Set within Milan's iconic Galleria Vittorio Emanuele II, Galleria Vik Milano seamlessly blends art, history and luxury. As a member of Small Luxury Hotels of the World, the property is celebrated for its original artwork in every room, breathtaking gallery views and a highly personalized approach to hospitality that defines every guest stay.
The team wanted the arrival experience to reflect that same philosophy. Instead of focusing on paperwork at check-in, they wanted staff to spend time welcoming guests, learning why they were visiting Milan and recommending experiences tailored to their stay. We spoke with Operations & Sales Manager Jésica Garcia and Front Office Manager Dario De Simone to learn how Canary made that vision a reality.
Galleria Vik Milano wanted every check-in to feel personal, but required paperwork was getting in the way. Now that they've adopted Canary's Mobile Check-In, guests receive a custom pre-arrival questionnaire five days before arrival, sharing the purpose of their trip and their personal interests. This gives the hotel information about the guest's tastes — from art to food — so staff are always ready with a personalized welcome.
"If a guest tells us they're visiting for the art, we already know which exhibitions might interest them,” Dario said. “If they mention they love chocolate, we can leave a treat waiting in their room. It's about getting to know the guest better and personalizing their experience based on what they've told us."
Jésica added, "Instead of standing there filling out documents while guests wait, our front office team can dedicate themselves immediately to their needs. Being able to focus on them right away completely changes the first impression."
As a luxury property, Galleria Vik Milano offers upgrades that go above and beyond standard add-ons. With popular upsells ranging from rooms with gallery-facing balconies to pizza-making classes, they wanted to put the options in front of guests in a manner as elegant as the hotel itself. In the past year on Canary’s Dynamic Upsells, they've generated nearly €35,000 in ancillary revenue, which they credit to how easy the solution is to use.
"Giving guests a simple link where they can clearly see every available amenity is key,” Jésica said. “That simplicity and intuitiveness is what ultimately turns into results."
Beyond the products themselves, the Galleria Vik Milano team emphasized the value of working closely with Canary's Italy-based team. Their feedback has directly influenced product improvements that better support local operational needs.
“Having a local team that’s in our time zone has been incredible,” Jésica said. “We feel listened to, we see our ideas moving forward and it's simplifying our work."
At Galleria Vik Milano, technology succeeds when guests barely notice it's there. By automating administrative work behind the scenes, staff spend more time delivering the thoughtful, bespoke service that defines the hotel.
“Because Canary automates part of our administrative activities, our staff has more time to communicate with guests and personalize their experiences,” Jésica said. “For us, that is the most important thing.”
