Merrill House's Digital Transformation: Boosting Revenues and Guest Satisfaction with Duve

GUEST EXPERIENCE

Merrill House, a boutique hotel in Ontario, partnered with Duve to innovate its operations, achieving a remarkable 430% ROI in just one month.

Why it matters: Facing the challenges of a new business and aiming for expansion, Merrill House sought to harness digital solutions to enhance operations, drive revenues, and elevate guest satisfaction.

With a capacity to host 40 guests and a bustling restaurant, Merrill House aimed to blend 5-star amenities in a boutique setting, catering to diverse guest preferences.

Top 3 Core Objectives: Merrill House's objectives revolved around driving higher revenues, optimizing staffing at the reception desk, and meeting varied guest expectations.

Revenue Enhancement: Merrill House aimed to identify and implement an effective upselling strategy, offering room upgrades, early check-ins, and personalized offers.
Staff Optimization: During peak season, Merrill House sought to balance high staffing needs with cost efficiency, aiming for a blend of automation and personal touch.
Diverse Guest Needs: The hotel wanted to cater to both younger guests favoring modern, contactless features and an older demographic preferring traditional services.

Innovators Mentioned

Merrill House

Duve

Jordan Martin

Owner

Merrill House

"I find that Duve’s solution is really the future of hospitality. The experience working with Duve and integrating it into our daily operations has been really positive. It's great to see our guests enjoy interacting with us in this new way, and it's aligned perfectly with our efforts to digitize as much as we can."

Jordan Martin

Owner

👍 Owner Jordan Martin said that Duve's solution is the future of hospitality:

"I find that Duve’s solution is really the future of hospitality. The experience working with Duve and integrating it into our daily operations has been really positive. It's great to see our guests enjoy interacting with us in this new way, and it's aligned perfectly with our efforts to digitize as much as we can."

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

Owner Jordan Martin said, about their decision: "Duve has a lot of the functionalities that I was searching for - for example I loved the fact that I could customize the upselling process with Duve."

📈 The results: Duve's solutions brought transformative changes to Merrill House's operations and guest interactions.

Duve's automation of add-on services, including dinner reservations and room upgrades, resulted in a 430% ROI within the first month, showcasing the potential of technology-driven upselling.
Duve's automated solutions complemented human staff, optimizing operational costs while maintaining Merrill House's high standard of service.
Feedback from guests highlighted their appreciation for contactless features and the guest app, indicating improved satisfaction across different demographics.