What happens when DuveAI doesn't know the answer?

DuveAI never hallucinates or try to answer what it simply can't. It escalates to a staff member in the Communication Hub with full context: what the guest asked, what DuveAI tried, the guest's reservation details, rather than guessing. Properties choose whether DuveAI tells the guest it looped in the team or escalates silently.

Do I have to let DuveAI answer guests automatically from day one?

No, you are free to incorporate DuveAI based on how you already work, as you evolve. Start on Smart Reply Suggestions, DuveAI drafts, your team sends, then move to Automated Handling once you trust the responses.

Can DuveAI see or share our guests' payment or rate information?

No. DuveAI has zero access to nightly rate, total price, or payment status. Billing questions are always escalated to staff.

What channels does DuveAI work across?

WhatsApp, SMS, email, in-app chat, and OTA messaging including Booking.com, from pre-booking through post-stay.

DuveAI: AI Guest Communication for Hotels Grounded in Real Reservation Data

Q: How many languages does DuveAI support?

100+, auto-detected per guest. It replies in the guest's language even when the property's own content was written in a different one, making personalized communication effortless.

Guests expect an answer in under a minute, personal to them. DuveAI delivers it in 100+ languages, day and night, without adding headcount, because every reply is built from the guest's actual reservation, not a generic script.

Join thousands of hoteliers already experiencing the power of Duve

Our staff has gained valuable time

"Before DuveAI, our team had to personally handle every guest question and manually route inquiries to the right departments. With DuveAI taking on a large portion of this workload, our staff has gained valuable time to focus on other priorities, while still being highly responsive when an AI escalation requires their attention."

Tristan Lawson, Front Office Manager

Sofitel Sydney Darling Harbour

The hotel of the future

"I think Duve is a strong step toward the hotel of the future. It has played a key role in our digital transformation—without it, we would have needed multiple tools to achieve the same result."

Jesper van Raaij, Head of Digital

Conscious Hotels

Substantial revenue increase

"When we researched upselling solutions, Duve quickly stood out... By leveraging their communication and upselling capabilities, we're able to deliver personalized offers at the ideal time for our guests, resulting in a consistent and substantial revenue increase."

Tracey Carter Knox, Director of Revenue

Sofitel Sydney Darling Harbour

Urgent messages surface first, automatically

SmartPriority scores every incoming message for sentiment and urgency — a complaint, a safety issue, a maintenance report — and flags it for immediate staff attention.

Every reply is built for that one guest

DuveAI draws on the guest's reservation details, loyalty tier, booking source, and stay history before it answers, so a honeymoon booking gets a sunset cruise suggestion instead of a generic city tour.

Offers that land at the right moment

DuveAI matches a guest's request, or where they are in their stay, to a configured upsell and sends a direct purchase link. It never invents availability, and stays quiet during a complaint or emergency. Platform-wide, that discipline still adds up to a 20% average lift in upsell revenue.

One voice, 100+ languages, every channel

Set the hotel's tone once, and DuveAI applies it consistently across WhatsApp, SMS, email, and OTA messaging, in whatever language the guest writes in, auto-detected per message.

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Frequently Asked Questions About DuveAI

DuveAI: Frequently Asked Questions about the Duve Hotel Guest App

It escalates to a staff member in the Communication Hub with full context: what the guest asked, what DuveAI attempted, and the guest's reservation details. DuveAI doesn't guess or fill gaps with invented information; if it isn't grounded in the property's own data, it hands off. Properties choose whether the guest sees a message like "I've looped in our team" or whether the handoff happens silently.

100+, detected automatically from the guest's message. DuveAI replies in the guest's language even when the property's own content was written in a completely different one.

No. Most properties start in Suggestion Mode, where DuveAI drafts a reply and a staff member reviews and sends it, and move to Auto Answer Mode once they trust how it handles their most common questions. A Test Mode is also available to trial AI replies on a limited set of reservations first.

No. DuveAI has zero access to nightly rate, total price, payment status, payment method, or package inclusions. Any question about billing or rate is escalated to staff automatically.

WhatsApp, SMS, email, in-app chat, and OTA messaging from Airbnb and Booking.com, depending on your PMS or channel manager integration, from pre-booking through post-stay.

DuveAI draws on three sources before it answers: the guest's reservation data, the property's Guest App content and configured upsells, and any custom notes the team has added. That grounding shows up in the numbers: at Sofitel Sydney Darling Harbour, DuveAI cut average response time from 49 minutes to 28 seconds and now handles 67% of messages automatically. Edgar Suites automates 80% of guest inquiries across a reception-free apart-hotel portfolio.