As part of the Accor portfolio, Sofitel Hotels & Resorts are synonymous with luxury, elegance, and world-class service. From the heart of London to the shores of Fiji, Sofitel properties are trusted to deliver a consistently premium experience to discerning travelers.
But maintaining that level of personalization and operational excellence across dozens of hotels worldwide is no small task. Guest expectations are rising, digital touchpoints are multiplying, and efficiency has never been more critical.
That’s why multiple Sofitel hotels around the globe have partnered with Duve, the guest experience platform built to centralize communication, streamline operations, and unlock new revenue opportunities.
What drew us to Duve was how effortlessly it automates the guest experience while still allowing for deep personalization. We’d used other guest apps, but Duve truly takes it to the next level. Each guest receives a uniquely tailored experience—even within a unified platform.
Sarah Aitken
E-Commerce & Digital Marketing Manager, Sofitel Fiji Resort & Spa
Global Luxury, Localized Experiences
While Sofitel hotels share a brand identity, each property must reflect its local culture and meet the unique expectations of its guests. Duve allows Sofitel to unify guest communication and personalization on a single platform—while still adapting to each property’s needs.
Here are some highlights of how Sofitel hotels are already leveraging Duve:
-
Sofitel Mexico City Reforma: Achieved 816% ROI in just one month through upsells, while using automated communication flows and mid-stay surveys to capture real-time feedback.
-
Sofitel Sydney Darling Harbour: Generated over $35,000 AUD in upsell revenue in a single month, thanks to personalized WhatsApp messages and optimized check-in processes.
-
Sofitel London St James: Increased guest satisfaction scores year-over-year, while automating workflows and segmenting communications by guest profile and loyalty tier.
-
Sofitel Fiji Resort & Spa: Delivered €25,000 in upsell revenue in under two months, while tailoring digital experiences for adults-only vs. family guests.
And these are just a few examples. From Paris to Melbourne to Mumbai, nearly 20 Sofitel hotels worldwide are already embracing Duve as their trusted guest experience partner.
The Enterprise Impact
For a global luxury brand like Sofitel, Duve provides benefits that extend far beyond individual properties:
-
Centralization: One unified platform to manage all guest-facing technology.
-
Personalization at Scale: Segmented offers and communications based on booking source, guest type, or loyalty status.
-
Revenue Growth: Automated, targeted upsells that consistently generate ROI.
-
Operational Efficiency: Reduced workload for staff through automated check-in, messaging, and workflows.
-
Brand Consistency: Standardized engagement across properties, while still allowing for local flexibility.
With Duve, we’ve been able to centralize and personalize the entire guest experience at scale. As a luxury brand, guest satisfaction is extremely important to us—and with Duve, our communications feel tailored to each guest. When they receive an email, it truly feels like it was written just for them. On top of that, the ROI from upselling speaks for itself.
Sylvain Chauvet
General Manager, Sofitel Mexico City Reforma
Built for Global Hotel Brands
What’s happening at Sofitel is part of a broader trend: large hotel groups are looking for scalable, enterprise-ready solutions that can deliver both consistency and flexibility across their portfolios.
Duve is proving its value not just as a guest communication tool—but as a strategic enabler for multi-property hospitality brands. With its ability to combine automation, personalization, and seamless integration, Duve helps global leaders like Sofitel stay ahead of guest expectations while driving measurable business results.
Beyond Sofitel: A Blueprint for Global Hotel Brands
What’s happening at Sofitel is not an isolated success—it’s part of a larger movement across the hospitality industry. Large hotel groups are under growing pressure to deliver personalized guest experiences at scale, maintain brand consistency across markets, and drive profitability without adding staff burden.
Duve is emerging as the strategic partner that makes this possible. By bringing together automation, personalization, and centralization in one platform, Duve equips enterprise brands to:
-
Scale globally while staying local – ensuring each property reflects its unique identity without compromising the brand promise.
-
Unlock new revenue streams – through upsells, cross-sells, and targeted offers that feel natural and guest-centric.
-
Empower staff – by reducing manual tasks and freeing teams to focus on high-value, human interactions.
For hotel groups navigating the complexities of today’s market, Sofitel’s success demonstrates the future of luxury hospitality: a world where technology doesn’t replace service but enhances it, ensuring every guest, in every property, receives the experience they deserve.
Ready to see how Duve can elevate your guest experience?
Book a demo today.
About the author
The Duve team comprises hospitality experts specializing in guest experience personalization, operational optimization, and innovative hotel technologies. With deep industry knowledge, they help hospitality providers elevate service, enhance satisfaction, and drive growth.