The 2021 case study reports that GuestEQ chat helped the hotel resolve 50–60% of guest inquiries.
Reported in the 2021 case study, which was based on an interview with General Manager Katrina Vasquez; measurement period and sample size were not provided.
Original customer interview and results documented in 2021.
Holiday Inn Express & Suites Arcata/Eureka-Airport Area: 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.
Holiday Inn Express & Suites Arcata/Eureka-Airport Area is a franchised Holiday Inn Express hotel in Northern California.
Katrina Vasquez had been the property's general manager for seven years at the time of the study. Her goals centered on guest satisfaction, a profitable hotel, and employees who excel at their jobs.
The hotel ran on paperwork and calls: to-do notes, maintenance requests, and back-and-forth calls with guests and employees. Communication gaps left guests unhappy and put reviews at risk.
An earlier move to software involved several tools and many features, and employees did not use it regularly. Long-time staff were used to paper.
The daily round-up email went out late at night and was written from memory, so items were missed.
As described at the time of the study. GuestEQ's features may differ today.
Shift information was recorded in GuestEQ's pass-along log as it happened, replacing the late-night email and the reminder notes around the front office.
Each staff member had a personal feed that brought together daily tasks, to-do lists, and guest messages.
Guests could report problems or make requests by text instead of calling. Maintenance and housekeeping received real-time notifications for facilities issues, check-in changes, and guest service requests, and each one was documented.
Vasquez used GuestEQ's community network to ask other hotel staff about best practices and created a chat group for her managers.
The case study reports that GuestEQ chat helped the hotel resolve 50–60% of guest inquiries.
Reported in the 2021 case study, which was based on an interview with General Manager Katrina Vasquez; measurement period and sample size were not provided.
Staff had one tool to learn instead of the two or three in the hotel's earlier attempt, and the case study says GuestEQ was easier to use than expected.
Reported in the 2021 case study.
Vasquez described less time on the phone and on email, for her front desk team and for herself.
According to General Manager Katrina Vasquez, in her 2021 interview.
Adoption was still in progress: Vasquez said the team was still being retrained to record items in GuestEQ instead of on sticky notes.
According to General Manager Katrina Vasquez, in her 2021 interview.
“Texting is a huge time saver for our staff that was on the phone all the time and sometimes missing calls.”
“What's great is we can add items on-the-fly, so the information added is more thorough and complete.”
Guest texting beside the tasks it creates.
Pass-along notes and team chat.
Tasks and to-dos with owners.
Maintenance requests and preventive work.
Room assignments and inspections.
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
Listed in Reneson Hotels' portfolio as of September 13, 2026. The original 2021 case study does not name the management company.
2021 case study
Owned by Reneson Hotels at the time of the 2021 study.