Hotels urged to ditch disconnected software systems

Access Hospitality has urged hotels to move away from "best-of-breed" software systems and adopt all-in-one platforms, citing research that found widespread use of multiple disconnected systems across the sector.

Its figures show that 47% of hotels use between two and four different software systems, while 25% use more than five. Access Hospitality argues this fragmented setup leaves operators exposed to "toggle tax" - time lost when staff switch between separate systems during day-to-day work.

On average, disconnected systems cost hoteliers 322 hours a year, according to the research. Access Hospitality also said the issue accounts for 13% of operational expenditure waste across the hospitality sector, adding a financial dimension to what is often treated as a workflow problem.

Operational strain

The argument reflects a wider debate in hospitality technology over whether specialist point solutions still justify the complexity they create. For years, many hotels built their technology stacks by choosing separate products for front desk operations, payments, guest services, stock control and scheduling, often because each tool offered deeper functionality in its own area.

Access Hospitality said that model now creates friction as operators manage rising volumes of data and try to maintain a consistent view of activity across their businesses. Its research also found that 60% of hotels identify stock management as their biggest recurring challenge, which it linked to the difficulty of maintaining a single real-time view of inventory when systems are not connected.

The effects extend beyond internal administration. If room, food and beverage, or event-related stock data sits in different systems, hotels can struggle to respond quickly to changes in demand, identify sales opportunities or avoid service issues that affect guests.

Nicola Longfield, Chief Commercial Officer, Global Accommodation & Payments, at Access Hospitality, said: "Best-of-breed systems transformed hospitality over a decade ago, giving operators access to the best specialist tools for individual functions. However, as technology stacks have grown increasingly complex, many hoteliers now face the challenge of managing disconnected systems, fragmented data, and inefficient workflows."

Shift in preference

Access Hospitality is making the case for integrated systems that combine operations, guest services, payments and data in one platform. It said operators appear receptive to that approach, with 76% agreeing that real-time consolidated data would support faster decision-making, particularly during busy periods.

The appeal of a single platform lies partly in speed. Hotels operate in an environment where front-of-house staff, managers and revenue teams often need to make decisions in real time, whether about room availability, staffing levels, guest requests or payment issues. When information is spread across several systems, delays can build even if each one works as intended on its own.

Access Hospitality has linked this to service quality. It argues that time spent moving between systems reduces the time staff can spend with guests and makes it harder to personalise service when employees do not have a complete, up-to-date view of customer information.

Longfield said: "What was once considered an innovative approach to hotel technology is increasingly creating friction for teams, slowing decision-making and making it harder to deliver seamless guest experiences. When staff don't have access to accurate, real-time information, operators risk losing valuable moments to engage guests, personalise their stay and maximise revenue opportunities."

AI and integration

Access Hospitality has framed the issue within a broader discussion about artificial intelligence in hospitality, where the quality and accessibility of data increasingly matter as much as the software tools themselves. AI systems generally depend on consolidated, current information, which can be harder to achieve when operational data is spread across multiple disconnected products.

That gives integrated software providers a commercial opening as hotels review technology spending and labour use. Rather than adding more specialist tools, some operators may decide to reduce the number of systems they run to cut training time, simplify workflows and improve visibility across departments.

Access Hospitality said an all-in-one model could help staff spend less time dealing with operational complexity and more time on customer-facing work. It pointed specifically to its Property Management Suite as an example of that approach.

Longfield said: "Bringing together operations, guest services, payments, and data within a single system not only enhances efficiency but can also help to make guest experiences feel more human. By freeing staff from the operational complexities that arise from disconnected systems, hoteliers can focus on delivering personalised, memorable experiences for guests.

"Using a consolidated system like Access Hospitality's Property Management Suite can reduce hotelier headaches, elevate guest experience and avoid toggle tax because everything you need is all in one place.

"By making the switch, operators can reclaim hours lost using disconnected systems, as well as facilitate the overall growth of their business."