Canary Study: AI Interactions Improve Hotel Ratings and Upselling

On October 28, 2026, Business Travel News reported that Canary Technologies analyzed more than 10 million AI guest interactions across thousands of hotels and found that guests who used AI during their stay were 11% more likely to give a five-star rating, and that hotels deploying AI messaging saw average upsell revenue growth of 54% in the first six months; about two-thirds of guest conversations were not merely information inquiries, of which 45% involved revenue-generating activities such as bookings, and 60% of AI replies contained guest-specific contextual information. On October 30, Hospitality Technology reported on the same study, saying it covered more than 10 million guest interactions via voice, SMS and web chat across thousands of properties in more than 100 countries; properties deploying AI automated guest messaging saw average in-stay upsell revenue increase of 54% in the first six months; 65% of guest communications went beyond simple information queries and involved actual service fulfillment such as room changes or maintenance dispatch, of which 45% were directly revenue-generating transactions. The two reports are consistent on the upsell revenue growth figure, but differ on the share of conversations going beyond simple information queries: the earlier report said about two-thirds, while the later report said 65%.