Boutique hotel knows a great stay requires great communication

The Duque Hotel Boutique & Spa in Argentina specializes in delivering great guest experiences. See how Messages, our hotel communication tool, helps them show customers they care — while driving positive reviews and repeat bookings.

Boutique hotel

14 rooms

VIP Access partner

87%

of guests say receiving information from their hotel prior to check-in is helpful.*

25%

increase in guest engagement when hotels adopt guest message automation.**

Challenge: How to better engage with guests

The Duque Hotel Boutique & Spa in Argentina prides itself on delivering a high-touch, personalized guest experience that’s as luxurious as it is welcoming.

To provide the best service, operations manager Igmar Lovera wanted a way to easily engage with guests before their arrival. Her goal was to use this time to relay important information like applicable taxes and shuttle updates and to gather information that could help personalize the guest experience.

In addition to better engaging guests, Igmar also wanted to empower the Duque Hotel reservations and service teams to quickly respond to customer questions and, when appropriate, offer upgrades and other perks.

Igmar Lovera

Operations Manager, Duque Hotel Boutique & Spa

Solution: Use Messages to communicate with guests

To achieve her goals, Igmar turned to the Messages tool in Partner Central. This easy-to-use hotel communications tool empowers her team to quickly engage with guests and provide the best service.

Inside the Messages tool, the Duque Hotel team can see reservation details, like the number of travelers and rate plan, that help them better serve each guest. Customizable templates also make it easy to answer frequently asked questions in multiple languages.

To ensure that guests receive responses in a timely manner, Messages includes filters that allow the team to see which queries haven’t been answered. They can also boost customer satisfaction, and revenue, by using templates to offer spa services and other upgrades.

Future: Delivering great guest experiences

Messages gives the Duque Hotel team the tools and templates they need to deliver a more personalized experience, as well as timely emails and notifications.

Providing this level of responsiveness has helped the team decrease cancellations and drive repeat visits. It’s also helped support their rebooking efforts.

As travel volume grows, Igmar and her team plan to take advantage of other tools, like In-house feedback, that allow them to further strengthen their guest relations efforts.

Thanks to the Partner Central platform, everyone on the Duque Hotel team can now provide the extraordinary guest experiences that make the property one of the leading boutique hotels in the area.

_{*Expedia Group, What Travelers Want in 2021}

_{**ALICE, 2018}

_{Information contained in this article may have changed since publication.}