Our featured best practices & insights.

JACKSON HOLE MOUNTAIN RESORT CASE STUDY: FROM CONSTANT FEEDBACK TO MEANINGFUL ACTION     

 Guests at Jackson Hole Mountain Resort share constant feedback across ticket and pass purchases, lessons, dining, retail, and the mountain, making it hard to know what matters most. ComOps refined the resort’s Medallia guest surveys, uncovered trends across every touchpoint, and translated feedback into real operational improvements. The result: faster responses to guests, better decision-making, and more value from Medallia than the team could get on its own. 

POPPY BANK CASE STUDY: TURNING FEEDBACK INTO MEASURABLE PROGRESS

Poppy Bank lacked a consistent, measurable view of customer experience across its markets, branches, and team members, with feedback stuck as individual comments. ComOps helped deploy Medallia across the enterprise feedback loop, built customized reporting tailored to the bank’s goals, and tracked memorable moments to recognize team members. The result: NPS rose from 88 to 93, team member satisfaction reached 9.8, and leaders now see strengths and opportunities at every level.  

KEMPERSPORTS CASE STUDY: VALIDATING DYNAMIC YIELD AT A DESTINATION GOLF RESORT 

Strong premium demand at a KemperSports destination golf resort created pressure to push peak rates higher, but without clear elasticity and value benchmarks, leadership risked leaving revenue on the table or eroding brand trust. ComOps applied elasticity mapping and total-trip modeling to benchmark value against key competitors and validate dynamic yield strategies. Leadership gained the confidence to price dynamically during peak periods, strengthening revenue while protecting brand equity.  

POTAWATOMI CASINO HOTEL CASE STUDY: MULTI-YEAR REVENUE OPTIMIZATION

Potawatomi Casino Hotel was underperforming its revenue potential, with misaligned casino marketing, hotel ops, and revenue teams, limited visibility into player worth, and inconsistent pricing and forecasting. ComOps delivered a full revenue transformation, rebuilding forecasting, implementing dynamic pricing, aligning comp strategy with player value, and acting as an extension of the revenue leadership team. The results: a 17-point jump in occupancy, a 60% increase in WorthPAR, and 25% higher cash ADR.  

THE SMART HOTELIER'S GUIDE TO 2026 GUEST & EMPLOYEE EXPERIENCE BUDGET PLANNING

This practical guide shows you where to allocate your budget for the highest ROI, backed by real industry data and insights from the ComOps team. Learn the biggest CX/EX budget blind spots, what they cost, and how smart investments in guest feedback, call management, and guest tech can directly boost performance.

GILA RIVER RESORTS & CASINOS CASE STUDY: THE HOKA SHOE GIVEAWAY

A Hoka shoe giveaway at Gila River Resorts & Casinos caused long lines and frustrated guests due to a new check-in process. Real-time Medallia feedback flagged the issue within days. By acting quickly, reviewing survey comments, and personally contacting affected guests, the team turned frustration into delight, shipping shoes directly and creating a memorable “wow moment” that built loyalty.

5 WAYS GUEST FEEDBACK HELPS YOU WIN MORE HOSPITALITY DEALS

by Sofya McIntosh

Guest feedback isn’t just an operations tool, it’s one of the most powerful sales assets you already own. This quick-read guide shows hospitality sales teams exactly how to use real guest insights before the pitch to close more deals, reduce objections, and deliver standout proposals.

MUCKLESHOOT RESORT CASINO CASE STUDY: RESTORING DIGITAL LOYALTY BOOKING 

Configuration conflicts across the PMS, CRS, and RMS at Muckleshoot Resort Casino blocked loyalty rates from appearing online, forcing high-value guests to call instead of booking digitally. ComOps coordinated hotel, casino, and vendor teams to find the root cause and designed a creative workaround that preserved comp controls while restoring online access. Loyalty guests can once again book entirely online, with less reliance on the call center. 

DRIVING A CASINO'S GROWTH WITH REAL-TIME FEEDBACK & OPERATIONAL  EXCELLENCE

ComOps partnered with a casino to deploy a customized Medallia Experience Cloud solution, delivering real-time guest and employee feedback tailored to casino operations. The program resulted in 12.93% quarterly revenue growth, a 26.8% survey response rate (well above industry norms), and an average 48.6-hour feedback closure time.

MUCKLESHOOT RESORT CASINO CASE STUDY: IMPROVING BOOKING POLICIES & DEMAND CONTROLS  

Frequent no-shows and last-minute cancellations at Muckleshoot Resort Casino were causing significant revenue leakage, and without structured deposit and cancellation policies, forecasting and planning suffered. ComOps led the change to new demand-based deposit requirements and channel-specific cancellation rules, along with a transient strategy to grow cash business and reduce comp dependency. The result: less revenue lost to no-shows, more accurate forecasting, and clearer guest expectations at booking.  

20 PLUG-AND-PLAY HOTEL REVIEW RESPONSE TEMPLATES

Download ready-to-use response templates designed to help you address guest reviews professionally and empathetically across all platforms. Easily customize each template with guest and property details to show genuine care and thoughtful follow-up.

MUCKLESHOOT RESORT CASINO CASE STUDY: USING PLAYER DATA & DYNAMIC OFFERS   

Midweek occupancy at Muckleshoot Resort Casino was consistently underperforming, and manual offer execution led to missed demand windows and inconsistent promotions. ComOps partnered with marketing, player development, and operations leaders to redesign the hotel offer strategy, took over daily yield management, and rolled out dynamic comp and cash offers tied to player value and real-time demand. The result: strong double-digit growth in database-driven room nights and a bigger loyalty contribution to midweek occupancy.   

FROM DATA TO BEHAVIOR CHANGE: A PRACTICAL GUIDE FOR TURNING GUEST FEEDBACK INTO BETTER SERVICE    

Most hospitality organizations don’t have a feedback problem, they have a follow-through problem. This practical guide is for CX, operations, and training leaders who collect surveys and mystery shops but still see uneven frontline behavior. Learn five steps to read between the scores, move beyond check-the-box compliance, turn feedback into a continuous conversation, and build the leadership accountability that makes service improvements stick.