Case Study: Celtic Manor

Celtic Manor Resort Connects with Guests Across 2,000 Acres Using the Loop Experience Platform for Guest Engagement

Celtic Manor is a five-star luxury resort nestled on more than 2,000 acres of lush Welsh parkland, with two spas, two health clubs, and a shooting school on site, as well as activities such as fishing, adventure golf, and hiking. The resort was named the Best UK Hotel in 2020, claiming the gold award nine times in the last ten years. They also received the European Hotelier of the Year award in 2015, proving their focus on guest experience stands out in the heavily competitive hotel industry.

The Challenges

Celtic Manor Resort’s most significant challenge was managing guest issues before they left the property. With such a vast amount of space to contend with, resort staff couldn’t always connect meaningfully with all of their guests, and guests didn’t always tell the resort when an issue arose. In turn, this led to more demands to comp rooms, whether in part or in full, as well as lost repeat business. On top of this, the resort also faced the challenge of collecting mobile numbers and other data from guests for the purposes of personalized marketing and guest retention.

The Solution

To address these issues, Celtic Manor Resorts chose to use a combination of the Loop Inbox and OnDemand which is integrated with their Opera PMS. This integration allows automatic invites to be sent to the guest within a set timeframe after their check-in. Loop is now deployed within two properties, and one conference centre at the resort. Primarily used by the At Your Service team, automating engagement at check-in over multiple channels including SMS and email has reduced call volume.

“Since its implementation at Celtic Manor Resort, Loop has had significant traction with our guests. It has a very polished interface that is easy to use. Loop OnDemand is great for standard requests, and guests really like the ease of messaging with staff using the Loop Inbox.” – Russell Phillips, Vice President of Facilities
and Development


With the Loop Experience Platform deployed, the Celtic Manor now has multiple ways for guests to contact its At Your Service Team. For the resort’s many tech-savvy guests, it means they can now use their preferred method to communicate with staff.

The solution also allows the resort to order a fast check-in experience without the need to explain the Loop solution to guests, as an invite is automatically sent once they have checked in.  They are now looking to use Loop for pre-arrival messaging. With the Loop Experience Platform, the resort can listen to guest concerns in real time and address them immediately. Additionally, Loop gives the resort the opportunity to upsell more services and amenities by offering guests a simple to use menu to order from using their mobile device.

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