How Peaks Hotel Achieved 55% Mobile Check-Ins and Up to an 80% Success Rate in Chargeback Disputes

OPERATIONS

Peaks Hotel and Suites, nestled in the heart of the wilderness, has consistently provided guests with unparalleled experiences. In this case study, we delve deeper into the journey of Peaks Hotel, focusing on the adoption of Canary Technologies Contactless Check-In and Canary Digital Authorizations to enhance guest satisfaction and streamline operations.

Why it matters: When the pandemic hit, guests were increasingly concerned about in-person interactions, including signing paper forms.

Peaks Hotel and Suites wanted to provide a contactless experience to address these concerns and offer a seamless check-in process.

Top 3 Core Objectives: By deploying Canary's Contactless Check-In and Digital Authorizations solutions, Peaks wanted to simplify the guest journey.

Improve Guest Satisfaction: Peaks aimed to create a contactless, safe, and engaging experience for guests.
Increase Efficiency: The management team wanted to streamline communication between guests and staff.
Reduce Fraud: Peaks wanted to reduce instances of fraud and chargeback with an easy-to-use, PCI-compliant solution.

Innovators Mentioned

Peaks Hotel and Suites

Canary Technologies

Libor Kocian

Director of Rooms

Peaks Hotel and Suites

"Guests were able to fill out the registration before they arrived. They were able to submit their photo IDs as well as credit card information. It really made it much more simple for the guest and for us as well."

Libor Kocian

Director of Rooms

👍 Director of Rooms Libor Kocian said that Canary helped Peaks enhance guest satisfaction:

"Guests were able to fill out the registration before they arrived. They were able to submit their photo IDs as well as credit card information. It really made it much more simple for the guest and for us as well."

⚖️ The selection process: During their research process, Libor Kocian 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:

Director of Rooms Libor Kocian said, about their decision: "With Canary instead of the front desk being focused on transactional items, they can shift the conversation to talk about the national park, the beautiful area we live in and all the great experiences they can enjoy while staying with us."

📈 The results: The implementation process with Canary was seamless and quick. Canary's platform proved to be user-friendly and intuitive, requiring minimal training for the staff.

Enhanced Guest Satisfaction: Canary's solutions received praise from guests, with many mentioning the ease and speed of check-in. Peaks Hotel and Suites maintained its position as the number one property on TripAdvisor and Google, emphasizing their commitment to excellent service.
Front Desk Efficiency: 55% of all check-ins use Canary Contactless Check-In. The contactless check-in allowed the front desk team to focus on creating memorable guest experiences rather than managing transactional tasks. This streamlined the check-in process, reduced wait times, and created a more efficient front desk operation.
Up to an 80% Success Rate in Chargeback Disputes: The fraud check integrated into the contactless check-in solution helped reduce the number of chargebacks. Peaks Hotel and Suites was confident in their ability to win most chargeback disputes, providing added security and peace of mind.