Why Supercity Aparthotels turned to investors

When Supercity Aparthotels needed a new PMS, the team didn't just compare systems. They asked investors where they would place their bets on the technology market. Managing Director Philip Houghton shares his unusual tech stack revamp journey.

Changing a PMS is not a pleasant experience to have to prepare for. But worse - first you have to choose a system to depend on.

If only selecting a PMS was as simple as upgrading your mobile phone. It’s just not that simple. Comparing systems doesn’t cut it - not when they evolve and adapt so quickly, whether acquiring or developing new features or responding to market changes. Some may base decisions on  demos. Some speak to other users. And - sure - cost is a factor in making a decision. But for Philip Houghton, Managing Director at Supercity Aparthotels, he knew the research needed to go much further.

Founded in 2009 with one property, Supercity Aparthotels now has nine properties, and recently won 'Best Operator (51-200 units)' award at the 2026 Serviced Apartment Awards. As the business grew, its technology stack started to show its age. Supercity had been running on Opera V5, but as technology and guest expectations moved on, Philip knew the business needed to make a change.

What followed was a six-month process of research, testing and good old-fashioned conversations. And some of the most interesting exchanges he had weren't with PMS providers at all.

Ask the people looking at the market

Supercity shortlisted its options and put the systems through extensive testing. “We spent a lot of time engaging with our actual users around stress testing the two shortlisted systems,” Philip explained. By asking them to “kick it around” Philip was looking for detailed feedback. “Were they happy? What issues did they flag? All the systems we know come with shortcomings – what were they?”

He also spoke to colleagues at other hotels who had already been through a PMS change. But then he took an unusual additional step.

“I talked to some senior debt providers,” he said. “They had opinions – remarkably clear opinions – on the value of a PMS, and how they rated our different shortlisted providers. Even institutional lenders had a view on which system we should be using, which surprised me,” Philip said.

Why ask investors?

Hospitality businesses often base tech decisions on functionality and whether a system is fit for purpose. But the PMS isn't simply another piece of software. It sits at the centre of hotel operations, connecting teams, data and an increasingly wide technology ecosystem. Changing it is expensive, disruptive and time-consuming.

Philip therefore wanted to understand not only whether a new PMS would work for Supercity today, but whether the company behind it would remain the right technology partner as the business evolved.

Look beyond the product

That meant looking beyond features and functionality, and towards the provider itself.

Product development, integration and the clarity of the technology roadmap were all part of the conversation. The aim was to understand where each provider was heading, as well as what it could offer today.

Ultimately, Supercity chose a PMS partner. The decision wasn't based on one feature or one sales presentation. The rigorous process Philip instigated gave him greater confidence in the long-term proposition. And that matters when you’re choosing technology that could sit at the heart of a hotel business for years to come.

Technology changes quickly. A feature that looks impressive today may be commonplace tomorrow. The more important question is whether the technology partner has the capability, investment and direction to keep moving with the industry. For Philip, speaking to people outside the immediate buying process was one way of getting a clearer view of that bigger picture.

A PMS as a platform for change

Of course, you only really know if you've made the right technology decision once the system is in place.

For Supercity, the PMS migration has opened up possibilities beyond simply replacing its old system. “It’s bedded in remarkably well,” Philip said. “The commercial impact is really around opening the doors to push the business forward with new technology partners.”

The PMS marketplace gives hotels access to hundreds of vendors and integrations. Having become increasingly frustrated with its legacy revenue management system, Supercity was up and running with a trial of a new RMS within a week. The team liked it, and subsequently migrated the portfolio across.

“I was stunned at how quickly and easily it was to trial products, to adopt them, bed them in, and wave goodbye to the legacy ones,” Philip said.

That has now become part of a much bigger exercise. “This has been step one of us looking at all the systems in our business,” Philip said. “It’s evolving us to grow revenue, improve guest experience, and make ourselves a bit more efficient. We're critically looking at everything now, with our PMS at the heart of our business.”

The PMS decision, then, wasn't simply about replacing an ageing system. It was about creating a foundation for the next phase of the business.

Take your time

So what should other hoteliers do to make the move to a new PMS as pain-free as possible?

Perhaps Philip's most useful advice is also the simplest: “take your time.”

There's no disguising the fact that moving to a new system is a big decision. You're unlikely to get your entire wishlist of functionality. There will be teething problems. There will be expenses. But taking enough time to make a genuinely informed decision gives you a better chance of getting it right.

That means talking to users. Talking to other hoteliers. Testing the systems properly, led by the people who will use them every day. And, perhaps, talking to people who look at technology from a completely different perspective.

The lesson from Supercity is that choosing a PMS shouldn't be treated as a software purchase. It's a long-term business partnership decision. And sometimes, understanding who you're betting on can be just as important as understanding what you're buying.