SMS Request Report
The following report shows SMS conversations between hotel staff and guests during April of 2015. Distributed with permission of Caribe Royale Hotel & Convention Center
SMS Behavior Overview 300 Average daily SMS interactions 553 Total requests placed 1,189 Total mobile downloads 17,748 Total mobile touches in the last 30 days April 2015
Before arrival... April 2015 Guest Staff Messages 72404 Contact Hello Merideth, we look forward to your stay at the Caribe Royale Resort! Download our app for Resort Info, Event Information, Guest Requests and more. You can also reply to this text with any request before, during or after your stay. itunes: http://apple.co/1wtftbn Android: http://bit.ly/12vqwax Windows: http://bit.ly/18jxgfb 3/10/15, 3/10/15, 4:42 PM If you would like to download our app, there is a section with Local Recommendations and it shows the distance from the hotel to the restaurant if you would like to look there? Otherwise, I would be happy to suggest some restaurants that are close to the property? Message Send Stock Response Send Edit
April 2015 C. Davis Can I pay with debit at check in? Caribe Yes, however the funds we hold at check in will not be available to you. Guest response Staff response
April 2015 Verizon LTE Another quick question, do I need to be present at or can someone from my party/guest check in with my identification and payment card? No, you have to be present with your ID and payment card. Alright, thanks for all of your help. Message Send B. Vannasane 3/10/15 Stock Response Edit
While on site... April 2015 G. Robinson Are there any discounts for Disney available? Yes, there is. Just stop by our concierge desk located in the reception building. They are open from 7am - 10pm daily. M. Brand 4/10/15, 8:39 PM Oh no, Ms. Brand I m sending security right away! I ll have them deliver a couple of new key cards for you! e
Post stay... April 2015 E. Compton I called lost and found on Monday stating that I had left my poncho behind. They said they would call me back and they have not. I was in room 1634. K. Reynolds 4/11/15, 7:14 PM Yes, this is Kevin Reynolds we stayed at your hotel Friday, April 10 in room 2001 in tower two on the 10th floor. We left a notebook in the drawer of the table in the living room of the suite that belongs to my granddaughter. I wonder if you could see if its in the room and if you could text me back please. Its for her school and we do need to get it back if you find it. Thank you. Greetings Mr. Compton. We apologize that you have not recieved a follow up call regarding your lost and found inquiry. I have forwarded this message to our Loss Prevention Department whom handles all lost and found items. Thank you for you patience. Best regards.
Enhance their stay... G. Robinson Mr. Robinson, is there anything else I can assist you with? Thank you for asking. Do you have any travel agent complimentary upgrades for your Villas for this stay? Unfortunately, there isn't a travel agent's complimentary upgrade at this time. However, we do offer a travel agent rate when you book with us. Can I assist you with anything else? Close Forward Call Mo Flight is delayed 1.5 hours, so we won t get there till 2AM Hello Mr. Garcia, we have received your notification for a delayed arrival of approx 2AM. We look forward to your arrival. Message Stock Response Se Edit
April 2015 M. Moral Thank you! We are almost there. No requests for now but I wonder what the hotel does for kids who are celebrating their birthdays? It is my daughter's birthday tomorrow, Easter Sunday. Looking forward to our first stay at Caribe Royale. Hello! We are excited to celebrate with you :) We will send you a birthday surprise to the suite. Message Send Stock Response Edit
April 2015 Hello I am getting married today and then coming to stay in your hotel. Is it possible to have rose petals throughout the room and towels in the shape of a heart on the bed? 3/19/15, 10:49 AM Congratulations! We are so excited for you! Unfortunately we do not have any rose petals on property. If someone was able to bring rose petals to the hotel we could arrange room decorating for you. However, we do not provide that service. Congratulations! We are so excited for you! Unfortunately we do not have any rose petals on property. If someone was able to bring rose petals to the hotel we could arrange room decorating for you. However, we do not provide that service. A. Jahnke Can you do anything special for me and my bride? A. Jahnke 3/19/15, 11:21 AM I can pay its not a problem but I need something. The room cannot be empty A. Jahnke 3/19/15, 11:21 AM 3/19/15, 11:34 AM I will have a friend drop off the rose petals his name is Vytis Message Send Message Send Stock Response Stock Response Edit Edit
General comments April 2015 M. Dempsey Thank you and God bless you!
General requests April 2015 J. Henry Is my room available for check in yet? Thanks! Verizon LTE Unfortunately, not yet. I will send you a message as soon as it is though. Close Forward Call Mo T. Mawhinney 3/6/15, 5:39 PM Hello. Is there a shuttle service to city walk? Hi there! Unfortunately we do not have a shuttle service to City Walk. We would be happy to call you a cab if you would like?
April 2015 Guest Staff Carrier 12:34 AM 100% Q Messages 72404 Contact anything. If you want to enhance VIP service, use our free app. itunes: http://apple.co/1wtftbn Android: htp://bit.ly/12vqwax Thanks for the text. Can I get a late check out on Friday if available? Thank you. Send W E R T Y U I O P M. Evans 3/4/15, 11:52 AM Thanks for the text. Can I get a late check out on Friday if available? Thank you. 3/4/15, 11:53 AM 3/4/15, 11:56 AM Accepted. Sure - what time are you needing? A S D F G H J K L Message Send Z X C V B N M Stock Response 123 space return Edit
April 2015 Request R. Baez I would like to request a late check out on Sunday, please. Solution Good morning, you would have to contact the front desk for a later check out time. Dial 0 from your room or contact us at 407-238-8000.
Suggestions & Complaints April 2015 B. Hurley Hi. I'm completely bewildered. We just got back to our villa and it has not been cleaned yet (again). We did not have the DND up. But we will now be in for a while so now is NOT a good time but we will need this done later. My apologies Ms. Hurley. Would you like to have your room cleaned earlier tomorrow? I can call the Housekeeping Manager and put in that request for you.
April 2015 Good evening Ms. Keys. I am Bobby, one of the Resort Managers here at the Caribe Royale. Please accept my apologies for the service that you have received in such a short amount of time. Is there a way that I may be able to speak with you regarding your experience? That will be fine Ms. Keys. I will be back tomorrow at 4:00PM until 12:00AM. My colleague, Jimmy Miller will be here from 8:00AM until 4:00PM in the event that you wanted to speak with someone sooner. It is my pleasure Ms. Keys. I do apologize once again. Jimmy and I look forward to speaking with you tomorrow. Have a wonderful night!
April 2015 Top 5 requests placed Transportation information Special requests Check-in Check-out Disney tickets Thanks. Btw I really like this text ability. You guys have been very responsive by this method :)
Implementing SMS contextual messaging for communicating with guests in real-time scenerios is significantly impacting the Caribe Royale's guest experience, and saving the hotel thousands of dollars annually by removing the need for multiple vendors and their fee requirements. Being able to manage the SMS and guest request using the same central, cloud-based content management system (CMS) that operates a multitudes of their products on-site makes the process easy to use and is quickly adopted by hotel staff. Monscierge makes instant communication between hotel and guest easy and affordable. www.monscierge.com