Case Study: Hakuba Hospitality Group streamlines check-in and maintains 4.8-star guest satisfaction with Duve

Hakuba Hospitality Group maintains a 4.8-star rating with Duve

Hakuba Hospitality Group, a premier resort management company in the Japanese Alps, faced challenges with a manual check-in process that created logistical strain and lengthy arrivals for guests. They also struggled with a lack of automated pre-arrival communication and difficulty localizing content for their different international and domestic guest segments. To address these issues, they partnered with the vendor Duve and its guest experience platform.

Duve provided an end-to-end solution that automated online check-in and data collection, centralized communications, and enabled personalized messaging based on season and language. The results included a maintained 4.8-star guest satisfaction score, the elimination of most in-person check-ins saving staff dozens of hours monthly, and high guest engagement with an average of 7.3 app sessions per reservation during peak season.

Hakuba Hospitality Group