How Conscious Hotels Increased Upsell Revenue by 20–25% While Scaling Guest Communication with AI
Download PDF
-
20–25% increase in upsell revenue across properties
-
60% of guest inquiries handled automatically with DuveAI
-
One unified platform to manage 9 properties, eliminating the need for multiple tools
Introduction
Conscious Hotels, together with Hotel V (acquired in 2023), manage 9 properties and 685 rooms in Amsterdam on Mews. The hotel group has set out to modernize its guest experience while maintaining efficiency across a growing portfolio.
In this Conscious Hotels case study, we examine how the team, led by the Head of Digital, focused on increasing revenue, improving response times, and scaling operations—without adding complexity or scattered tools.
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.
Head of Digital
Conscious Hotels
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.
