Summary:
- 30 percent of all-in-one users plan to switch to specialized, reported NYU SPS Tisch Center.
- 70 percent of users are satisfied with PMS, 59 percent with RMS.
- 68 percent of independent hotels with 101–250+ rooms use best-in-class systems.
APPROXIMATELY 30 PERCENT of all-in-one tech users in hospitality plan to switch to specialized, “best-in-class” platforms, compared with 14 percent moving to all-in-one, according to the NYU SPS Jonathan M. Tisch Center of Hospitality. Specialized users report higher satisfaction, with 70 percent satisfied with their property management system and 59 percent with their revenue management system.
The NYU SPS Tisch Center report, “2026 Hotel Technology Outlook: Best-in-Class vs. All-in-One Systems”, conducted with Stayntouch and IDeaS Revenue Solutions, examines how hotel operators evaluate and invest in technology. It compares specialized systems, which are integrated around a core PMS, with all-in-one systems that provide multiple capabilities through a single provider.
“We’re proud to partner with and grateful for the support of Stayntouch and IDeaS in sharing the findings of this hotel technology report, especially as hoteliers rely on these tools to improve efficiency and profitability,” said Vanja Bogicevic, Tisch Center’s clinical associate professor and HI Hub Experiential Learning Lab’s director. “This collaboration between industry and academia reflects the college’s mission to expand access to experiential education and foster innovation.”
The study, based on insights from more than 300 hotel professionals across various roles and property types, identifies the priorities, satisfaction levels and investment plans guiding the next phase of hotel technology adoption.
Only 34 percent of all-in-one users planning to switch are satisfied with training and support, highlighting a usability gap. Users of specialized systems report higher satisfaction, with 70 percent satisfied with their property management system versus 55 percent of all-in-one users and 59 percent satisfied with their revenue management solution versus 51 percent, showing stronger retention.
Users of all-in-one systems report more booking errors, 57 percent compared with 45 percent for specialized users; more missed preferences, 51 percent compared with 41 percent and more check-in delays, 46 percent compared with 23 percent. Relying on a single platform creates a point of failure that can lead to guest issues.
Among independent hotels with 101 to 250 or more rooms, 68 percent use specialized systems for scalability, functionality and data accuracy, while 54 percent of hotels with 100 rooms or fewer use all-in-one platforms for simplicity and cost. With 38 percent of respondents citing integration as a top pain point, vendors can strengthen partnerships and provide APIs that improve the hotel technology experience and maximize investment value.
A separate study by IDeaS found that only 54 percent of hoteliers use integrated tools, despite agreement on the need for unified systems. However, 89 percent plan new AI applications, with the “augmented hotelier” emerging through chatbots, mobile check-in and AI-driven decision support.
