Nemacolin Woodlands Resort Taps Digital Alchemy for Personalized Online Guest Services

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Nemacolin Builds Online Guest Relationships with Digital Alchemy’s Suite of Custom Communication Tools

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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.

Digital Alchemy, the leading provider of hospitality Customer Relationship Management, guest communications, and email marketing for hotels, announced Nemacolin Woodlands Resort, situated on 2,000 acres between Pittsburgh, PA and Baltimore, MD implemented its suite of online guest communication and digital marketing tools for hotels. Digital Alchemy drives revenue through dynamic personalized 2-way mobile messaging, guest communication, marketing, and guest feedback. Click here for information on Digital Alchemy.

“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.

‘Digital Alchemy exceeded our expectations’
“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 eSurveys enhance Nemacolin guest service
“Digital Alchemy produces and supports 100% 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.

About Digital Alchemy
Digital Alchemy, based in Ft. Worth, Texas, is the leader in Customer Relationship Management (CRM) and email marketing solutions that increase revenue. Clients include boutique hotels, Four-and Five-Star properties, branded hotels, and spas. Digital Alchemy guarantees its data-centric marketing solutions and campaigns will deliver at least 400% ROI.

Founded in 1999, Digital Alchemy pioneered virtually every email-based concept used in the hospitality industry. Its email templates are mobile-optimized and the company offers the industry’s first Facebook-email integration to attract guests. Digital Alchemy provides dynamic 2-way mobile messaging on one integrated platform and creates clients’ email designs in-house to free staff for other activities. To verify results for clients the company delivers accurate real-time campaign revenue reporting. Digital Alchemy continuously innovates new solutions that include integrated spa CRM functionality. Click here for more information.

About Nemacolin Woodlands Resort
Nemacolin is one of North America's premier resort destinations. Situated on nearly 2,000 acres, Nemacolin features 318 luxurious guest rooms, suites, townhouses, and private luxury homes, including the AAA Five-Diamond, Falling Rock boutique hotel. In addition to the internationally acclaimed Woodlands Spa, the resort offers 36 holes of golf on two championship courses—the Pete Dye designed Mystic Rock and the traditional Links Course. Outdoor enthusiasts should visit our 30-station Shooting Academy, a sporting clays facility situated on 140 acres complete with a spacious lodge. Trail rides are available at the Equestrian Center, or for a more rugged trail experience, there’s the JEEP® Off-Road Driving Academy. Guests can test their luck at our Lady Luck Casino Nemacolin, featuring approximately 600 slots and 28 table games. As the seasons change, the Sundial Lodge kicks into high gear offering downhill and cross-country skiing, snowboarding, snow tubing, and for an unexpected winter experience, visitors can enjoy dog sledding. Nemacolin also boasts an impressive collection of 15 restaurants and lounges, including the Forbes Five-Star, AAA Five-Diamond, Lautrec as well as a multi-million dollar art collection. For meetings and events, Nemacolin offers 32,000 square feet of meeting and banquet facilities including three ballrooms, a 200-seat lecture hall and 25 meeting rooms - making Nemacolin the ideal setting for functions ranging from weddings to sales meetings. For those guests arriving by air, our on-property private airfield with 3,900-foot airstrip is available. For additional information, please visit our website at nemacolin.com or call 866-399-6957. Gambling Problem? Call 1-800-Gambler.

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Shannon Bedard, Vice President, Business Development
Digital Alchemy
+1 (817) 204-0840
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Julie Keyser-Squires, APR, CEO
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