Case Study: Novotel Geelong Achieves 58% Online Check-In and 200%+ Upsell Growth with Duve

Novotel Geelong boosts online check-in to 58% and upsell revenue by 200% with Duve

Novotel Geelong, a 109-room Accor hotel in Australia, faced challenges with manual check-ins, high call volumes, and a collection of disconnected legacy systems for guest communication and upselling. This inefficient setup created a significant administrative workload and made proactive guest communication difficult, especially with an on-site construction project underway. The hotel sought a solution to reduce expenses and improve operational efficiency.

The hotel implemented the Duve guest experience platform to consolidate its systems. This solution enabled online check-in, automated pre-arrival messaging, and upselling. By using Duve, Novotel Geelong achieved a 58% online check-in rate, reduced reservation staffing by 8 hours per week, and increased its upsell revenue by over 200% while eliminating third-party commission fees.

Novotel Geelong