Industry Update
Opinion Article 3 September 2021

What are the signs that PMS isn’t making the cut

Changing property management software

By Bogdan Romashko, Chief Marketing Officer at HotelFriend AG

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Like any other software, the hotel management one doesn't get better with age. In addition, the pandemic has sped up the adoption of cloud-based PMS systems that rearrange traditional hospitality workplaces into remote offices and guest experiences into digital low-contact environments.

How we see it, the way hotel business owners engage with both their guests and software providers looks very different in the new norma. To keep up with changing demands, it is necessary to evaluate the system that is in use and determine whether it has the optimum tech stack needed in post-corona times. But how to understand when it’s time to replace old software? Let’s try to answer this question below.

5 signs that hotel software is in need of a change

Modern hospitality software providers have a lot to offer their customers, and even more. With this in mind, there is no need to struggle with outdated tools that are failing to meet hoteliers’ expectations but compromising work and wasting time. It is better to consider switching to a new hotel software vendor if facing any of these issues:

The need to overcome constant integration problems

After appearing multifunctional hospitality platforms that include all the required features and fully integrated additional tools, there is no sense in running separate poorly synchronized systems where the staff needs to transfer data and switch between different products. For 31% of hoteliers, the inability to integrate with existing systems is a barrier that affects software adoption and usage.

It is better to choose the hotel software that is open to function with other apps or extensions and operates in conjunction with its original Booking Engine and Channel Manager.

Lack of guest self-service options

About a decade ago, InterContinental Hotels Group became the first to introduce mobile keyless entry at some of its Holiday Inns. Hilton and Hyatt followed this trend, while Marriott went even further and offered mobile check-in and -out to digital keyless experience for their Rewards members.

At that time, mobile self-service technologies were considered experimental in the hospitality sector. Perhaps until now. Our lifestyles have changed a lot due to COVID-19.

Providing guests with digital services is no longer just mainstream, it is now a game-changer for hoteliers struggling to stay afloat. It influences guests’ decision-making process adding extra convenience, saving time, and reducing person-to-person interactions.

According to the Skift study, 45% of respondents would be more likely to stay at a hotel offering self-service technology that reduces physical contact with the staff.

For many hoteliers, the switch from manual administration to automation exceeded expectations. In addition, customer demand for self-service has recently skyrocketed (source:

This made the hotel business much more tech-friendly. In this respect, guest apps have proven to become a lifeline offering many self-service functions, including contactless payment options, mobile check-in/out, keyless room entry, online service or food ordering, and digital messaging. If the software vendor doesn't provide the app already then why not partner with the one who offers such an option.

No adequate support and bugs fixing

The update process is never-ending. After the launch of one version, software providers start gathering usage data and identify issues that should be solved in the next version. Responsible companies operate 24/7 and have several support channels, including chats, emails, phones, help pages, or other methods. They also offer a knowledge base and some kind of training. If there is no help with the bugs and glitches, so it’s time to choose another company.

Poor security

Based on Skift’s study, 33% of hoteliers have concerns around security and privacy when adopting new software. Sure, it is not so easy to say which software is better protected. Yet, there are some indicators that can help, namely:

  • All data should be stored in the cloud and protected with encryption.
  • There is a lockout and specified authorization or tailored access.
  • Software is compliant with the GoBD requirements.

For peace of mind, there may be more similar measures but eventually not less.

No value for money

Poorly designed property management systems often cause delays and may lead to extra expenses. There might be long-term commissions, hidden costs, or other obligations.

On the other hand, a reliable provider will offer such a digital experience where there are opportunities to increase sales, boost direct booking, eliminate compatibility issues thanks to flawless sync between products, and reduce yearly IT costs.

Bottom line: Finding the next great opportunity

Hospitality systems play an essential role in business development and survival today. Besides traditional operations aimed at hotel management, they provide self-service tools that help both reduce personal contact and improve guests’ experience.

Sure, there is no need to redesign and replace software just for the sake of change, but if the one doesn’t cater to specific needs or shows the above-mentioned signs, it is a clear reason to consider a replacement.

That said, the cloud Property Management System from HotelFriend can help open up many new opportunities for progress. We are the ONLY company that provides all required products for key hotel operations, namely PMS, Channel Manager, and Booking Engine, as well as self-service Mobile App for faster check-in/out and keyless room access solution, all products in-house from one hand.

Ready to get started using the software that adds value to your business and simplifies operations in your hotel? Get a 30-day free trial now.

Bogdan Romashko

    More from Bogdan Romashko

    About HotelFriend

    HotelFriend is a global provider of business software with offices across Europe. The company specializes in R&D in the travel and hospitality sectors, cloud computing, e-commerce, CRM, ERP, and the development of mobile and desktop apps.

    Philipp Thomas
    Business Development Manager
    Phone: +49 30 46999 5418
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