Berlin Encore Hotel & Suites - Case Study

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The Berlin Encore Hotel & Suites is a new, boutique hotel located in Berlin, Ohio, the heart of Ohio’s Amish Country. The hotel features an inspiring 20-foot-high atrium-style lobby complete with soft seating, rustic decor, exposed beams, fireplaces, and plenty of room to relax and enjoy the lobby. The hotel itself stands seven stories high with unmistakable curb appeal, remarkable guest rooms, luxury suites, and a gorgeous countryside view.

The Berlin Encore Hotel & Suites was looking for a solution which integrated with their existing Property Management System (PMS) and provided an effective, automated means to collect TripAdvisor reviews from their guests.

Without a compatible PMS integration, the process would have been entirely manual, and thus, ineffective. Gaining rank on TripAdvisor is paramount, especially for a new hotel working to establish themselves in their market. The importance of TripAdvisor reviews are well documented, as over 74% of guests visit TripAdvisor at one point during their path to booking (source). With a TripAdvisor review integration, the hotel can streamline the collection process, ensuring every guest is asked to rate their stay.

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Whistle provides a seamless integration with Berlin Encore Hotel & Suites’ PMS, in this case SkyTouch Technology, another AWS partner, which they were able to achieve with AWS Lambda and Gateway. Together, Whistle and SkyTouch are able to sync guest reservation data in real-time, ensuring accurate and timely automated messages are sent to guests.

Using Amazon Elastic Compute Cloud (Amazon EC2), a web service that provides secure, resizable compute capacity in the cloud, Whistle is able to deliver an effective TripAdvisor review engine to its customers. With dozens of instances running on Amazon EC2, Whistle is able to detect and collect all new reviews generated through its messaging system.

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Across three months, Berlin Encore Hotel & Suites was able to generate 65 new TripAdvisor reviews through Whistle, a whopping 37% conversion rate on guests who engaged with the review solicitation, and 28% overall. The hotel now enjoys its well-earned position as #1 in its city on TripAdvisor.

Braden Conn, of the Berlin Encore Hotel & Suites, says, “Whistle has been an extremely helpful tool in guest communication and customer satisfaction. Our front desk time spent on the phone has been reduced dramatically due to more communication being done over the convenience of text.”

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