Pelham Court Hotel - Case Study

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Located in the heart of Newport’s Harbor Front district, Pelham Court Hotel is literally steps away from the best restaurants, night life, shopping, beaches, boating, tennis and fun that Newport has to offer. Constructed in 1870 as a carriage barn, Pelham Court’s original building is listed on the national register of historic buildings.

Operating with a team of less than 10, the historic Pelham Court Hotel was seeking a tool to optimize their hotel operations. Not wanting to be tied down to phone calls, it was important that their solution automate their guest engagement and communications.

Whistle was introduced for their automated messaging services, in order to reach a wider guest audience. With Whistle’s Automated Messaging, hotels can create an entire workflow to automate the guest journey and all interactions, based on their phase-of-stay. The Pelham Court Hotel now automates interactions during booking confirmation, day of arrival logistics, mid-stay satisfaction surveys, and departure information.

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Whistle employs the use of AWS Elastic Beanstalk, an easy-to-use service for deploying and scaling web applications, which powers the millions of automated messages sent on a monthly basis. Elastic Beanstalk has made it possible for Whistle to give hotels the power of reliable and customizable automations with their guests.

The Pelham Court Hotel has seen dramatic success with Whistle, surpassing all expectations. On an ongoing, monthly basis, over 90% of the hotel’s guests are engaged in automated messaging conversation. In August, 2020, 228 of their 244 (93%) guests were attended to automatically.

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Jay Huhn, General Manager of Pelham Court Hotel, says, “Whistle has created a completely contactless experience for guests at our property. The guests love the system, and are engaged from the first point of contact, through check-out. The system makes the guest feel like we are available to them 24/7, when in reality, most responses are automated and feel like a real person is on the other side!”

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