Case Study

Maison Mere & Duve: Crafting Personalized Guest Experiences in the Digital Era

Sharon Bitton

Duve · 10月 20, 2023

Maison Mere, a boutique hotel in Paris, sought to enhance its guest experience in the digital age. They turned to Duve, aiming to seamlessly integrate technology with their renowned hospitality.

Why it matters: In the heart of Paris, Maison Mere stands out for its commitment to personalized guest experiences. Yet, the evolving digital demands posed challenges, making the integration of a solution like Duve pivotal for their operations.

Duve's suite of tools offers tailored pre-stay processes, efficient communication channels, and personalized upselling opportunities, aligning perfectly with Maison Mere's vision of a unique guest journey.

Top 3 Core Objectives: Maison Mere aimed to overcome challenges in personalization, platform management, and upselling.

Limited personalization: Maison Mere's previous tool lacked flexibility, leading to generic pre-stay surveys and a gap in personalized communications between guests and staff.
Platform Management Issues: Maison Mere faced delays and issues with their previous guest experience platform, hindering efficient changes and assistance.
Inefficient Upselling: The hotel's previous system missed opportunities for personalized upsells, leaving potential revenue untapped.

"Our goal is to know our guests before they arrive so that we can maximize personalization throughout the entire journey, and with Duve, we achieve that. We're now equipped to offer a truly personalized experience."

Clémentine Merle

Guest Relation Manager

👍 Guest Relation Manager Clémentine Merle said that their main goal is to personalize the guest journey as much as possible:

"Our goal is to know our guests before they arrive so that we can maximize personalization throughout the entire journey, and with Duve, we achieve that. We're now equipped to offer a truly personalized experience."

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

Guest Relation Manager Clémentine Merle said, about their decision: "With Duve we completely control everything and we have a wonderful Customer Success Manager that is always available for us."

📈 The results: With Duve, Maison Mere transformed their guest experience, achieving enhanced personalization, effective upselling, and boosted guest satisfaction.

Duve's online check-in gathered specific guest details, allowing for tailored touches like flowers in guests' favorite colors and personalized daily message cards. The automated passport scanning also facilitated personal greetings upon guest arrivals.
Tailored upsells, based on online check-in information, opened new revenue streams. Maison Mere could offer specific add-ons, such as love kits for honeymooners or pet kits for guests with pets. Their new restaurant also saw increased bookings through Duve promotions.
Automated online check-out and feedback collection led to an impressive average rating of 4.8. Guests with high ratings were encouraged to review on Tripadvisor, enhancing the hotel's reputation.