Hotels • Paris, France

How Maison Mère Personalizes Their Guest Experience with Duve

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Enhanced Personalization
Effective Upselling
Excellent customer service

Introduction

Maison Mere, a boutique hotel in the heart of Paris, prides itself on offering a unique and personalized guest experience. With a strong focus on guest relations, the hotel aims to make every guest feel at home. However, with the evolving demands of the digital age and the desire to further enhance their guest experience, Maison Mere sought a solution that would seamlessly integrate with their operations. Enter Duve, a suite of tools designed to revolutionize the hospitality experience.

Our goal is to know our guests before they arrive so that we can maximize personalization throughout the entire journey, and with Duve, we achieve that. We're now equipped to offer a truly personalized experience. Plus, with Duve we completely control everything and we have a wonderful Customer Success Manager that is always available for us

Clémentine Merle

Guest Relation Manager

Key Challenges

Limited Personalization: Before Duve, Maison Mere faced challenges in personalizing the guest experience. The previous guest experience tool they were using lacked the flexibility to offer tailored pre-stay surveys, leading to generic questions asked to all guests. This also led to a lack of personalized communications between the guest and hotel staff.
Difficulties managing the guest experience platform: With the previous tool they were using, Maison Mere experienced many issues and delays when requiring to perform changes or needing assistance.
Inefficient Upselling: The hotel lacked the capability to offer personalized upsells, missing out on potential revenue opportunities.

Duve’s Solution

Duve’s guest experience suite equipped Maison Mere with the tools necessary to enhance their guest experience. From tailored pre-arrival processes to efficient multi-channel communication, Duve enabled the hotel to create a unique journey for each guest, ensuring a personalized and memorable stay.

The Results

Enhanced Personalization: Duve’s online check-in enabled Maison Mere to gather specific details about guests’ trip purposes and preferences, like their favorite color. This information was then utilized for personalized touches, such as placing flowers in the guests’ preferred color in their rooms or incorporating the details into daily message cards from the staff to the guests. Additionally, by requiring guests to scan passports or identification cards in the online check-in, the front desk staff not only saved time at the reception, but could also recognize guests from their passport photos to personally greet them at their arrival.
Effective Upselling: Duve allowed Maison Mere to offer tailored upsells based on information provided in the online check-in, increasing revenue opportunities. For example, Maison Mere could automatically offer a love kit add-on for guests that specified that they were on a honeymoon, while they would automatically offer pet kits for guests that specified that they’re arriving with their pets. Additionally, the hotel successfully advertised its new restaurants via Duve, leading to increased bookings.
Excellent customer service: With Duve we completely control everything and we have a dedicated customer success manager that is always available for us.
Boosted Guest Satisfaction: By automating the online check-out process and gathering feedback, Maison Mere could collect feedback from guests about their experience before they’ve left the property. They noted an impressive average rating of 4.8. Additionally, guests who rated their stay 4 or higher were encouraged to leave a review on Tripadvisor, further enhancing the hotel’s reputation.

Conclusion:

Maison Mere’s collaboration with Duve showcases the transformative power of digital tools in the hospitality industry. By addressing key challenges and leveraging Duve capabilities, Maison Mere has set a new standard for personalized guest experiences. As they continue to innovate and adapt, Maison Mere remains committed to ensuring every guest feels like they’re stepping into their “mom’s house,” a place where they are known, valued, and cared for.