Astotel achieves 8x increase in opt-in email addresses collected with Duve

GUEST EXPERIENCE

Astotel, a collection of seventeen 3- and 4-star boutique hotels, is renowned for its range of uniquely-themed accommodations across the prestigious areas of Paris. At the end of 2022, Astotel introduced Duve in two of its hotels, and by May 2023, it aims to implement Duve in the remaining 15 hotels. With over sixty years of hospitality knowledge and its excellent guest reviews, Astotel partnered with Duve to bring their guest service to an even higher level.

Why it matters: Astotel is a company committed to exceptional guest satisfaction, providing personalized service for a memorable stay. Their 17 hotels are consistently rated among the top 10% in France on Tripadvisor and highly recommended on online travel agency sites. Astotel leverages Duve's guest experience management platform to elevate their guests' stays, making check-in a seamless process while providing exceptional personalization. This integration allows Astotel to streamline check-in procedures, reduce wait times at reception and capture crucial guest information, leading to an increase of 8x in email address collection for post-stay marketing. The result? An improved guest experience and a boost to Astotel's marketing efforts.

Today, Astotel uses Duve via a full integration with Opera 5 (Oracle’s on-premise PMS) and Opera Cloud. Astotel migrated to Opera Cloud via OHIP, to allow for an even more flexible integration with Duve. Additionally, Astotel leverages Duve's support for hotel groups, unifying management of all hotel branches under one central account. This facilitates viewing of operations across all hotels, streamlining relevant activities, and tailoring specific operations for individual hotels. Astotel gains access to group analytics, allowing them to monitor the performance of each hotel and guests, and enabling them to identify areas for optimization across their portfolio.

Top 3 Core Objectives: Astotel faced challenges in collecting guest emails, managing long reception wait times, and efficiently communicating with guests about hotel information and nearby activities.

Difficulty in collecting email: Astotel had a hard time in capturing guest email addresses (especially from OTA’s) for hotel retention and post-stay marketing purposes.
Long wait lines at: Astotel struggled with long wait lines at reception during the check-in process, causing inconvenience for guests.
Inefficient communication with guests: Astotel faced challenges in efficiently communicating with guests, leading to a high volume of in-person requests and questions at the reception. This included difficulties in providing information about the hotel or nearby activities.

Innovators Mentioned

Astotel

Duve

Jonathan Cachan

Head of Strategy & Development

Astotel

"With Duve, our guest service has reached a new level, and we have seen an immediate benefit in our operations. With the opt-out method for collecting email addresses, we collected 8x more email addresses compared to our previous opt-in approach, allowing us to improve our post-stay marketing efforts. Additionally, with the ability to view operations across all hotels, we can now make data-driven decisions to enhance our guests' stays."

Jonathan Cachan

Head of Strategy & Development

👍 Head of Strategy & Development Jonathan Cachan said that with Duve, they enhanced guest service, collected 8x more emails using the opt-out method, and made data-driven decisions across all hotels:

"With Duve, our guest service has reached a new level, and we have seen an immediate benefit in our operations. With the opt-out method for collecting email addresses, we collected 8x more email addresses compared to our previous opt-in approach, allowing us to improve our post-stay marketing efforts. Additionally, with the ability to view operations across all hotels, we can now make data-driven decisions to enhance our guests' stays."

⚖️ The selection process: During their research process, Jonathan Cachan evaluated Duve's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Duve was the best fit solution:

Head of Strategy & Development Jonathan Cachan said, about their decision: "Duve has become an essential tool for us as we continue to prioritize exceptional guest satisfaction and hotel efficiency."

📈 The results: Within weeks of rolling out Duve, Astotel’s entire team as well as Astotel’s guests experienced an immediate benefit from Duve.

Astotel and Duve's collaboration resulted in a remarkable increase in email addresses collected for post-stay marketing. By switching from an opt-in to an opt-out method in Duve's online check-in, Astotel collected 8x more email addresses compared to their previous opt-in approach. The opt-out method was fully GDPR compliant and allowed the hotel's marketing team to collect 36% opt-ins, an impressive 8x increase from the 4.5% opt-ins collected before Duve's implementation.
Astotel leverages Duve's online check-in to streamline their reception process, reducing wait times for guests and allowing guests to effortlessly provide required information, including email addresses and e-signatures, before arrival. This results in a smoother check-in experience for guests and staff.
Astotel used Duve’s digital spots in their hotels to allow guests to easily access the online-check-in and their guest app by simply scanning a QR code available in the hotel. The digital spots allow guests to complete their online check-in through Duve, while the guest app provides guests with access to important information about the rooms, contact information for hotel staff, facilities, and nearby public transportation. This enhances the guest experience by making all necessary information readily available, promoting efficient and smooth communication between guests and the hotel.