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.

For example:

• Hotels like Paradise Resort Gold Coast and Postillion Hotels reported up to 30-36% faster check-in times using digital and self-service tools powered by Mews.
  
• 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.

"43% of travellers now use VR to plan their trips"
"80% of travellers prefer automated front desk options."
"Legacy PMS = slow, costly integration." 

Smarter PMS Integrations = Smoother Guest Journeys

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
  

On-site

• Canary Technologies - Contactless check-in, tipping, and guest messaging
  
• Digital Keys - 5G IoT-powered smart room access
  

Post-stay

• Akia – AI-powered guest messaging and CRM
  
• Salesforce – CRM with personalised guest re-engagement tools
  

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.  

FAQ

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? 

Quick Answer:

An OTA is an Online Travel Agency, like Booking.com, that sells hotel rooms for a commission, helping visibility but reducing direct profit.

Introduction: The Hidden Cost of OTA Dependency

What is an OTA, and why does relying on them cost you more than you think?

OTAs are Online Travel Agencies like Booking.com or Expedia.

As a hotelier, you’ll likely be aware of OTAs, as 77% of online bookings in Europe are made through them. 

The OTA Trade-Off: Visibility vs. Value

77% of bookings come through OTAs, but at up to 30% commission. Who really profits?

While OTAs offer exposure, they come with trade-offs:

1. Revenue loss 

Commissions of 15-30% per booking can quickly erode your profit.

2. Limited guest insights

OTAs often only share basic info like name and stay dates. Making it hard to upsell, follow up, or build loyalty.

3. Brand dilution

Guests often remember the OTA, not your hotel. Reducing the chance of direct repeat bookings.

While the bookings are great, the convenience comes at a cost. The commission ends up eating into your margins. OTAs also control the guest data, limiting your ability to market personally or build long-term loyalty. It's like renting your guest list- convenient, but unsustainable.

OTA vs Direct Booking Revenue Impact Example

Metric	OTA Booking	Direct Booking
Room Rate	£150	£150
Commission	-£30 (20%)	£0
Guest Data Access	Limited	Full
Brand Exposure	OTA-Branded	Hotel-Branded
Rebooking Control	Low	High

Shifting even 20% of OTA bookings to direct can return thousands to your bottom line and put guest relationships back in your hands.

What a Direct Booking Strategy Really Looks Like

A smart direct booking strategy doesn't just add more tools. It makes every touchpoint work harder for you. A good booking strategy focuses on three interconnected pillars:

1. Mindset-first

Great bookings start with great experiences. Instead of chasing transactions, optimise your guest journey to feel personal, seamless, and worth returning to.

2. UX-led

Your website is your digital front desk. From mobile responsiveness to intuitive navigation, every detail should guide the guest naturally toward booking.

3. Brand-led

People remember experiences. Your hotel or spa has a story that OTAs can’t tell. Let your brand voice, photography, and values shape how you connect with guests.

Think of this as building a digital concierge that reflects your brand and removes booking friction at every stage.

Effective hotel marketing has upgraded. It’s experience-led, emotionally aware, and designed to convert. When these three elements align, you’re increasing direct bookings and building lasting relationships.

The Independent Guest Funnel

Awareness → Consideration → Conversion → Retention

This funnel turns online visibility into lasting guest relationships. 

1. Awareness

SEO-rich blog posts grab attention and provide valuable information. When you pair them with engaging social media and targeted ads, your brand reaches more potential customers.

2. Consideration

Make your offering stand out by showcasing guest reviews. People trust what others say. Use comparison tools to make it easy for them to see the differences. Highlight clear benefits that help make a smart choice.

3. Conversion

Encourage customers to book by providing an easy booking process. Make sure you’re highlighting special offers. Use clear calls to action (CTAs) with the booking link simple to find. This will motivate them to book with you! 

4. Retention

Stay connected post-stay to turn guests into repeat, satisfied customers. Use your email list, loyalty programs, and referral incentives.

Fragmented funnels = fragmented revenue. 

Align each stage with your digital marketing for hotels strategy to get more direct bookings online.

Ready to turn interest into bookings? Below is your guide on how to get more bookings online. 

How to Get More Online Bookings

1. Optimise Your Booking Engine

Why it matters

A one-second delay in page load can reduce conversions by 7%. 

Slow loads, a poor mobile experience, or a confusing flow block bookings.  If you experience any of these, you’ll lose conversions. It’s that simple.

What to do

Step 1: Speed first

Ensure your online booking system loads in under 2 seconds on mobile.

Step 2: Frictionless checkout

Offer one-click or autofill payment options.

Step 3: Build trust 

Include trust signals like secure payment icons, recent reviews, or a contact number.

Quick win: Use tools like Google PageSpeed Insights or GTmetrix to test your current setup.

2. Streamline Your Website Funnel: Guide Visitors to Book Faster

Why it matters

Your website funnel is the journey from the homepage to booking confirmation. If it’s confusing or cluttered, visitors might leave before booking.

What to do:

Step 1: Prioritise the journey

Highlight one primary call to action per page.  Such as “Book Now,” “Special Offer,” or “Get Offer”. 

Step 2: Declutter navigation 

Remove distractions like pop-ups or competing buttons. 

Step 3: Visual and verbal clarity

Use short, benefit-driven copy paired with high-quality imagery. 

Quick win: Test your homepage! Is the booking action obvious within 5 seconds?

3. Use Gift Vouchers (aka Gift Cards) as Conversion Tools: Turn Interest into Revenue

Gift cards were once a fast way to raise cash. Today, they’re a key part of hotel marketing. As the guest experience becomes increasingly important, voucher systems are evolving. They are designed to deliver more value at every interaction.

• Attract new guests with gifts.  
• Generate off-peak demand to extend seasonal reach.  
• Reconnect with past visitors through personalised offers.  
• Boost direct revenue with pre-paid bookings.  
• Increase sales with upsell bundles and add-ons. 
• Use built-in analytics and promotional tools to promote new campaigns and forecast revenue. 

Leading hospitality brands treat vouchers not just as products, but as part of their experience commerce strategy. 

Gift vouchers create emotional purchase moments that lead to measurable revenue.

What to do:

Step 1: Choose a feature rich gift voucher system.

Not all gift voucher systems are built the same. Choose one that not only supports your revenue goals but also avoids the common pitfalls many platforms face. This post outlines the key features that make the difference: https://enjovia.com/the-problem-with-gift-cards/ 

Step 2: Promote creatively

Use paid ads, seasonal content, and social media platforms to spotlight your offers and draw in potential customers. Heres a helpful guide on how to use social media for gift card offerings: https://enjovia.com/social-media-gift-cards-promotions/ 

Step 3: Bridge booking gaps

Offer time-limited vouchers to email subscribers or visitors who didn’t complete their booking. It’s a compelling second-chance CTA.

Step 4: Upsell at checkout

Prompt current guests to “add a gift” when booking. Turning bookings into future revenue and referrals. Here’s nother quick guide on how to introduce add-ons in your selling funnel: https://enjovia.com/create-unique-experiences-with-gift-voucher-add-ons/

Quick win: Hotels using Enjovia’s gift card system often see seasonal uplift and better cash flow. Because Enjovia integrates easily with your existing tech stack, you can launch branded, flexible vouchers that drive real bookings, without the operational headache.

Try this: Map where a voucher could live in your own guest funnel. Is it part of your booking abandonment email? A homepage promo banner? Use it to reduce friction and build intent.

4. Capture Lost Traffic (Email & Exit-Intent)

Win Back Visitors Before They Leave

Why it matters: 

In the travel industry, over 80% of bookings are abandoned before completion. With, hotel websites experiencing abandonment rates around 70%!

Without a strategy to re-engage these visitors, potential revenue is lost.

What to do:

Step 1: Implement smart pop-ups 

Utilize tools like Sleeknote or OptinMonster to detect exit intent and present visitors with last-minute deals or incentives.

Placement of these tools is crucial to avoid disrupting the website funnel. Trigger exit-intent pop-ups on high-intent pages like room listings, special offer pages, gift voucher pages, and cart/checkout pages. 

Avoid placing them on the homepage or blog/info pages where immediate action isn’t needed. These tools pop up when the mouse moves towards the browser bar or close button, providing a last chance to re-engage without interrupting the browsing experience.

Step 2: Send follow-up emails

Deploy automated emails reminding visitors of their incomplete bookings. This is a great opportunity to include personalized offers to encourage completion.

Step 3: Personalize incentives

Tailor offers based on the visitor's behavior. Such as the pages they viewed or the duration of their visit. This increases relevance and conversion likelihood.

Quick win: Test an exit-intent pop-up offering a 10% discount for email sign-up. Studies have shown that well-crafted exit-intent pop-ups can recover 10–15% of abandoning visitors.

5. Incentivise Repeat and Referral Bookings

Increase Lifetime Value

Why it matters

Acquiring new guests is costly. Incentivising return visits and referrals maximises each stay’s value.

What to do:

Step 1: Reward repeat stays 

Offer perks like late checkout or exclusive discounts.

Step 2: Create a referral loop 

Give guests a reason to bring a friend.

Step 3: Use loyalty tiers

Gamify benefits with bronze, silver, and gold status.

Quick win: A simple “Refer a friend, get 20% off” campaign can boost bookings and guest loyalty.

How Enjovia Solves This

Enjovia is a gift voucher and experience commerce platform built specifically for hospitality businesses.

Many tools add layers of complexity to your booking process. Enjovia simplifies it, making it easier for guests to buy and for operators to manage experiences without technical hassle. Each capability is designed to solve the challenges that matter most:

Challenge	Enjovia Solution
Lost revenue via OTAs	Voucher Strategy Engine
Low repeat rates	Loyalty & Referral Tools
Site friction	Booking Funnel Simplifier
No guest re-engagement	Email & incentive integrations
Tech overwhelm	Human-first onboarding

You don’t need to rebuild your tech stack, just rethink your guest flow.

Reclaiming control over your revenue, brand, and guest experience shifts you from survival mode to long-term sustainability. 

Resulting in building loyalty, driving higher margins, owning your guest journey, your guest relationships and your brand.

Quick Recap: How to Get More Bookings Online

Action	Goal
Optimise your booking engine	Reduce friction, increase conversion
Streamline your website funnel	Guide guests to book faster
Use gift card creatively	Attract new guests, extend seasonality
Capture lost traffic	Turn site visitors into future bookings
Incentivise referrals & loyalty	Boost repeat stays and lifetime value

Ready to stop handing your profits to OTAs? Book a free strategy call with Enjovia.

Frequently Asked Questions