The brand

One King West Hotel & Residence is a luxurious landmark located in the heart of downtown Toronto, blending historic charm with modern sophistication. Housed in the iconic Dominion Bank Building, which dates back to 1914, the hotel seamlessly integrates heritage architecture with contemporary design. Known for its elegant suites, many of which feature kitchenettes and stunning city or lake views, One King West caters to both short-term guests and long-term residents. Its prime location offers convenient access to Toronto’s financial district, Toronto’s PATH underground walking system, entertainment venues, shopping destinations, and cultural landmarks. With amenities such as a fitness center, meeting spaces, and a renowned concierge service, the hotel provides a perfect balance of comfort and convenience for travelers seeking an exceptional stay.

The challenge

In June 2023, Revenue & Reservations Manager Omkar Sawant learned about Revinate’s AI-powered messaging platform, Revinate Ivy. As a Revinate Marketing and Revinate Guest Feedback customer, he immediately recognized the value of integrating a messaging solution with the hotel’s existing CRM. At the time, the hotel was using a competing product for guest engagement, but it lacked smart response capabilities, meaning staff had to reply to each message manually. Upon realizing how much time his team could save with Ivy, and how much faster guests could receive answers to their questions without having to speak with staff, the hotel decided to make the switch.

The solution

One King West Hotel & Residence went live with Revinate Ivy in August 2023, using the platform to ensure prompt and personalized responses to guest inquiries via SMS. Thanks to smart responses, which automatically handle frequently asked questions like check-in times, parking availability, and dining options, the volume of messages requiring staff response dropped by 50-60%. This shift allowed the front desk staff to spend more time engaging with guests in person.

In addition to reactive messaging, the hotel leverages Ivy to proactively reach out to guests to ensure a seamless arrival experience. For example, when a road closure near the hotel was expected to disrupt travel, the team sent timely notifications with alternative directions and transportation recommendations. This proactive communication demonstrated the hotel’s commitment to guest satisfaction and alleviated travel stress for guests, creating a positive first impression before they even arrived.

The hotel also uses Ivy to promote F&B specials and drive outlet revenue, with messages from the Culinary Team showcasing daily offerings at Daily Ritual and Teller’s Bistro & Bar, such as Taco Tuesdays, Wednesday’s pasta menu, and Thursday’s raw bar. Because 50% of guests book their rooms with OTAs, their email is masked. But with a mobile number, the hotel can easily reach out to guests to drive ancillary revenue with Revinate Ivy.

Mid-stay surveys have proven to be an invaluable tool for One King West Hotel & Residence in enhancing guest experiences. By using Revinate Ivy to send out these surveys during a guest’s stay, the hotel gains real-time insights into guest satisfaction and can address any concerns promptly. Whether resolving a room issue, accommodating a special request, or simply enhancing the overall experience, mid-stay surveys empower the staff to act quickly, ensuring every guest feels heard and valued. This proactive approach not only helps to rectify potential issues before they escalate but also leaves guests with a lasting impression of attentive and personalized service.

The results

The results of implementing Revinate Ivy at One King West Hotel & Residence speak for themselves. With a 16% guest engagement rate and an impressive opt-out rate of just 0.91%, guests have clearly embraced the platform as an essential communication tool. The hotel’s staff has also seen significant benefits, resolving guest inquiries in an average of just 13 minutes and achieving a 31% automation rate, close to Revinate’s industry benchmark. Mid-stay surveys have been particularly effective, boasting a 33% response rate and an average guest rating of 4.7 out of 5, underscoring the hotel’s unwavering commitment to exceptional service.

Revinate Ivy has helped streamline the hotel’s operations, improve communication efficiency, and elevate the guest experience — solidifying One King West Hotel & Residence’s position as a leader in modern hospitality innovation.