Median reply time cut from 9 hours to 14 minutes.
- Community management, 24/7, Reporting and insights
- 2024
- Instagram, Facebook, TikTok
The challenge
Guests asked about late checkout, lost chargers, and parking in the comments, and got answers the next afternoon. Some of those questions turned into one-star reviews before anyone at the hotels saw them.
Six properties shared one social inbox, run by a marketing team that went home at 6pm.
Our approach
We put Saltgrass on the 24/7 desk and wrote a playbook with the front-desk managers at all six properties, so replies could be specific: the real checkout time, the real parking garage, the name of the person who could help.
Anything that needed someone at the hotel reached the right person within ten minutes, and the guest was told who it was and when to expect them.
The work
Results
14 min
Median reply time, down from 9 hours
62%
Fewer complaints posted publicly
4.7
Average review rating, up from 4.1
“They answered a guest at 3:40am on a Sunday, in our voice. Better than we would have.”