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Review of Duve

8
Responsive team and flexible product — but integrations need heavy testing
Transformation office manager from 200 to 499 room Branded Hotels in Lisbon (Portugal)
Verified
4 days ago
Products Reviewed
Upselling Software
Contactless Check-in
Guest Messaging Software
What do you like most?
What stands out most is how responsive and collaborative the team is. Across our ongoing integration work, the team consistently follows up proactively on open issues, keeps us updated on fixes, and adapts their approach to our operational needs — for example, agreeing to phase a loyalty-related requirement release in a way that worked around our internal constraints, rather than imposing a rigid, one-size-fits-all timeline on our operations teams. Support has also been efficient on operational requests, confirming configurations quickly and coordinating with their providers when needed, which reduces the back-and-forth that usually slows down these kinds of technical setups. On the product itself, the platform is flexible enough to support our upsell packages (room upgrades, themed packages, private tours), pre check-in enrollment flows, and guest-facing AI Concierge, covering most of the guest journey touchpoints we care about. We've also seen concrete improvements when we've flagged problems — ID verification speed, for instance, got noticeably faster after we raised it as an issue, which gave us confidence that feedback translates into real, tangible product changes rather than promises that go nowhere.
What do you dislike or think could be improved?
The main area for improvement is the reliability of integrations and cross-system consistency, which currently requires heavy manual testing from our side before every single release, rather than being able to trust that a tested fix in one area won't surface elsewhere or in another property entirely. We've repeatedly run into issues such as loyalty enrollment tokens being mismatched between properties, package postings behaving inconsistently when a reservation is cancelled (some disappearing as expected, others remaining duplicated), billing configuration issues affecting add-on postings, and the AI Concierge intermittently defaulting to the wrong language variant, which then stops answering certain questions altogether instead of falling back gracefully. None of these are blocking on their own, and the team has been responsive in fixing them, but the recurring nature of these edge cases across our portfolio of hotels means our team spends significant time testing and validating before each go-live, time that could otherwise go toward refining the guest experience, rather than trusting releases out of the box from the start.
4.0
Very Good
Ease of Use
4.0/5
Customer Support
5.0/5
ROI
3.0/5
Implementation
4.0/5

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