Vacation Rentals • UK and Europe

Here’s how Charles Hope Revamped Their Guest Engagement with Duve

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Created additional revenue streams during COVID
Improved OTA ratings
200 apartments

Introduction

Charles Hope Apartments, a provider of luxurious serviced apartments throughout the UK and Europe, has been committed to offering stylish accommodations and an extraordinary customer experience since its establishment in 2016. With a dedicated team of professionals and a focus on surpassing guest expectations, Charles Hope has built a strong reputation in the hospitality industry.

Our guest services team lives and breathes Duve. Honestly, if we ever decided that we wouldn't want to use Duve anymore and we told that to our Guest Services team, they may have a breakdown. The best part? It's very easy to use,

Richard Maurin,

CEO, Charles Hope Apartments

The Challenge

In the lead-up to the COVID outbreak, Charles Hope recognized the need for a comprehensive solution that could streamline and automate their operational and communication processes. The company faced the challenge of managing multiple apartments remotely, especially given its international presence with staff located in both Cape Town, South Africa, and the UK.

They required a user-friendly system capable of efficiently managing and storing crucial information pertaining to operations, communications, upsells, and customer feedback. The solution needed to bridge the geographical gap and provide a centralized platform for organizing and accessing essential data.

Duve’s Solution

Charles Hope found the perfect fit in Duve, a comprehensive solution that enabled them to automate various manual operations, including guest communication, arrival procedures, and instructions for operating apartment appliances. Duve’s online check-in feature allowed Charles Hope to gather guest information before arrival and facilitate e-signatures and document submission.

The company also leveraged Duve’s comprehensive guidebook, which included instructional videos on operating various appliances within their serviced apartments. Furthermore, Duve’s intelligent tools that automatically checked for availability helped Charles Hope increase their revenue streams by offering options such as early check-in, late check-out, and paid check-in to guests.

I can’t even remember how we did it before Duve. Duve has become an integral part of our business allowing a flow of information to be collected and releasing our Guest Services team to spend more time providing great service to our guests. Duve essentially has become our front of house with upsells sold and guest information provided on the guest's terms.

Richard Maurin,

CEO, Charles Hope Apartments

The Results

The integration of Duve was a success, as expressed by CEO Richard Maurin, who emphasized its seamless integration within their technology stack. The Charles Hope Guest Services team fully embraced Duve, finding it indispensable, particularly during challenging times like the COVID pandemic when additional revenue streams were crucial.

With Duve’s support, Charles Hope achieved remarkable results, including the successful automation of contactless check-ins, the provision of comprehensive how-to guides for apartment appliances through the guest app, and business growth during the pandemic. The platform facilitated remote work capabilities, enabling the Charles Hope team to operate efficiently from anywhere in the world. Thanks to Duve, Charles Hope not only experienced improved guest satisfaction but also established a strong online presence with positive external reviews, attracting a significant flow of quality traffic and further enhancing their reputation in the industry.