Canary Technologies Selected by Crown Resorts to Provide AI-Powered Guest Management System
Crown Resorts has chosen Canary Technologies to roll out guest-facing technology across its luxury properties in Australia. The platform will simplify arrivals and departures, improve service responsiveness, and create new revenue opportunities without forcing guests to download an app.
What Crown is deploying
- Mobile Check-In: Reduce front desk queues and capture IDs, payments, and preferences before arrival.
- AI Guest Messaging: Guests message the hotel from their phone; routine requests are handled instantly, with staff looped in when needed.
- Digital Compendium: Centralized, always-current property info accessible on mobile-no paper binders.
- Dynamic Upsells: Timely offers for room upgrades, amenities, and experiences that match guest intent.
- Smart Checkout: Faster departures with digital folios and dispute handling before guests leave.
Why this matters for management
- Operational efficiency: Fewer manual touchpoints at the desk and on the phone, freeing teams to focus on high-value service.
- Service quality: Consistent responses, faster resolution, and clear escalation paths improve guest satisfaction.
- Revenue impact: Contextual upsells and add-ons can drive incremental spend without discounting.
- Portfolio consistency: Standardized workflows and content across properties, localized where needed.
- Data visibility: Cleaner capture of preferences, service issues, and outcomes to inform decisions.
What Crown conveyed
Leadership at Crown framed the move as a way to modernise critical touchpoints while keeping service personal. As Nicole Pelchen, Chief Technology Officer at Crown Resorts, noted: "Canary's solutions allow us to digitize key touchpoints across the stay without losing the warmth and personalization our guests value. From Mobile Check-In to Smart Checkout, we're delivering a modern experience at every step."
Canary's APAC team emphasized that the collaboration sets a high bar for guest-facing tech in luxury hospitality and supports the service standards Crown is known for.
Implementation notes for hotel leaders
- Integrations: Confirm bidirectional connections with your PMS, payment gateway, and CRM. Map data flows for IDs, payments, preferences, and opt-ins.
- Privacy and consent: Align guest messaging and data retention with regional regulations. Make opt-out simple.
- Training and change management: Give frontline teams clear playbooks for AI handoffs, escalations, and service recovery.
- Content governance: Assign owners for compendium updates and upsell inventory so offers stay accurate and profitable.
- Service guardrails: Define tone, response templates, and escalation triggers for AI messaging to avoid gaps or over-automation.
- KPIs to track: Check-in time saved, contact rate, first-response time, issue resolution time, NPS/CSAT by channel, upsell conversion, and incremental RevPAR.
About Canary Technologies
Canary Technologies provides an AI-powered Guest Management Platform that digitizes key guest touchpoints from booking to checkout. The company supports more than 20,000 hotels in 100+ countries, including brands such as Marriott International, Four Seasons, Choice Hotels, Wyndham Hotels & Resorts, BWH Hotels, and IHG. The platform has been recognized as the #1 Guest Experience Platform by HotelTechReport for multiple years and has earned honors including Fast Company's Most Innovative Companies (2023) and the Deloitte Fast 500 (2024).
Learn more at canarytechnologies.com.
Next step for management teams
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