Case Study

Reunion Resort Case Study: Increasing Hotel Upsell Revenue with Myma’s AI Concierge

David Thompson

Myma.ai · 七月 16, 2025

Reunion Resort needed a smarter way to drive upsells, boost guest engagement, and reduce front desk load—without hiring more staff. With Myma’s AI concierge, they turned automated messaging into real revenue.

Why it matters: Reunion Resort used Myma’s web-based guest messaging tool to automate upselling, answer guest questions, and reduce calls to the front desk. Guests received personalized messages before and during their stay, allowing them to book add-ons and get support without downloading an app or waiting in line.

Myma enables Reunion Resort to proactively engage guests by delivering timely offers and personalized recommendations through messaging channels. This drives additional sales opportunities and enhances the overall guest journey.

Top 3 Core Objectives: Reunion Resort wanted to do more than just improve guest communication; they aimed to:

Personalize Guest Communication: Reunion Resort wanted to send guests tailored messages based on their stay details and preferences, ensuring relevant offers and information reached the right guests at the right time without generic or one-size-fits-all communication.
Easy Service Access: Allow guests to seamlessly book services and extras via chat, reducing the need for in-person or phone requests.
Streamline Staff Operations: Automating guest interactions was intended to free up staff time so they could focus on higher-value tasks.

"With all the unique amenities Reunion Resort & Golf Club offers, Myma.ai has greatly improved the efficiency of our customer support. Customers can now receive personalized help whenever they need it."

Haley L. Hall

Director of Resort Operations

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👍 Director of Resort Operations Haley L. Hall said that By streamlining support and enhancing personalization, Myma.ai has significantly boosted customer service efficiency at Reunion Resort & Golf Club.:

"With all the unique amenities Reunion Resort & Golf Club offers, Myma.ai has greatly improved the efficiency of our customer support. Customers can now receive personalized help whenever they need it."

⚖️ The selection process: During their research process, Haley L. Hall evaluated Myma.ai's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Myma.ai was the best fit solution:

Director of Resort Operations Haley L. Hall said, about their decision: "."

📈 The results: In the initial months post-implementation, Reunion Resort utilized Myma’s AI-powered tools to automate guest messaging and support, resulting in a savings of 211 staff hours. This automation led to enhanced guest satisfaction, a reduction in negative feedback, and an increase in positive reviews.

Saved 211+ staff hours in the first few months by automating guest messaging with Myma.
98% accuracy achieved in responding to guest inquiries.
Only 0.43% negative feedback, indicating a high level of guest satisfaction. Ask ChatGPT