Hotels favour Best-in-Class tech systems for flexibility & control

A new report has identified a shift in hotel technology investment priorities, with hotel operators favouring specialised Best-in-Class integrated systems over All-in-One platforms.

The 2026 Hotel Technology Outlook: Best-in-Class vs. All-in-One Systems was developed by graduate students at the NYU School of Professional Studies Jonathan M. Tisch Centre of Hospitality, in partnership with Stayntouch and IDeaS Revenue Solutions. The report draws on responses from more than 300 hotel professionals working across different roles and property types.

The report outlines trends at the forefront of hotel operators' technology planning, focusing on satisfaction levels, investment intentions, and key drivers shaping adoption decisions in the sector. As hotels increasingly rely on digital infrastructure to support performance and guest experience, many are evaluating the trade-offs between the flexibility offered by highly specialised, integrated solutions and the simplicity of single-provider suites.

System preference

The report's findings highlight a clear movement from All-in-One systems to Best-in-Class tools. According to the research, among respondents looking to change their technology stack, 30% of those currently using All-in-One systems plan to migrate to specialised, integrated solutions. In comparison, only 14% of current Best-in-Class users intend to move towards All-in-One platforms.

This suggests that hotels are seeking greater flexibility, enhanced functionality, and increased control over their operations. The study also highlights that the drivers motivating these choices are largely related to system usability and support.

Satisfaction and usability

The ease of use and level of support offered by technology providers emerged as central factors in decision-making. Only 34% of All-in-One platform users who are considering switching indicated satisfaction with their current training and support, indicating a notable shortfall. In contrast, users of Best-in-Class systems reported higher satisfaction rates across specific tools, with 70% expressing satisfaction with their property management system, compared to 55% for All-in-One users. Similarly, 59% of Best-in-Class users were satisfied with their revenue management solutions, compared to 51% for All-in-One users.

Impact on guest services

The data further reveal that All-in-One platforms are associated with a higher incidence of guest-facing issues. Users of such systems reported more booking errors (57% versus 45%), missed guest preferences (51% versus 41%), and check-in delays (46% versus 23%), when compared with hotels running Best-in-Class technology environments. The report attributes these challenges to the risks of a single point of failure inherent in the All-in-One approach.

Technology maturity and segmentation

The adoption trends also vary by hotel size and type. Among independent hotels with over 100 rooms, 68% deploy Best-in-Class systems, valuing scalability, advanced functionality, and the precision of data. Conversely, 54% of hotels with 100 rooms or fewer prefer All-in-One platforms due to their simplicity and lower cost.

Integration between different systems is highlighted as a significant challenge, with 38% of all respondents identifying it as a leading pain point. The report indicates that technology vendors have opportunities to improve their offerings by delivering accessible APIs and fostering strategic partnerships to maximise the investment value for hotel operators.

Industry perspectives

"We're proud to partner with, and grateful for the support of Stayntouch and IDeaS in sharing the findings of this comprehensive hotel technology report on Best-in-Class and All-in-One solutions, especially at a time when hoteliers rely on these tools to enhance efficiency and profitability," said Vanja Bogicevic, Clinical Associate Professor at the NYU SPS Tisch Centre and director of the HI Hub Experiential Learning Lab. "This collaboration between the industry and academia reflects the college's mission to expand access to experiential education and foster innovation."

Jacob Messina, Chief Executive Officer of Stayntouch, commented on the implications of the findings:

"We're honored to partner with NYU SPS Tisch Centre of Hospitality and IDeaS on this report. The findings are clear: hoteliers are choosing Best-in-Class solutions for their specialized functionality and flexibility, with 30% of All-in-One users planning to make the switch-more than double the rate going the other direction. At Stayntouch, we've built a robust partner ecosystem that solves the integration challenge, giving hotels specialized tools that work together seamlessly to drive both guest satisfaction and operational performance."

Klaus Kohlmayr, Chief Evangelist & Development Officer at IDeaS, emphasised the importance of integration and future-proofing technology strategy for hoteliers:

"Hoteliers desire consistent, effective technology that takes into consideration their need for future growth and innovation. This report's findings show how vital integrations and collaboration are among hospitality technology providers today, with 51% of respondents looking to replace or upgrade their technology stack over the next 12-24 months. We are pleased to share the results of this report with the industry and appreciate the unique collaborative efforts between IDeaS, the NYU SPS Tisch Centre, and Stayntouch, to bring the findings to fruition."

The 2026 Hotel Technology Outlook underscores the changing preferences among hotel professionals, as technology investment becomes increasingly focused on specialisation, integration, and guest experience management.