Vacation Rentals • Europe

How Edgar Suites Automated 80% of Guest Inquiries Across 415 Properties with DuveAI

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Edgar Suites aparthotel Europe - 80% AI guest inquiry automation case study with Duve

80% of guests complete online check-in
AI-powered communication handles 80% of guest inquiries
With over six Guest App sessions per reservation

Introduction

Edgar Suites is a leading vacation rental and aparthotel brand, operating 415 properties across major European cities. In this Edgar Suites case study, we look at how a digital-first hospitality provider with no on-site reception managed to scale its operations and automate 80% of guest inquiries. To achieve this, the team needed a robust solution to streamline check-ins, elevate the digital guest experience, and centralize communication. After struggling with their previous setup, Edgar Suites turned to Duve to transform their day-to-day operations through generative AI.

DuveAI has transformed guest communications at Edgar Suites. With AI seamlessly handling over 80% of inquiries across WhatsApp, Airbnb, Booking.com, and SMS, we’ve significantly reduced response times while empowering our team to focus on complex interactions.

Claire Vatin

Responsible for Guest Satisfaction, Edgar Suites

Challenges

Handling Communications Across Multiple Channels: Edgar Suites previously used a different guest messaging solution but found it inflexible. The platform lacked integration with Airbnb and Booking.com chats, had no AI-driven automation, and didn’t support upselling opportunities. Managing messages manually across various platforms was time-consuming and inefficient.
Manual Guest Check-In & Key Code Distribution: With no physical reception, Edgar Suites needed a fully automated system for check-in instructions and digital key distribution. Previously, staff had to manually send access codes, leading to operational delays and inefficiencies.
Ensuring Guests Have All Necessary Information: Without an on-site reception, Edgar Suites had to ensure that guests could access all relevant information on demand. The digital reception team was overwhelmed with repetitive inquiries, highlighting the need for self-service solutions to reduce response times and improve efficiency.

Solution

Duve’s Advanced Guest Experience Suite enabled Edgar Suites to centralize communication, automate key processes, and enhance operational efficiency. With AI-driven automation, online check-in, and a unified messaging system, Edgar Suites improved guest interactions while freeing staff to focus on higher-value tasks. Duve’s Guest App also played a crucial role, providing guests with essential information and increasing their autonomy. As a result, Edgar Suites saw a significant drop in incoming messages.

DuveAI’s ability to deliver automated yet personalized, brand-aligned responses has been a true game-changer for us.

Claire Vatin

Responsible for Guest Satisfaction, Edgar Suites

Results achieved with Duve:

80% Online Check-In Completion – Enabling Direct Guest Engagement and a Seamless Arrival Experience: By implementing Duve’s online check-in, Edgar Suites captures guest emails and phone numbers for over 80% of bookings, enabling direct communication. Leveraging Duve’s integration with SAG locks, Edgar Suites automatically distributes room key information to guests. By automating key delivery through smart scheduled messages upon check-in completion, they eliminate arrival delays, ensuring a smooth, hassle-free experience.
Over 80% of Guest Inquiries Automated with Duve’s Generative AI Agents:

Edgar Suites has streamlined guest communications by consolidating inquiries from multiple channels—including WhatsApp, Airbnb, Booking.com, and email—into a Duve’s Communication Hub, enabling faster, more efficient responses.

By integrating DuveAI across its three largest brands, Edgar Suites has automated over 80% of guest inquiries, significantly reducing response times and boosting efficiency. DuveAI seamlessly handles FAQs and routine requests, allowing staff to focus on complex cases requiring human attention, such as invoice requests and booking modifications.

To maintain a consistent guest experience, Edgar Suites has trained DuveAI to align with its brand voice and communication style. The AI Agents are especially valuable during peak morning hours, when staff are catching up on tasks. With plans to expand DuveAI across all 17 remaining brands by February, Edgar Suites expects even greater efficiency gains.
Over 6 Guest App Sessions Per Reservation – Transforming Communication & Enhancing Efficiency: The Duve Guest App provides instant access to essential information, such as appliance instructions and local recommendations, reducing repetitive inquiries and the need for direct support. With guests engaging in over six sessions per reservation, the app has evolved into a primary communication channel, dramatically reducing calls to digital reception while fostering seamless interactions throughout the guest journey.

Conclusion

By implementing Duve, Edgar Suites has successfully digitized its guest engagement strategy, streamlined check-in and communication processes, and enhanced overall guest satisfaction. As they continue expanding DuveAI across all brands, Edgar Suites is well-positioned to scale its operations efficiently while maintaining a high level of service.