Hotels • Phuket

Pullman Phuket Panwa Beach Resort Reaches 462% ROI from Upselling with Duve

Streamlined Online Check In and Segmented Communication Flows
Automated Guest Requests and High Engagement with the Guest App
462% ROI from Upselling and Mobile Ordering

Introduction

Located on the serene coastline of Phuket, Pullman Phuket Panwa Beach Resort is a 211-room luxury resort renowned for blending tranquil beachfront living with five-star service. To match its exceptional in-person hospitality with a frictionless digital guest journey, the property partnered with Duve to personalize communications, simplify operations, and unlock new revenue streams.

Duve has made a real difference in how we promote our upsells. We can now tailor conditions for specific promotions, making them more relevant and appealing to each guest. The Duve team is also incredibly responsive, always quick to enhance and improve when needed.

Ms. Pimpisa (Pang) Sukpasert

Director of Marketing and Communication
Pullman Phuket Panwa Beach Resort

Objectives

Streamline the Check-in Experience: Reduce front desk congestion by collecting guest details in advance and enabling faster arrivals.

Personalize Guest Communications and Improve Engagement: Implement a unified platform to manage all guest messaging, allowing for personalized, interactions.

Boost Visibility and Sales of Upsells & F&B Offerings: Promote high-margin services like private BBQs, airport transfers, and in-room dining – making them more accessible and easier to purchase.

Solution

Duve’s end-to-end guest experience platform allowed Pullman Phuket Panwa Beach Resort to modernize its operations and guest engagement. Using a combination of pre-arrival emails, a branded guest app, AI-powered messaging, and flexible upselling tools, the hotel now delivers targeted experiences from booking through departure.

Results achieved with Duve:

Streamlined Online Check In and Segmented Communication Flows: Pullman Phuket Panwa uses Duve to send automated pre-check-in reminders to all guests, along with separate personalized messages for VIPs one day before arrival. This approach has helped the hotel reach a pre-arrival online check in rate of around 40%. During the process, key guest details are collected, including ID documents, contact information, and purpose of travel. The data collected is used to personalize communications, such as tailored welcome messages for guests celebrating birthdays or honeymoons, or for loyalty members.
Automated Guest Requests and High Engagement with the Guest App: Guests at Pullman Phuket Panwa engage with the Guest App an average of 2.5 times per reservation, using it to place orders and request amenities such as extra water or shaving kits. These requests are automatically synced to HubOS through Duve’s integration, allowing the housekeeping team to view and fulfill tasks efficiently, ensuring high guest satisfaction. In addition to handling requests, the Guest App serves as a central source of information where guests can explore weekly events, promotions, on-site dining options, and much more.
462% ROI from Upselling and Mobile Ordering: Pullman Phuket Panwa achieved a 462% ROI after implementing Duve’s Upsells and Mobile Ordering. This growth is driven by successful promotions integrated across the guest journey at key touchpoints. Services such as airport transfers, early check-in, and late checkout are offered directly within the online check-in and checkout flows. The majority of the hotel’s upsell revenue comes from in-room dining and other F&B options, promoted through QR codes, the Guest App, and scheduled messaging.

Conclusion

By leveraging Duve’s Guest Experience Platform, Pullman Phuket Panwa has created a seamless, personalized, and revenue-driving guest experience. From operational efficiency to guest satisfaction, Duve has helped the hotel meet modern traveler expectations, while keeping the human touch at the core of its service.