Does contactless check-in work with all PMS systems?

No single platform covers every PMS on the market. The question worth asking is not whether a vendor claims universal coverage, but whether the integration with your specific PMS is confirmed, tested, and two-way. Duve integrates with over 50 PMS systems, including Opera Cloud, Mews, Apaleo, Protel, Clock, and most major chain and independent property management systems. The integration is not surface-level: Duve pulls reservation data, pushes registration card information back to the PMS, and syncs guest profiles in both directions. For chains running Opera Cloud across multiple properties, the integration works at the property level without requiring corporate IT involvement. Setup typically takes one to two weeks, not months.

Do guests need to download an app for online check-in?

No. Duve's online check-in is web-based. Guests receive a link via email or SMS before arrival, open it in their phone's browser, and complete check-in without downloading anything. This distinction matters more than most vendors admit. Hospitality apps that require a download see adoption rates between 5% and 15%. Web-based check-in, which requires zero installation, sees adoption rates between 60% and 80% across Duve's 1,050+ properties. The difference is friction. A guest arriving at midnight does not want to search the App Store, download an app, create an account, and then check in. They want to tap a link and be done.

What information is collected during online check-in?

The information collected depends on the hotel's requirements and local regulations. At minimum, most properties collect: guest name confirmation, estimated arrival time, and passport or ID details (required by law in many countries for police registration). Additional fields can include: billing preferences, special requests, marketing consent, and digital signature on the registration card. For properties in the EU, GDPR compliance is built into the process: guests see exactly what data is collected and why, consent is explicit, and data handling follows EU data protection standards. The hotel controls which fields are mandatory and which are optional. Duve supports up to 16 configurable check-in steps that can be toggled on or off and filtered by booking source. Most guests complete the entire check-in in under two minutes.

How does contactless check-in affect the guest experience?

It depends on the implementation. Done poorly, contactless check-in feels like the hotel replaced a human interaction with a form. Done well, it removes the administrative friction (paperwork, credit card swipe, key encoding) while preserving the human interaction for what actually matters: a genuine welcome. The best implementations work like this: the guest completes paperwork on their phone before arrival. When they walk through the door, the front desk already has their information. The interaction shifts from 'Can I see your passport and credit card?' to 'Welcome back, your room is ready, and the restaurant is open until 10.' Online check-in does not replace the front desk. It gives your team the time to actually greet the guest who walks through the door.

What is the ROI of implementing contactless check-in?

ROI varies by property size and implementation scope, but the main value drivers are measurable. First, time savings: online check-in reduces front desk processing time from 5 to 8 minutes per guest to under 90 seconds for the in-person handoff. For a 200-room hotel at 80% occupancy, that saves roughly 3 to 4 staff hours per day. Second, upsell revenue: pre-arrival upsell offers (room upgrades, late checkout, F&B packages) sent during the check-in process convert at 8 to 12% on average across Duve's portfolio. Sofitel Fiji generated EUR 25,000 in upsells in two months. Merrill House achieved 400% ROI on their overall programme. Third, guest satisfaction: properties that implement online check-in consistently see review score improvements, particularly on comments about arrival experience. The caveat: ROI depends on adoption. A contactless check-in system that only 20% of guests use delivers 20% of the potential value.

Duve for Mews:
Online Check-in, Upsells and Guest Messaging on Top of Your PMS

Your Mews stack already runs the property. Duve runs the guest. Connect the two from the Mews Marketplace and everything guests do before, during and after their stay writes straight back to the reservation.

Join thousands of hoteliers already experiencing the power of Duve

Connect from the Mews Marketplace in a few clicks.

Open the Marketplace in Mews, select Duve, and copy the access token. Paste it into Duve's Connections page, choose the property to sync, and the connection is live. Your team does this without engineering, and without waiting on either vendor.

Everything a guest submits lands in Mews

Verified email and phone, guest country and language, passport and ID details, address fields and any custom questions you ask all write back to the Mews guest profile. The estimated check-out time and the pre-check-out summary land in the reservation notes. Nobody at the desk retypes anything.

Upsells become Mews orders on their own

Early check-in, late check-out, room upgrades and any custom service you sell in Duve sync back to Mews as an order, mapped to the products you already have configured. Revenue reconciles where your finance team already looks for it. Image: Duve doodle library, revenue/cart motif.

Charge through Mews Pay, or keep the processor you have

If you run Mews Pay, Duve can push the guest's tokenized card straight to the folio for direct charges and guest billing. If you would rather keep Stripe or use SEPA direct debit, that works too. The payment side follows your setup rather than forcing a new one.

Your guest experience keeps running when the PMS does not

Duve holds its own copy of everything it has synced. If the Mews connection drops, the Guest App, online check-in, DuveAI and your messaging carry on working. New reservations queue up and sync as soon as the connection is back.

Works with the rest of your stack too

Duve connects to 150+ systems across hospitality, so the digital key from your Dormakaba or Salto locks, the payment through Stripe or Mews Pay, and the order from your POS all sit in the same guest journey as the Mews reservation. See the full list of integrations.

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Frequently asked questions

Woman sitting on the couch holding coffee and a laptop

Yes. You connect Duve from the Marketplace inside Mews: select Duve, click Connect, and copy the access token it generates. You then paste that token into Duve's Connections page, give it an internal nickname, and pick the property to sync. It is a self-serve setup that your own team can complete.

It is a two-way integration. From Mews, Duve receives reservation dates, assigned rooms, the Mews confirmation number, guest contact details, nationality, booking source and reservation status, along with room data and whether room and tax charges are paid or unpaid. Mews products appear in Duve as extras and services. Going the other way, Duve writes back verified email and phone, guest country and language, pre-check-in answers including ID and passport details and address fields, estimated check-out time, the pre-check-out summary into the notes, and upsell purchases.

No. The connection itself is a token exchange your team performs in Mews and in Duve. Duve Support is there for the advanced sync options, and you should check with them before enabling those, but the basic two-way connection does not need a developer on either side.

Yes. Early check-in, late check-out, room upgrades and custom services sync back to Mews as an order and can be mapped to products you already have set up, so they land in the folio and in your Mews reporting rather than in a separate system.

Yes, if you have a Mews Pay subscription. Duve can push a tokenized card directly to the folio in Mews for guest billing and direct charges, and the tokenized card option is enabled through the Mews Technical Partner Success Team. Upsells through this route are supported for instant bookings. Properties that prefer Stripe, or that need SEPA direct debit, can keep using those instead.

Duve keeps its own database of everything it has already synced, so the Guest App, online check-in, DuveAI and guest messaging keep working. What pauses is new reservation data arriving from Mews. Anything Duve collects in the meantime queues and syncs back automatically once the connection is restored.

Yes. Each Mews property connects to Duve separately and can carry its own branding, check-in flow and settings, while sitting under one Duve company account. Guest profiles are shared at the company level, so a guest who stayed at one of your properties is recognised at the next one.