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Gate Collection, a luxury hotel group with over 1,000 rooms, transformed its guest experience with Duve. Previously, they struggled with guest journey structure, impacting revenue and satisfaction. Implementing Duve in three hotels created a seamless guest journey, boosting engagement and revenue.
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Lack of a clear strategy from booking to post-stay affected guest satisfaction and increased management tasks. Despite having advanced systems like Opera Cloud, Worldline PSP, and Room Checking, integration for a seamless experience was a challenge.
The lack of tools for seamlessly communicating with guests before arrival and during stay limited their ability to streamline the journey.
Reliance on manual processes and outdated communication methods resulted in missed revenue opportunities.
Duve has transformed how we interact with our guests. When managing a 5-star hotel, it’s not just about offering a bed but providing a memorable experience.
Deputy Director of Revenue & Reservation at The Gate Collection
Duve’s platform revolutionized the guest journey for The Gate Collection’s three brands with tools like online check-in, communication hubs, upselling, and customizable guest apps. It supports unique branding for each brand, simplifies performance analysis, and streamlines operations, enhancing overall guest experiences.
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Using WiFi redirects and QR code placements, Hôtel du Collectionneur saw a 5x increase in guest app engagement. Guests were seamlessly directed to their personal app upon connecting to WiFi or scanning QR codes, enhancing interaction with hotel staff.
Targeted upselling through Duve, like early check-ins and special packages, boosted revenue. Early check-ins alone generated over €28,600 in 2023 at Hôtel du Collectionneur.
The Gate Collection uses Duve’s Scheduled Messages and Automated Reminders to enhance guest interactions from pre-check-in to personalized upsells. This automation reduces marketing and revenue team workloads while delivering customized guest experiences.
The Gate Collection’s success with Duve highlights the impact of a well-structured guest journey. By using Duve’s solutions, they streamlined communication, boosted upselling, and enhanced guest satisfaction. This case study shows that the right tools can transform the guest experience, increase revenue, and improve operational efficiency, setting a new standard for hospitality excellence.
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