How BeMate optimized their guest journey to increase online check-in rates by 30% within one month

GUEST EXPERIENCE

BeMate, offers a unique accommodation concept that blends the freedom and space of an apartment with the safety, quality, and services of a hotel.

Why it matters: With apartments in various cities including Malaga, Mexico City, Istanbul, and Venice, BeMate emphasizes providing guests with a comfortable and stylish stay, while focusing on delivering a homely and personalized experience.

BeMate integrated Duve to help them streamline their operations - from guest check-ins and mid-stay communication with guests and through check-out.

Top 3 Core Objectives: Be Mate sought to streamline their check-in process to optimize limited reception hours, enhance guest experience across multiple European properties with unique needs, and improve communication strategies for direct and OTA bookings while maintaining a balance to avoid overwhelming guests.

Streamlining the check-in process: : BeMate faced the challenge of optimizing their reception operations, which were only active from 10 am to 6 pm. They needed a solution to make the entire check-in process more efficient, allowing their reception team to focus on personal guest interactions and other crucial tasks during their limited working hours.
Improving guest experience: BeMate looked to improve their guest services across various European properties, each one with its unique needs.
Enhancing guest communications: BeMate aimed to develop effective communication strategies for both direct and OTA bookings. The key challenge was to ensure comprehensive communication without overwhelming guests with excessive information.

Innovators Mentioned

Be Mate

Duve

Ramon Bielsa

Room Division Manager

Be Mate

"Duve has revolutionized our operations, freeing up valuable time for our staff, which is now invested in providing personalized guest interactions. Duve ensures that all necessary information is readily available to guests, enhancing their experience."

Ramon Bielsa

Room Division Manager

👍 Room Division Manager Ramon Bielsa said that Duve has revolutionized our operations:

"Duve has revolutionized our operations, freeing up valuable time for our staff, which is now invested in providing personalized guest interactions. Duve ensures that all necessary information is readily available to guests, enhancing their experience."

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

Room Division Manager Ramon Bielsa said, about their decision: "The value is clear: Duve not only saves time for your staff but also transforms it into quality time spent with guests, making their stay more memorable. It's an invaluable tool for keeping guests informed and at ease, with all the information they need just a touch away."

📈 The results: Duve's platform, integrating WhatsApp and SaltoKS digital locks, provided a robust solution for efficient guest management, communication, and room access.

BeMate implemented a strategic online check-in process using Duve. By sending scheduled WhatsApp reminders to guests who had not completed their check-in, BeMate noticed a significant rise in check-in conversions, achieving a 97% rate - with a 30% increase within just one month of integrating WhatsApp as a key communication channel.
BeMate, saw a significant uptick in user engagement thanks to Duve’s guest app, translating into heightened guest satisfaction. Leveraging the analytical insights provided by Duve, BeMate consistently refines its Guest App to align with guest preferences, focusing on the most impactful posts, language needs, and frequently asked questions. This approach ensures a tailored experience for each guest during their stay. Additionally, the seamless integration of SaltoKS digital keys into Duve's guest app eliminated the need for guests to download the SaltoKS app to their phone in order to access rooms. With Duve’s integration to SaltoKS, guests can easily open their rooms through the guest app without needing to download any app to their phone.
BeMate began using Duve’s digital spots to guide guests to their personalized guest apps more effectively, reducing the need for additional messages sent to guests. Additionally, BeMate's team appreciates the centralized communication system offered by Duve, which allows for pulling dynamic information seamlessly from various system components. This centralized approach has enabled BeMate to create an efficient communication process, ensuring guests receive timely and relevant information, improving overall guest engagement and satisfaction.