Case Study: Novotel Geelong achieves 58% online check-in and 200% higher upsell revenue with Duve

How Novotel Geelong Achieved a 58% Online Check-in Rate and Increased Room Upsell Revenue by 200% with Duve

Novotel Geelong, a 109-room Accor property in Australia, was facing operational challenges due to manual check-in processes, a high volume of pre-arrival calls, and multiple disconnected systems for guest communication and upselling. This fragmented approach created inefficiencies and made it difficult to proactively manage the guest experience, especially with an ongoing on-site construction project. The hotel partnered with Duve, implementing its centralized guest experience platform to address these issues.

By consolidating online check-in, automated messaging, and upselling into a single platform integrated with its property management system, Duve provided a unified solution. The results were significant: Novotel Geelong achieved a 58% online check-in rate, reducing reservation staffing by 8 hours a week. Furthermore, Duve's upselling tools increased related revenue by over 200% while eliminating a 21% third-party commission fee, greatly improving profitability and operational efficiency.

Novotel Geelong

Scott Bear

General Manager