Streamlining Guest Services with Canary Technologies in Visual Matrix

Streamlining Guest Services with Canary Technologies in Visual Matrix

Canary Technologies offers leading digital solutions tailored for hotels, resorts, and lodging properties—built by hospitality veterans to modernize guest services and operations.
To use Canary Technologies with Visual Matrix PMS, your property must first create a Canary account. Once set up, Canary will initiate the integration process directly with Visual Matrix. (There are no fees charged by Visual Matrix for this integration.)
The integration streamlines reservation management and enhances the guest experience. Through a secure API connection, it automates tasks such as pre-check-ins, guest folio charges, and room status syncing—reducing manual workload for your staff.

What Canary Can Do with Visual Matrix

Digital Pre-Check-In
When a guest completes pre-check-in via Canary, the reservation in VM automatically updates to Pre-Registered status (instead of HLD or GTD).
Canary can also update reservation and guest details as part of this process.

Guest Profile Access & Sharing
Canary pulls guest information from Visual Matrix to streamline workflows.
Canary can update guest profile details and push internal comments directly into the VM reservation.

Reservation Management
Set reservations to Pre-Registered status.
Add internal reservation comments via API (no need for staff to enter manually).
Update reservation information (e.g., guest name or contact).

Upsell Handling
Canary enables guests to request upsells (e.g., Early Check-In, Parking, Room Upgrade).
Important: Hotel staff must verify and approve the upsell in Canary’s platform. Once approved, Canary automatically posts the charge to the guest folio in VM.
Notes
Avoid entering charges manually in VM—this will cause duplicate postings.

Payment Method Updates
Canary can update the method of payment for future and current reservations when a valid credit card is submitted.
This includes Digital Credit Card Authorization Forms with fraud verification—once approved, the card is updated in VM automatically.

Room Status Visibility
Canary pulls room status data from Visual Matrix (e.g., Clean, Dirty, Occupied) to display in its interface.

Guest Messaging (One-Way)
Guests can chat with the hotel through Canary.
These conversations do not appear in Visual Matrix—they remain within the Canary system.

Digital Tipping
Canary enables guests to leave digital tips for staff. This feature operates within the Canary platform but complements the guest journey initiated via VM.

Supported Use Cases

Feature
What is does
Digital Pre-Check-InSets reservation status to Pre-Reg and updates guest info.
Reservation Notes
Canary posts internal notes automatically.
Upsell Charges
Posts upsell fees directly to the folio once approved.
Payment Method Update
Automatically updates payment method (including digital card auth).
Guest Info Pull & Sync
Ensures guest profile accuracy across both systems.
Digital Tipping
Guests can Tip staff via Canary.
Guest Messaging
Real-time chat through Canary (not visible in VM).

Warning
What Canary Can’t Do
- Post charges to canceled or checked-out reservations.
- Cancel a Pre-Registration status in Visual Matrix.
- Push chat messages or tips into VM—they remain in Canary.

When Canary Is Allowed to Post Charges

Reservation Status
Payment Method
Extra Requirements
Pending Arrival
Credit Card
None
Pending Arrival
Guaranteed
None
Checked In
Credit Card
None
Checked In
Guaranteed
None
Checked In
Cash
Guest balance must meet configured minimum

Info
⚠️ Best Western Properties Only
If your property is part of Best Western, ensure the following accounting (posting) codes are configured for Canary to work properly.
For Help configuring these codes, check this article.

Charge Type
Posting Code
Category
Crib
CCRI
Canary
Early Check-in
CECI
Canary
Late Check-out
CLCO
Canary
Pet Fee
CPET
Canary
Roll-away Bed
CROL
Canary
Extra Person 1
CXP1
Canary
Extra Person 2
CXP2
Canary
Extra Person 3
CXP3
Canary
Room Upgrade 1
CUP1
Canary
Room Upgrade 2
CUP2
Canary
Room Upgrade 3
CUP3
Canary
Room Upgrade 4
CUP4
Canary


Training Tips & Best Practices

Do Not Duplicate Charges
Allow Canary to handle all upsell charges. Manual entry in VM may result in duplicates.

Verify Room Status Before Reporting
Canary relies on VM housekeeping status. If there's a mismatch, reconcile the room status first.

Confirm Charge Eligibility
If a charge is missing from a folio, check that:
The reservation is not canceled or checked out.
The payment method and status meet charge posting rules.

Upsell Approvals
Only approved upsells in Canary are posted to the folio in VM. Make sure your team verifies them before expecting the charges to appear.

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