Challenge

Mayfair Hotels & Resorts is a luxury 5-star chain in Eastern and Northeastern India, offering multi-destination leisure experiences across culturally rich destinations. With over 1,000 staff, the brand caters to premium leisure travelers.

• Despite its strong positioning, the group faced a critical challenge in understanding guest needs and driving repeat stays.

• Low post-service and checkout survey responses.

• Missed opportunities to capture guest issues, reducing repeat bookings.

• Lack of clarity on loyalty member behavior, with limited cross-property stays.

• No unified system for managers to track guest sentiment, service quality, or departmental performance across properties.

Since guest insights are central to loyalty and repeat business in luxury hospitality, Mayfair needed a smarter way to capture feedback and convert it into actionable intelligence.

Solution

Mayfair adopted KePSLA’s WhatsApp, Moment of Truth, and Synopsis to increase guest feedback volume and transform it into insights and repeat business.

WhatsApp Communications

• Replaced low-performing email surveys with WhatsApp-first delivery.

• Enabled seamless pre-stay, in-stay, and post-stay interactions that boosted guest touchpoints.

• Impact: Survey delivery jumped from 9% to 95%, open rate hit 76%, and response volume increased 8x.

Moment of Truth

• Customizable MIS dashboard providing CX scores, departmental analytics, and predictive risk zones.

• Highlighted weak spots in service delivery, giving managers clarity on gaps.

• Impact: Service gaps reduced, faster resolutions achieved, and guest experience improved.

Synopsis Reports

• Delivered monthly executive-ready summaries of guest sentiment and KPIs.

• Enabled leadership to track loyalty program adoption and cross-property performance.

• Impact: Report preparation time cut by 50%, decision-making accelerated, and loyalty usage visibility improved.