Strengthening the Guest Experience: How Bespoke Hotels is Using Canary Across its UK Portfolio

OPERATIONS

Bespoke Hotels manages 57 UK hotels, from castles and island retreats to city center properties. By replacing multiple vendors with Canary, the group gained portfolio-wide reporting and stronger guest relationships, and recovered the cost within weeks at the hotels where it was introduced.

Why it matters: With different technology providers across the portfolio, reporting and guest touchpoints were fragmented. Bespoke shows how a hotel group can add consistency and visibility on one platform while each property keeps its own character.

Bespoke uses Canary’s Mobile Check-In to capture guest data from OTA bookings, Dynamic Upsells for property-specific offers like wine tastings and late checkout, AI Guest Messaging and Digital Compendium to answer routine questions in 100+ languages and replace printed in-room folders, and Smart Checkout to collect internal feedback and prompt happy guests to review on Tripadvisor.

Top 3 Core Objectives: Bespoke wanted to consolidate a fragmented tech stack across its portfolio, grow ancillary revenue property by property, and free hotel teams from repetitive guest questions.

Consolidate onto one platform: Hotels used multiple solutions across the guest journey, adding complexity for teams and making portfolio-wide reporting difficult.
Grow property-specific revenue: Each hotel offers unique experiences, so upsells needed to reflect the individual property and its guests while supporting a consistent commercial approach.
Own the guest relationship: OTA bookings limited the guest information available, making it hard to build direct relationships and encourage repeat stays.

Innovators Mentioned

Bespoke Hotels

Canary Technologies

Stephanie Carvell

Group Revenue and Distribution Director

Bespoke Hotels

"At the hotels where Canary has been introduced, the cost was recovered within weeks. It puts relevant offers in front of guests in a clear, simple way and the return on investment has been very strong."

Stephanie Carvell

Group Revenue and Distribution Director

👍 Group Revenue and Distribution Director Stephanie Carvell said that Canary paid for itself within weeks at Bespoke hotels through relevant, well-presented guest offers.:

"At the hotels where Canary has been introduced, the cost was recovered within weeks. It puts relevant offers in front of guests in a clear, simple way and the return on investment has been very strong."

⚖️ The selection process: During their research process, Stephanie Carvell 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:

Group Revenue and Distribution Director Stephanie Carvell said, about their decision: "I’ve tested several products during my years in hospitality. Canary brings everything together in one platform that we previously had to use multiple vendors for, without compromising on capability or guest experience."

📈 The results: Bespoke now runs its guest journey on one platform with property-level and portfolio-wide reporting, recovered Canary’s cost within weeks at the hotels where it was introduced, and gives teams more time for guests.

Canary’s cost was recovered within weeks at the hotels where it was introduced, driven by tailored Dynamic Upsells.
Mobile Check-In captures more complete guest information from OTA bookings, creating opportunities for direct relationships and repeat stays.
AI Guest Messaging and Digital Compendium handle routine questions in 100+ languages, and Smart Checkout automatically gathers feedback and prompts Tripadvisor reviews.