“SendSquared took everything we relied on and made it better, easier to use, and more centralized. Having everything in one platform has been a major improvement for our team.”
Case Study · Wisconsin Dells, WI & the Smokies, TN
Wilderness Resorts & Waterparks Unifies Its Call Center, Marketing, and Guest Guidebooks on One Platform
Mark Ryan, Revenue Manager, Wilderness Resorts & Waterparks
~24 hrs
From kickoff to first guidebook preview
"What a difference just 24 hours has made." The first guest guidebook preview, with much of the resort's content already in it, arrived one day after the project kicked off.
75
Guidebook content blocks installed
Maps, walk-to directions, itineraries, amenity hours, and online check-in / self-checkout, built out across the resort in days, not months.
1
Unified platform, front desk to maintenance
Call center, reservation confirmations, post-stay surveys, email marketing, and guidebooks, with work orders and a mobile app now in progress, all on one system.
Quick Facts
- Distinction:
- America's Largest Waterpark Resort
- Industry:
- Resort & Waterpark Hospitality
- Market:
- Wisconsin Dells, WI & the Smokies, TN
- Portfolio:
- Two mega-resorts and multiple lodging brands — River Lodge, Stone Hill Lodge, Glacier Canyon Lodge, Villas & Mountainside Cabins
- Vendors replaced:
- Aging all-in-one guest platform (in place since 2019)
The Transition
Before vs After SendSquared
Before
An all-in-one platform in place since 2019 that wasn't evolving with the hospitality industry. Support had declined, and tickets sometimes took weeks to get a response.
After
A platform that ships requested changes the same week, with a hands-on team that, in Mark's words, "thinks like a guest."
Before
Call center downtime where agents couldn't save and wrap up calls, plus occasions when confirmation emails and guest marketing didn't send.
After
Reliable call center conversations with wrap-up, plus reservation confirmations and guest communications sending across both the Dells and Smokies brands.
Before
Guest information scattered across the website and separate tools, with no unified in-stay guide.
After
Guest guidebooks with maps, walk-to directions, itineraries, amenity hours, and online check-in / self-checkout, 75 blocks built in days.
Before
Marketing tools that lagged behind what the team needed.
After
Far more capable marketing tools, with everything centralized, "a major improvement for our team."
One Partner · One Platform
A whole family of brands, on SendSquared
Why It Works
The partnership behind the platform
Wilderness first saw SendSquared in 2022 and passed, because the product wasn't ready. A second demo in 2025 showed a platform transformed, and they went live in January 2026. What sealed it was velocity and partnership: after an on-site presentation won buy-in across departments, from the front desk to maintenance, the team stood up a full guest guidebook in about a day and shipped requested changes the same week. When the platform evolves with the operator, one system can replace the aging all-in-one it grew out of.
More Client Stories
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“SendSquared is the second most important thing in our company outside of our PMS. All of our departments use it. Everyone in the company uses SendSquared. The engagement is what keeps us so well connected, and we are adding on average 10 doors a month at this point.”
Sailrock South Caicos
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Caribbean Villas of St. John
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