How Cambridge Suites Hotel Made Its PMS Easier for Staff and Smoother to Implement

OPERATIONS

Located in downtown Halifax just blocks from the city’s convention center, Cambridge Suites Hotel serves a diverse mix of business travelers, families, groups, conference attendees, and local guests. When the hotel’s aging, on-premise PMS infrastructure began experiencing reliability issues, the team knew it was time to move to a modern, cloud-based platform. After evaluating its options, Cambridge Suites selected Stayntouch for its combination of functionality, simplicity, and ease of use.

Why it matters: Choosing a PMS wasn’t just about meeting technical requirements. It was equally important to select a system that would make everyday work easier for the employees actually using it.

Stayntouch gave Cambridge Suites the functionality it needed in a cleaner, more intuitive platform that front desk, reservations, and housekeeping teams could adapt to quickly.

Top 3 Core Objectives: Cambridge Suites needed to replace an aging PMS and infrastructure with a modern cloud-based solution without sacrificing the functionality its teams relied on. Just as importantly, the hotel wanted a system that would be easier for employees to learn and navigate and an implementation experience supported by people who understood real hotel operations.

Modernize PMS Infrastructure: Move from aging, on-premise infrastructure to a reliable cloud-based PMS.
Simplify Daily Operations: Maintain the functionality the hotel relied on while giving employees a simpler, more intuitive user experience.
Ensure Seamless Implementation: Ensure a smooth transition with knowledgeable implementation and training support that understood how the system would be used in day-to-day hotel operations.

Innovators Mentioned

Cambridge Suites Hotel

Stayntouch

Penny MacKinnon

General Manager

Cambridge Suites Hotel

"From my perspective, excellent. As I've mentioned, I've lived through many system changes from top to bottom, from being sold the product to implementing it, and that hasn't always been seamless. The on-site trainer was excellent and, in advance, very on top of making sure we stayed on course. Probably the best experience I've had from that point of view."

Penny MacKinnon

General Manager

👍 General Manager Penny MacKinnon said that When asked about the implementation to Stayntouch when compared to other's Penny has experienced::

"From my perspective, excellent. As I've mentioned, I've lived through many system changes from top to bottom, from being sold the product to implementing it, and that hasn't always been seamless. The on-site trainer was excellent and, in advance, very on top of making sure we stayed on course. Probably the best experience I've had from that point of view."

⚖️ The selection process: During their research process, Penny MacKinnon evaluated Stayntouch's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Stayntouch was the best fit solution:

General Manager Penny MacKinnon said, about their decision: "It ticked all of the boxes. We weren't going to lose functionality from what we had before, which was obviously really important. It's a much simpler product from the user's perspective, and in a good way."

📈 The results: Since moving to Stayntouch, Cambridge Suites has found the PMS easier for hotel teams to navigate and manage. General Manager, Penny MacKinnon, describes the platform as a “cleaner” product, with fewer layers to work through to complete everyday tasks. She also points to the implementation experience as one of the strongest she has encountered during multiple hotel technology transitions.

Stayntouch reduced the number of steps and layers employees need to navigate, making it easier for front desk and guest services teams to adapt to the new system.
The housekeeping team found Stayntouch easier than the hotel’s previous system, particularly when setting up and managing daily room attendant boards. Penny noted that the process is quicker and more efficient because employees have fewer layers and unnecessary paths to work through.
Penny described the implementation as one of the best system transitions she has experienced. The Stayntouch team understood not only how the technology worked, but how configuration decisions would affect employees using the system inside the hotel. That operational knowledge helped Cambridge Suites troubleshoot issues, stay on course, and prepare staff for the transition.