We Asked More Than 80 Hotel Teams What It’s Like to Work With TTI. Here’s What I Learned.

I’ve been in this business for more than 30 years.

When you’ve spent that much time working with hotels, you develop a pretty good sense of what customers value. I’ve answered support calls, helped troubleshoot installations, worked, and watched our industry evolve through just about every imaginable technology shift.

But there’s a difference between assuming you know what customers think and actually asking them.

That’s why we started sending a simple survey after every installation. We wanted honest feedback. The good. The bad. The frustrating. If something wasn’t working, I wanted to know about it. If we could improve, I wanted to hear that too.

The responses reinforced something that’s been at the heart of TTI since day one.

It isn’t just our technology that hotels remember.

It’s how we show up when they need us.

The Numbers Tell One Story

Across more than 80 responses from hotel managers, IT directors, and general managers representing brands such as Marriott, IHG, and independent hotels, the results were incredibly encouraging.

• More than 90% rated TTI 5 out of 5 stars for likelihood to recommend**

• Nearly every respondent said our equipment met their needs

• Customer support was consistently our highest-rated category across every brand, property size, and region

I’m grateful for those numbers.

But what meant the most to me were the comments.

The Comments Told Me We Haven’t Lost What Matters

Technology changes constantly.

Hardware changes.

Software changes.

Hotel expectations change.

One thing shouldn’t change: how you treat people.

Again and again, hotel teams talked less about the equipment and more about the experience of working with our people.

On the installation process

“Hands down, one of the easiest Public Space PC installs I’ve ever done. The system worked right off the bat without a hitch. Thank you for that!”
— IT Manager, Marriott property

“I was surprised at how smooth the installation was and how easy everything was. The end result is exactly what we needed.”
— General Manager, Holiday Inn Express

“Sales, service, shipping, and install were all a breeze. 10/10 recommend.”
— GM, Holiday Inn franchise

“Installation of new scanners went smoothly and work well.”  — GM, International property

On our support team

“Working with TTI was incredibly smooth and effortless. Everyone I interacted with was highly professional and efficient throughout the entire process. I couldn’t have asked for more. It was truly exceptional.”
— Director of Operations, Holiday Inn Express franchise

“Very fast replies, installation was quick and without issues, and so far, the solution is working as intended.”
— IT Manager, Marriott property (Europe)

“Your team is consistently professional and friendly. The dynamics between the different departments translate to a very smooth and enjoyable experience for your customer.”
— Regional Manager, independent hotel group

“I have already recommended TTI to another hotel that will need to upgrade their business center within the next year.”
— Hotel Manager, Holiday Inn franchise

“Everything with mobile printing has been great, thank you!”  — Hotel Manager, boutique hotel

On switching to TTI

“The transition was easy and simple.”
— GM, Hotel Group

“I’m glad we made the choice to change business center providers and go with TTI.”
— GM, boutique property

“I made a great decision in getting TTI for our business center.”
— GM, Holiday Inn Express franchise

On the long-term relationship

“Neil and Tim are always great to work with. First-rate service.”*

“We will definitely continue working with your company and will recommend.”
— IT Manager, Ritz-Carlton property

“From the first contact to the end of the project. Very efficient, great customer service.”
— Director of Engineering, 

The Reviews I Probably Learned the Most From

Not every installation earns a perfect score.

Honestly, I’d be skeptical if it did.

Technology isn’t perfect.

Sometimes a hotel’s internet is slow. Sometimes a third-party software integration creates unexpected challenges. Sometimes hardware gets damaged during shipping.

Those things happen.

What matters is what happens next.

One review mentioned a broken item that occurred during shipping.

“After speaking with your team, they sent us a brand new one, and communication was flawless.”

Another described an installation that stretched over several months because of a third-party software dependency.

Their conclusion?

“TTI team was great throughout.”

Those comments probably mean more to me than the five-star reviews.

Because they tell me our team is doing exactly what I ask them to do.

We don’t disappear when something gets complicated.

Whenever possible, we stay on the phone until an installation issue is resolved. If the problem involves the hotel’s internet or another technology partner, we’ll work directly with their IT team rather than expecting the hotel to coordinate everything itself.

Our support team also works collaboratively behind the scenes. If one technician finishes for the day, the next person already knows the situation because every interaction is documented and shared internally. The hotel doesn’t have to start over.

That’s simply how we’ve always believed customer support should work.

Why I Think Hotels Continue Choosing TTI

We’re a family business.

My son Neil is my business partner. I’m still involved every day. If a customer needs us, we’re available.

That’s very different from calling into a large corporation where you’re passed from department to department.

We’ve also built our company around responsiveness.

Hotels have told us they’ve waited days just to receive a proposal from other providers.

The same goes for support. We respond quickly because we know hotels don’t have time to wait.

One of the comments that kept appearing throughout the survey said it better than I could:

“Your support and follow-up were phenomenal. We’re not used to getting this from any type of company.”

I don’t take that compliment lightly.

If You’re Evaluating Your Current Provider

If your current technology works well and your provider stands behind it, that’s great.

But if you’re spending too much time chasing answers, waiting for support, or feeling like you’re just another account number, it may be worth asking whether your vendor is really acting like a partner.

The hotels that completed this survey represent different brands, different property types, and different challenges.

The common thread wasn’t that every installation was perfect.

It was that they felt supported throughout the process.

After reading every survey response, that’s the part I’m most proud of.

Technology will continue to evolve.

Treating customers the right way never goes out of style.