The modern hotel guest lives in a world of specialised apps. They expect the same level of quality and ease-of-use from their hotel experience. Forcing them into a clunky, all-in-one hotel app that tries to do everything often results in doing nothing well. The result? The dismal 6% loyalty app adoption rate seen across the industry.
There is a better way. By 'unbundling' your technology, you can integrate multiple best-in-class services into a single, seamless guest journey, often within the branded app you already have.
1. The Problem with the Monolithic Model
Traditional, all-in-one Property Management Systems (PMS) were designed for a different era. They often present significant challenges in today's fast-moving digital landscape.
- Slow Innovation: You are tied to the vendor's development cycle. If they are slow to adopt new technologies like mobile wallet integration or AI-driven services, so are you.
- Poor User Experience: Trying to be a master of all trades often leads to a compromised user experience, causing frustration for both guests and staff.
- Data Silos: These closed systems can make it difficult to access your own data and integrate it with other marketing or business intelligence tools.
2. The Power of an API-First Ecosystem
An API (Application Programming Interface) acts as a secure bridge between different software applications. An API-first strategy means choosing core platforms that are designed to connect to other systems effortlessly.
- Own Your Guest Journey: An API-led approach allows you to place your own branded app at the centre of the guest experience. You select the best partners for each function and integrate them seamlessly.
- Best-in-Class Everything: Plug in the absolute best service for each specific need. Use a leading restaurant booking platform, a top-tier spa management tool, and a specialised, secure access control provider like Portal—all unified in one place.
- Agility and Flexibility: Swap components in and out of your tech stack as better solutions emerge, without having to overhaul your entire operational infrastructure.
3. Access Control as the Foundational Layer
Of all the services to unbundle, access control is the most critical. It's the one digital interaction every single guest will have, multiple times a day.
- Drive App Adoption: When the primary function for entering a room—the mobile key—is embedded in your loyalty app, adoption rates skyrocket. Our data shows an 83% guest adoption rate, compared to the industry average of just 6%. This creates a powerful, direct channel to your guests.
- Enable a Truly Contactless Journey: With an integrated mobile key, guests can bypass the front desk entirely, going straight to their room—a convenience that is now a firm expectation.
- A Platform for Further Innovation: Once a guest is using your app for room access, it becomes the natural place for them to manage their entire stay, from ordering room service to booking their next visit.
4. Building Your Modern Guest Tech Stack
The transition to an unbundled tech stack is a strategic move towards greater profitability and guest satisfaction. It's about choosing partners, not just vendors, who provide the flexibility, security, and specialisation needed to win in the modern hospitality market. By placing your brand at the centre and integrating best-in-class APIs, you create an experience that is truly your own.
