Poor hotel tech is affecting employee retention, Cloudbeds finds
San Diego, CA – Cloudbeds, the premier hospitality management software platform, has revealed 38% of hotel employees say their experience with property management systems (PMS) influenced their decision to leave a job. Cloudbeds’ newly unveiled user experience research found that while hotel employees generally rate their PMS highly for usability and productivity, issues such as system complexity, slow learning curves, and poor integrations create daily frustrations that can directly impact staff retention. ‘The PMS User Experience Report’ by Cloudbeds also uncovered that despite advances in technology and automation, PMS training remains a highly manual process, with more than two-thirds of employees receiving in-person training from a supervisor or colleague. Coupled with high staff turnover, this means training is a near-continuous process – reinforcing the need for intuitive technology that minimizes onboarding time. Adam Harris, Co-Founder and CEO of Cloudbeds, said: “When it comes to hotel tech, user experience isn’t just a nice-to-have. It’s the difference between spending time with guests or spending time navigating software. The right PMS platform should drive productivity, reduce training time, and boost employee confidence – not create additional roadblocks.” Key findings from the research include: The study, conducted in partnership with NYU professors Dr. Vanja Bogicevic and Dr. Olena Ciftci, is based on a survey of 500 hotel employees working with PMS platforms at independent hotels and small chains in the US, UK, Canada, Mexico, and Spain, offering a global perspective on the challenges and impact of hotel technology. For a deeper look into the research findings, download the full report at https://www.cloudbeds.com/hotel-pms-ux/. Cloudbeds is hospitality's only intelligent growth engine — a unified platform trusted by the world's most ambitious hoteliers across 150 countries. Built to challenge the limits of outdated tech stacks, Cloudbeds connects operations, revenue, distribution, and guest experience in one powerful, intuitive system. The platform is enhanced with Signals, a hospitality AI model giving hoteliers the power to anticipate demand, run smarter operations, and craft more personal, profitable guest journeys at scale. Founded in 2012, Cloudbeds has earned top honors from Hotel Tech Report (Top PMS, Hotel Management System, and Channel Manager, 2021–2025), the World Travel Awards (World's Best Hotel PMS Solutions Provider, 2022), and Deloitte's Technology Fast 500 (2024). For more information, visit www.cloudbeds.com.
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