Spanish hospitality group deLuna Hotels has a growing portfolio of contemporary hotels, boutiques and apartment-style accommodations. The company orients its operations around the “deLuna experience” — a hospitality philosophy centered on emotional connection, personalization and making guests feel at home.
When the deLuna team decided to modernize their operations, they turned to Canary. To find out how Canary has helped them create a fully connected guest journey, we spoke with Nuria Audi, the group’s Director of International Sales and E-commerce, who has been with the company since its founding in 1995.
Prior to implementing Canary’s AI Voice, deLuna Hotels missed more than 18,000 incoming calls over a 12-month period. If even a third of these were booking-related, that translates to thousands in missed revenue. Now they answer every one — and use conversational routing to connect guests with the right department when a human touch is needed.
“Our AI Agent is an integral part of our operations,” said Nuria. “The agent is warm, welcoming, and allows our staff to focus more on meaningful guest interactions.”
Using multiple Canary solutions lets deLuna engage with guests long before the stay begins. Their team built a unique Digital Compendium for each of their properties, covering features, amenities and add-on offers distinct to each location. Guests receive the link before arrival via WhatsApp through Canary’s AI Guest Messaging, paired with instructions to complete Canary’s Mobile Check-In.
“Every guest receives a personalized digital experience before they arrive, creating a better impression from the first point of communication,” said Nuria. “Today, more than 80% of guests check in before they arrive. It saves extensive time for the front desk.”
Before Canary, deLuna relied on static booking engine add-ons with little visibility into upsell performance. By connecting Canary’s AI Guest Messaging and Dynamic Upsells with their PMS, they now send automated, personalized offers for parking, breakfast packages, special occasions and more. Canary lets them deliver these at optimal moments both before and during the stay.
"The response from guests has been amazing," said Nuria. "They love being able to book parking and breakfast before they even start their stay. Now we can directly see how guest communication drives additional revenue.”
As deLuna continues to expand its portfolio across Spain, Canary’s standardized onboarding has become a major asset. Whenever a new hotel is ready, they’re able to launch the property’s full digital guest journey in a few short days instead of weeks.
“I’ve worked on many hotel technology deployments throughout my career, and this is the first time I’ve genuinely enjoyed the process,” said Nuria. “We feel very comfortable with Canary. This is only the beginning.”
