Kerten streamlines operations with Canary's AI-powered platform
Kerten Hospitality will deploy Canary Technologies' AI-driven guest management system across its hotels in the Middle East, Europe, and North Africa. The rollout digitises the full guest experience-from pre-arrival to checkout-while freeing frontline teams to focus on high-value service.
Guests will check in on mobile, get instant answers through AI-enabled messaging, receive relevant offers via Dynamic Upsells, and leave with Smart Checkout. Kerten plans to integrate the platform across all current and future properties as part of its shift to mobile-first service.
Why this matters for operations
This move reduces bottlenecks at reception, trims manual tasks, and standardises core workflows across locations. Expect faster throughput at busy times, clearer staff roles, and fewer errors tied to paperwork or data entry.
For multi-property operators, a single platform also simplifies training, updates, and performance tracking. With 11 locations live today and 57 more in the pipeline, consistency at scale becomes easier to maintain.
Key capabilities at a glance
- Mobile Check-In: Cut lobby queues and collect documents, preferences, and payments before arrival.
- AI Messaging: Handle common requests instantly, escalate the rest to staff with full context.
- Dynamic Upsells: Offer targeted add-ons at the right moment to increase ancillary revenue.
- Smart Checkout: Faster departures with fewer disputes and cleaner folios.
Operator context
Kerten manages lifestyle hotels, serviced residences, and mixed-use destinations built around local environments. The group will roll out Canary across its network to strengthen digital service delivery while keeping human touchpoints where they matter most.
Momentum in the sector is clear: Bespoke Hotels recently implemented Canary's guest management system across more than 50 properties, signaling broader adoption of mobile-first operations.
What operations teams should prepare
- System connections: Confirm PMS, payment, and ID verification integrations; map data flows end-to-end.
- SOP updates: Redefine arrival/departure procedures, escalation paths, and message handling rules.
- Staff training: Short, role-based sessions for reception, housekeeping, and night audit. Emphasize exception handling.
- Guest communications: Update pre-arrival emails, signage, and room collateral to set clear expectations.
- Fallback plans: Document manual processes for network or device outages.
- Compliance and consent: Validate data privacy practices, opt-in language, and retention policies for your markets.
Metrics to watch post-launch
- Mobile check-in adoption rate and time saved at arrival
- Average response and resolution times in messaging
- Incremental revenue per booking from upsells
- Checkout time per guest and folio dispute rate
- Staff hours reallocated from admin to service
- CSAT/NPS by stay stage (pre-arrival, in-stay, departure)
What leaders are saying
Manuel de la Torre, EMEA head of sales at Canary, said: "Kerten Hospitality is leading a new era of lifestyle hospitality built on innovation and guest-centric design. With Canary's solutions, Kerten is streamlining operations while enabling staff to focus on the meaningful interactions that define their brand."
Giacomo Nicolodi, group marketing and communications director at Kerten Hospitality, said: "At Kerten Hospitality, our mission is to create experiences that connect guests to the heart of each destination. Canary's technology allows us to do that at scale. We're excited to modernise the guest experience while giving our teams smarter tools to deliver seamless hospitality."
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