Digital solutions are indispensable in the hotel industry. Yet, choosing the right system is crucial—and often a complex decision between broad all-in-one solutions and specialized providers. H24 Hotels, an innovative hotel chain with eight locations in Germany and a focus on fully digitized processes, embarked on exactly this journey. After extensively testing an all-in-one system, they returned to their proven setup with the flexible Property Management System (PMS) apaleo and the digital guest journey specialist straiv.
In an interview, the managers at H24 Hotels, Wilhelm Gruenewald and Rico Eggert, discuss their experiences, the decisive criteria for their system choice, and why they opted once again for the synergy of specialists.
Did you consciously decide back then to switch from a specialist to an all-in-one provider?
Rico: We actually never consciously decided against a specialist like straiv. Rather, as part of a comprehensive PMS system change, we wanted to thoroughly test an all-in-one system. The core product was the Property Management System (PMS), while the guest journey, online check-in, and other modules were additional functions.
We tested these modules intensively and had to conclude that even a complete overhaul of our workflows wouldn’t have made the system suitable for our digital hotel concept.
What expectations did you have for the all-in-one system, and which promises were not fulfilled?
Wilhelm: Our main motivation was to significantly improve upon our old PMS—especially in the areas of performance, openness, and integration capability. We wanted to seamlessly connect our own developments and all our tech partners.
After intensive consultations, it seemed as if the provider’s PMS would align well with our processes. The prospect presented to us, of reaching the level we were aiming for in a short time, even exceeded our initial expectations.
In practice, however, we had to realize that the integrated guest journey and online check-in did not meet our high standards. The decisive “knockout criterion” was the lack of smooth Payment integration with straiv. Although a connection fundamentally worked, payments were not processed as expected during the check-in process. For us as a digitized hotel brand, this was indispensable, and without this function, the system was unusable.
What specific advantages and disadvantages did the all-in-one system have?
Rico: There were definitely advantages compared to our old, classic PMS, such as accounts receivable, detailed reporting, and the integrated e-learning platform. As the name suggests, you get everything from a single source with all-in-one, which simplifies administration. The internal performance between modules was also very good, although this can be achieved just as well with the right combination of specialists.
However, there were two critical disadvantages: The system was not as open as promised—API requests had to be reviewed and approved. The second and most important disadvantage, as mentioned, was the inadequate payment integration with straiv. From our perspective, the all-in-one system had no advantage here over the specialist straiv.
How long did you use the system before deciding to switch?
Wilhelm: We opted for a rollout across eight locations, but first started with a pilot phase in one of our 100-room hotels with a 24/7 reception. This allowed us to test the inadequate online check-in and guest journey. After just three to four months, it became clear that the system could not meet our requirements. We aborted the pilot phase, withdrew the contracts for the other locations, and switched to a truly open PMS—apaleo.
How did you select the new PMS?
Wilhelm: After the failure of the pilot phase with the all-in-one system, it was clear we had to find a new solution. Our intensive search led us to a PMS we had been eyeing for some time. To make it usable for us, we developed our own automations, paving the way for our preferred PMS.
This system is completely open, works perfectly with tech partners and our in-house developments, and offers us maximum design freedom. This meant nothing stood in the way of the rollout across our entire hotel chain. And throughout this, straiv was never up for debate. straiv is a fixed component of our tech stack.
What specifically can the combination of apaleo and straiv do better than the all-in-one system you used?
Rico: We are now on our third PMS working with straiv, and the differences are significant. The interface between apaleo and straiv runs absolutely stable: no bugs, no outages, no faulty transfers.
The payment solution is particularly noteworthy: payment during the check-in process in straiv is directly integrated into apaleo (ApaPay). Guests can even adjust their billing address, which is enormously important for business travelers.
The apaleo/straiv combination also offers more granular setting options for online check-in, which would be impossible to implement with other systems due to lacking interfaces. New features and developments like upselling are always implemented with apaleo first, ensuring we remain technologically advanced.
What advice would you give other hoteliers when selecting a system?
Wilhelm: Every hotelier should first ask themselves which functions they genuinely need and whether the existing workflows are optimal. Digitalization means questioning established habits.
Working with specialized systems is almost always the better route. All-in-one solutions may seem cheaper and simpler at first glance, but as soon as a function becomes business-critical, you should rely on a specialist. Logically, if you have knee problems, you go to a knee specialist, not a general practitioner.
Certainly, using specialists often requires a higher budget. But with the right implementation, processes can be optimized, costs reduced, and revenue increased. This leads to higher guest and employee satisfaction—and that is the only way to achieve a real, measurable Return on Investment.
Are there measurable improvements since switching back to the specialists?
Rico: Yes, and significantly: The number of fully completed pre-check-ins, including payment, has increased by about 50%. This means half of all arriving guests are already checked in upon arrival. Personal data, billing addresses, and upsells are automatically stored in the PMS—with no manual effort for guests or staff.
This saves time, reduces costly booking errors, and massively relieves our team. Staff can better focus on guests, waiting times decrease, and satisfaction rises. And those are just the effects of the guest journey and online check-in. Further features like the “Green Option” or “Smart Feedbacks” amplify this positive effect even more.
What role does flexibility play in system selection?
Rico: Flexibility is essential for us. At H24, we are constantly developing new ideas, testing, and adjusting our processes. For this, we need systems that are open and adaptable.
One example is our guest journey via WhatsApp, where guests automatically receive image and video messages in their native language. This is only possible with flexible systems. straiv offers precisely this adaptability—from communication to individual workflows.
Would you choose the combination of specialized providers again?
Wilhelm: Yes, absolutely. We have tested numerous systems over twelve years to develop a functional system hotel concept. Today, we know exactly which solutions have proven their worth.
Our advice to fellow hoteliers: Take your time with selection and don’t give up after the first disappointments. Many providers only present a fragment without understanding the overall picture. In the combination of straiv with an open PMS like apaleo, that understanding is present—and that makes all the difference. We at H24 Hotel Consulting support and help hoteliers with exactly this, by the way.
How did your team feel about the switch back? More skeptical or relieved?
Wilhelm: Every system change initially causes uncertainty; that’s human nature. But once the successes are measurable, the advantages quickly outweigh the drawbacks. A switch is bumpy at first; you need experts to accompany the team, provide security, and explain the “why.”
When the benefits become tangible, relief sets in, and the team’s mood improves. There are always individuals who resist change, often out of concern for their own job. But the opposite is true: Optimized processes create freedom for the tasks that truly add value and generate revenue.
