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Review of Duve

9
Efficient guest messaging with strong upsell potential — live chat needs work
Guest Service Manager from 200 to 499 room Boutique Hotels in Amsterdam (Netherlands)
Verified
2 days ago
Products Reviewed
Upselling Software
Guest Messaging Software
What do you like most?
What I like most about Duve is how efficient and user-friendly it is. The automated messaging and personalized templates are a big advantage when it comes to time management, as they allow us to communicate important information to guests without having to send every message manually. At the same time, the messages can still feel personal and relevant to each guest. Another great feature is the opportunity to upsell and cross-sell, creating additional opportunities to drive revenue while offering guests extra services that can improve their stay. I also really like that Duve is accessible to every team member and, from the guest’s side, offers different ways of communicating, such as SMS and email. Finally, I find that digital communication through Duve is often preferred by guests compared to receiving a phone call on their mobile. It gives them the freedom to read and respond whenever it is convenient for them, while also giving the hotel a more efficient and consistent way of communicating throughout the guest journey.
What do you dislike or think could be improved?
One area where I think Duve could be improved is in the way it handles live conversations. It would be very useful to see when a guest is currently typing a message on their mobile, similar to other messaging platforms. This would give us a better indication that a response is on the way and could help avoid unnecessary follow-ups. It would also be helpful to see when another team member is already replying to the same conversation. With several colleagues using Duve at the same time, there is always a risk of two people responding simultaneously, which can result in duplicated or confusing messages for the guest. Another useful improvement would be to have reminders or alerts for conversations that have remained unopened or unreplied to for a certain amount of time. This could help the team keep on top of messages, especially during busy shifts. Finally, I think pop-up notifications on the web version would be a great addition. They could make new incoming messages more visible and reduce the chance of a guest having to wait for a response simply because a message was missed.
4.5
Excellent
Ease of Use
5.0/5
Customer Support
4.0/5
ROI
5.0/5
Implementation
5.0/5

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