Question 1

Why am I seeing a charge related to Canary Technologies after a hotel stay?

Accepted Answer

Many hotels use Canary Technologies to handle digital registration, payments, and incidentals. When you complete a contactless check-in, pay a deposit, or settle your folio via a secure payment link or QR code, the transaction may be processed through Canary’s platform. On your statement, this can appear as the hotel’s name, “Canary,” or a combination of both, depending on the hotel’s setup and your card issuer’s formatting. Reviewing your hotel folio and any email receipts sent at check-in or check-out usually confirms the charge details.

Question 2

I’m a hotel and was billed by Canary Technologies—what type of subscription charges should I expect?

Accepted Answer

Canary Technologies typically bills hotels on a recurring basis for software modules such as Contactless Check-In, Guest Messaging, Upsells, Digital Tipping, and Fraud Prevention. Pricing is usually structured per property and may be based on room count, product bundle, and contract term, billed monthly or annually according to your service agreement. Your invoice will list each active module and the billing period covered. You can view and download your invoices by logging into your Canary admin portal and navigating to the billing or account section.

Question 3

How do I cancel or modify my Canary Technologies subscription as a hotel customer?

Accepted Answer

If you are a hotel or lodging business, changes to your Canary subscription—such as canceling a module, adding new products, or adjusting property coverage—are handled through your account manager or Canary’s sales/support team. Review your service agreement for notice periods and contract terms, as some plans require a minimum commitment or advance notice before cancellation. To request changes, log into your Canary account and use the in-portal support/contact options or reach out via the Contact page on canarytechnologies.com. Once processed, future invoices will reflect the updated subscription configuration from the next eligible billing cycle.

Question 4

How can I request a refund for a charge processed via Canary Technologies?

Accepted Answer

For guests, refund decisions are made by the hotel, not by Canary directly, since the hotel is the merchant controlling what is charged. If you believe you were incorrectly billed (for example, for a no-show fee, incidental, or duplicate payment), contact the hotel’s front desk or billing department and reference the date, amount, and any Canary payment receipt or confirmation number you received. If the hotel approves a refund, it will be issued through the same Canary-powered payment system back to your original card. Refunds may take several business days to appear, depending on your bank’s processing times.

Question 5

Why do I see a small or temporary pending charge from Canary or my hotel that later disappears?

Accepted Answer

Hotels using Canary Technologies often place a temporary authorization hold on your card at check-in or when you complete a digital registration, to verify funds for deposits or incidentals. This appears as a pending amount on your statement and is not a final sale. If the hotel does not convert the hold into a completed charge (for example, if your final folio is lower or billed separately), the pending amount will automatically drop off, typically within 3–7 business days depending on your bank. If a hold remains longer than a week, contact the hotel and your card issuer to confirm its status.

Question 6

How can I confirm what a specific Canary-related charge was for?

Accepted Answer

Start by searching your email for confirmation messages or receipts from the hotel or from Canary’s payment system around the transaction date; these often include a detailed breakdown of room charges, taxes, and incidentals or tips. If you’re a hotel guest and can’t find a receipt, contact the hotel directly and ask for a copy of your folio, referencing the last four digits of your card and the charge amount. Hotel staff can look up payments processed through Canary and tell you if the charge was for room nights, an advance deposit, a no-show fee, upgrades, or digital tips. Hoteliers can log into their Canary dashboard to view transaction details and export reports that match statement entries.

Question 7

How do I contact Canary Technologies about a billing or technical issue?

Accepted Answer

For transaction-specific questions as a guest (amounts, refunds, disputed fees), your primary contact should be the hotel or lodging provider, since they control the charges. If you are a hotel user and need help with invoices, subscription questions, or technical issues, log into your Canary admin portal and use the built-in support options, or visit canarytechnologies.com and go to the Support or Contact section to submit a ticket. Providing your property name, account email, and invoice or transaction IDs will help the Canary team resolve your issue faster. In urgent cases, check your original onboarding or contract documents for any dedicated account-management contact details.

Question 8

Can I pause Canary services or temporarily stop being billed as a hotel?

Accepted Answer

Some hotels arrange seasonal or flexible billing terms with Canary Technologies, but this depends on your specific contract. If you need to temporarily pause services—for example, during a renovation or seasonal closure—contact your Canary account manager or use the support channels in your admin portal well in advance of your desired pause date. They can explain available options, such as reducing modules, adjusting property coverage, or scheduling a service suspension if allowed under your agreement. Any approved changes will only affect future billing cycles and will not typically result in retroactive credits unless explicitly negotiated.

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