TECHNOLOGY: How Loews Hotels is Using SMS Technology to Elevate the Guest Experience

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SMS Technology and the Guest Experience

Last week, I had an amazing experience at Loews Hotels at Universal Orlando and it involved smart use of SMS technology. It started just after I checked into Sapphire Falls, one of the new hotels within Universal Orlando Resort. Sapphire Falls is a 1000 room Caribbean themed hotel that is located steps away from Islands of Adventure and Universal Studios Florida. I was especially impressed with the hotel’s use of technology, namely their use of SMS text messaging, to communicate with us throughout our stay.

Better Than A Phone Call.

The moment we checked in and had arrived to our hotel room, I received this text message on my phone:

Good afternoon, Mr. Desrochers. It is great to have you with us at Loews Sapphire Falls Resort at Universal Orlando. How is everything with your room? -Angie

I’ve never received a message like this after checking into a hotel room. In fact, rarely has anyone even phoned my hotel room to follow up. I was very impressed and so I responded:

Our room is great Angie! Thanks for asking. We love the view and we are excited to get to the pool very shortly.

SMS Technology As Concierge

Curious about how far one could push this technology, I decided to interact with it even further:

Wondering where you would recommended for moderately priced dinner in CityWalk tonight?

Within minutes, I received this response:

For dinner, you could dine at Margaritaville, Bubba Gumps, or Bob Marley’s. If you would like a pizza, Red Oven Pizza would be an excellent option.

Sapphire Falls quickly elevated my guest experience with this amazing feature. I didn’t have to walk down to the concierge desk or pick up my room phone for fear of being transferred to multiple locations before getting the right answer–the people on the receiving end of these text messages have the knowledge and are focused on providing an outstanding guest experience. In fact, we continued to use the SMS feature throughout our stay to request items for our room, find additional recommendations, etc. All in all, we enjoyed our “staycation” which was made even better by Loews amazing hospitality team.