Changing your property management system (PMS) is one of the most important – and potentially disruptive – technology decisions a hotel can make. When things go well, it can lead to increased efficiency, higher revenue and better customer service. If it fails, it can lead to operational chaos, frustration among staff and expensive delays.
Most failed projects are not a result of bad technology. The hotel was not prepared for the changes that were made.
Here are the things that smart hoteliers do to ensure their success before, during and following a change in PMS.
First mistake: You think it is just a swap
Most people treat a PMS upgrade as if it were a swap of like-for-like. A PMS isn’t just another tool – it’s the operational backbone. It touches reservations, housekeeping, finance, distribution, payments, guest communication… the list goes on.
By replicating your current setup, you will be transferring all inefficiencies and outdated procedures. A PMS change is a chance to rethink how your hotel runs – from workflows to rate structures – and align everything with the experience you want to offer guests.
Smart Move Begin by asking yourself why you want to change. Are you trying to reduce manual labor? To improve integrations or to reduce manual work? To enable self-service for guests? Once you have a goal in mind, you can create the ecosystem to support it.
The second mistake is to leave staff out of the loop
The executive team or owners are often the ones who make the decision. But for frontline staff – receptionists, night auditors, housekeeping – it can feel like change for change’s sake. Resistance is inevitable if they don’t know why.
Smart Move Early communication of the vision is important. Tell your staff how automation can reduce repetitive tasks and mobile tools will simplify their work. Also, explain how this change will benefit the guests. Make them a part of your journey and ask for their advice. They’ll know your operational pain points – and how you might solve them – as well as anybody.
The third mistake is to ignore the rate structure
Many hotels have rate plans that multiply over time. There are small properties with over 150 active rates – half of them unused for years. The mess will make it harder to configure the new PMS, and confuse staff. It will also slow down the system.
Smart Move Take advantage of the migration to clean up. Audit your rates. Remove the rates that have not been booked in the past year. Before going live, simplify and align your revenue strategy with them. Better yet – use the opportunity to onboard an RMS like Atomize.
Mistake 4: Underestimating reservation migration
Migrating reservations is the one aspect of a PMS upgrade that can cause everything to go wrong. Each booking must have the correct dates, prices and guests data. If a single mistake is made, it can have a major impact on the check-in process.
Smart Move Pilot your migration in a demo environment first. Include your channel manager, if you have one. Understand what can and can’t be transferred automatically – things like traces often need manual work – and plan for a final sweep to catch inconsistencies.
Mistake No. 5: Do not prepare for go-live.
The go-live process is more than just a moment of switching on the computer and moving on. It is a day when the normal flow of business is disrupted and all departments are adapting to changes in real time.
Smart move Create a detailed day-by-day storyboard. Identify when ledgers are to be closed, reservations imported and manual tasks required. Schedule extra staff, provide hands-on support, and run through real booking scenarios in advance – not just theoretical training.
Mistake 6: Keeping outdated systems for too long
The biggest competitor to most PMS providers isn’t another PMS – it’s inertia. Your current system may be holding you back if it doesn’t evolve to meet the modern expectations of guests or future business plans.
Smart move Ask your provider for their roadmap. If your provider can’t show you how their product will improve guest experiences within the next 3 to 5 years, then it might be time to look elsewhere.
Two overlooked opportunities within the tech stack
When hotels switch PMSs, they tend to focus on the core operations and miss out on other categories which can improve performance. Here are two opportunities that you should consider:
- Payments: Integration (or embedded solutions) can reduce the amount of time spent on reconciliation each week, and save you hours.
- CRM: A CRM for hospitality helps you to capture OTA visitors and build loyalty by offering targeted offers segmented based upon booking patterns and guests’ preferences.
Three golden rules
Are you considering changing your PMS for your property in the near future? Three golden rules you should follow before making the switch.
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Start with the basics
Prior to migration, you should clean up your ledgers. Simplify rates and ensure that your current setup is correct. -
Stay Current
Before switching, make sure you have all the features and integrations in place. You may find that you can resolve issues without even migrating. -
Get expert help
A consultant with experience or a manager who is familiar with the implementation process can spot potential pitfalls and help guide you to avoid them.
It is a unique opportunity to reinvent the way your hotel runs. With the right preparation, communication, and focus, it doesn’t have to be a leap into the unknown – it can be a leap forward.
This episode of Matt Talks features Mews CEO Matt Welle along with Director of CMC Hospitality Software Claudia Meglin.
About Mews
Mews It is the platform of choice for the new hospitality era. Mews Hospitality Cloud, which powers over 12,500 clients in more than 85 different countries, is designed to streamline hotel operations, transform guest experiences, and create profitable businesses. BWH Hotels and Strawberry are among the customers. Hotel Tech Report named Mews Best PMS (2020, 2025), and among the Best Places To Work in Hotel Tech (2021, 2022, 2042, 2024, 2055) by Hotel Tech Report. Mews has raised over $410 million in funding from investors, including Growth Equity at Goldman Sachs Alternatives (Goldman Sachs Alternatives), Kinnevik, and Tiger Global.
