How one of NYC’s Top Boutique Hotels Eliminated Fraud and Front-Desk Lines with Canary Technologies

How one of NYC’s Top Boutique Hotels Eliminated Fraud and Front-Desk Lines with Canary Technologies

Eric Freitas, General Manager at The MADE Hotel, implemented Contactless Check-In to improve the guest experience and eliminate fraud

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.

Eric 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,”

Eric 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.” 

Ensuring guests felt comfortable traveling again wasn’t the only issue of 2020. Fraud skyrocketed in New York City during the pandemic. Eric 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. 



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Contactless Check-In

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“In short, we’ve been able to improve the guest experience, eliminate fraud, and drive incremental revenue from upsells. It’s been a wild year, but I’m happy with where we’re at.”

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Learn how Contactless Check-In drives efficiencies, improves guest satisfaction, and increases revenue

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Canary in 3 words

Learn how Contactless Check-In drives efficiencies, reduces fraud, improves guest satisfaction, and increases revenue

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Canary in 3 words

Eric Freitas

General Manager
10+ Years in Hospitality
“We required all guests to complete Canary’s Check-In process. It’s really a quick and simple process for the guest. 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 0. 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:

  1. Has eliminated wait times at the front desk, which helped front desk staff focus more on hospitality versus low value-add work
  2. Is driving incremental revenue from upsells, which is included in Canary’s Contactless Check-in flow
“In short, we’ve been able to improve the guest experience, eliminate fraud, and drive incremental revenue from upsells. It’s been a wild year, but I’m happy with where we’re at.”

“We required all guests to complete Canary’s Check-In process. It’s really a quick and simple process for the guest. 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 0. 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:

  1. Has eliminated wait times at the front desk, which helped front desk staff focus more on hospitality versus low value-add work
  2. Is driving incremental revenue from upsells, which is included in Canary’s Contactless Check-in flow
“In short, we’ve been able to improve the guest experience, eliminate fraud, and drive incremental revenue from upsells. It’s been a wild year, but I’m happy with where we’re at.”

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