Located in the heart of San Francisco, the LINE SF is known for its modern aesthetic and vibrant guest experience. To keep pace with the high expectations of their tech-savvy guests, the hotel sought to enhance their guest communication strategy and streamline operations. By implementing Canary’s AI Guest Messaging, The LINE found a way to connect with guests more effectively while reducing the strain on staff.
Before adopting AI Guest Messaging, the LINE SF primarily relied on emails, phone calls and third-party booking platforms like Expedia and Booking.com for guest communication. After implementing AI Guest Messaging, the hotel has been able to automate responses to frequent guest inquiries such as valet information, check-in/out times and hours of operation, freeing up staff to focus on more complex tasks.
Since implementing AI, the LINE SF has greatly improved its ability to respond to guest inquiries promptly. By monitoring peak times for guest questions and actively managing AI messaging, the hotel has reduced its median time to respond from 10 minutes to less than one minute.
“This improvement is essential for ensuring all guest inquiries, especially from in-house guests, are addressed quickly. Timely responses help us maintain high satisfaction levels and receive better reviews,” Pearl explained.
The LINE also uses AI-powered upsells for early check-ins, resulting in a conversion rate more than four times higher than traditional link-based upsells. AI Guest Messaging automatically serves early check-in upsells to guests who message about check-in time or being able to check in early. AI-powered early check-in upsells account for 65% of the LINE SF’s early check-in revenue. The ability to offer early check-ins through AI has been a game-changer for the hotel, as it provides a reliable option for guests looking to access their rooms ahead of standard check-in times.
“AI upsells for early check-ins have been extremely helpful,” Pearl said. “We guide guests to use the mobile check-in link, which ensures they have the opportunity to secure early check-in rather than leaving it uncertain.”
Overall, Canary’s AI Guest Messaging has proven invaluable at the LINE SF, offering time-saving benefits, reducing front desk phone calls and providing professional, consistent responses to guests.
“We love having Canary Guest Messaging!” Pearl expressed. “It's great that we're able to communicate with guests whenever it's necessary and it's a great platform for us to stay in touch with our guests. Our guests seem to enjoy using it too when they have inquiries, as some guests prefer to text over a phone call or email.”
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