Case Study

Hakuba Hospitality Maintains 4.8-Star Guest Satisfaction While Streamlining Check-In and Operations with Duve

Sharon Bitton

Duve · 十一月 04, 2025

Hakuba Hospitality Group (HHG) is the leading hospitality provider in Hakuba Valley, Japan, managing a collection of properties ranging from boutique hotels and chalets to apartment buildings and dining venues.

Why it matters: HHG prides itself on delivering exceptional service while preserving each brand's unique identity. As a tech-forward group operating across a 5 km valley, HHG relies on innovation to unify its scattered properties and ensure a seamless guest experience.

To address challenges around operational inefficiencies, communication gaps, and personalization, HHG turned to Duve.

Top 3 Core Objectives: Before implementing Duve, Hakuba Hospitality Group faced operational inefficiencies due to manual check-ins, limited pre-arrival communication, and difficulty personalizing content for diverse guest segments across seasons and languages.

Manual Check-in Process: Before implementing Duve, HHG's check-in was highly reliant on manual processes. Guests were either required to travel to a central office for in-person check-in or staff had to physically visit each chalet or property to complete the process. This not only added logistical strain but also caused a lengthy arrival experience, particularly for long-haul travelers after long drives to the Hakuba Valley.
Missing pre-arrival communications: Communicating critical information like shuttle services or access codes was crucial to ensure a seamless arrival for guests.
Difficulty Localizing Content: Hakuba welcomes international guests during the winter ski season and mostly local Japanese visitors in the summer months. Prior to Duve, it was time-consuming to adapt communications based on season, segment, or language.

"If you really want to take guest experience and convenience to the next level, Duve is the perfect platform for it. Guests don’t want to waste time at check-in after a long trip, they want to start their vacation."

Marcus Bauder

CEO

👍 CEO Marcus Bauder said that Duve gives our guests time back:

"If you really want to take guest experience and convenience to the next level, Duve is the perfect platform for it. Guests don’t want to waste time at check-in after a long trip, they want to start their vacation."

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

CEO Marcus Bauder said, about their decision: "Duve gives our guests that time back, and it frees our staff to focus on delivering true hospitality."

📈 The results: Duve provided HHG with an end-to-end guest experience platform that centralized operations and ensured improved guest experiences.

Operational Efficiency and Arrival Flow Improvements Thanks to Duve's online check-in and automated messaging, HHG has eliminated the need for in-person check-in for most properties. Guests now receive arrival details and room access codes automatically, allowing them to go straight to their room or chalet. This shift has saved staff dozens of hours per month and dramatically improved first impressions. As CEO Marcus Bauder puts it, “Today, time is the ultimate luxury. If I can cut check-in time for guests, that's a real luxury.”
Higher Guest Engagement and Seamless Communication Duve’s Communication Hub centralizes all guest communication, helping HHG’s team manage interactions across WhatsApp, Booking.com, Airbnb, SMS, and email. Additionally the team uses Duve’s Scheduled Messages to easily communicate key information at different points in the guest journey. For example, they share details about free shuttle services in pre-arrival emails, or share access code and WiFi details across multiple channels upon arrival. QR codes placed in guest rooms link directly to the Guest App, which sees an average of 7.3 sessions per stay during peak season, helping guests access property details, request support, or explore local tips with ease.
Personalized and Localized Content Delivery Using Duve's dynamic content capabilities, HHG adjusts app content and communications depending on the season. In the winter, foreign guests receive messages in English and Chinese; in the summer, local Japanese guests see content tailored to hiking, biking, and lakeside stays. HHG can independently update guest app content, communications, and upsell offerings without the need to rely on external teams, empowering teams to move quickly and adapt to events, seasons, or guest segments in real time.