How FIDI Hotel Got the Functionality It Needed Without the Friction

The Challenge: A PMS That Made Running the Hotel Harder

FIDI Hotel originally opened with Stayntouch. When the property changed management companies, the hotel moved to another PMS.

The problems started during implementation.

Already operating with a lean team, General Manager Lauren Badillo found herself responsible for much of the setup and configuration. The process required significant time and technical involvement from the hotel, without the level of hands-on guidance she expected.

Once the system was live, the challenges continued. The PMS was difficult for the team to navigate, connecting it with other hotel systems proved problematic, reservations duplicated, future revenue figures became unreliable, and at one point revenue was not flowing through correctly.

For Lauren, it quickly became clear that the system was creating more work instead of helping her team run the hotel.

Within the first week, she wanted to return to Stayntouch.

“Probably within the first week, I said, ‘I want to go back to Stayntouch.’”

FIDI ultimately spent just two months on the other PMS before making the switch back.

The Solution: The Functionality FIDI Needs, Made Easier to Use

Returning to Stayntouch gave FIDI Hotel the capabilities it needed without putting unnecessary work on the hotel team.

Lauren immediately noticed the difference in the implementation experience. Stayntouch provided dedicated support throughout the transition, including an experienced implementation specialist onsite at the hotel.

“The processes of Stayntouch are very streamlined, very simple, and you guys have really great people who work at implementation.”

FIDI Hotel reconnected its CRS, moved its payment processing to Stayntouch Pay, and got reservations flowing again quickly.

The difference extended well beyond implementation. Stayntouch gives FIDI Hotel the functionality needed to support its operation while making everyday tasks easier for the people actually using the system.

Easier for the Team. Capable Enough for the Entire Operation.

FIDI Hotel is a 131-room independent hotel with meeting space, food and beverage, event operations, payments, housekeeping technology, a CRS, a key system, and other connected systems.

Stayntouch brings those pieces together while keeping everyday workflows intuitive for the hotel team.

Lauren says that has made a noticeable difference at the front desk.

“It’s much easier at the front desk. It’s really simplified our standard operating procedures.”

Instead of forcing employees through multiple steps to find information or complete routine tasks, Stayntouch makes the tools and information they need easier to access.

That combination is important for FIDI: the functionality to support a multifaceted hotel operation, without making the system difficult for the team to learn or use.

Better Reporting, Easier Access to the Information That Matters

Because Lauren has worked with Stayntouch since FIDI Hotel first opened, she has also seen firsthand how much the platform has evolved.

One of the biggest improvements for her has been reporting.

“Reporting is a huge thing. I know how much information is in the system, I just want to be able to get it out of the system.”

Lauren says Stayntouch’s reporting capabilities have become much stronger, while also making it easier to find the information she needs. For a GM managing a busy hotel operation, that means less time searching for answers and better access to the data needed to understand what is happening across the property.

“The reporting is much more robust.”

She also sees that progress as part of a broader evolution of the platform, with Stayntouch continuing to add functionality and improve the system over time.

“You guys are constantly upgrading and updating the system, which is great.”