How Casa Faena Delights Guests and Drives 55% More Upsells With Canary

Casa Faena Miami Beach is a boutique property in the Accor portfolio that offers a one-of-a-kind stay. The Spanish-style building features 38 guest rooms and is just steps from Miami's iconic beaches. Known for warm, personal service, the team at Casa Faena is now delivering even more memorable experiences with AI-powered hospitality technology.

Initially seeking a guest messaging platform, General Manager Gerrit Thesing quickly recognized the broader value of Canary Technologies' full suite of solutions, including Mobile Check-In, Tablet Registration, AI Guest Messaging, Dynamic Upsells and Smart Checkout. Since implementing Canary, the hotel has seen a 55% lift in ancillary revenue, more enriched guest contact information and a noticeable uptick in guest satisfaction.

55% More Ancillary Revenue and a Better Guest Experience

Casa Faena is a small hotel driving big results. Since launching Dynamic Upsells, the hotel has seen a 55% increase in ancillary revenue from offers like early check-in, late check-out and a restaurant discount. In addition to the extra income, having these upsells on display means that when the hotel offers a perk for free, guests understand the value.

"Guests now see the cost of the add-ons we offer, like late check-out," said Gerrit. "So when we comp it as a gesture, it automatically carries more weight. That instantly improves the guest experience."

1-Minute Check-Ins and Better Guest Data

With Canary's Mobile Check-In, guests at Casa Faena start the process before they set foot in the lobby. When they arrive, all that's left to do is pick up their room key. For walk-ins, Canary's Tablet Registration makes it easy to confirm guest details onsite. Both solutions collect valuable guest contact information otherwise obscured by online travel agencies. And guests love it: the average rating for the process is 5 out of 5.

"Guests expect seamless service, even at a small property," said Gerrit. "Canary provides that and gives us guest contact information we couldn't access otherwise."

Automated Messaging for Better In-Person Hospitality

AI-powered communication was the initial draw for the hotel, and Canary's AI Guest Messaging has become a game-changer for the team. By automating routine communications, Casa Faena's staff is freed up for in-person interactions that delight.

"If someone responds to their booking confirmation to ask about early check-in, Canary AI automatically replies," Gerrit explained. "The team doesn't spend any time on run-of-the-mill questions and guests get instant responses to their inquiries."

Instant Feedback at Checkout

Before Canary, the team collected guest feedback manually via spreadsheets. But with many guests skipping checkout, it was impossible to capture insights from every guest. Canary's Smart Checkout surveys guests before departure, solving the issue entirely.

"Guests don't check out in person anymore," said Gerrit. "But with Canary, we know how they feel about their stay regardless. And when someone rates us below four stars on the internal survey, we're automatically notified and reach out to make it right."

Automation That Drives Efficiency Across the Board

While Casa Faena is rich in historic charm, its guest operations are now anything but old-fashioned. By replacing manual processes with Canary's fully integrated Guest Management System, the team has reclaimed time, increased efficiency and improved the guest experience.

"We used to have so many processes involving pen-and-paper or spreadsheets that didn't get updated," said Gerrit. "Since implementing Canary, we've been able to automate everything that was once manual."

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Amanda McDowell

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