Case Study

Increased hotel revenue through Akia guest messaging

Heather shares how Akia had unexpectedly driven thousands in revenue to the hotel's spa business.

The Bellmoor Inn and Spa outdoor area

No contact, no problem

This family-run hotel sits right in the heart of the East Village Arts District of downtown Long Beach — a vibrant, walkable neighborhood filled with local restaurants, coffee shops, and art galleries.
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The property deployed Akia to facilitate contactless communication with their guests during these turbulent times with Covid-19. By allowing the staff to engage and communicate with guests over text messaging, they were able to reduce staffing hours at the front desk and minimize contact with guests while maintaining their service level to the same high standard as before.
guest is using registration card to check into hotel

Online Reviews

In today’s digital age, many guests will go straight to TripAdvisor or Google to look at the reviews about hotels when they are planning their trips. According to studies, about 82% of consumers read reviews of local businesses before making any decision on a purchase, and negative feedback and reviews can directly impact a business’s bottomline.
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Hotels may have seen their online reviews skewing unfavorably. Happy guests who had great experiences often forget to share their stories and reviews after they have left the property, but unhappy guests will make sure their voices are heard by leaving negative feedback.
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travelers sitting and waiting

Reputation Management

With Akia’s Reputation Management, guests will automatically receive reminders via text messages after checking out to provide feedback. This provides an opportunity for hotels to catch unhappy guests before leave any nasty reviews online, but Akia will also nudge and encourage satisfied guests to leave you those glowing 5-star reviews on Google or TripAdvisor.

By enabling this simple — yet powerful — automated process, many of our hotel clients are seeing over 100% increase in their 5-star reviews on TripAdvisor and Google.
improving hotel reputation example
improving hotel reputation example

Reputation Management

With Akia’s Reputation Management, guests will automatically receive reminders via text messages after checking out to provide feedback. This provides an opportunity for hotels to catch unhappy guests before leave any nasty reviews online, but Akia will also nudge and encourage satisfied guests to leave you those glowing 5-star reviews on Google or TripAdvisor.

By enabling this simple — yet powerful — automated process, many of our hotel clients are seeing over 100% increase in their 5-star reviews on TripAdvisor and Google.
blue mountain mist cover photo
Heather, Spa Director at The Bellmoor
Testimonial
Heather Pleasants
Spa Director
We utilized Akia to broadcast a message to guests on Friday before they checked in for the weekend. We were unsure if we would even get any responses, and kept our expectations low. Not only did they respond to the texts, but we had a terrific response! We did a total of 18 massages that weekend, totaling over $2,000 in extra revenue.
team chat being used to communicate that a lightbulb needs to be replaced

Streamlined service

Additionally, they found that they were able to streamline internal communications and operations with their Housekeeping, Maintenance, and Management teams by leveraging Akia’s Team Chat.

While servicing the suites, the housekeepers are able to send messages through Akia’s mobile app to alert maintenance of any potential issues or damages that need to be addressed, or to send requests to management to place new orders for supplies. Best of all, they are able to quickly send a photo of the issue or an item they need — a picture is worth a thousand words!

Out with slow processes

As a hotelier, you know that having guests review and sign forms is a necessary part of the hotel stay. It may not be the most exciting part of the vacation, but guests need to agree to policies before they can begin their stay. Usually, properties have guests sign paper forms at check-in, which can keep weary travelers from getting to their rooms as quickly as they’d like to.
hotel front desk employee talking to two guests

Digital Registration Card

Glen Ivy Hot Springs is utilizing Akia’s registration card feature to have guests fill out digital Health Screening Questionnaires. This means that Akia is regularly screening arriving guests for symptoms all while minimizing direct contact between the guests and staff members.

Guests receive a link to sign the registration card prior to check in. All registration cards can be easily retrieved digitally or printed out physically after guests have signed.
example of how a hotel screens guests' health before check-in
digital agreement template sample

In with Digital Agreements

To streamline this process, Akia has created an Agreement Template, which is a form of a digital attachment that can be dynamically generated and texted to hotel guests. Once the guest receives the agreement, they can review the content of the template, fill in required and optional information, and sign the digital form. The agreement can consist of content such as hotel policies or COVID-19 screening questions that guests can fill out promptly prior to their arrival.
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In with Digital Agreements

To streamline this process, Akia has created an Agreement Template, which is a form of a digital attachment that can be dynamically generated and texted to hotel guests. Once the guest receives the agreement, they can review the content of the template, fill in required and optional information, and sign the digital form. The agreement can consist of content such as hotel policies or COVID-19 screening questions that guests can fill out promptly prior to their arrival.
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digital agreement template sample

Less time on paperwork, more time for activities

However, we have seen the agreement templates used in other unique ways that can further streamline operations for hotels and resorts and enable great guest experiences. Whether it’s a waiver for that kayak rental out on the lake or a private sleigh ride in winter wonderland, guests can easily fill out forms digitally right on their mobile phones and quickly get started with the fun.
man laying on a pool floatie
Here's a quick look at the engagement we drove for Spa at The Bellmoor that weekend.
53%
57%
40%
New Bookings Created
51%
18
New Bookings Created
287
Average Number of Registration Cards Filled Per Day
6.6
Incremental Revenue
5.2
6.8
2:17
$2,000+
$19,000+
+142%
Engaged Guests
Engaged Guests
39%
0:24
57%
53%
82%

Blue Mountain Mist

Testimonial
Jason Ball
Owner & Innkeeper
“Ever since we started using Akia a few months ago, we noticed that we have gotten far more reviews on our TripAdvisor review page. It has been really beneficial to us so far. We don’t have to think about asking our guests to leave us a review anymore because Akia takes care of it.”
mourelatos lakeshore resort
sycamore mineral springs cover photo
Testimonial
Victor Beauchamp
General Manager
"Akia has been instrumental and a game changer as it allows us to shorten desk hours and reduce exposure risk for guests and staff during Covid while maintaining the same award-winning hospitality at the property. Additionally, Akia’s Team Chat has made it super easy for our staff to communicate with each other on the go. We are a cozy and unique property, so leveraging Team Chat has been great for us as it helps simplify our operations without adding any unneeded overhead for our teams.
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Akia provides a modern customer service experience, and I'm not sure how we would have gotten through Covid without it."

Mourelatos Lakeshore Resort

At Mourelatos Lakeshore Resort, guests can relax and enjoy onsite activities that the resort has to offer. During the summer months, the resort gets very busy and serves many guests looking to rent out kayaks and other equipment. In order to do so, guests must sign a liability waiver prior to renting the equipment. Before Akia, the resort manually handed out paper waivers for guests to sign, but this method was not efficient and slowed down the pace of the sign up process.

With Akia, Mourelatos improved this process by creating digital liability waivers from Akia’s agreements templates for guest to sign through their phone. This new contactless method has been tremendously helpful in reducing human contact and unnecessary paperwork. Now, guests can quickly get their rental equipment and go enjoy the activities.
Testimonial
Alexander A. Mourelatos
General Manager
“We are using agreements for Akia to send out digital liability waivers for equipment rentals to our guests. This is very helpful to us, especially in our peak seasons when our rental equipment is in high demand.”
lake clear lodge

Lake Clear Lodge

When you are a guest at Lake Clear Lodge, you are not only there for peaceful lodging but also for the many intimate experiences the lodge has to offer — special camp dinners to private sleigh rides in the winter snow, just to name a few! With many of the guests requesting to sign up for activities every day, it can get difficult to keep records of every single attendee.
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But with Akia’s digital sign up sheets, guests can sign up for the activity on their phone and receive a confirmation text within seconds of booking. All sign up sheets are available in Akia digitally and can be referred back to at anytime.
Testimonial
Yurgen Hohmeyer
Lodge Owner
“We like to offer our guests a variety of fun experiences during their stay, and Akia has made that more accessible to our guests. The digital sign up sheets helps us easily keep track of guest attendance and payment for the activities.”
Glen Ivy Hot Springs Director of Operations
Testimonial
Scott Whitaker
Director of Operations
We have been using Akia for food and beverage service in efforts to reduce touch points and help our guests feel safe. They can just simply text their food or beverage orders to us from their lounge chairs, or anywhere they are on the property. Akia makes this exchange safe and convenient for our guests.

Contactless Dining

With Akia, Glen Ivy can continue to run their food services in a safe and contactless manner. By texting “menu,” Akia sends a link of all the available food and beverage options. Through these links, guests can directly place their order, and Akia prompts the hotel to review the order and process the payment. After the order is submitted, guests receive a digital receipt and confirmation of their order.
ordering chicken nachos at a hotel through an online menu

Sycamore Mineral Springs Resort

Testimonial
Amanda Strachan
Rooms Division Manager
“We have been using Akia’s review management feature for awhile now, and we have gotten over a couple thousand 5 star reviews from our guests! We usually have our hands full, so Akia’s automation system for reviews makes it a lot easier for us to manage.”
the cliffs hotel and spa cover photo

The Cliffs Hotel & Spa

Testimonial
Travis Domingues
Rooms Division Manager
“We love engaging with our guests and hearing about their stay. Thanks to Akia, more guests have shared stories, photos, and their overall positive experiences with us. This also gives us a chance to respond to all the reviews and helps us stay more connected with our guests.”

Automation is everything

This is some text inside of a div block.
Working with Akia means these types of conversations happen daily, behind the scenes, and without staff intervention.

Guests who require assistance are appropriately flagged, where Domain Hotel's remarkable front desk team can step in and showcase their hospitality.

Dozens of messages come back in during a busy morning at Domain Hotel, but only a handful will need Justin and his team to actually step in.

The rest of it is handled by Akia.
Akia welcoming a guest and informing them about the check in time

WhatsApp Integration

Akia has the ability to send messages to foreign guests via WhatsApp. This allows our hotels who see a lot of international travelers to also stay connected with their guests in a familiar way.
automatically translating messages from English to French for international guests
Reservations Supervisor at The Santa Barbara Inn
Testimonial
Gwen Castro
Reservations Supervisor
We have been using Akia now for a few months and it has definitely made things at the front desk a lot easier, especially on those busy weekends! We have had many guest come in and ask “Who is Akia?” They are just wow-ed at how fast they can get a response and they don’t have to worry about getting put on hold.
Front Desk Supervisor at Santa Barbara Inn
Testimonial
Ryan Ledwith
Front Desk Supervisor
Guests love the option of texting us rather than having to call down to the front desk and the personalized text message before arrival makes guests feel welcome. Akia’s integration with AutoClerk is also huge for us. We don’t need to go in and enter data to a separate program as Akia links up seamlessly with what we already use.
Akia automatically marking a guest's message as a positive follow-up

More than just a tool.

Akia doesn't need a reminder to check in with guests. Additionally, the guests who reply, but don't need assistance won't end up creating more work for your team.

Artificial intelligence of this caliber, working alongside the front desk team, is what has helped Domain Hotel obtain new levels of achievement for the property.

Broadcast

Akia has the ability for hotels to broadcast messages to groups of guests. If you ever need to notify guests of incidents in a pinch, Broadcast means a previously 45-minute process now only takes 45 seconds.

Useful for alerts or letting guests know about special events. Akia is TCPA compliant out of the box, so you don't need to worry about handling unsubscribes to marketing messages.
using broadcast messaging to inform every guest about free drinks and snacks
sample of broadcast messaging filters on mobile

Mobile Broadcast

Benjamin recalls a story about ONE EARLY morning, when the hotel lost all hot water.
"Normally, I ask my front desk staff to call every room in house, and notify each guest of the situation. This process can take between 30-45 minutes and normally results in several unanswered calls.

With Akia, that changed instantly. I can now easily pull out my phone, tap a button, and broadcast a message to all in house guests and consistently keep them informed of our progress throughout the day.

This significantly cut down on labor time, long distance charges, and annoying phone calls. Our guests were extremely grateful for the constant and convenient updates; our quick response using this system actually led to perfect review scores from our affected guests. You can't ask for a better outcome."

See it in action.

Use hotel text-messaging to drive guest engagement and direct bookings today.

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