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Inside the AI-Powered Guest Experience Transformation at an Orlando Holiday Inn

Not yet verified This case study hasn't been verified by Holiday Inn Express & Suites Orlando at Seaworld yet
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The Holiday Inn Express & Suites at Orlando's SeaWorld, a bustling 156-room hotel near one of Orlando’s top vacation destinations, was on a mission to enhance efficiency without compromising guest satisfaction.
Why it matters: Managing high guest expectations in a leisure-driven market was a challenge for this Holiday Inn Express & Suites.
  • Because guests aren’t there for corporate business and spending their own money, their expectations are much higher.

Top 3 Core Objectives: By deploying Canary's AI Guest Messaging, The Holiday Inn Express & Suites at Orlando SeaWorld wanted to modernize hotel operations and increase staff efficiency.
  • Automate Guest Communications: The Holiday Inn Express & Suites at Orlando's SeaWorld aimed to automate repetitive tasks so staff can focus on human hospitality.

  • Boost Upsell Conversions: The Holiday Inn Express & Suites at Orlando's SeaWorld wanted to increase their upsell revenue

  • Reduce Staff Workload: The Holiday Inn Express & Suites at Orlando's SeaWorld sought to increase operational efficiencies both for front desk staff and for housekeeping.

Canary Technologies

Easily communicate with hotel guests at scale

Innovators Mentioned

Holiday Inn Express & Suites Orlando at Seaworld
Canary Technologies
MC
Mason Caracciolo
The hotelier hasn't yet verified the case study.

General Manager

Holiday Inn Express & Suites Orlando at Seaworld

"The AI takes on so much responsibility – we don't have to answer the same questions 52 times. It frees up our team to be more proactive and provide a higher level of service."

Mason Caracciolo

General Manager

👍 General Manager Mason Caracciolo said that Canary helped The Holiday Inn Express & Suites at Orlando's SeaWorld provide better service to guests overall:
  • "The AI takes on so much responsibility – we don't have to answer the same questions 52 times. It frees up our team to be more proactive and provide a higher level of service."

⚖️ The selection process: During their research process, Mason Caracciolo 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:
  • General Manager Mason Caracciolo said, about their decision: "Guests like the open line of communication. Let’s face it, people don’t like to talk to people anymore. There's a lot more people these days that will talk to you through messaging."

📈 The results: After implementing AI Guest Messaging, the hotel has improved overall guest service scores by up to 5%.
  • In four months, they automated 82% of guest communication, dramatically reducing the time staff spent answering repetitive questions—like pool hours and early check-in availability.

  • The hotel uses AI to offer guests 500 loyalty points in exchange for forgoing housekeeping services, appealing to eco-conscious guests and causing a 20% reduction in daily room cleanings.

  • By leveraging the Canary guest management system , the hotel successfully promoted add-ons such as champagne, bottled water, and early check-in options, resulting in an additional $1,700 in monthly revenue compared to the previous year.

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