AI-Powered Guest Engagement Linked to Higher Hotel Revenue, Better Personalization and Happier Guests, Study of 10+ Million Interactions Finds
Canary’s first-of-its-kind study of guest interactions with AI shows how AI enhances the stay and drives revenue.
Canary Technologies, the leading AI platform for hotel and guest management, today released a study on how guests interact with AI in hotels. The first report of its kind, “From Answers to Actions: What Millions of Guest Interactions Reveal About AI Inside the Stay,” analyzes over 10 million AI-powered guest interactions across calls, text messages and webchats with thousands of hotels across 100+ countries.
The report’s central message: AI interactions improve both the guest experience and the business behind it. Key findings include:
Personalization. AI is delivering on personalization at scale. Six in 10 AI responses go beyond providing general information to give specific responses to guests based on their individual context.
Satisfaction. Guests are more satisfied when AI responds. AI eliminates delays to reply in seconds, and guests who engage with AI are 11% more likely to leave a five-star rating.
Revenue. AI drives more revenue across the stay. Last year, hotels with AI messaging grew upsell revenue by 54% on average in their first six months.
The data also suggests the biggest gains are still ahead. Nearly two-thirds (65%) of guest conversations include a request beyond information, such as making reservations or fixing a broken air conditioner. Forty-five percent of those are revenue-generating activities like bookings.
Fulfilling guest requests often spans several teams and systems. Each hand-off can lead to errors and delays, resulting in inefficiencies or dissatisfied guests. With agentic AI, hotel teams can shore up cracks in service delivery by connecting teams and systems with greater automation, so requests are completed quickly and reliably.
“More than 10 million guest conversations across thousands of hotels globally told us what the future of hospitality looks like,” said Gurtej Gill, VP of AI Operations and Adoption at Canary Technologies. “Guests want their specific requests taken care of quickly and effectively. Delivering on that takes agentic AI that works across every team and system on property, so hotels can deliver great service, improve operations and drive new revenue.”
The report is Canary’s third on AI in hospitality, following two studies that explored how hoteliers perceive AI and how they plan to adopt it. Canary, a semifinalist for the 2026 HTNG/AHLA TechOvation Award, will share more findings at The Hospitality Show in Miami, Nov. 2-4, at booth 2713.
The full report is available on the link above.
