Case Study

How Domaine de Biar Elevates their Guest Experiences with Duve and Achieves 143% ROI

Sharon Bitton

Duve · 12月 13, 2023

Domaine de Biar, a picturesque 18th-century property transformed into a luxurious 4-star hotel, offers guests an elegant getaway surrounded by nature. When Domaine de Biar discovered the potential of Duve, they eagerly embraced the opportunity to enhance guest experiences and streamline their operations. In this case study, we delve into how Domaine de Biar harnessed Duve's capabilities to achieve remarkable results in terms of ROI, operational efficiency, and guest satisfaction.

Why it matters: In today's competitive hospitality industry, providing exceptional guest experiences goes beyond offering comfortable accommodations.

Guests seek personalized interactions, convenience, and seamless processes. By partnering with Duve, Domaine de Biar aimed to not only meet but exceed guest expectations. This commitment to guest satisfaction not only enhances the property's reputation but also contributes to increased loyalty.

Top 3 Core Objectives: Domaine de Biar's objectives revolved around three key areas: improving guest communication, maximizing upselling opportunities, and enhancing operational efficiency.

Effective Guest Communication: Domaine de Biar aimed to streamline guest communication by replacing manual processes with automated tools. The goal was to ensure prompt and consistent responses to guest inquiries and to eliminate the need for tracking phone numbers or managing multiple communication channels.
Maximizing Upsell Opportunities: The property sought to maximize revenue by promoting add-on services such as breakfast, early check-in, massages, and late check-out. The challenge was to effectively promote these services to guests and encourage their purchase.
Enhancing Operational Efficiency: As the property expanded, managing guest interactions and requests became increasingly complex. Domaine de Biar recognized the need for a unified platform to streamline operations and simplify the check-in process, especially for late arrivals.

"When I heard about Duve for the first time, I thought to myself ‘Oh my gosh, YES!’ I'm really happy about Duve and all its functionalities, they get a 5/5 rating from me."

Francesca Schiraldi

Development Manager

👍 Development Manager Francesca Schiraldi said that if she had to rate Duve from 1-5, it would definitely be a 5:

"When I heard about Duve for the first time, I thought to myself ‘Oh my gosh, YES!’ I'm really happy about Duve and all its functionalities, they get a 5/5 rating from me."

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

Development Manager Francesca Schiraldi said, about their decision: "The three most interesting functionalities for us are the automated communications with guests, the guest app, and of course, the upsells which help us provide an even better experience for our guests."

📈 The results: To address these challenges, Domaine de Biar implemented Duve and leveraged its comprehensive suite of tools and features.

Duve consolidated all guest communications within one platform. This streamlined guest communication and ensured that guests received prompt and consistent responses. Additionally, guests could easily access information about the property's amenities and services through QR codes placed in rooms, leading them to their personalized guest app. Moreover, Domaine de Biar successfully encouraged more direct bookings from return guests by creating an automated email with a promo code offered after guests had left the property.
With Duve, Domaine de Biar effectively promoted add-on services. Pre-check-in emails invited guests to explore and purchase these services, leading to increased revenue. The streamlined process contributed to an impressive average monthly ROI of 143%.
Duve streamlined operations for Domaine de Biar, especially concerning late arrivals. Given that their reception closes at 10 pm, they utilized the integration of SaltoPro Access mobile keys through Duve to allow late arrivals to easily access the property and their rooms.