How Leonardo Crystal Cove Hotel & Spa uses Duve as their window to guests

GUEST EXPERIENCE

Leonardo Crystal Cove Hotel & Spa, a 120-room luxury hotel in Cyprus, embarked on a journey to elevate its guest experience and streamline operations by integrating Duve's innovative technology.

Why it matters: The hotel aimed to enhance guest satisfaction through seamless online check-ins (OCI) and room upgrades.

After assessing several options, Leonardo’s regional General Manager chose Duve as the ideal partner for this transformation.

Top 3 Core Objectives: The hotel faced challenges in standardizing time-consuming manual check-ins and enhancing guest communication with personalized experiences, while initially being skeptical about adopting new technology solutions.

Streamlining the check-in process: With diverse property sizes and varying legal requirements, standardizing the check-in process was challenging. The manual check-in procedures were time-consuming for both staff and guests.
Enhancing guest communications: The hotel aimed to improve communication flows throughout the guest journey, from booking to departure. This included the need to segment guests based on different criteria, such as those staying in higher-standard rooms, to provide tailored and personalized experiences.
Skepticism about new technology: Initially, the Leonardo team was skeptical about onboarding another technology system.

Innovators Mentioned

Leonardo Crystal Cove Hotel & Spa

Duve

Effie Komodromou

General Manager

Leonardo Crystal Cove Hotel & Spa

"Duve is truly our right hand at the hotel. It is our window to the customers. Younger generations are always with their phones, and we need to adapt to this new era."

Effie Komodromou

General Manager

👍 General Manager Effie Komodromou said that Duve is their right hand at the hotel.:

"Duve is truly our right hand at the hotel. It is our window to the customers. Younger generations are always with their phones, and we need to adapt to this new era."

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

General Manager Effie Komodromou said, about their decision: "Duve gives us the opportunity to go one step further and align with modern traveler expectations. Technology may not always be in our favor, but with Duve, we can use it smartly to enhance our guests’ experience."

📈 The results: Duve provided a comprehensive platform featuring digital check-in, a guest app, and enhanced communication tools, all customized to meet the unique operational needs of Leonardo Crystal Cove Hotel & Spa.

Automate check-in tasks: Duve’s automated check-in reminders significantly reduced manual tasks, leading to positive feedback from guests and an average of 44% online check-in conversion rate during the high-season. Additionally, by promoting hotel information through QR codes, Leonardo Hotels adopted a paperless approach and invited guests to easily access Wi-Fi details, restaurant menus, and more via the Duve app, enhancing convenience and aligning with modern digital habits.
Segmented communication leading to improved guest engagement: Duve enabled personalized messaging for guests in higher-tier rooms, creating a special welcome experience. This level of personalization was previously unattainable, especially during peak seasons when manual communications were made more difficult. Additionally, Duve’s automated communication capabilities also ensured proactive guest feedback and higher satisfaction, fostering loyalty and positive reviews.
Efficient technology adoption: Duve’s platform proved highly beneficial, enabling staff to work more efficiently. New team members quickly adapted to the system, reflecting its user-friendly design. Additionally, despite being a smaller hotel, Leonardo Crystal Cove effectively used Duve to inform guests about late check-outs, room upgrades, early check-ins, and spa discounts, enhancing guest communication and engagement.