The Hilton Grand Vacations Club at MarBrisa has 14 Villas nestled on 43 acres of lush landscaping in Carlsbad, CA. Classic Spanish Mediterranean-style villas offer panoramic ocean and park views with an incomparable location close to all the best that Southern California has to offer.

“Zingle has become an extension of our brand voice as our guests love texting us for anything they need. Zingle helps us fulfill requests and resolve issues faster than ever before and it’s an important part of our guest experience.”

- Mitch Milner, Director of Guest Services

The Challenge

Focused on providing the best guest experiences while improving operational efficiency, Hilton Grand Vacations Club at MarBrisa was looking for a guest messaging solution that will help expedite questions and requests while reducing call volume for the customer service team to improve efficiency.

The Solution

MarBrisa Resort partnered with Zingle to create a texting program that engages guests throughout their entire stay starting with a welcome message. Aside from guests texting in for service and questions, mid-stay and end-of-stay surveys were also sent out to ensure guests are happy throughout their entire time at the resort.

The Results

25% Reduction

in call center volume

15% Boost

in guest satisfaction score

110% Increase

in employee satisfaction score, from 40 to 84