How ULIV Improved Guest Experiences and Achieved $20K Monthly Upsell Revenue with Duve.

Maximizing Upsell Potential: Prior to Duve, ULIV was using an alternative solution for pre-check-ins for their guests. They were not performing any automated upselling and quickly realized the potential of upselling prior to arrival as well as mid-stay, and began searching for a tool that would help them do so. They realized they were missing opportunities to generate additional revenue and improve guest experiences by not offering services like massages, early check-in, late check-out, and room upgrades.

Streamlining Guest Check-ins and Arrivals: With many properties operating without a reception, ULIV needed an efficient way to ensure guests completed check-in steps to access their apartments. Their previous solution only achieved a 50% online check-in rate, creating bottlenecks and delays.

Streamlining Guest Communications: ULIV used multiple tools for guest communications, leading to inefficiencies and slower response times. They sought a unified hub to centralize guest engagement across multiple communication channels.

$20,000+ Monthly Upsell Revenue: ULIV used Duve to embed upsell offerings directly in confirmation emails and pre-arrival messages, promoting services like early check-in, massages, pet fees, room upgrades, and late checkouts. They also placed QR codes in property lobbies, which direct guests to the Guest App for add-on purchases, local recommendations and other important information for the guests’ stays. This strategic approach not only boosted ancillary revenue to over $20,000 per month but also drove consistent month-over-month growth while improving guest satisfaction.

86% Online Check-in Rate: With Duve’s automated pre-check-in reminders, ULIV ensured that an average of 86% of guests complete the process before arrival, surpassing their KPI of 85% check-in rates. Guests appreciated the convenience, while staff used Duve’s dashboard to monitor check-in statuses in real time, ensuring a smooth arrival experience. Additionally, with Duve’s smart scheduled messaging capabilities, ULIV was able to automatically send access codes to guests upon check-in completion, further streamlining the arrival process.

1,460 Hours Saved Monthly: By automating communications, check-in, and check-out processes, ULIV significantly reduced manual workloads. Tools like Duve’s Communication Hub allowed them to interact with guests via WhatsApp, SMS, and email, ensuring timely communication via channels that guests are commonly using. The Guest App also became a central hub for guests to access local recommendations, arrival instructions, Wi-Fi details, and more. This level of engagement exceeded ULIV’s goal of four sessions per reservation, enhancing the overall guest experience, and saving the property staff significant time.