Executive Summary

Roam America, a hospitality company operating five premium properties, partnered with BeHeard to revolutionize their guest communication strategy. Through the implementation of automated post-stay text messaging, we achieved remarkable results: a 200% increase in Google Reviews, a 22% boost in repeat bookings, and significantly enhanced customer satisfaction scores across all properties.

The Challenge

Roam America faced several critical challenges that were limiting their growth potential:

Limited Guest Feedback: Despite providing quality experiences, Roam America struggled to capture guest feedback and translate positive experiences into online reviews
Low Repeat Booking Rates: Guests were not returning at optimal rates, suggesting a disconnect in post-stay engagement
Manual Communication Inefficiencies: Staff spent valuable time on routine follow-ups that could be automated
Inconsistent Review Generation: Satisfied guests weren't being prompted to share their experiences online, resulting in underrepresentation of their true service quality

Our Solution

We implemented a comprehensive automated post-stay text messaging system designed to engage guests at optimal moments throughout their post-departure journey.

Strategic Timing and Messaging

Personalized thank-you messages sent 24 hours post-checkout
Review request texts delivered at peak engagement times (48-72 hours post-stay)
Special offers for future bookings sent 7-14 days after departure
Birthday and anniversary greetings with exclusive booking incentives

Multi-Channel Integration

Seamless integration with Roam America's property management system
Direct links to Google Reviews for frictionless feedback submission
One-click rebooking options with personalized discount codes
Real-time dashboard for tracking engagement metrics

Implementation Process

Phase 1: Discovery (Weeks 1-2)

Analyzed historical guest data, mapped customer journey touchpoints, and developed messaging templates

Phase 2: Pilot (Weeks 3-6)

Launched with flagship property, A/B tested message timing and content, refined approach based on feedback

Phase 3: Rollout (Weeks 7-10)

Expanded to all five properties, customized messaging for each location, established monitoring protocols

Results

The impact of our automated post-stay communication system exceeded all expectations:

Key Achievements

200% Increase in Google Reviews: From 15 to 45 reviews per property per month
22% Increase in Repeat Bookings: Direct attribution to post-stay messaging campaigns
87% Positive Response Rate: To automated post-stay messages
15 Hours Saved Weekly: Per property on manual follow-ups

The automated post-stay messaging system has transformed how we connect with our guests. Not only have we seen dramatic improvements in our online reputation and repeat bookings, but we've also gained invaluable insights into guest preferences and experiences. The ROI has been exceptional, and our staff now has more time to focus on creating memorable in-stay experiences.

— Cody Fishel, Director of Operations, Roam America

Long-Term Impact

Beyond the immediate metrics, the automated communication system has created lasting benefits:

Stronger Brand Loyalty: Consistent, thoughtful communication has deepened guest relationships
Competitive Advantage: Superior online reputation has increased direct bookings and reduced OTA dependency
Data-Driven Insights: Rich guest feedback data informs property improvements and service enhancements
Scalable Growth: System easily accommodates new properties without proportional resource increases

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