Nemacolin Woodlands Resort Taps Digital Alchemy for Personalized Online Guest Services

  • Digital Alchemy, LLC.
  • 08.12.15
Digital Alchemy, a provider of hospitality customer relationship management, guest communications and email marketing for hotels, announced Nemacolin Woodlands Resort has implemented its suite of online guest communication and digital marketing tools for hotels.

Digital Alchemy drives revenue through dynamic personalized two-way mobile messaging, guest communication, marketing and guest feedback.

“We implemented Digital Alchemy in June and are blown away by the company’s professional services and the quality of their email programs,” said Ashli Mazer, director of marketing and PR for Nemacolin Woodlands Resort. “Customer service is the basis of everything we do at Nemacolin. Digital Alchemy’s programs and solutions please guests with instant service and free hotel staff to focus on other duties. Customer service is huge for us. Digital Alchemy’s email solutions enable us to connect with guests personally to offer amenities, respond to requests, and build stronger relationships.” Nemacolin uses Digital Alchemy’s pre-arrival confirmations, VIP welcome acknowledgements, post departure thank you messages and guest satisfaction surveys.

“Nemacolin employs Digital Alchemy’s eSurveys to personally connect with guests after they depart. If there was an issue during their stay, we fix it before it gets to TripAdvisor. The guest stay information within Digital Alchemy’s eCustomer Service Portal helps us better understand and serve our guests,” said Mazer. “Digital Alchemy is the perfect partner for us.  If a guest cancels his or her reservation, the system also asks our guests via email why they changed their plans. This supports our personalized service focus and builds guest knowledge. We also ask cancelled guests if they have considered another property, and why. This allows us to analyze our comp set. We selected Digital Alchemy because we knew they could provide the marketing and online services we wanted. They exceeded our expectations.”

“Digital Alchemy produces and supports 100 percent of its clients’ custom email designs. We professionally develop each property’s production requirements in our offices based on an in-depth understanding of our customers’ needs,” said Shannon Bedard, vice president of business development and founding partner. 

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