GUEST EXPERIENCE

Pick A Flat's Successful Implementation of Duve's Guest Experience Solution Led to a 98% Online Check-In Rate

Verified case study Hotel Tech Report has reached out to hoteliers at Pick A Flat to verify this case study.
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With nearly 200 apartments spread throughout very central and touristic areas around Paris, Pick A Flat was one of Duve's early adopters who implemented Duve into their tech-stack to automate online check-in and upsells.
Why it matters: Pick A Flat manages hundreds of apartments spread throughout a very busy and touristic city. This makes it difficult to adhere to every single guest request or need. They required a way to automate the check-in process and to allow their guests to easily access the apartment without much human interaction required.
  • Online-check-in rates boosted with Duve since Pick A Flat could automatically allow guests to upload identification documents, sign contracts, and access the apartments without the need for an individual to greet them and perform all bureaucratic requirements. Additionally, Duve's smart tools allowed Pick A Flat to easily upsell transportation services to guests.

Top 3 Core Objectives: Online-check-in was a must-have for Pick A Flat. They were looking for an automated and easy way to collect copies of guest documents and e-signatures on contracts. They also needed a way for guests to learn about house appliances and to purchase transportation services to arrive to the apartments from local airports or train stations.
  • Collect e-signatures for contracts: Pick A Flat required guests to sign off on house rules, so that they would not cause loud noises after a certain hour. This would protect Pick A Flat from any recurring complaints from neighbors of the apartments they were managing.

  • Automatically offer transportation services: Pick A Flat worked together with a local transportation service and they wanted to be able to easily offer transportation services for guests

  • Communicate with guests: Notifying guests about their arrival details and providing them with information about how to access the apartment was crucial. Doing all of this manually became difficult.

Duve

Offer your guests to check-in online before their arrival so they can skip the long lines at reception! Contactless is the new standard.

Innovators Mentioned

Pick A Flat
Duve
BT
Benjamin Toledano
Hotel Tech Report reached out to Benjamin Toledano who verified this case study.

Associate Director

Pick A Flat

"I'm very happy with Duve. We can easily send our guests pre-scheduled messages to let them know all the information that they will need. Once we take them through Duve's online check-in, they immediately know to contact us directly through Duve's chat after the check-in as well."

Benjamin Toledano

Associate Director

👍 Associate Director Benjamin Toledano said that Duve is the best way to be in direct contact with your guests.:
  • "I'm very happy with Duve. We can easily send our guests pre-scheduled messages to let them know all the information that they will need. Once we take them through Duve's online check-in, they immediately know to contact us directly through Duve's chat after the check-in as well."

⚖️ The selection process: During their research process, Benjamin Toledano evaluated Duve's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Duve was the best fit solution:
  • Associate Director Benjamin Toledano said, about their decision: "With Duve, we can always know our guests' arrival times and check-out times without the need for too many human interactions with them. Not only is it nice and comfortable for the guest, but it's also extremely helpful for the management."

📈 The results: Pick A Flat reached a 98% online check-in rate where they would allow guests to add all their personal details and purchase transportation straight from Duve's online check-in.
  • Pick A Flat would create a contract and add it to Duve's online check-in wizard to require all guests to read and e-sign the contract prior to their arrival.

  • Transportation services were automatically presented to guests during the online check-in. They would be able to easily purchase and reserve a personal driver from nearby airports or train stations. Additionally, since all the information synced from Duve's online check-in, the guests would only have to click 'Pay' and all of their arrival details would be automatically shared with the taxi service company.

  • Duve's pre-scheduled messages significantly benefited Pick A Flat. They prepared messages in advance to be sent to guests at 11 am on the day of arrival to share with guests arrival details, reservation details and any necessary information to access the apartment. This would help Pick A Flat make the experience 100% contactless.

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