Nestled between the pristine beaches of Australia’s Byron Bay and 20 acres of rainforest, Elements of Byron is a luxury resort designed for guests seeking a unique, restorative stay. The resort features 202 beautifully appointed villas and offers a serene escape amidst the beauty of eastern Australia.
But guest engagement, especially during peak periods, was a challenge without the right technology in place. That’s when the Elements team turned to Canary Technologies to digitize key touchpoints, uplevel the guest experience and improve operational efficiency. To tell us more about their experience, we sat down with their General Manager, Michael Skinner, to get more information.
Before Canary, Elements of Byron relied heavily on manual processes. Their paper-based registration cards and complex, manual check-in resulted in excessive administrative work that distracted from face-to-face hospitality. Guests and staff both felt the friction of this convoluted process, especially during peak arrival and departure times.
“We wanted to maintain a premium guest experience, but our check-in process just couldn’t scale,” said Michael. “We knew it was time to go digital.”
After implementing Canary’s Mobile Check-In, lines in the lobby have become a thing of the past. Around 75% of guests opt to check in from their own devices, and they rate the experience 4.75 out of 5 on average.
“We no longer have to enter data manually or store non-compliant registration cards,” Michael told us. “Guests arriving with their information pre-filled give staff more time to personalize each welcome.”
Before Canary, Elements of Byron had limited channels for promoting add-ons. They now offer discounted breakfasts, wine and cheese tastings, holiday packages and more—and they’ve generated over AUD 250,000 since launch.
“We love how creative we can be with our add-ons,” said Michael. “And clearly our guests do too, as the packages have been incredibly popular.”
When it’s time to leave, Canary’s Smart Checkout makes finalizing a stay simple. Guests can review and approve their bill with the eFolio add-on, avoiding post-departure billing disputes. Hotel staff are alerted instantly upon checkout, enabling housekeeping to quickly prepare vacant rooms for the next guests.
“Because we’re a villa-only property, cleaning between guests takes longer than usual,” Michael stated. “But Smart Checkout tells us when guests are departing so our housekeeping department can work far more efficiently.”
Since implementing Canary, Elements of Byron delivers a seamless, digital-first guest experience to every traveler they welcome. Staff have more time to spend with guests, upsell numbers are up and every department feels the impact of more efficient operations.
“Canary helped us bring our vision of beachfront, barefoot luxury to the digital realm,” Michael said. “Our team is happier, our guests are happier and the results speak for themselves.”
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