How The Glenmore Inn & Convention Centre Found Operational Stability with Stayntouch

OPERATIONS

Switching PMS twice in under two years, because the first replacement turned out to be just as broken as the system it replaced, is the kind of story most hoteliers hope never happens to them. That's what The Glenmore Inn & Convention Centre, a 169-room hotel and convention centre in Calgary, Alberta, went through before switching to Stayntouch, the property management system its staff use to book reservations, check guests in and out, assign rooms, and process payments.

Why it matters: Operations Manager Chris Bates needed a system that could handle both Corporate and Group business reliably, including its integration with the property's payment processor, Shift4, for processing guest payments at check-in.

Stayntouch is the property management system The Glenmore Inn & Convention Centre uses to manage reservations, check guests in and out, assign rooms, and process payments. The 169-room Calgary hotel serves two very different types of business: weekday corporate travelers and large weekend groups, including sports teams and weddings. After switching PMS twice in under two years, The Glenmore Inn & Convention Centre needed a system that could reliably support both sides of the operation and work with its Shift4 payment integration at check-in.

Top 3 Core Objectives: The Glenmore Inn & Convention Centre needed a reliable, easy-to-use PMS that integrated cleanly with its existing systems, reduced front desk friction, and came with a clear implementation plan and dependable support.

Switch from legacy PMS: Choose a cloud-based PMS that is reliable, easy for teams to learn, and able to support The Glenmore Inn & Convention Centre's existing vendors and Canadian operations.
Ensure a Smooth Transition: Avoid another failed implementation with a clear rollout plan, defined steps, and dependable support from the start.
Reduce Front Desk Friction: Improve day-to-day operations with reliable payment processing and a system that makes check-in and check-out easier for staff.

Innovators Mentioned

The Glenmore Inn & Convention Centre

Stayntouch

Chris Bates

Operations Manager

The Glenmore Inn & Convention Centre

"The polish of the platform compared to our previous systems was clear right away. Stayntouch felt current, usable, and like a complete application, not something still in beta."

Chris Bates

Operations Manager

👍 Operations Manager Chris Bates said that A modern, complete PMS that was easy to use:

"The polish of the platform compared to our previous systems was clear right away. Stayntouch felt current, usable, and like a complete application, not something still in beta."

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

Operations Manager Chris Bates said, about their decision: "PMS systems should not intrude into the personal experience between a guest service agent and a guest. Technology should help, but shouldn't impede, and that's definitely what Stayntouch did for us."

📈 The results: Stayntouch gave The Glenmore Inn & Convention Centre a clearer implementation, more reliable payment processing, and smoother day-to-day operations across the front office. The team also gained more dependable reporting and responsive support.

Stayntouch provided a defined rollout plan from the start, with a trainer on-site for four to five days through go-live to support the front office team.
The Shift4 integration proved more stable, reducing the credit card pre-authorization issues that had previously caused problems at check-in.
Reservations, check-ins, and check-outs became easier for the guest service team, while sales and accounting gained reporting they could rely on. The Glenmore Inn & Convention Centre also found Stayntouch support more knowledgeable and responsive.