How The Glenmore Inn & Convention Centre Turned a Painful PMS Transition Into a Smoother Guest Experience

When the PMS Starts Getting in the Way

For more than 20 years, The Glenmore Inn & Convention Centre relied on a locally hosted PMS that had become familiar and dependable for the team. But when the platform changed dramatically following a move to the cloud and a change in ownership, the system the hotel had known for decades became difficult to use.

The Glenmore Inn & Convention Centre moved to another PMS, hoping for a better experience.

Instead, the team encountered many of the same problems. The platform was difficult to use, integrations created challenges and support fell short of expectations. The experience became so disruptive that the hotel made the difficult decision to change systems again.

For Chris, the impact was visible at the front desk.

The technology was creating friction during everyday interactions, from making a reservation to processing a payment. Front office employees were spending energy navigating the system when their attention should have been on the guest.

“Technology should help, but shouldn’t impede.”
Chris Bates, Operations Manager, The Glenmore Inn & Convention Centre

Finding a PMS the Team Could Trust

Chris had evaluated Stayntouch during the hotel’s earlier PMS search and came away impressed with both the platform and the team. When the hotel decided it needed to make another change, he returned to the conversation.

The difference was immediately apparent.

Compared with the systems the property had been using, Stayntouch felt polished, current and ready for the demands of a busy hotel operation. Integrations were also an important consideration, particularly after the challenges The Glenmore Inn & Convention Centre had experienced with its previous systems.

Just as important was the confidence Chris developed in the people behind the technology.

Stayntouch worked closely with the hotel to address the requirements of operating in Canada, including billing considerations that had initially prevented The Glenmore Inn & Convention Centre from choosing Stayntouch. The responsiveness and accessibility of the team gave Chris confidence that the relationship could work.

A Clear Roadmap From Day One

After two difficult PMS experiences, implementation was one of Chris’s biggest concerns.

This time, the process felt different from the start.

The Stayntouch team laid out a clear roadmap showing what needed to happen, when it would happen and what The Glenmore Inn & Convention Centre’s team needed to complete along the way.

There was no guessing about the next milestone or chasing someone down for an answer.

For Chris, that visibility made a major difference.

“It was very clear what the next steps were, what you needed to have done and in what order. It made it much less stressful.”

The hotel also chose onsite training for go-live. A Stayntouch team member spent approximately four to five days at the property, working alongside the front office team as the new PMS went live, helping with training and making sure integrations were functioning as expected.

After the uncertainty The Glenmore Inn & Convention Centre had experienced with previous implementations, Chris described the Stayntouch onboarding experience simply: “Aces all around.”

Less Friction at the Front Desk

The biggest change was not something Chris needed a spreadsheet to see.

He could see it in his team.

With the previous systems, routine guest interactions had become stressful. Payments and credit card pre-authorizations were a particular source of frustration, turning what should have been straightforward transactions into difficult moments for both employees and guests.

With Stayntouch and its Shift4 integration, those processes became much smoother and more reliable. The front office team could get back to the work they were there to do: checking guests in, answering questions, making reservations and delivering service.

As Chris put it: “It reduced the friction massively.”

That was ultimately the outcome The Glenmore Inn & Convention Centre needed most. The PMS became less of a barrier between employees and guests and more of the operational foundation working behind the interaction.

Sales teams have responded positively to the system, while the accounting team has been pleased overall with its reporting capabilities. And when questions involving third-party integrations have arisen, Chris has found the Stayntouch support team knowledgeable, responsive and willing to work through them.

More Than a Technology Decision

After experiencing several PMS transitions firsthand, Chris has clear advice for other hoteliers evaluating their next system: look beyond the demo.

Ask to see the implementation roadmap. Understand exactly how training will work. Dig into the integrations that matter to your property. And make sure the provider can show you how the transition will be supported before you sign.

Those were the questions The Glenmore Inn & Convention Centre asked of Stayntouch, and the answers gave Chris and his team confidence that this transition would be different.

For a hotel that had learned firsthand just how disruptive a PMS can become, the goal was refreshingly straightforward: technology that helps the team serve guests instead of getting in their way.

With Stayntouch, that is exactly what they found.

Ready for a PMS that works with your team, not against it? See how Stayntouch can make your next PMS transition smoother, from implementation through everyday operations.

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