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August 23, 2017

MarBrisa Carlsbad Resort Boost Guest Satisfaction with SMS Text Messaging

David Wang

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About MarBrisa Resort

The MarBrisa Carlsbad Resort (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.


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. MarBrisa chose Zingle as their messaging partner due to the technology, automation capabilities and support that they needed to be successful.


MarBrisa partnered with Zingle to create a texting program that engages guests throughout their entire stay at the resort. Starting with a welcome message, MarBrisa immediately engages guests with a text message as well as a notification when their room is ready. Mid-stay and end-of-stay surveys are sent out to ensure guests are happy throughout their entire time at the resort.


Through text message engagement with guests, MarBrisa saw a 25% reduction in call volume while boosting guest satisfaction scores by 15%. Additionally, MarBrisa employees were also more efficient and happy with employee satisfaction score increasing by 110% from 40 to 84 after using Zingle.


“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 MarBrisa Carlsbad Resort

If you would like to learn more about how business SMS can improve your guest experience, talk to us today. We can help you map out your texting program to fit your needs and achieve your goals.

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