Case Study

Duve Powers 30% Increase in Guest App Engagement at SLS Barcelona During Primavera Festival

Sharon Bitton

Duve · 11月 04, 2025

SLS Barcelona, a luxury 510-room hotel under Ennismore's portfolio, opened its doors in early 2025. The hotel delivers a 5-star guest experience focused on premium hospitality, lively experiences, and culinary excellence.

Why it matters: SLS Barcelona partnered with Duve to replace front desk queries with proactive, multilingual communication sent directly to guests’ phones.

From dining options to event schedules, guests now receive timely updates via the Guest App, WhatsApp, and email - all tailored to their language and interests.

Top 3 Core Objectives: SLS Barcelona faced challenges in engaging a global audience during major events, promoting its on-site venues effectively, and maintaining seamless, real-time communication with guests to ensure a consistent, high-quality experience.

Engaging a Global Audience: During local events like the Primavera Sound festival, SLS Barcelona welcomed guests from around the world. Creating consistent, multilingual communications and promoting hotel programs across multiple channels was time-consuming and difficult to scale.
Informing Guests About Events: With six F&B venues including two restaurants, a rooftop bar, and poolside programming, SLS Barcelona needed a streamlined way to inform guests and drive interest, without relying solely on staff to manually promote offerings.
Providing Seamless, Real-Time Communication: Guests needed a fast and convenient way to reach hotel staff, and timely responses were essential. Ensuring smooth, efficient communication was critical to maintaining a high-quality guest experience.

"What I love about Duve is how intuitive and efficient it is. From creating emails to setting up popups and scheduling messages, it saves me time every day."

Joy Aussel

Marketing Executive

👍 Marketing Executive Joy Aussel said that Duve is extremely intuitive and efficient:

"What I love about Duve is how intuitive and efficient it is. From creating emails to setting up popups and scheduling messages, it saves me time every day."

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

Marketing Executive Joy Aussel said, about their decision: "It’s perfect for promoting our restaurants, events, and connecting with guests in real time."

📈 The results: SLS Barcelona implemented Duve's end-to-end guest experience suite, focusing on personalized communication and streamlined content distribution. From pre-arrival communications to pre-checkout, Duve's automation and intuitive interface allowed the hotel’s team to engage with guests at key moments without extra effort.

1. Multilingual Engagement Without Added Complexity: During the Primavera Festival, SLS Barcelona used Duve’s guest app to share content automatically translated into 25+ languages. From event schedules to blog posts, guests accessed localized content in their native language—enhancing their experience and saving the hotel team time on manual translations. One guest even noted in a 5-star review: “The hotel really put forth an effort to execute interesting activities for the festival and we appreciated that.”
2. 30% Boost in Guest App Engagement: Guest engagement with the app rose 30% during the Primavera music festival, showing a strong preference for real-time updates in their own language. Whether checking schedules, dining options, or daily events, guests accessed everything instantly—no waiting in lines or calling the front desk.
3. Scalable Promotion of F&B Venues On-site: SLS Barcelona deployed QR codes in guest rooms and reception areas, directing guests to specific posts within the Guest App and generating thousands of views. They reinforced this with timely emails, WhatsApp, and SMS messages, such as a post-check-in email promoting F&B venues, and scheduled WhatsApp messages that opened direct chats with the guest experience team.