How Canary Stops Chargebacks & Improves the Guest Experience at a Preferred Hotels & Resorts Member Property

OPERATIONS

The Fifteen Beacon uses Canary’s Digital Authorizations and Contactless Check In solutions to improve efficiency, reduce reliance on manual paper processes and fight chargebacks.

Why it matters: The Fifteen Beacon Hotel relied on cumbersome paper credit card authorization forms to process client transactions. These forms were not PCI compliant and their use would occasionally result in fraud and chargeback cases, which negatively impacted Fifteen Beacon’s bottom line.

“When we relied on paper forms to process credit cards, all of that sensitive data was stored on site in physical binders, which is less than ideal,” said Matthew Chu, Director of Revenue and Reservations. “We had a hard time winning chargeback cases when they occurred and storing reams of paper with important information is something no modern hotel finance department ever wants to deal with.”

Top 3 Core Objectives: By deploying Canary's Digital Authorizations and Contactless Check-In solutions,the Fifteen Beacon Hotel was looking to move away from insecure paper forms, reduce chargebacks, and improve the guest experience at check-in.

Reduce Chargebacks: The Fifteen Beacon wanted to reduce instances of fraud and chargeback with an easy-to-use, PCI-compliant solution.
Improve Guest Experience: The team wanted to enable guests to handle the administrative parts of check-in prior to arrival to create a more personalized and welcoming experience when they got to the front desk.
Improve Security: The property wanted to swap insecure forms for a PCI-compliant solution and aimed to reduce its reliance on paper-based processes.

Innovators Mentioned

XV Beacon Hotel

Canary Technologies

Matthew Chu

Director of Revenue & Reservations

XV Beacon Hotel

"Canary is very easy to use and much of the platform is self-explanatory. Our entire experience with Canary’s products and their team has been nothing but positive. Their Digital Authorizations solution has brought us into full PCI compliance and Contactless Check-In has created a better arrival experience for our guests. And on top of everything, their team has been very responsive and great to work with. I couldn’t recommend them more highly."

Matthew Chu

Director of Revenue & Reservations

👍 Director of Revenue & Reservations Matthew Chu said that Canary helped the Fifteen Beacon achieve full PCI Compliance and elevate its guest experience:

"Canary is very easy to use and much of the platform is self-explanatory. Our entire experience with Canary’s products and their team has been nothing but positive. Their Digital Authorizations solution has brought us into full PCI compliance and Contactless Check-In has created a better arrival experience for our guests. And on top of everything, their team has been very responsive and great to work with. I couldn’t recommend them more highly."

⚖️ The selection process: During their research process, Matthew Chu 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:

Director of Revenue & Reservations Matthew Chu said, about their decision: "We first heard about Canary through their partnership with Preferred Hotels & Resorts. We’re a member property and when we found out that Canary’s Digital Authorizations was a Preferred-endorsed solution we wanted to check it out."

📈 The results: The Fifteen Beacon achieved all of the goals it set out to by deploying Canary's Digital Authorizations and Contactless Check-In solutions.

According to Matthew, “Canary’s Digital Authorization solution has done everything we could ask of it. In the four years we’ve used Canary, we haven’t received one chargeback from a card that’s been processed through their platform.”
In addition, the property also improved guest experience with contactless check-in. “It’s clear that our guests prefer this method of checking in, and we can now dedicate every moment someone is at the front desk to telling them everything that’s great about the property and surrounding neighborhood. It’s a win for our guests, and a win for our staff,” Matthew said.
Director Chu said his property’s experience with Canary has been exemplary and highly recommends the platform and its solutions to all Preferred Hotels & Resorts member properties and luxury hotels.