Here's a scenario I've seen play out far too many times: it's 2am, the front desk system crashes, there's a queue of tired guests waiting to check in, and your IT provider's voicemail says they'll "get back to you during business hours."
Sound familiar?
Choosing the right hotel IT support isn't just a back-office decision : it's one that directly impacts your guest experience, your revenue, and frankly, your sanity as a General Manager. The problem is, most IT providers simply don't understand hospitality. They treat your hotel like any other small business, and that disconnect shows up at the worst possible moments.
Let's break down exactly what you should be looking for : and what questions to ask : before signing on the dotted line.
The Problem with Generic IT Support
Most managed service providers (MSPs) work across dozens of industries. Accountants, law firms, retail shops : they'll take anyone. And while they might be perfectly competent at setting up email or resetting passwords, they often have zero understanding of what makes a hotel tick.
Your property runs 24/7/365. Your systems : from the Property Management System (PMS) to guest WiFi to EPOS in the restaurant : need to work seamlessly together. When something breaks at midnight on a Saturday, you can't wait until Monday morning for a fix.
Generic IT providers also tend to miss the nuances of hospitality IT solutions. They don't understand why your PMS integration with the door lock system matters. They've never dealt with a wedding party of 150 guests all hammering the WiFi at once. And they certainly don't grasp the compliance minefield that comes with handling guest payment data.
If your current IT partner makes you feel like you're explaining your business from scratch every time you call : that's a red flag.
What to Look for in Hotel IT Support
So what separates a decent IT provider from one that actually understands IT support for hotels? Here are the non-negotiables.
1. Genuine Hospitality Experience
This one's simple but often overlooked. Ask them directly: How many hotels do you currently support?
A provider who already works with restaurants, hotels, and similar hospitality businesses will understand your unique challenges. They'll know that "the system is down" at a hotel isn't the same as "the system is down" at an accounting firm. The stakes are completely different.
Look for case studies, references, or testimonials from properties similar to yours. If they can't point to real hospitality clients, proceed with caution.
2. True 24/7 Support : Not Just a Voicemail
Hotels don't close. Your IT support shouldn't either.
But here's the thing : lots of providers claim to offer 24/7 support. What they actually mean is "we have an out-of-hours number that goes to voicemail, and someone might call you back tomorrow."
That's not good enough. You need a provider with a genuine 24/7 helpdesk staffed by real engineers who can resolve issues remotely : or escalate to on-site support when needed. Ask them about their average response times. Ask what happens at 3am on Christmas Day. Their answer will tell you everything.
The cost of IT downtime in hospitality is significant : every hour your systems are down is revenue lost and guest goodwill damaged.
PMS Expertise is Essential
Your Property Management System is the beating heart of your hotel operation. Reservations, check-ins, housekeeping, billing : it all flows through the PMS. If your IT provider doesn't understand how your specific PMS works, how it integrates with other systems, and how to troubleshoot it quickly, you're setting yourself up for problems.
The best hotel IT support providers will have hands-on experience with major PMS platforms like Opera, Mews, Guestline, Protel, or Clock. They'll understand the integrations with:
- Door lock systems
- Payment gateways
- Channel managers
- Revenue management tools
- Guest engagement platforms
Don't assume your IT provider knows this stuff. Ask them specifically which PMS platforms they support and how many hotels they've helped migrate or maintain on those systems.
Guest WiFi: More Than Just "Internet Access"
Guest WiFi might seem straightforward, but it's actually one of the trickiest areas to get right. Poor WiFi is consistently one of the top complaints in guest reviews : and in 2026, travellers expect fast, reliable connectivity as standard.
A good hospitality IT solutions provider will understand:
- Capacity planning : ensuring the network can handle peak loads (conference days, full occupancy, that 150-person wedding)
- Network segmentation : keeping guest traffic completely separate from your internal systems for security
- Captive portal management : branded login pages, data capture for marketing, terms and conditions
- Bandwidth management : preventing one guest streaming 4K video from tanking speeds for everyone else
This is specialised work. If your IT provider treats guest WiFi as an afterthought, your TripAdvisor reviews will reflect it.
Cybersecurity and PCI Compliance
Hotels are prime targets for cybercriminals. You're handling payment card data, passport details, email addresses : all highly valuable on the dark web. And with AI-powered phishing attacks becoming increasingly sophisticated, the threat landscape is only getting worse.
Your IT support partner must be able to deliver:
- Firewall management and intrusion detection
- Endpoint protection across all devices
- Regular vulnerability assessments
- PCI DSS compliance support
- Staff security awareness training
- Multi-factor authentication (MFA) deployment
If you haven't already, enabling MFA on all email and cloud accounts should be a priority. A breach doesn't just cost money : it destroys trust with your guests.
Look for providers with recognised certifications. A Cyber Essentials certification, for example, demonstrates that the provider meets UK government-backed cybersecurity standards.
Questions to Ask Before You Sign
Before committing to any IT support for hotels provider, here's a quick checklist of questions to ask:
- How many hotels do you currently support? (Look for genuine hospitality experience)
- What's your average response time for critical issues? (Get specifics, not vague promises)
- Do you offer true 24/7 support with live engineers? (Not voicemail)
- Which PMS platforms do you have experience with? (Match this to your system)
- How do you handle PCI compliance? (This should be a core competency)
- Can you provide references from similar properties? (Always verify)
- What's included in your support contract : and what costs extra? (Avoid nasty surprises)
A good provider will answer these confidently. If they stumble or get vague, that tells you something.
The Bottom Line
Choosing the right IT partner isn't just about ticking a box. It's about finding a provider who genuinely understands hospitality : one who can keep your systems running smoothly, protect your guest data, and support you around the clock when things go wrong.
The hotels that get this right gain a genuine competitive advantage. Their operations run smoother. Their staff are less stressed. Their guests have better experiences. And their GMs sleep a little easier at night.
If you're currently struggling with unreliable support, slow response times, or a provider who just doesn't "get" hotels : it might be time for a change.
Ready to explore what proper hotel IT support looks like? Get in touch with our team or use our MSP pricing calculator to see what dedicated hospitality IT services could cost for your property.
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