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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.
CEO, Charles Hope Apartments
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.
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.
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.
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