Learn what a PMS system is and how hotels in 2026 use connected tech to personalise stays and grow revenue.
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Quick Answer: What Is a PMS System?
A PMS system, or property management system, is the software that runs a hotel’s daily operations. It manages bookings, check-ins, payments, and room status in one place. Modern PMS platforms also connect with tools like Enjovia to personalise stays and boost revenue.
What Is a PMS System? The 2026 Guide to Connected Guest Journeys
Another app. Another login. Another platform that doesn’t quite talk to the others. If that sounds like your hotel’s tech stack, you’re not alone.
According to Hotel Tech Report, over 80% of hoteliers believe technology improves efficiency. But fewer than half feel it actually gives them a competitive edge. That gap often comes down to one thing: fragmented, poorly integrated systems.
This guide is built for general managers and operations leaders who are tired of tech noise and ready for clarity. It unpacks the tools that actually improve guest satisfaction, drive efficiency, and boost revenue, mapped neatly to each stage of the guest journey.
We explain important technology tools for hotels, such as property management systems, guest messaging apps, virtual reality, and digital upsells.
We cover what these tools do, why they are effective, and how to get started. Whether you are changing systems or improving what you have, this guide will help you with your hotel's tech tools.
Evolving Hospitality Technology
Technology moves fast, and the hospitality industry is now being influenced in a bigger way than before. Since the pandemic, hoteliers recognised the importance of using tech for growth. With fewer staff and new guest needs, automation and personalization have become essential.
Today’s guests want convenience. They expect smooth check-ins, instant communication, and tailored offers. Meanwhile, hotel staff are stretched thin. They need tools that simplify their work.
Hotels need to reconsider their technology strategies. They should focus on how different systems work together and invest in tools that enhance both revenue and guest experiences.
Why a PMS System Is the Central Nervous System of Your Hotel
Think of a PMS as the hotel’s central nervous system. Coordinating bookings, check-ins, payments, and even cleaning schedules. Without it, things fall apart fast.
Modern PMS platforms include features like mobile check-in and guest messaging, improving the guest experience. Without a good PMS, hotels may struggle with disorganized operations.
Essentially, a PMS manages all hotel tasks, ensuring a smooth experience for guests. A modern PMS streamlines processes and prepares hotels for future tech updates.
And it’s an important feature! With UK hoteliers reporting in the UK Hotel Trading Performance Review, the constant pressure they feel to keep their technology updated and current.
How to Choose the Right PMS for Your Hotel in 2026
When choosing a Property Management System (PMS), keep these important points in mind:
1. Cloud readiness
Can your team use it from anywhere?
2. Integration
Does it work well with other tools you use?
3. Guest experience
Does it offer automation and self-service options?
4. Efficiency
Does it cut down on manual work and provide real-time updates?
5. Scalability
Is it suitable for small hotels, larger resorts, or multiple properties?
The right PMS boosts your tech and improves the guest experience.
Look for user-friendly options, which have a simple design that makes training easier.
Checklist for Switching to a New PMS
Switching to a new PMS can feel daunting, so here’s a quick checklist to help you decide if you need to make the next move.
Do you resonate with any of these pain points?
“Our current PMS limits integration with other guest tools” “Staff complain about slow, clunky interfaces” “We're not leveraging guest data for personalisation” “Manual tasks slow down front desk and housekeeping” “We rely heavily on IT to update or connect systems” “We’ve missed some revenue because of tech delays”
If you checked three or more, it may be time to consider a platform that's ready for 2026.
Leading PMS Platforms in 2026
PMS Platform
Key Strengths
Ideal For
Mews
Cloud-native, open API, intuitive UX
Modern boutique or chain hotels
Cloudbeds
Easy channel management, built-in guest tools
Independent hotels
Opera Cloud
Enterprise-grade features, robust reporting
Large hotel groups with legacy needs
Illustrative Example: The Switch to a Modern PMS
When boutique hotels switch from old management systems to new cloud-based ones (like Mews), everything runs more smoothly, making it easier to keep operations flowing.
At Pillows Hotel Reylof, automating upsells via Mews and Oaky led to a 23% increase in upsell conversions, directly lifting total revenue per available room.
The C-Hotels group cut 93% of calls between housekeeping and front desk by streamlining operations through Mews’ automation tools, dramatically reducing manual errors and miscommunication.
These aren’t outliers; they’re real-world outcomes from hotels embracing the potential of modern PMS integrations. By simplifying operations, hotels unlock time for what matters most: delivering an exceptional guest experience.
Top PMS Integrations That Improve Guest Experience
Is it top B2B hospitality tech integrations that truly elevate guest experience and efficiency? It depends on how well your tools connect, not just which tools you use.
Your PMS is only as good as the tools it integrates with. For hoteliers, that means prioritising connections that enhance personalization, automation, and guest independence.
Guest messaging platforms
When your PMS is connected to tools like Duve or Akia, your team can send timely, personalized messages through SMS, WhatsApp, or email. Whether it's a welcome message or a feedback survey, these touchpoints feel thoughtful and improve the guest experience.
Upselling tools
Platforms like Enjovia and Oaky use booking data from your PMS to suggest upgrades that actually fit each guest’s stay. Instead of pushing generic offers, guests see relevant options before arrival, increasing both satisfaction and revenue.
Virtual reality travel experiences
Virtual reality travel experiences give potential guests a way to explore rooms, amenities, or spa packages before they book. These tools become more than just a visual aid when integrated with your PMS. Guests can check availability and confirm their reservation instantly, creating a seamless booking journey from preview to purchase.
Kiosks and mobile keys
Self-check-in systems and smart room access only work well when they update in real time. A connected PMS ensures that access codes, room status, and ID verification are accurate across all platforms, helping guests check in smoothly.
API-first platforms
Modern PMS systems like Mews are built to integrate easily with other tools. This approach allows your team to expand or refine your tech stack without long development delays or vendor lock-in.
What are the leading integrations for hospitality businesses in 2026? It’s not about stacking tools - it’s about connecting the right ones to your PMS to personalise, automate, and grow.
Focus your tech strategy around these four essentials:
Prioritise integration: Fragmented tools lead to fragmented service.
Invest in guest-centric platforms: Think automation and personalisation.
Use data to personalise: Insights from Enjovia and PMS drive better timing.
Focus on experience commerce: Guests buy stories, ease, and anticipation.
Leading hospitality tech isn’t about collecting platforms, it’s about creating cohesion.
Mapping Tools to the Guest Journey
Every guest journey has multiple touchpoints. When your systems are connected via your PMS, each one becomes an opportunity to impress, personalise, and convert.
Guest Journey Stage
Example Tools
Use Cases
Pre-arrival
Enjovia, Duve
Welcome comms, gift card redemptions
On-site
Canary, Digital keys
In-stay requests, seamless access
Post-stay
Akia, CRM platform
Feedback, loyalty offers, re-engagement
Examples of Hospitality Tech Tools Mapped to the Guest Journey
Pre-arrival
Enjovia- Gift voucher and experience commerce platform
Duve - Guest experience platform for check-in, upsells, and communication
Salesforce – CRM with personalised guest re-engagement tools
Map your guest journey with the right tools at every stage
Example: The Connected Guest Journey in Action
A guest books a spa weekend using Enjovia → receives a pre-arrival upgrade offer via Duve → uses a mobile key for seamless check-in → and ends their stay with a personalised loyalty message from Akia.
This illustrates how a connected tech flow with the right property management system (PMS) creates seamless and personalized guest experiences at every step.
How a connected hotel tech stack transforms the guest experience
FAQ
What Is a PMS System in Hospitality?
It’s your hotel’s command center. A PMS (Property Management System) handles everything from bookings and payments to housekeeping schedules and guest profiles. Without it, your operation’s a collection of tabs, spreadsheets, and crossed fingers. With it? Everything flows and guests feel it.
How do guest messaging tools actually help?
Guest messaging tools help your team stay efficient and responsive. Instead of chasing guests down, staff can send timely and relevant messages, whether it's a welcome note, an in-stay update, or a quick survey. It’s faster, clearer, and makes communication feel more personal.
Do gift cards increase revenue?
More than you’d think. Enjovia-style gift cards bring in revenue before the guest even steps foot on your property. They also drive repeat visits, direct bookings, and brand loyalty. All without lifting your rates!
What is virtual reality used for in the hospitality industry?
When used well, virtual reality can help guests explore your property before they arrive. A virtual tour of your spa or rooms builds trust and creates interest. And if it connects directly to your PMS for real-time booking, it becomes a practical tool, not just a nice extra.
What is API in hospitality?
It means your systems can communicate with each other without constant help from IT. A PMS with an API-first design makes it easier to connect upsell tools, messaging platforms, and future integrations without the usual technical headaches. Want to know more about API-first tools? Learn how Enjovia integrates with leading PMS platforms.
How Much Does a PMS Cost for Hotels?
Costs depend on features and hotel size. They usually range from £100 to £500 per month for each property. Additional fees may apply for integrations, onboarding, or customization. Be sure to assess the total value, not just the base price.
What’s the ROI of Investing in Hotel Technology?
Hotels using integrated, guest-focused systems see 10-30% improved efficiency, better upsell conversions, and increased guest satisfaction and loyalty.
What Is Mews?
So many hoteliers are asking ‘What is Mews?’ It is a property management system made for hoteliers to manage their operations more efficiently. It offers features like mobile check-in, upselling, and smart integrations with tools such as Enjovia, Duve, Akia, and VR. Mews is a powerful central platform that helps hotels bring together their tech, reduce friction, and boost revenue, making it easier for hoteliers to streamline operations and enhance guest experiences.
Should I Use One All-in-One Hotel System or Build a Best-in-Class Stack?
All-in-one systems can make managing a hotel easier, but a modular, API-first approach might give you more flexibility and control. By picking the best tools that work well with a solid PMS, you can create a better experience for your guests and easily adjust your technology as your needs change.
What’s Next for Hospitality Tech?
The Property Management System (PMS) has evolved into a vital tool that enhances guest experiences, boosts revenue, and improves operations.
As we look toward 2026, hotels need to emphasize flexibility and strategic planning. Integrations will become essential, and personalization will shift from a luxury to an expected standard. Successful hotels will effectively align technology with key points in the guest journey.
If your current setup feels disjointed, it’s time to reassess. A modern PMS can streamline operations while fostering loyalty, driving innovation, and ensuring long-term success.
Discover How Enjovia Helps
Tech should never slow down service. Enjovia empowers hotels to shift from system juggling to guest journey optimisation, all while unlocking new revenue streams.
With Enjovia, you can:
Pre-sell meaningful experiences - from spa to dining bundles
Connect seamlessly with your PMS for smooth operations
Gain data insights on redemption and repeat bookings
Ensure smooth checking in/ redeeming with responsive support
Adapt to any hotel type- from resorts to boutiques
Personalise guest interactions through data-driven insights
Free up staff time by automating upsells and gift redemptions
Enjovia helps you sell more than rooms - you sell anticipation.
Ready to turn tech into a competitive advantage?
Enjovia helps hotels enhance gift vouchers by linking offers with guest data and booking behavior. Want to convert those vouchers into bookings?
Ready to Grow Your Gift Voucher Sales like the Celtic Manor?
We help brands turn experiences into revenue. Whether you're a resort, spa, restaurant or venue, our platform makes it easy to sell, track and manage gift vouchers.
Let’s chat about what your existing system looks like, and how Enjovia can accelerate your sales and improve your processes.
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