How one of NYC’s Top Boutique Hotels Eliminated Fraud and Front-Desk Lines with Canary Technologies
Located in New York City’s NoMad neighborhood, The Made Hotel is one NYC’s top boutique hotels and is part of Real Hospitality Group.
Early in the pandemic, Eric Freitas, General Manager at The MADE Hotel, saw the writing on the wall. He knew that the MADE Hotel would have to move to a digital check-in process at some point, but COVID-19 made it an immediate priority.
“The world has changed, and we have changed with it,” he said.
Freitas selected Canary Technologies’ Contactless Check-In solution given the robust feature set, friendly user experience, and the ability to easily integrate with OPERA, the hotel’s property management system (PMS).
As reservations come in, the hotel sends texts (with links) through Canary to guests, who now check-in from their mobile devices (~90 seconds).
“Canary’s Contactless Check-In is user-friendly and a time saver. It’s what guests want,” said Freitas.
Ensuring guests felt comfortable traveling again wasn’t the only issue of 2020. Fraud skyrocketed in New York City during the pandemic. Freitas noticed that fraud and chargebacks had increased dramatically to ~$30k in 2020 (~7-8x pre-pandemic levels). Eric quickly leaned back on his new tool: Canary’s Contactless Check-In solution.
“We required all guests to complete Canary’s Check-In process. It’s really a quick and simple process for the guest," said Freitas. "After implementing Contactless Check-In, we realized a handful of guests - specifically walk-in guests - either had their check-in rejected by Canary or opted to leave the hotel rather than input their ID and credit card. Low and behold, fraud and chargebacks have dropped to nearly zero," he continued. "And this is despite the fact that chargebacks are still elevated across the industry.”
In addition to improving the guest experience and reducing fraud, the MADE hotel:
- Has eliminated wait times at the front desk, which helped front desk staff focus more on hospitality versus low value-add work
- Is driving incremental revenue from upsells, which is included in Canary’s Contactless Check-in flow