Hotels • Worldwide

Doubling Online Check-In Rate: A Fattal & Duve Success Story

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Immediate shortening of check-in lines
Hotel chain
Over 40,000 rooms

Introduction

Fattal Group, a leading hospitality company with a vast portfolio of over 200 hotels spanning Israel and Europe, has always envisioned implementing a central hub to unify customer communications and elevate the guest experience across their entire hotel group. The goal was to create a platform where guests could effortlessly discover locations, explore all hotel possibilities, and create the most personalized experiences.

Our goal is not only to shorten the check-in lines, but to truly reshape the way guests check-in and interact with our hotels. Duve has taken us lightyears ahead, and both our staff and guests love this direct, personal interaction.

Dor Levin,

Product Manager

The Challenge

The challenge for Fattal was twofold. Firstly, they needed to cater to the evolving preferences of modern travelers who were not always eager to download a dedicated app solely for their vacation. This meant exploring solutions that revolved around a web-based application.

Secondly, they needed a solution that could integrate essential core services like online check-in, streamlined guest communications, enticing upselling options, as well as convenient features like remote door control and mobile keys. The solution also needed to be easily implemented with minimal time and complexity given the large scale, expanse, and geographical reach of the Fattal group.

Duve’s Solution

After a thorough exploration of various market solutions, Fattal found the perfect fit in Duve. Duve’s personalized online check-in system allowed Fattal to double the online check-in ratio, reducing physical check-in wait times.

Duve’s omni-channel communication hub enabled direct two-way communication between guests and staff via WhatsApp, email, web app, or SMS. The solution also upheld Fattal’s brand throughout the guest experience, achieving personalized interactions and effective guest segmentation.

The Results

The implementation of Duve throughout Fattal’s entire hotel chain led to an instant reduction in check-in queues, transforming the guest check-in process and revolutionizing the way guests engage with their hotels. The first hotel was seamlessly integrated within a swift two-week timeframe, while the additional hotels accomplished the integration in less than 48 hours, showcasing remarkable efficiency.

Fattal’s internal teams embraced Duve as a valuable tool in their daily operations, enhancing inter-hotel teamwork, simplifying the tasks of reception teams, and equipping managers with comprehensive insights and analytics to continually enhance the overall guest experience.