Technology has forever changed the way that guests want to interact with hotels and major brands. Guests expect a more personalized approach in which they are recognized as individuals. To accommodate these expectations and to drive brand loyalty, hotels must adapt.
Legacy systems (particularly PMS) are all too often unable to keep up with the required changes and remain proprietary/closed systems which are unable to share vital data between systems. Hotels need to demand openness and flexibility,starting with a modern PMS that uses a connectivity layer (APIs) and is capable to share guest data with a CRM so that a guest personalization can be achieved across the entire guest journey. This white paper from HotelAppz and apaleo, explores the evolution of guests' expectations, the drivers behind them, and how hoteliers can turn these demands into an advantage for the hotel. We explain the importance of technology and why it is fundamental to use an open hotel tech stack to personalize communication with guests and to gain their loyalty for life. The whitepaper is free to download here. Apaleo is the world's most open API-first property management platform for hospitality businesses. Powering over 2,000 properties in more than 30 countries, Apaleo streamlines operations and elevates guest experiences across hotels, vacation rentals, serviced apartments, and residential living. The modular core infrastructure allows operators to fully customize their tech stack and automate workflows without vendor lock-in. It replaces single-vendor suites with best-of-breed technology. Apaleo's Agent Hub–the first-ever AI agent marketplace for hospitality–helps operators adopt autonomous agents to improve business performance. Customers include citizenM, easyHotel, limehome, Korner Hotels, Miiro Hotels, and Numa. Apaleo is Phocuswright's 2025 EMEA Travel Innovation Award winner. For more, visit apaleo.com.
Organization
Apaleo GmbH
The open hospitality platform
https://www.apaleo.com/
Dachauerstr. 15 A
Munich, 80335
Germany
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