Using feedback to safely reopen hotels and resorts

Leveraging Fast, Actionable Feedback To Safely Reopen Resorts


Like other vacation clubs and hotels, Holiday Inn Club Vacations® had to close 29 resorts in March 2020. There was no playbook to consult for a situation like this one. The Club had to find a way to discover how its members and owners were feeling about travel and safety and what they might be expecting once they arrived at a resort. In addition, there were no set regulatory guidelines or actions in place.

Find out how Holiday Inn Club Vacations leveraged Medallia to achieve a:

  • 16 point increase in NPS by improving guest comfort level with new safety policies & procedures
  • 41% increase in customer satisfaction
  • 21% increase in Medallia user engagement within 4 months
Medallia Inc
Oct 27, 2021
Jun 14, 2021
Case Study
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