A boutique hotel at the forefront of digital innovation
In a hotel sector where the customer experience is becoming the key differentiator, the Clervaux Boutique & Design Hotel****S is positioning itself as a forerunner in Luxembourg with an integrated, 100% automated digital strategy.
Located in the heart of the Luxembourg Ardennes, our establishment launched a complete overhaul of its customer journey in 2025, leveraging personalization, technology and artificial intelligence (AI) to offer an even more fluid, intuitive and memorable stay.
Project background and ambition
The project was born of a simple observation: travelers’ expectations have changed.
They want fluid, personalized, frictionless experiences, and want to be able to interact with their hotel before, during and after their stay, on the channel of their choice and at any time.
The ambition of our project was therefore twofold:
– Optimize the customer journey at every stage, by automating repetitive tasks and improving communication with customers.
– Enhance the quality of the experience thanks to innovative, user-centered tools incorporating artificial intelligence.
A reinvented customer experience
1. Before arrival: targeted communication & intelligent path
From the moment of booking, each customer enters an automated digital path, personalized according to their profile and type of stay.
– Intelligent emails sent automatically according to the right timing (D-7, D-3, day before arrival).
– Online check-in link to save time on arrival.
– Pre-stay form allowing customers to let us know their wishes, expectations and specific requests (parking, love box, treatments, etc.).
– Direct link to our Guest App developed in collaboration with Bowo, a web application dedicated to their stay.
This proactive, personalized communication allows customers to prepare their stay with complete peace of mind, while giving us the information we need to serve them better.
2. During your stay: a Guest App to centralize everything
At the heart of our system: the Excellence Guest App.
Accessible without downloading, it is now the digital companion of every guest during their stay.
-Practical information about the hotel
-Schedules, services, room service card
-Reserving treatments at the spa
-Ordering a cab
-Sightseeing tips and personalized city guide
-List of upcoming events in Clervaux
-Suggestions for restaurants and activities
The Guest App also lets you order room extras (room service, massages, bottles, etc.), report a specific need or contact reception – with or without human interaction.
3. An AI chatbot for constant availability
One of the pillars of our digital transformation is the integration of an intelligent chatbot accessible from our website, emails or Guest App.
Available 24/7, the bot is able to respond to a majority of customer requests:
– Practical questions
– Availability
– Schedules
– Help with booking treatments, services, etc.
Thanks to artificial intelligence, this chatbot understands natural language, proposes contextualized answers and redirects to a collaborator in the event of a specific need. It is directly linked to our PMS and online booking engine, guaranteeing consistency and constant updating of information.
Since implementing this new customer journey, we have already seen concrete results:
– Time savings for our reception teams (digitalized check-in, fewer basic questions).
– Pre-stay form completion rate: +65%, enabling us to anticipate customer requests.
– Guest App access rate: over 70% of customers open it at least twice during their stay.
– Satisfaction rate on the rise, with positive customer feedback on the clarity, modernity and responsiveness of the service.
And above all: a greater ability to personalize the experience and identify unexpressed needs, transforming each stay into a truly exceptional moment.
A project aligned with the values of Luxembourg tourism
The project is in line with the vision of qualitative, innovative and sustainable tourism.
– Hospitality enhanced by personalization and anticipation.
– Digital modernization, without sacrificing the human touch.
– Reduced operational stress for teams.
– Enhancement of the region via Guest App content.
Through this project, the Clervaux Boutique Hotel****S is becoming a benchmark player in Luxembourg for hotel digitalization.
It’s not technology for technology’s sake, but technology at the service of the traveler, to offer a warm, personalized and seamless welcome – while freeing up our teams to focus on what they do best: hospitality.
We believe that this initiative perfectly embodies excellence, innovation and customer experience, the three pillars of tomorrow’s Luxembourg tourism.