Hotels • France

How Domaine de Biar Uses Duve to Automate Guest Communications and Yield 143% ROI

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143% ROI
Increased direct bookings
SaltoPro Access mobile keys integration

Introduction

Domaine de Biar, an elegant 18th-century property transformed into a luxurious 4-star hotel, offers guests a unique getaway experience surrounded by acres of nature. When Domaine de Biar learned about Duve’s offering, they immediately saw the potential of Duve to elevate their guest experiences and streamline operations. In this case study, we explore how Domaine de Biar leveraged Duve to achieve exceptional results in ROI, operational efficiency, and guest satisfaction.

When I heard about Duve for the first time, I thought to myself ‘Oh my gosh, YES!’ I'm really happy about Duve and all its functionalities, they get a 5/5 rating from me.

Francesca Schiraldi

Development Manager

Key Challenges

Manual communications with guests: Before adopting Duve, Domaine de Biar relied on manual communication processes for pre-arrival and post-departure interactions with guests. This approach became increasingly inefficient, requiring significant time and effort to manually input and send reservation-related information to guests on a daily basis.
Limited upselling opportunities: The property sought to maximize revenue by offering add-on services like breakfast, early check-in, massages, and late check-out. However, there were no effective tools in place to promote these services to guests.
Operational Efficiency: With the property’s expansion, the management of guest interactions and requests became progressively complex. It became clear that a unified platform was essential to streamline operations. Additionally, managing multi-channel guest communications posed challenges, as there was no centralized hub to track conversations from various channels. Manually logging phone numbers after each interaction with guests added to the inefficiency of the process.

Duve’s Solution

Domaine de Biar implemented Duve to address multiple challenges related to their guest experience and operations. Duve’s communication tools enabled the property to automate guest interactions, including pre-arrival reminders and post-stay follow-ups. The guest app provided an intuitive platform for guests to access information and purchase add-on services. Additionally, Duve seamlessly integrated with SaltoPro Access mobile keys, enhancing convenience for late arrivals.

The three most interesting functionalities for us are the automated communications with guests, the guest app, and of course, the upsells which help us provide an even better experience for our guests.

Francesca Schiraldi

Development Manager

Results Achieved with Duve

Efficient Guest Communication: Duve consolidated all guest communications within one platform, eliminating the need for tracking phone numbers or juggling multiple channels. This enhanced efficiency and ensured that guests received prompt and consistent responses. Additionally, guests could easily access information about the property’s amenities and services, through QR codes placed in rooms that woud lead them to their personalized guest app. Last, Domaine de Biar were also able to encourage more direct bookings for return guests by creating an automated email with a promo code offered to guests after they’ve left the property.
Exceptional ROI: Domaine de Biar achieved an impressive average monthly ROI of 143%, thanks to the streamlined upselling process. Pre-check-in emails invited guests to explore and purchase add-on services, leading to increased revenue.
Improved operations: With Duve Domaine de Biar is able to prepare well in advance for late arrivals. Since their reception closes at 10pm, they use the integration of SaltoPro Access mobile keys through Duve to allow late arrivals to easily access the property and their rooms

Conclusion

Domaine de Biar’s partnership with Duve resulted in remarkable improvements in guest experiences and revenue generation. With a positive ROI generated, efficient guest communication, and enhanced guest engagement, Duve has proven to be a valuable asset for the property. As Domaine de Biar continues to provide an elegant getaway surrounded by nature, Duve remains an essential tool for delivering exceptional service and driving revenue growth.