AI Brings Modern Guest Communication to a Historic Resort

OPERATIONS

von Trapp Family Lodge & Resort deployed Canary’s AI-powered tools to modernize guest interactions, reduce staff burden, and enhance guest service.

Why it matters: Historic properties like von Trapp Family Lodge & Resort have to balance tradition with technology. Staffing was difficult, and phones overwhelmed employees. Canary’s AI enabled seamless digital service without compromising hospitality.

Canary’s AI Webchat and Guest Messaging tools allowed von Trapp Family Lodge & Resort to automate guest communication, reduce phone traffic, and provide instant answers to FAQs.

Top 3 Core Objectives: von Trapp Family Lodge & Resort needed to reduce phone volume, improve communication speed, and ease staff workload.

Reduce Call Volume: von Trapp Family Lodge & Resort aimed to minimize repetitive inbound calls that caused staff overload.
Improve Guest Response Time: Management sought to improve how quickly guests received answers to common inquiries.
Simplify Knowledge Updates: The old chatbot required manual entry for each Q&A. They needed a fast, easy way to update guest information.

Innovators Mentioned

von Trapp Family Lodge & Resort

Canary Technologies

Monica Daubenspeck

Revenue and Reservations Manager

von Trapp Family Lodge & Resort

"We’ve significantly reduced hold and wait times, and the AI sounds natural rather than robotic. People often think they’re talking to a person."

Monica Daubenspeck

Revenue and Reservations Manager

👍 Revenue and Reservations Manager Monica Daubenspeck said that the AI made communication more efficient while still sounding natural to guests:

"We’ve significantly reduced hold and wait times, and the AI sounds natural rather than robotic. People often think they’re talking to a person."

⚖️ The selection process: During their research process, Monica Daubenspeck evaluated Canary Technologies's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Canary Technologies was the best fit solution:

Revenue and Reservations Manager Monica Daubenspeck said, about their decision: "Updating the AI’s knowledge base is super easy to do. I recently updated our pet pricing and it took me two seconds. It’s immediate."

📈 The results: After implementing Canary’s tools, von Trapp Family Lodge & Resort reduced calls by 30%, handled 500+ messages/week via AI, and sped up guest response times to under 30 seconds.

~30% reduction in phone call volume
AI now handles over 500 guest messages per week
Reduced average response time from ~9 minutes to under 30 seconds

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