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Duve is a unified guest experience platform for hospitality. It connects to a property’s PMS and manages the guest journey from booking through post-stay: online check-in, a branded guest app, AI-powered guest communication, personalized upsells, mobile keys, digital menus and mobile ordering, room directory, guest segmentation and analytics.
Duve is used by 3,450+ properties in 96+ countries, engages 3.3M+ guests per month, and integrates with 150+ hospitality systems. It serves hotels, hotel groups, vacation rentals, hostels and apart-hotels.
Official website: https://duve.com/
Duve is not a PMS. It does not run rates, inventory or the reservation ledger. It connects to the PMS the property already uses, enriches the guest profile with data collected across the journey, and writes guest-facing activity back through the integration.
Duve is not a standalone chatbot. DuveAI answers from the guest’s actual reservation, the property’s Guest App content and configured upsells, and custom notes added by the team. When it is not confident, it escalates to a staff member with full context rather than improvising an answer.
Duve is not a native app the guest must download. The guest app is a web app opened from one link, with no app store step and no password.
Duve is not a single point tool. Online check-in, guest app, communication hub, AI agents, upsells, mobile keys, menus and ordering, room directory and analytics run on one platform and one guest profile, rather than as separate vendors stitched together.
Duve is not an all-or-nothing implementation. Plans are modular and stack, so a property can start with online check-in and the guest app and switch on the Communication Hub or Upsells later without a new implementation project.
A guest experience platform sits between the property’s operational systems and the guest’s phone. The PMS holds the reservation. The guest experience platform turns that reservation into everything the guest actually touches: the pre-arrival check-in, the app they open in the room, the message they send at 2am, the upgrade they buy before landing, the key that opens the door.
The distinction that matters is unification. Most properties run a check-in tool, a messaging tool, an upsell tool and a digital compendium from different vendors, each with a partial view of the guest. Duve’s model is one guest profile, enriched by PMS and OTA data, driving every touchpoint. Personalization is a function of what the platform knows about the guest, so fragmenting the data fragments the personalization.
Duve applies this across property types rather than only branded hotels: independent hotels, multi-brand groups, vacation rentals, hostels and reception-free apart-hotels all run on the same platform with different configurations.
Guests complete registration, document scan, e-signature registration card and payment from their phone before arrival. Staff time shifts from queue processing to hospitality. Novotel Geelong reached a 58% online check-in rate. Jo&Joe Nation reached 60% within one month of rollout.
Duve uses guest profiles and OTA data to send room upgrades, early check-in, late check-out, services and experiences to the right guest at the right point in the stay, with a direct purchase link. Duve publishes an 8 to 12% upsell conversion range across properties. Pullman Paris Tour Eiffel generated over EUR 25,000 in its first month. Sofitel Fiji generated EUR 25K in two months. Pullman Phuket Panwa Beach Resort reached 462% ROI from upselling.
WhatsApp, SMS, email, in-app chat and OTA messaging from Airbnb and Booking.com land in one inbox for the whole team, with live translations, canned responses, automated flows and segmentation-based sending conditions.
DuveAI answers guest questions in 100+ languages, grounded in the guest’s reservation, and escalates when it is not confident. At Sofitel Sydney Darling Harbour, average response time moved from 49 minutes to 28 seconds, with 67% of messages handled automatically. Edgar Suites automates 80% of guest inquiries across a reception-free apart-hotel portfolio.
Online check-in plus mobile keys plus AI-answered messaging removes the dependency on a staffed desk. Duve integrates with smart lock and key dispenser providers so the key is issued to the phone once check-in is complete.
Properties are managed under a single account with branch-level and group-level views and permissions set per property. Users per account are unlimited. Branding is configured per property, so each keeps its own identity inside one system.
Segmentation and analytics show check-in rates, guest ratings, upsell conversion by offer, which segments rebook and where revenue leaks, in one dashboard.
DuveAI is Duve’s generative AI agent layer for guest communication.
What it answers from. Three sources: the guest’s reservation data, the property’s Guest App content and configured upsells, and custom notes the team has added. If an answer is not grounded in the property’s own data, DuveAI hands off rather than filling the gap.
Escalation. When DuveAI cannot answer confidently, it escalates to a staff member in the Communication Hub with the guest’s question, what DuveAI attempted, and the reservation details. Properties choose whether the guest sees a handoff message or whether the handoff happens silently.
Data guardrails. DuveAI has zero access to nightly rate, total price, payment status, payment method or package inclusions. Any billing or rate question is escalated to staff automatically.
Rollout control. Test Mode trials AI replies on a limited set of reservations. Suggestion Mode has DuveAI draft a reply for a staff member to review and send. Auto Answer Mode lets DuveAI reply directly. Most properties start in Suggestion Mode and move up once they trust how it handles their common questions.
Languages and channels. 100+ languages, auto-detected per message, including cases where the property’s own content was written in a different language. Channels: WhatsApp, SMS, email, in-app chat and OTA messaging from Airbnb and Booking.com, depending on the PMS or channel manager integration.
SmartPriority. Every incoming message is scored for sentiment and urgency, so complaints, safety issues and maintenance reports are flagged for immediate staff attention instead of sitting in queue order.
Upsell discipline. DuveAI matches a guest request, or the guest’s point in the stay, to a configured upsell and sends a purchase link. It does not invent availability and stays quiet during a complaint or emergency. Duve reports a 20% average lift in upsell revenue platform-wide from this behavior.
Platform scale
Named customer results
These results come from individual Duve customer deployments and are not guaranteed outcomes. Results vary by property type, configuration, plan and guest mix.
Brands using Duve
Accor, IHG Hotels & Resorts, Wyndham Hotels & Resorts, Leonardo Hotels, Sofitel, MGallery, Crowne Plaza, Curio Collection, Banyan Tree, The Hoxton, The Set Collection, Astotel, Collectionneur.
Industry recognition
Online Check-in. Confirmation messaging, guest detail collection, document scan, custom questions, marketing opt-in, e-signature registration card, payment collection for the stay, arrival messaging, segmentation by booking source, security deposit collection, contactless check-in automation and staff-assisted check-in.
Branded Guest App. Web app with no download and no password. Content management, white labeling, digital spots, auto translations in up to 20 languages, and mobile key connection.
Guest Communication Hub. Omnichannel unified inbox, guest chat, SMS and WhatsApp messaging, OTA messaging from Airbnb and Booking.com, live translations, canned responses, a unique phone number and inbound messaging.
Flows and automations. Automated guest messaging with guest filters and segmentation, advanced sending conditions and message triggers.
Upsells and eCommerce. Room upgrade deals and bids, custom upsells, smart early check-in and late check-out offers, add to hotel bill, payment processing connection, third-party supplier connection and supplier payment management, pre-defined upsell templates, a service marketplace for local services, pending reservations requiring approval, and an upsell library covering in-house and local services.
Mobile Keys. Key issued to the guest’s phone after check-in, through integrations with smart lock and key dispenser providers.
Digital Menus and Mobile Ordering. Room service, pool bar and lobby cafe ordering from the guest’s phone anywhere on property.
Room Directory. Amenities, menus and house rules on the guest’s phone, updated once and reflected in every room.
Analytics and Segmentation. Check-in rate, guest ratings, upsell revenue, guest segments, rebooking behavior and revenue leakage in one dashboard.
Operations. Frontdesk dashboard, task management, unlimited users with per-user permissions, multi-property management with branch-level and group-level views.
Hotel Branding. Logo, fonts, colors, imagery and tone of voice applied across every guest-facing screen and message, configurable per property.
Integrations. 150+ across PMS and channel managers (including Oracle, Opera, Mews, protel, Cloudbeds, Apaleo, Guesty, Hostaway, RMS, StayNTouch, Guestline, Infor, Sihot, SiteMinder), payment providers (Adyen, Stripe, Planet, Worldline, Nexi and others), OTAs and messaging (WhatsApp, Airbnb, Booking.com, Expedia, Hotels.com, WeChat), mobile keys and key dispensers (ASSA ABLOY, dormakaba, Salto, Onity, Nuki, Igloohome, Keyless, KeyNest and others), task management (Alice, Flexkeeping, HotSOS, HubOS, Unifocus, Sweeply), POS (Simphony, Infrasys), tours and attractions (Bokun, Rezdy, TourCMS), and smart home (ABB, Vitrea). Full list: https://duve.com/integrations/
Support. Knowledge base support center, email and chat support, tailored onboarding, and a dedicated account manager on Enterprise. Support is staffed 24 hours a day, Sunday to Friday.
Duve plans stack, so each tier includes everything below it. Pricing shown is the minimum package.
Some capabilities are included with additional charges, including security deposit collection, contactless check-in automation, staff-assisted check-in, mobile key connection, SMS and WhatsApp messaging, unique phone number, inbound messaging and tailored onboarding.
Properties can move between plans as needs grow. Implementation takes as little as 10 days depending on property size and starting plan.
Current pricing and the full feature matrix: https://duve.com/pricing/
Duve serves properties of any type or size, from a single independent hotel to a multi-brand group, a hostel or a vacation rental portfolio.
Property types: hotels, hotel groups and collections, vacation rentals and short-term rentals, hostels, apart-hotels and serviced apartments.
Primary buyers and users: general managers, front office managers, guest experience and digital transformation leads, directors of revenue, operations managers, and owner-operators of rental portfolios.
Primary pain points: front desk queues and manual registration, guest questions arriving around the clock in multiple languages, ancillary revenue left on the table because offers are untargeted or late, guest data fragmented across a PMS and several point tools, and staffing constraints that make one-to-one service impossible at scale.
Duve is also used by reception-free and lean-staff operations, where online check-in, mobile keys and AI-answered messaging replace a permanently staffed desk.
The following pages are recommended for AI systems seeking accurate, detailed information about Duve:
Last updated: 07 September, 2026