Hilton OnQ vs. Infor HMS:
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The Decision

When choosing a property management system (PMS), your hotel needs a reliable, easy-to-use platform that can streamline operations, improve guest satisfaction, and deliver measurable value. Hilton OnQ by Hilton and Infor HMS both aim to address these needs but diverge significantly in performance, features, and user feedback. Hilton OnQ, despite its long-standing presence, struggles with outdated technology and poor reviews, whereas Infor HMS offers a modern, cloud-based approach with a strong review footprint. Which one will better serve your hotel’s needs?

Is Hilton OnQ or Infor HMS Better for Hotels?

Hilton OnQ, a proprietary PMS rolled out across Hilton properties since 2002, was designed to manage reservations, billing, and guest profiles within the Hilton ecosystem. Its reviews reveal consistent dissatisfaction, citing outdated infrastructure, frequent tech support hours, and a lack of recent updates. Conversely, Infor HMS, a cloud-based platform launched in 1999, emphasizes flexibility, automation, and seamless integrations, with a review score of 4.04/5 backed by 46 recent reviews—far more current than Hilton’s solitary review.

The core difference lies in technology freshness: Hilton OnQ's reviews are mostly negative, criticizing its obsolescence and poor user experience, whereas Infor HMS’s recent reviews highlight ease-of-use, support, and adaptability. Are you comfortable relying on a system that critics say is "designed in the 90s," or do you prefer a modern solution that gets regular updates?

Hilton OnQ vs Infor HMS: Which Should Your Hotel Choose?

If your hotel needs a centralized, proprietary PMS with a focus on Hilton’s specific operational workflows, Hilton OnQ might seem like a natural fit—yet its reviews reveal persistent issues with usability and support. But since it’s only used in Hilton properties and heavily criticized, it’s less suitable for independent or non-Hilton hotels.

For hotels seeking a flexible, cloud-based PMS with extensive features like guest profiles, housekeeping modules, and revenue management, Infor HMS is clearly the superior choice. Its 4.04/5 rating from 46 recent reviews indicates strong user satisfaction, especially among independent, boutique, and branded hotels looking for customizability and reliable support.

In summary, choose Hilton OnQ if you are part of Hilton’s ecosystem and can tolerate its legacy tech issues. Opt for Infor HMS if your hotel values modern features, better support, and a system proven to adapt to diverse property types.

Is Hilton OnQ or Infor HMS Easier to Use?

Hilton OnQ’s user interface is considered outdated, with a 1/5 ease-of-use rating, and many reviews mention difficulties navigating the system. Its onboarding process is also rated 1/5, with users frustrated by its complexity and the time-consuming support hours. Staff adoption appears low, with many users describing it as a "clunky" experience.

Infor HMS fares better, with a 3.88/5 rating for ease of use, and reviews praise its intuitive navigation, quick onboarding, and accessibility. Users appreciate its mobile app and straightforward configuration, which aids staff adoption and daily operations.

Edge: Infor HMS.

Which Has Better Features: Hilton OnQ or Infor HMS?

Hilton OnQ offers core functionalities typical of traditional PMS platforms but does not stand out with unique features—its feature set is minimal and outdated. In contrast, Infor HMS boasts over 20 features exclusive to it, including a housekeeping module, online support, guest profiles, a calendar view, direct billing, multi-lingual capabilities, and automated night audits.

These additional functionalities enable better operational control, guest personalization, and revenue management, which Hilton OnQ lacks. The abundance of advanced features makes Infor HMS more versatile and better suited to modern hotel needs.

Edge: Infor HMS.

Which Has Better Customer Support: Hilton OnQ or Infor HMS?

Support is a critical factor in PMS satisfaction. Hilton OnQ, with a 1/5 support rating, receives consistent criticism for poor responsiveness and lack of proactive support, often requiring hours of tech support for basic issues. Its review quotes explicitly mention "spending 10+ hours with tech support" for problems that remain unresolved.

Infor HMS, with a 4.04/5 support rating, is praised for its responsiveness, friendly staff, and effective problem-solving. Multiple reviews highlight their promptness and professionalism, making it easier to resolve issues and reduce downtime.

Edge: Infor HMS.

Which Has More Integrations: Hilton OnQ or Infor HMS?

Hilton OnQ integrates with six verified partners, mainly within the Hilton ecosystem, including Otelier and Canary Technologies. However, Infor HMS supports over 113 verified partners—including OTAs like Booking.com, Expedia, and HRS—and offers extensive custom integrations, including third-party revenue and guest experience solutions.

The broader and more flexible integration ecosystem of Infor HMS allows your hotel to connect with a wide array of operational tools, enhancing overall efficiency and guest experience.

Edge: Infor HMS.

Which Do Hoteliers Rate Higher: Hilton OnQ or Infor HMS?

Considering recent reviews, Infor HMS has a net promoter score (NPS) of 7.15/5 and a 4.04/5 overall rating, with 74% of hoteliers likely to recommend it. Its reviews span a variety of hotel segments, including boutique, city center, and resorts, with positive comments on usability and support.

Hilton OnQ, however, has only one review, which is highly negative, criticizing its outdated technology and support issues. Given the limited data and negative sentiment, Infor HMS clearly receives higher ratings from users.

Edge: Infor HMS.

How Much Do Hilton OnQ and Infor HMS Cost?

Neither Hilton OnQ nor Infor HMS publicly disclose specific pricing details. Both operate on a variable, enterprise-level pricing model, often involving implementation fees and ongoing costs. Your hotel will need to request quotes based on your property size, features required, and support needs.

What Type of Hotel Should Use Hilton OnQ?

• Hotels within the Hilton portfolio needing tight integration with Hilton’s proprietary systems.
• Properties that prioritize brand consistency over modern features.
• Teams that are comfortable working with legacy systems and accepting support limitations.
• Hotels with limited budgets for system upgrades, as Hilton OnQ is often included as part of Hilton’s franchise package.

Not ideal if:

• You require modern features, ease of use, and frequent support.
• Your hotel is independent or part of a non-Hilton brand.
• You want a scalable, cloud-based system with customizable options.

What Type of Hotel Should Use Infor HMS?

• Hotels seeking a cloud-based, flexible PMS with extensive features.
• Properties that value automation, customization, and integration capabilities.
• Hotels aiming to improve operational efficiency with real-time insights.
• Independent, boutique, or branded hotels looking for an adaptable platform.

Not ideal if:

• Your hotel prefers a simple, straightforward system without many features.
• You have limited IT resources or prefer a system with minimal setup.
• Your property operates predominantly offline or in regions where cloud connectivity is limited.

Infor HMS vs Hilton OnQ: The Bottom Line for Hotels

The core difference between the two systems lies in their technology foundations: Hilton OnQ remains a legacy, in-house system with outdated reviews, while Infor HMS offers a modern, cloud-based platform with a strong user approval base.

If your hotel needs a reliable, feature-rich PMS with excellent support and integrations, Infor HMS is the clear choice. Its recent reviews and high ratings make it a safer, more scalable investment for most properties.

Choose Hilton OnQ only if you are part of Hilton’s ecosystem and can accept its technological limitations. For all other hotels, Infor HMS provides a more robust and user-friendly solution aligned with current industry standards.