How Fidi Hotel Reversed a Failed PMS Migration and Got Back to Business on Stayntouch

OPERATIONS

FIDI Hotel, a 131-room independent boutique hotel in Manhattan's Financial District, opened on Stayntouch. A change in management company later pushed the hotel onto another major PMS provider's platform, a migration that landed in the middle of a staffing gap after the internal "champion" originally assigned to lead the project left partway through, leaving General Manager Lauren Badillo to run it herself. Within the first week of going live, Lauren knew it was the wrong system. Two months later, FIDI Hotel was back on Stayntouch. Here's what changed.

Why it matters: FIDI Hotel runs 131 rooms plus a restaurant, bar, and event space, without the dedicated IT or systems staff of a larger branded portfolio. When a management-company mandate pushed Lauren onto a new PMS during a staffing gap, she needed a system her own team could run day to day, not one that required a consultant or a dedicated systems specialist just to keep functioning.

FIDI Hotel returned to Stayntouch PMS after just two months on another PMS provider's cloud platform.

Top 3 Core Objectives: After a management-company mandate moved FIDI Hotel off Stayntouch and onto another PMS provider's system, the hotel GM needed to reverse course fast: fix a CRS connection that wasn't communicating with the PMS, get revenue flowing correctly again, and get back to a system her front desk team could operate without a dedicated systems specialist or outside consultant.

Fix a Broken CRS/PMS: Resolve a setup where the CRS and PMS weren't communicating properly, which caused reservations to duplicate and left the hotel showing roughly double its actual revenue on the books for the entire year.
Restore Revenue Flow: Get guest payments flowing correctly again; under the other system, revenue wasn't reaching the hotel's bank account the way it should have.
No consultant needed: Move back to a PMS that didn't require a dedicated systems champion or outside consultant, something the other provider's support model didn't provide.

Innovators Mentioned

The FIDI Hotel

Stayntouch

Lauren Badillo

General Manager

The FIDI Hotel

"We opened the Hotel with Stayntouch and enjoyed the platform. The processes are very streamlined, very simple, and they have really great people who work at implementation."

Lauren Badillo

General Manager

👍 General Manager Lauren Badillo said that Asked what made switching back to Stayntouch so much smoother than the move to the other system had been, Lauren said:

"We opened the Hotel with Stayntouch and enjoyed the platform. The processes are very streamlined, very simple, and they have really great people who work at implementation."

⚖️ The selection process: During their research process, Lauren Badillo 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 Lauren Badillo said, about their decision: "Reporting is a huge thing. I know how much information is in the system, I just want to be able to get it out, and the ease of finding things is so much better now. Reporting is much more robust, and Stayntouch is constantly upgrading and updating the system, which is great."

📈 The results: FIDI Hotel's return to Stayntouch resolved the reservation and revenue problems created by its brief move to another PMS, restored a working two-way CRS integration, and gave The FIDI Hotel team back a system simple enough to run without third-party support, while also picking up Stayntouch Pay for cleaner, faster payment and chargeback handling.

Because FIDI Hotel's original Stayntouch build was still largely intact from its first implementation, the switch back required only a payment portal change, and reservations began flowing correctly right away. That was a sharp contrast to the other system, where duplicated reservations had left the hotel's books off for the entire year.
Onboarding support made the transition smooth on both ends: implementation specialist Angelique led FIDI Hotel's original Stayntouch go-live, and on-site trainer David supported the return migration. FIDI Hote's GM called David "a wealth of knowledge" who was "really hands-on" throughout.
FIDI Hotel also moved its payment processing to Stayntouch Pay, which simplified chargebacks that had previously required faxing and scanning paperwork. The hotel's CRS and its third-party housekeeping platform now both integrate cleanly with the PMS, and front desk staff get through common tasks in fewer steps than they did under the other system.