Nestled in the heart of the Sierra Nevada mountains, Best Western Plus Truckee-Tahoe is a 99-room hotel that caters to a diverse range of guests, from outdoor enthusiasts to business travelers. As a forward-thinking General Manager, Ben Schynoll is committed to ensuring the property stays ahead of the curve when it comes to guest-facing technology.
Before implementing Canary, the hotel grappled with the constant risk and hassle of lost or misplaced credit card information from using paper authorizations. "We were always worried about new front desk staff not following proper procedures and having credit card numbers getting left around, which might come back to bite us," said Schynoll.
Since adopting Canary's Digital Authorizations, those concerns have been put to rest. "The authorizations have been great," Schynoll explained. "They keep everything centralized and organized, which has been a huge time-saver for our team." The property has seen an 84% reduction in monthly fraud and chargebacks since implementing Canary, resulting in fewer disputes and happy guests.
Another key Canary feature that has transformed the guest experience at Best Western Plus Truckee-Tahoe is Mobile Check-in. "It's been a huge time-saver for our team and our guests," Schynoll said. "What used to take 5-7 minutes now takes just 2-3 minutes, allowing us to focus on providing a warm, personalized welcome rather than getting bogged down in administrative tasks."
The mobile check-in process also includes Guest Messaging, further enhancing the guest experience. With Canary Guest Messaging, guests can communicate with hotel staff in real-time. Schynoll noted, "Our guests love the ability to text the front desk for anything they need."
Prior to Canary, Best Western Plus Truckee-Tahoe's upsell efforts were limited, leaving revenue on the table. "We had some basic upsells, but it was a real manual process," Schynoll recalled. "We knew we could be doing so much more to upsell, personalize the guest experience and boost our bottom line."
After adopting Canary's Dynamic Upsells, the hotel experienced a "significant increase" in upsell revenue by streamlining processes and introducing new options. Among the most popular upsells are late checkouts, early check-ins and bottles of wine.
“Canary has really unlocked a whole new revenue stream for us,” Schynoll said. “The platform makes it easy to offer guests a wide range of additional amenities and services, and they've been very receptive to taking advantage of those offerings.”
As Best Western Plus Truckee-Tahoe continues to evolve, Schynoll is confident Canary will be a key partner in their success. "Canary has enabled us to be a truly future-forward hotel," he said. "With their innovative solutions and our commitment to providing an exceptional guest experience, I know we're well-positioned to thrive in the years to come."
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