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AI Brings Modern Guest Communication to a Historic Resort
Verified case study
Hotel Tech Report has reached out to hoteliers at von Trapp Family Lodge & Resort to verify this case study.
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.
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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.
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Reduce Call Volume: von Trapp Family Lodge & Resort aimed to minimize repetitive inbound calls that caused staff overload.
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Improve Guest Response Time: Management sought to improve how quickly guests received answers to common inquiries.
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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
Hotel Tech Report reached out to Monica Daubenspeck who verified this case study.
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:
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"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:
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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."
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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.
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~30% reduction in phone call volume
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AI now handles over 500 guest messages per week
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Reduced average response time from ~9 minutes to under 30 seconds
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