How Conscious Hotels Increased Upsell Revenue by 20–25% While Scaling Guest Communication with AI

Challenges

• Limited Revenue from Manual Upselling: Upselling was primarily managed at the front desk and through emails, making it inconsistent and difficult to scale. Without automation or personalization, revenue potential remained underutilized.

• Slow and Fragmented Guest Communication: Guest communication was managed almost entirely via email, leading to delayed responses and increasing pressure on the reservations team—especially as guest expectations shifted toward instant replies.

• Operational Strain Amid Staffing Challenges: Like many hospitality groups, Conscious Hotels faced staffing limitations. Teams struggled to balance operational tasks with delivering fast, high-quality guest interactions.

Solution

After evaluating multiple providers, Conscious Hotels chose Duve for its all-in-one solution, eliminating the need for multiple disconnected tools.

With Duve, Conscious Hotels built a scalable guest journey where guest app, communication, and upsells work seamlessly together—supported by DuveAI, the Communication Hub, and integrations with GoTicking and Mews to streamline operations and enhance oversight.

Results achieved with Duve:

• 20–25% Increase in Upsell Revenue Through Segmentation:
  By leveraging Duve’s segmentation—using arrival and additional check-in data—upsell offers are precisely tailored to each guest, driving high personalization and a 20–25% increase in upsell revenue.

• Faster Response Times with AI:
  With 60% of inquiries handled automatically with DuveAI, guests now receive immediate responses, significantly improving response times and reducing pressure on staff.

• Improved Performance Through Centralized Control:
  By centralizing all guest touchpoints in one platform, the team reduced operational overhead, and improved control with clear response-time KPIs across properties.

Conclusion

By adopting Duve, Conscious Hotels streamlined operations, improved guest communication, and unlocked new revenue opportunities. With automation and AI at the core of their strategy, the group is well-positioned to scale efficiently while continuing to enhance the guest experience.