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Review of Duve

8
Seamless guest pre-check-in — but implementation needs work
IT Manager from 500+ room Airport/Conference Hotels in Brisbane (Australia)
Verified
2 days ago
Products Reviewed
Upselling Software
Hotel Guest Apps
Contactless Check-in
What do you like most?
What I like most about Duve is the guest pre-check-in experience, particularly the ability for guests to complete pre-check-in and payment before arriving at the hotel. The integration with Liverton self-service kiosks is also excellent. Guests who complete the Duve pre-check-in process can present a QR code at the kiosk and complete check-in extremely quickly. I have seen this process take less than 10 seconds, which creates a very seamless arrival experience and also reduces pressure on the front desk. The platform works very well when guests engage with the full pre-check-in, payment and QR-code process, and I see a lot of value in continuing to improve guest uptake of these features.
What do you dislike or think could be improved?
The main area I believe could be improved is technical support and the implementation experience. During implementation, there was considerably more back-and-forth troubleshooting than expected, particularly given that Duve was already operating successfully at other hotels. There were multiple occasions where we were advised that an issue had been resolved and asked to test again, only to find the original issue was still present or another issue had appeared. This would be more understandable for a first-time pilot or a completely new integration, but where the same platform is already working at other properties, I would expect the deployment process to be more consistent and streamlined. Support response times have also been challenging. My understanding is that some technical specialists are based overseas, which has meant responses often arrive outside Australian business hours. During implementation, this could result in a full-day delay between each round of testing and troubleshooting. Faster access to technical expertise during Australian business hours, along with a more consistent implementation process, would significantly improve the overall experience.
4.0
Very Good
Ease of Use
5.0/5
Customer Support
2.0/5
ROI
4.0/5
Implementation
2.0/5

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