests after they depart. If there was an issue during their stay, Nemacolin can fix it before it gets to TripAdvisor. The guest stay information within Digital Alchemy’s eCustomer Service Portal helps Nemacolin better understand and serve its guests, Mazer said.