HospitalityVerified DeploymentJune 2026
Transforming In-Stay Guest Experience & Direct Booking Engagement for Luxury Resort Group
Enterprise ProfileLuxury Boutique Resort Group (6 Properties)
The Operational Challenge
Disconnected guest communication across OTAs, fragmented room service requests, and delayed feedback collection leading to negative public reviews.
The Kommify Architectural Solution
Deployed an in-stay digital concierge on WhatsApp, automated pre-arrival registration workflows, and proactive post-checkout sentiment capture.
Strategic Engineering Approach
- 1Created contactless pre-arrival WhatsApp check-in passes sent 24 hours prior to guest arrival.
- 2Implemented an in-stay digital concierge allowing guests to order in-room dining, book spa appointments, and request housekeeping over WhatsApp.
- 3Configured proactive post-stay Net Promoter Score (NPS) surveys with automated escalations for ratings below 4 stars.
Implementation & Integration
- Integration with Property Management System (PMS) webhooks for instant guest check-in/out triggers.
- Multi-department ticketing routing: Housekeeping, F&B, Front Desk, Concierge.
- Rich Google RCS marketing campaigns for seasonal loyalty member offers.
Verified Telemetry & Outcomes
4.8 / 5
Average Guest Satisfaction Score
Instant response times to in-room requests significantly elevated guest reviews.
2.4x
Ancillary Service Bookings
Spa and dining revenue grew through timely, non-intrusive in-stay WhatsApp prompts.
92%
Post-Stay Survey Completion
Simple 1-tap WhatsApp star ratings dramatically outperformed email surveys.
Kommify Technologies Deployed
WhatsApp Business APIGoogle RCS Verified MessagingKommify Multi-Department Workflow EnginePMS Event BridgeSentiment Analytics & NPS Module