FIDI Hotel is a 131-room independent boutique hotel in Manhattan's Financial District. It hosts corporate travelers during the week and leisure guests at weekends, and offers meeting space, an omakase restaurant and a rooftop event venue that also runs weekday wine and cheese receptions. A Stayntouch customer story tells how the hotel left Stayntouch and came back.
A short detour
FIDI opened on Stayntouch, but after a change of management company it moved to another PMS. General Manager Lauren Badillo, already running a lean team, ended up handling much of the setup herself without the hands-on guidance she expected. Once live, the system was hard to navigate, integrations were problematic, reservations duplicated, future revenue figures became unreliable and at one point revenue was not flowing through correctly. "Probably within the first week, I said, 'I want to go back to Stayntouch,'" she says. The hotel switched back after two months.
A smoother return
Stayntouch supported the transition with an experienced implementation specialist onsite. "The processes of Stayntouch are very streamlined, very simple," Badillo says. FIDI reconnected its CRS, moved payments to Stayntouch Pay and got reservations flowing again quickly.
Simpler front-desk work
With meeting space, F&B, events, payments, housekeeping technology, a CRS and a key system all connected, FIDI needs a PMS that brings the pieces together without complicating daily work. "It's much easier at the front desk. It's really simplified our standard operating procedures," Badillo says.
Better reporting
Having used Stayntouch since opening, Badillo has watched the platform evolve. Reporting is the biggest improvement for her: "I know how much information is in the system, I just want to be able to get it out." She now calls the reporting "much more robust" and welcomes the constant upgrades.
Takeaway
FIDI's experience underlines how much implementation quality and day-to-day usability matter for a lean independent hotel, and how costly a poor PMS fit can be even over a few weeks.
Originally published by Stayntouch: FIDI Hotel NYC Returns to Stayntouch After Two Months on Another PMS
