Investing in new hotel technology—whether it’s a property management system, housekeeping software or a guest experience platform—is a major decision. The wrong choice can disrupt hotel operations, frustrate staff, and create unexpected costs, while the right system can streamline processes, boost efficiency, and improve the guest experience.
How To Make The Right Choice?
With the rapid development of technology and AI, hoteliers often experience FOMU (Fear of Messing Up) rather than FOMO (Fear of Missing Out). The overwhelming number of available options makes it difficult to decide. Many hotel managers are tech-savvy but lack the time to explore every system's pros and cons.
That’s why so many tech decisions have been postponed. But in 2025 we’ve reached a point where not having the right tools—a reliable PMS, an effective RMS, user-friendly housekeeping software, and a seamless guest experience platform—is costing your hotel money, efficiency, and guest satisfaction.
The recent "Work Smart Not Hard" seminars in Riga and Tallinn brought together hotel technology vendors, revenue management experts, and digitalization specialists. After listening to their insights, here are the top considerations for hotel managers when selecting new hospitality technology.
1. Evaluate Your Current Solution
Before investing in a new system, start by asking: Is it truly necessary? Is your current hotel software outdated, inefficient, or no longer meeting your operational needs or guest expectations? Or perhaps what you need is simply a system upgrade, the activation of a feature, or an additional module that may already be included in your current package—you just weren’t aware of it.
Take time to list both the pros and cons of your current system. This ensures you don’t end up replacing it with something that lacks key features your team values, such as specific reports or functionalities that support your workflow.
Switching systems is also a chance to review and rethink your internal setup—room categories, rate structures, guest journey flows, and day-to-day processes. If you know there are inefficiencies in how things are currently run, a system change can be your opportunity to fix them.
For example, if your front desk often has long queues, it might be time to consider an intuitive online check-in system that allows guests to skip the line and check in on their own terms. Or, if your housekeeping team struggles with organization or communication, a dedicated housekeeping app that shows real-time room status updates and task assignments can help streamline their workflow and reduce delays.
2. Think Long-Term: Future-Proof Your Investment
Choosing a PMS or any hotel software is not just about meeting today’s needs—it’s about ensuring the system can support your hotel operations for the next 5–10 years. Future-proof your investment by prioritising scalability, cloud-based solutions, and flexibility to adapt to industry trends. If the technology partner is not having an open mind, or an open API, any great future tech integrations may not be available for you.
Many hotel technology providers advertise a wide range of integrations, but not all are truly functional. When evaluating integrations, ask:
Does the system support real-time data exchange?
Are all necessary features included in the integration?
Does it integrate with the other systems you currently use?
If not, is the vendor willing to integrate with them?
How do you protect guest data? Are you compliant with local privacy regulations?
What happens if the system doesn’t work out? Are there cancellation fees, contract lock-ins, or challenges in migrating data elsewhere? Consider how easy it will be to switch providers if needed.
3. Involve Your Staff
Hotel operations span across multiple departments—front desk, housekeeping, finance, and revenue management—and a system change, especially to your PMS, affects all of them. Choosing a solution that doesn’t integrate well across departments can create bottlenecks, miscommunication, and frustration.
Your employees are the ones using the system every day, so their input is essential. If the new software isn’t intuitive, or if the training is insufficient, adoption will be slow and painful. Include representatives from every department—front desk, reservations, housekeeping, revenue, and finance—in the evaluation process. They understand the daily challenges better than anyone and can provide practical feedback that helps avoid costly mistakes.
While revenue management and front office functionality often get the most attention, overlooking the needs of the accounting team is a common misstep. Your new system must align with accounting software, billing workflows, and tax reporting requirements. The finance team should always be at the table during selection—they understand the broader financial implications and will know what questions to ask that others might overlook.
A successful implementation starts with early and open involvement from the whole team. When staff feel included and supported, they’re far more likely to embrace the new system and use it to its full potential.
4. Assign a Project Leader
Assigning a dedicated project leader is key to a successful implementation. This person should act as the main contact between your hotel and the tech provider, ensuring clear communication, tracking progress, and coordinating input from all departments. Their job is to collect requirements, support the rollout, and ensure your team is prepared and trained.
Hotels with a single point of contact typically experience smoother and faster transitions, while those without often face delays, miscommunication, and confusion. A project leader keeps everything moving and helps ensure the new system is adopted effectively across the property.
5. Prepare RFIs
Once you’ve outlined your hotel’s needs, it’s time to prepare a Request for Information (RFI) and send it to the shortlisted vendors. Be specific—don’t just list what your current system lacks. Also include the features and workflows your team relies on and wants to keep. Many hotels assume that everything in their current system will exist in the new one—but that’s not always true.
It’s rarely about one system being better than another—it’s about which one fits your hotel’s specific needs. To get meaningful responses, avoid vague questions like “Is the booking process quick and user-friendly?” Instead, ask: “Can a booking be completed in 2 minutes?” or “Does the system allow a booking to be made in less than 10 clicks?” These measurable criteria help vendors provide clear yes/no answers and prevent misunderstandings later.
The key is to ask a lot of questions—detailed, specific, and relevant to your operations. A well-prepared RFI helps you compare systems properly and makes sure you’re not overlooking something critical during the selection process.
6. Don’t Compare Apples to Oranges: Understand Total Cost of Ownership (TCO)
A well-prepared RFI helps you avoid comparing apples to oranges when reviewing price quotes. Different vendors package their pricing differently, so it’s important to look beyond the base price.
When calculating the Total Cost of Ownership, take into account:
Subscription fees (monthly vs. yearly)
Additional costs for integrations and API access
Staff training and onboarding (initial and ongoing)
Customer support fees
Cloud hosting vs. on-premise maintenance
Software updates, upgrades, and bug fixes
One key question to always ask: What is NOT included? Many providers charge extra for support outside business hours, software updates, or making changes to integrations. Understanding these hidden fees up front helps you avoid surprises and keeps your budget realistic.
7. Ask for References & Live Demos
Before committing to any hotel technology, ask for references from hotels similar to yours. Choosing a tech provider is a long-term partnership, and trust is essential. You need to be confident not only in the product but also in the support and service behind it.
Ask vendors the following:
Can you provide customer referrals?
Can I see a live demo of how the system works?
Are there hotels using your PMS that I can visit?
Do you offer local support in my language?
Is support available in my country or through a trusted local partner?
What’s on your development roadmap for the next 12–24 months?
If possible, visit a hotel currently using the system to see it in action. Ask how the onboarding went, how responsive support has been, and whether the system has met expectations.
Be honest in your conversations with references, and take feedback seriously. If you hear repeated complaints—especially about poor support or unresolved technical issues—that’s a red flag. A reliable partner should be transparent, accessible, and continuously improving their product.
Final Thoughts: Don't Rush Hotel Technology Decisions
Choosing hotel technology isn’t about picking the flashiest or most popular solution—it’s about finding the right fit for your property. It requires careful evaluation, cross-departmental input, and a clear understanding of how the system will support your day-to-day operations and long-term goals.
Most importantly, it takes time. Rushing the decision can lead to costly mistakes. Instead, invest time in research—attend industry events, explore trusted platforms like HotelTechReport, and talk to your peers. These resources can offer valuable, real-world insights and help you understand what’s working (and what’s not) for other hoteliers.
If needed, consider working with a hospitality tech consultant, but choose someone with a track record of offering unbiased, vendor-neutral advice.
In the end, by asking the right questions, involving the right people, and planning ahead, you’ll be in a strong position to choose a system that increases operational efficiency, improves guest satisfaction, and supports your hotel's long-term success.