Hotels • USA

Duve Takes Imagos Hospitality Group’s Hotel to the Next Level of Contactless

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Boutique hotel
100% contactless
4.7 star-rating

Introduction

In the boutique hotel industry, progress has been slow over the past few decades, with larger corporate establishments often overshadowing smaller businesses. However, Imagos Hospitality Group has broken through these barriers, leveraging modern technology to disrupt the status quo and lead a revolution in the industry. They have achieved this by creating unique and captivating locations and offering personalized experiences, all while maintaining exceptional design and style.

A key component of their success is the integration of Duve’s Guest App. This tool allows guests to check-in, request amenities like fresh towels, and receive local recommendations, all from their mobile devices. This seamless experience is a testament to Imagos’s efficient optimization and automation enhancements. Furthermore, Imagos’s commitment to inclusivity ensures that everyone can enjoy a memorable and truly hospitable accommodation experience.

Duve has transformed the way we communicate with our guests and allowed us to curate a truly unique customer journey that is aligned with our brand vision and creating an unforgettable hospitality experience

Matt Aitchison,

Chief Executive Officer at Imagos Hospitality Group

The Challenge

Imagos Hospitality Group, owners of Playpark Lodge in South Lake Tahoe, offers a boutique hotel experience designed for adventurous travelers seeking a hassle-free stay. As early adopters of contactless self-check-in in 2020, they were ahead of the curve in embracing the future of hospitality. However, their encounter with Duve revealed gaps in their system that needed to be addressed to elevate their solution. They decided to replace their existing system entirely and integrate Duve to provide a comprehensive guest experience. The success of this integration at Playpark Lodge led to the expansion of this tech solution to two additional boutique hotels in Lake Tahoe, California, with Duve playing a crucial role in enhancing the guest experience.

Duve’s Solution

Imagos Hospitality Group was on a quest for a comprehensive solution that would facilitate a 100% contactless business model without sacrificing customer support. They had three primary objectives:

Maintain a contactless business model: Without a front desk, Imagos aimed to create a system where guests could check-in online, access their rooms, and find any information they needed without the necessity of staff interaction.
Offer high-quality customer service: Despite the contactless system, they wanted to ensure guests had a comfortable and convenient way to communicate with their staff whenever necessary.
Provide a no-download guest app: They aimed to put all the information guests might need right at their fingertips, hence the decision to offer this service through a smartphone app.

Everyone is looking for that one stop solution, and Duve has set a standard that no other competitor has been able to achieve so far. Since we adopted Duve into our hotel tech stack, it's been game changing.

Ulysses Baltazar,

Chief Technology Officer at Imagos Hospitality Group

The Results

The resounding success of Playpark Lodge, coupled with the visionary leadership driving it, presented Imagos Hospitality Group with a remarkable opportunity to replicate and validate their tech stack solution in two additional boutique hotels located in Lake Tahoe, California. In this expansion, Duve emerged as a pivotal component of the guest experience going forward.

Imagos Hospitality Group significantly enhanced their contactless check-in process through their partnership with Duve, which enabled them to offer seamless automation right from the moment guests made their reservations. Given the nature of self-check-in hotels, providing access information was of utmost importance, and Duve’s automated arrival emails, SMS notifications, and information release prior to guests’ arrival sealed the deal for Imagos Hospitality Group.

Leveraging Duve’s pre-scheduled messages, they were able to effortlessly manage check-ins and check-outs with minimal manual efforts from their staff.

Once guests completed their pre-check-in, they gained full access to the unique guest app provided by Duve, which was web-based and required no downloads. Through this app, guests could explore essential information about the hotel, find answers to frequently asked questions, review terms and conditions, access their reservation details, and discover any additional offerings provided by the hotel, such as fun local activities or curated music playlists for their enjoyment during their stay. Notably, Duve’s analytics revealed a strong utilization of the guest app even during the pre-check-in phase.

The integration of Duve’s check-out feature allowed Imagos Hospitality Group to consistently receive valuable feedback from their guests, enabling them to optimize the entire guest journey from start to finish. As a testament to their commitment to excellence, Imagos Hospitality Group, under the guidance of their leadership, has amassed over 2,000 reviews with an impressive average rating of 4.7 stars for each of their hotels.