Answering Every Call and Eliminating Lobby Lines at The Gale Miami

The Gale Miami Hotel & Residences is a lifestyle property in downtown Miami, Florida, known for combining luxury hospitality with boutique-style living. Before working with Canary Technologies, the hotel was still using paper registration cards despite its desire to provide a modern check-in experience.

The Gale's VP of Information Technology Seth Wasserman initially implemented Canary's Mobile Check-In to replace paper forms. Since then, the 350-key property has adopted several solutions to digitize the guest journey, including Tablet Registration, AI Guest Messaging and AI Voice. Canary spoke with Seth to understand how Canary has impacted the hotel's operations.

Digital Registration That Staff and Guests Love

The hotel previously used another provider for digital registration cards, but had to go back to paper when the product was phased out. Both staff and guests were frustrated by the manual paperwork and long lobby lines. With Canary, the benefits are two-fold: guests can now complete registration before arrival or on-site, allowing The Gale to more effectively meet every guest's preference.

"They fill out all their information before they're on property," said Seth. "By the time they get to the front desk, the registration card is filled out, and at most we have to ask for a signature. It takes seconds instead of minutes."

Scaling Check-In Capacity on Big Event Nights

The Gale Miami's prime location puts it in the middle of the action when major events come to the city. But higher demand also means busier arrival periods. With Canary's Tablet Registration, the hotel adds check-in stations wherever they're needed, equipping team members with tablets in the lobby to keep guests moving and prevent lines from forming.

"It's great for when we're so busy, like if there are major events in the area," said Seth. "It's so easy to scale up and down. Whether we have two, four or eight people at the front desk, we never end up with a lobby line."

One Communication Channel Instead of Three

Before Canary, the hotel accidentally overwhelmed travelers with updates from its various systems. During their stay, guests could receive updates from the hotel app, the PMS and the RMS at different points in the journey. Because Canary's AI Guest Messaging met every messaging need the team had, they decided to consolidate all guest communication through Canary.

"We can't have guests getting texts from multiple systems all the time," said Seth. "So we made a decision to only use one, which was Canary."

AI Conversations That Feel Natural

The Gale Miami's phone system used to greet callers with the standard "Press 1, press 2" menu. Canary's AI Voice instead answers the phone with a conversational greeting, making the call feel more personal from the start. Seth himself has tested it in German, French and Italian, and was pleased to find the response featured a distinct voice and accurate accent.

"I was really excited to hear it speak so well in different languages, because we get a lot of international travelers," said Seth. "I loved that the follow-up text and any future communications are automatically sent in the right language, too. Whether it's calls or texts, talking to Canary AI feels natural."

Media Contact

Amanda McDowell

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