The Glenmore Inn & Convention Centre in Calgary, Alberta, is a 169-room full-service hotel serving corporate travelers on weekdays and sports teams, weddings and other groups at weekends. Its event space includes a ballroom for more than 1,000 guests. A Stayntouch customer story explains how the property recovered from two disruptive PMS changes.
Two hard transitions
For over 20 years the hotel relied on a locally hosted PMS. After a move to the cloud and an ownership change, that system became difficult to use. A replacement brought similar problems: poor usability, integration issues and weak support. Operations Manager Chris Bates saw the effect at the front desk, where making reservations and processing payments created friction. "Technology should help, but shouldn't impede," he says.
Coming back to Stayntouch
Bates had evaluated Stayntouch earlier and returned to the conversation. The platform felt polished and current, integrations were a priority, and Stayntouch worked with the hotel on Canadian requirements, including billing considerations that had initially held the property back.
A clear roadmap
Implementation was a big concern, but Stayntouch laid out what would happen, when, and what the hotel had to deliver. "It was very clear what the next steps were... It made it much less stressful," Bates says. A Stayntouch team member spent about four to five days onsite at go-live, training staff and checking integrations. His verdict: "Aces all around."
Smoother payments
Payments and card pre-authorizations had been a particular pain point. With Stayntouch and its Shift4 integration, these became smoother and more reliable, letting the team focus on guests. "It reduced the friction massively," Bates says. Sales staff have responded positively, accounting is pleased with reporting, and support has been responsive on third-party integration questions.
Advice for hoteliers
Bates recommends looking beyond the demo: ask for the implementation roadmap, understand how training will work, dig into the integrations that matter, and confirm how the transition will be supported before signing.
Originally published by Stayntouch: Glenmore Inn & Convention Centre Cuts Front-Desk Friction With Stayntouch
