Many existing legacy technology installments in hospitality are closed systems they are reluctant to open up to third-party integrations, applications and solutions, depriving the property and its guests from some very innovative and much-needed applications and services.

In the near to mid-term, any full-service 3-4-5-star hotel will need over 100 plus APIs (application programming interface) with third-party tech applications and solutions to be able to function and meet the basic needs and wants of today's tech-savvy travelers. These include mobile and contactless guest experience, mobile locks, issue resolution apps, guest messaging, virtual concierge, IoT devices and utility management, smart room technology, entertainment hubs, CRM programs, etc.

Until recently, this type of connectivity has been close to impossible or super expensive to achieve for properties with legacy technology installments of PMS,RMS, CRS, CRM and other components of the tech stack, which are hostile to any third-party interfaces by default.

Luckily for our industry, the future is already here in the form of two types of third-party technology integration platforms:

  • Cloud PMS with Open API like Opera Cloud PMS, StayNTouch, Protel, CloudBeds, Mews, etc. and their integration platforms, and
  • Independent integration hubs, like Impala, Hapi, APS, NoniusHub, etc., which are focusing on serving properties with existing legacy tech stack.

The question is, can the new integration hubs save our legacy tech-prone industry and elevate it to meet the demands of today's tech-savvy travelers?

Kathryn Murphy
Kathryn Murphy
Owner, The Murphy Gallery & Hotel Dublin

I'm a fan of the concept of a cloud PMS with an app store full of technologies you can simply 'plug in', and try out at will. However, the reality of building a tech stack where multiple technologies all play nicely with each other is not quite so straightforward.

In general, my preference is for direct integrations, for the simple reason that when something goes wrong (and it will), the less people involved in the conversation about whose fault it was that the thing went wrong, the quicker it will get fixed.

If a direct integration is not available, and an integration hub can get the job done, then I would choose the hub over building my own. The hub bears the responsibility of keeping the integration up to date, and you're not tied into sticking with an outdated legacy system simply because you have invested so much in it that it doesn't make financial sense to change.

Integrations are essential, but should always be approached with caution. Get them right, and you will streamline processes, improve service and remove tedious and repetitive tasks from your staff's working day. Get them wrong, and you will end up with stress inducing, complicated work arounds that benefit no-one.

A few things to look out for:

'Integration coming soon'. Translation: 'We may or may not build an integration at some undetermined point in the future, depending on the level of demand'.

'We have built an integration with x'. Translation: 'We have built an integration with x, which will allow you to do all kinds of cool stuff, apart from that one essential thing that you need it to do'.

'Free trial'. Translation: 'Spend 2 weeks of your life configuring our system to see if it will do what you need it to do. If it does, great. If not, no hard feelings.'

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