Best Western Plus Novato Oaks replaced email threads, a paper memo book, and paper issue notes with GuestEQ for work orders, checklists, staff action items, and guest communication. At the time of the 2021 study, the hotel reported a 93/100 Medallia service score and 4.5/5 ratings on Google and Tripadvisor.
Scores reported in the 2021 case study, at the time of the study. The source includes no before-and-after comparison, so they are not presented as results of GuestEQ.
Original customer interview and results documented in 2021.
Best Western Plus Novato Oaks Inn: Listed in Reneson Hotels' portfolio as of September 13, 2026. The original 2021 case study does not name the management company.
Disclosure: Scott Curran serves as COO of Reneson Hotels and is the founder of GuestEQ.
Best Western Plus Novato Oaks Inn is a 108-room franchised Best Western Plus hotel in Novato, California.
General Manager Michelle Duffy described her role as being "in charge of everything": she oversaw maintenance, housekeeping, and operations, and filled in at the front desk, in the conference department, and on IT. Staff turnover was low.
Employee communication happened in email threads or a paper memo book kept at the front desk. When staff had a question, they called or came to find Duffy.
Staff had to go to the front desk to read paper notes about issues. Handwriting was not always legible, and without photos it was sometimes hard to tell what the problem was.
The hotel had already tried a guest texting product, but it was complex enough for staff and guests that engagement stayed low.
As described at the time of the study. GuestEQ's features may differ today.
Maintenance and housekeeping teams were notified of open issues and could track them from anywhere on the property, with a photo of the problem so they knew which tools to bring.
The hotel's to-dos were documented in checklists, replacing paper tracking and its uneven follow-up.
Staff chatted with guests to resolve issues, with automated check-in welcome texts and departure texts. In the guest chat screen shown in the case study, a conversation could become a work order or a housekeeping request.
Guest service requests, maintenance work orders, and staff schedules moved from paper to GuestEQ as action items staff could see.
Duffy said GuestEQ improved things well beyond email and paper, and that cross-department and guest communication was much better.
According to General Manager Michelle Duffy, in her 2021 interview.
At the time of the 2021 study, the hotel reported a 93/100 Medallia service score and 4.5/5 ratings on Google and Tripadvisor.
Reported in the 2021 case study, at the time of the study. The source has no before-and-after comparison, so these are not presented as increases caused by GuestEQ.
“It's improved everything way beyond email and paper, plus our cross department and guest communication is much better now.”
“The speed and ease of use is critical to keep things flowing here at the hotel.”
Room assignments, inspections, and cleaning history.
Maintenance requests, work orders, and preventive work.
Checklists and action items with owners.
Notes and chat that replace the memo book.
Guest texting beside the work it creates.
Show us the workflows that still run on paper, radio calls, or scattered messages at your hotels, and we will show the equivalent in GuestEQ.
2021 case study
Owned by Reneson Hotels at the time of the 2021 study.
2021 case study
Listed in Reneson Hotels' portfolio as of September 13, 2026. The original 2021 case study does not name the management company.