Hotels • Paris, France

Les Bulles De Paris case study

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4-star boutique hotel
Reduce workload
Collect guest feedback

Introduction

Les Bulles de Paris, a four star hotel, Located in the heart of the Latin Quarter in Paris invites people from all over the world looking to explore the beautiful sites of Paris. This 44 room hotel is constantly at 100% occupancy, with on-site facilities such as a restaurant and bar, wellness center and spa, coworking spaces and business lounges. Having to manage all the guests and operations at this level of occupancy was difficult, which is why Les Bulles de Paris was in search of the right solution that would help them manage their guest experience from end-to-end.

Before using Duve, we needed many different partners, but now we can depend only on Duve as a full end-to-end guest experience solution. The product is great, and the support we are receiving is amazing. Plus we are able to sell many early check-ins and late check-outs through Duve with very minimal effort from our side. Duve really helps us manage the full guest experience lifecycle.

Julie Noiraud

Front Office Manager

Key Challenges

Les Bulles De Paris wanted a seamless integrated system that would fit into their workflow and enable them to manage the entire guest experience from end-to-end–automated tasks, tracking customer feedback, and upselling various services.

Old fashioned Check-in/ Check-out: With so many guests coming and going, it means long lines for check-in and check-out. Les Bulles De Paris needed a system in place that would free up the front desk time and make guests’ lives easier.
No Upsell System in Place: Les Bulles De Paris had no system in place for generating additional services and upsells that would both generate revenue and increase customer satisfaction.
Lack of sufficient Communication: having so many guests at a given time makes it harder to communicate with guests in a timely way. This can mean that questions or concerns fall through the cracks and can lead to dissatisfied guests.
High workload of front-office staff: With 100% occupancy, it’s difficult to manage all guests’ needs in a timely manner. They required a way in which guests could more easily access information, which would ease the workload on the reception staff. Additionally, they wanted to be able to track all tasks being done by the cleaning team to ensure that the relevant tasks were being completed by the relevant staff members.
Uninformed about guest feedback: Collecting guest feedback is essential for Les Bulles De Paris both in order to maintain high ratings on OTA sites, and to guarantee that they were meeting requirements for annual property classification; the annual classification tests that the hotel undergoes requires actively collecting guest feedback to ensure that they can maintain their 4-star rating.

Duve’s Solution

With the goal to better manage their guest experience they decided to integrate Duve, a guest experience platform. With Duve Les Bulles De Paris was able to utilize the right tools to help manage large amounts of people checking in-and out daily, generate additional revenue streams, and boost efficiency of front desk staff.

We’re proud to see that with Duve, Les Bulles De Paris is able to better understand and serve the needs of their guests. We look forward to continually serving the needs of our customers such as Les Bulles De Paris and bringing value to the future of hospitality.

David Mezuman

CEO Duve

The Results

Almost immediately after implementing Duve, Les Bulles Des Paris was able to provide their guests with a full end-to-end guest experience solution, from allowing them to check-in online before their arrival, to creating a seamless communication center for guests to communicate with staff, to allowing them to easily purchase additional services from their web-based Guest App.

Faster, More Efficient Check-in: By utilizing Duve’s online check-in, Les Bulles De Paris was able to gather valuable information from guests, including their real email addresses, phone numbers, and ID documents, effectively enhancing their guest profiles.
Increased Upsells: Les Bulles De Paris was able to sell early check-ins and late check-outs with minimal effort from their staff. Additionally, they were able to offer guests special occasion packages straight from the Guest App and saw significant revenue boosts from these additional sales.
Clear and Automated Communication: By implementing Duve’s automated messaging tools, the staff at Les Bulles De Paris saw a significant reduction in time spent on communication. In 2022 alone, more than 10.5k automated messages were sent, including fully customized confirmation emails that aligned with the hotel’s brand and pre-scheduled messages promoting upsell offerings. Furthermore, guests were able to communicate with staff in up to 16 different languages, further streamlining the communication process.
Increased Operational Efficiency: They were able to efficiently manage tasks – from assigning individuals to specific tasks and all the way to specifying what exactly needs to be done. With Duve’s Guest App, they were also able to digitally provide guests with all the information they needed during their stay.
Honest Guest Reviews: Guests aren’t always comfortable to share their honest feedback in-person, however with Duve’s digital check-out, Les Bulles De Paris is able to collect feedback from guests before they’ve left the hotel, and potentially save themselves a poor review on OTA sites. They’ve also leveraged Duve’s digital check-out to help them meet a requirement of collecting guest feedback before check-out in order to maintain their 4-star ratings in the annual property classification.

Conclusion

Duve’s integration with Les Bulles De Paris’ positively impacted both guest satisfaction, and hotel management. The partnership created automations, and upsells that previously weren’t available to Les Bulles, and helped them reach new goals based on the exact solutions they needed. This shows how utilizing the right technology and guest experience platform can improve hotel performance, and guest satisfaction seamlessly and easily.