Case Study

Crowne Plaza Upgrades to Canary for Better Guest Engagement and 40% Less Admin Work

Amanda McDowell

Canary Technologies · October 16, 2025

Crowne Plaza Perth implemented Canary’s Guest Messaging to automate communication, save staff time, and improve guest engagement, leading to 40% less admin work and more Tripadvisor reviews.

Why it matters: Automation frees staff to focus on guests instead of repetitive admin, improving guest's satisfaction and the hotel's online reputation.

Canary’s Guest Messaging automates pre-arrival, in-stay, and post-checkout texts. It integrates direct with a hotel's PMS, reducing manual work and speeding up response times.

Top 3 Core Objectives: The team needed to modernize communications and streamline manual messaging workflows.

Automate Messaging: Replace manual guest text processes with automated, PMS-integrated communications.
Reduce Workload: Eliminate repetitive daily admin tasks to give staff more time with guests.
Improve Reviews: Boost post-stay engagement and Tripadvisor reviews through automated follow-ups.

"Before Canary, someone would have to spend at least an hour a day manually sending out pre-arrival messages to guests. Automating that has reduced our administrative work by at least 40%"

Kai Kankal

Operations Manager

👍 Operations Manager Kai Kankal said that automation replaced manual texting and freed up staff time:

"Before Canary, someone would have to spend at least an hour a day manually sending out pre-arrival messages to guests. Automating that has reduced our administrative work by at least 40%"

⚖️ The selection process: During their research process, Kai Kankal 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:

Operations Manager Kai Kankal said, about their decision: "Since adding a post-checkout message, the number of Tripadvisor reviews we get has skyrocketed. And since we have more time to spend with our guests, our review scores have gone up, too."

📈 The results: Canary’s Guest Messaging helped Crowne Plaza Perth automate communications, cutting admin work by 40% and increasing guest reviews.