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Review of Duve

8
Fast guest messaging that cuts calls — AI replies need context
Receptionist from 200 to 499 room Boutique Hotels in London (United Kingdom)
Verified
2 days ago
Products Reviewed
Upselling Software
Hotel Guest Apps
Mobile Ordering & Room Service
What do you like most?
I really like how the platform allows us to respond to guests quickly and efficiently. Being able to communicate with guests through messages helps us resolve questions and issues without always needing to speak to them over the phone. This has helped reduce the number of calls we receive, giving us more time to focus on other tasks and making the overall experience smoother for both guests and staff. I also find the new feature that shows when colleagues are typing really useful. It helps us see when someone is already responding to a guest, which makes communication within the team easier and reduces the chance of multiple people replying to the same message. It is a small feature, but it makes a difference when things get busy. Another thing I really like is the notification sound. It is distinctive and easy to recognise, so we can quickly tell when a new message comes through without constantly having to check the platform. This helps us stay on top of guest enquiries and respond as quickly as possible. It also keeps all guest conversations organised in one place, making it easier to track enquiries and follow up. Overall, I think these features make day-to-day communication more efficient and help us provide a better service to our guests. I particularly appreciate anything that saves time, improves teamwork and allows us to deal with enquiries promptly. With a few improvements to the AI-generated responses, I think the platform could become even more useful and make our jobs easier.
What do you dislike or think could be improved?
The AI feature doesn’t seem to understand the full conversation. When it suggests a reply, it often feels like it has only read the last message rather than the whole chat. This means the responses can lack context, repeat things that have already been discussed, or ask guests to do things they’ve already tried. I often have to rewrite the suggested response because it doesn’t properly address the situation. It would be much more helpful if the AI could take the entire conversation into account, understand what’s already happened, and suggest replies that feel relevant, natural and actually move the conversation forward.
4.0
Very Good
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
5.0/5
Implementation
5.0/5

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