How VIP Hospitality Group Unified 11 Independent Properties on a Single, Customizable PMS

OPERATIONS

When the on-premise PMS that VIP Hospitality Group had relied on for nearly 20 years pushed its properties toward a new cloud-based version, the transition didn't go as promised. The new platform ran on Amazon's servers but functioned as little more than a re-skinned version of the old on-premise product, and it came with persistent bugs and integrations that couldn't keep pace with the rest of the industry. Around the same time, changes on the credit card processing side made continuing with the same setup even harder. Regional Director Stephen Davis, who oversees revenue management, systems configuration, and PMS-to-OTA mapping across the portfolio, led the search for a replacement. VIP Hospitality Group evaluated roughly two dozen PMS providers and ran demos on most of them before choosing Stayntouch

Why it matters: Managing a mixed portfolio of independent properties means the PMS has to flex across very different operations while still giving a small central team one clear view across the properties it runs.

VIP Hospitality Group needed to replace an aging PMS that had been moved to the cloud but still operated like its old on-premise system, with ongoing bugs, limited integrations, and payment processing challenges. After evaluating about two dozen PMS providers, the group chose Stayntouch for 11 independent hotels. Regional Director Stephen Davis led the search for a system that could better support revenue management, system configuration, OTA connections, and day-to-day hotel operations across the portfolio.

Top 3 Core Objectives: VIP Hospitality Group needed a cloud-based PMS that its staff could learn quickly, that came with strong native functionality out of the box, and that gave its regional team one place to manage revenue and operations across its independent properties.

Replace Outdated On-Premise System: Replace an aging, bug-prone on-premise system with a true cloud-based platform that was easy for staff to learn and use, and that produced strong enough reporting for the team to analyze performance across properties.
Consolidate Tools: Consolidate functionality that had previously required multiple bolt-on systems. Robust native tools were a priority so the team wouldn't need to piecemeal a PMS together and drive up costs.
Preserve Vendor Flexibility: Keep the flexibility to run revenue management the way VIP Hospitality Group's team already worked, using a hybrid of in-house revenue management and outsourced support, and to keep its existing preferred credit card processor rather than being locked into a single option.

Innovators Mentioned

VIP Hospitality Group

Stayntouch

Stephen Davis

Regional Director

VIP Hospitality Group

"We really like the ability to customize our setups as much as possible, and that was pretty important to us. Being able to have a lot of those main features already at our fingertips with the PMS system, without having to add on different things to make basic functions work, that's pretty important."

Stephen Davis

Regional Director

👍 Regional Director Stephen Davis said that Asked what ultimately tipped the decision toward Stayntouch after evaluating nearly two dozen PMS providers, Stephen Davis said::

"We really like the ability to customize our setups as much as possible, and that was pretty important to us. Being able to have a lot of those main features already at our fingertips with the PMS system, without having to add on different things to make basic functions work, that's pretty important."

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

Regional Director Stephen Davis said, about their decision: "Stayntouch has the Open API, so that gives us options. We've had a couple of systems that weren't set up to connect to Stayntouch in the past, and they were able to work with the Stayntouch team and make that connection."

📈 The results: Stayntouch gave VIP Hospitality Group a single, consistent system across its 11 independent properties, backed by native revenue management tools, a multi-property dashboard for cross-property visibility, and an Open API that let the team connect systems Stayntouch hadn't previously worked with.

The multi-property dashboard lets Stephen's team log in once and see every Stayntouch property's performance side by side, making it easy to spot which properties need attention and jump in directly to help.
Because every one of those properties runs the same system, staff who cross over to help at a different property, or who regularly work across a few properties, pick it up quickly. Adding someone's access to another property is a quick configuration change, and the front-of-house interface requires fewer steps to complete common tasks than the team's previous system did.
VIP Hospitality Group kept its preferred credit card processor by connecting through a gateway, and used Stayntouch's Open API to get two systems that weren't previously supported, Pulse and the maintenance platform SnapFix, connected and working with the PMS.