Escape Lodging Company owns, operates and manages several properties in Oregon and Washington. They wanted to decrease the amount of time spent manually maintaining guest profiles, and improve their guest engagement and guest experience.
Every morning each of the properties would look up the next day’s arrivals, and review each booking and each guest to determine if they had stayed before, and then manually merge any duplicate data. This process, depending on the number of arrivals, could take several hours. In addition, their master records could only maintain limited data, so if a guest had multiple contact points it had to be recorded separately in guest notes, or be removed from the master profile.
Guest recognition and loyalty programs were therefore difficult to implement and maintain, due to so many possible duplicate profiles and lost information. Escape Lodging Company realized they needed a better way of managing guest data and recognizing their returns.