Best-in-Class vs. All-in-One: What’s Driving the Shift in Hotel Technology for 2026?

Published on November 6, 2025

The release of a new industry report from the NYU School of Professional Studies Jonathan M. Tisch Center of Hospitality, Stayntouch, and IDeaS Revenue Solutions has brought to light the essential aspects of the hotel technology future. One of the main points in the 2026 Hotel Technology Outlook is the rising trend of hotel professionals choosing Best-in-Class systems for their operations, as they are mainly looking for flexibility, expertise, and high-end features rather than the traditional All-in-One platforms.

The report, based on feedback from over 300 hotel professionals across diverse roles and property types, explores how hotels are evaluating and investing in technology. The findings show that the decision-making process has shifted toward more specialized systems that can integrate seamlessly with a hotel’s core property management system (PMS), enabling greater efficiency and enhancing the guest experience.

The Shift from All-in-One Systems to Best-in-Class Solutions

One of the major takeaways from the report is the growing inclination towards Best-in-Class systems, with 30% of users of All-in-One platforms planning to transition to more specialized solutions in the near future. In comparison, only 14% of Best-in-Class users intend to switch to All-in-One systems. This shift is largely driven by the need for flexibility, customization, and the ability to enhance operational control while optimizing revenue management.

The report highlights that hotels are increasingly seeking systems that can deliver higher levels of performance, data precision, and scalability, with a clear preference for tools that focus on specialization in key operational areas such as guest experience, revenue management, and property management.

Usability and Support Drive Technology Adoption

Another critical factor in the adoption of Best-in-Class systems is usability. According to the findings, ease of use and effective support were identified as top priorities when selecting hotel technology solutions. A large portion of All-in-One platform users (34%) expressed dissatisfaction with training and support, highlighting a significant gap in the experience for many hotel operators. This gap is creating an opportunity for more specialized providers to step in and meet the demand for solutions that offer not only better functionality but also user-friendly interfaces and dedicated customer support.

Best-in-Class Systems: Higher Satisfaction and Retention

Users of Best-in-Class systems report higher satisfaction levels compared to those using All-in-One solutions. For instance, 70% of Best-in-Class users are satisfied with their property management system (PMS), compared to just 55% of All-in-One users. Similarly, 59% of Best-in-Class users express satisfaction with their revenue management solution, versus 51% of All-in-One users. This higher level of satisfaction correlates with stronger retention rates for users of Best-in-Class systems, as these solutions consistently meet the needs of hotel operators in ways that All-in-One platforms often fail to do.

Guest-Facing Issues Linked to All-in-One Systems

One notable issue reported by users of All-in-One systems is a higher incidence of guest-facing problems, such as booking errors, missed preferences, and check-in delays. For example, 57% of All-in-One users reported booking errors, compared to 45% of Best-in-Class users. Similarly, 51% of All-in-One users reported missed preferences, while only 41% of Best-in-Class users faced this issue. These problems arise because All-in-One systems rely on a single platform for multiple functions, which can result in single points of failure that affect the guest experience.

Integration Challenges and Opportunities for Innovation

Despite the growing preference for Best-in-Class solutions, integration remains a key challenge for many hotel operators. 38% of respondents cited integration as a top pain point when implementing new technology. However, this also presents an opportunity for technology vendors to enhance their partnerships and offer more integrated solutions through accessible APIs. By improving the ease of system integration, vendors can better meet the demands of hotel operators and optimize the performance of hotel technology solutions across the industry.

Technology Maturity and Strategy Shaping Hotel Operations

The report also underscores the role of technology maturity in shaping a hotel’s long-term strategy. Larger hotels, particularly those with 101–250 rooms, tend to adopt Best-in-Class systems for their scalability and advanced functionality. Meanwhile, smaller properties (with 100 rooms or fewer) often lean towards All-in-One platforms due to their simplicity and affordability.

A New Era of Hotel Technology

The findings from the 2026 Hotel Technology Outlook indicate that Best-in-Class systems are poised to lead the next phase of hotel technology adoption. As hotels continue to prioritize specialization, flexibility, and functionality, the demand for integrated, high-performing solutions will only grow. Hotels seeking to enhance their guest experience, optimize revenue management, and improve operational efficiency will increasingly turn to Best-in-Class technology to stay ahead in an increasingly competitive market.

With advanced solutions like Stayntouch and IDeaS, hotel operators can unlock greater value from their technology investments, driving both guest satisfaction and financial performance. The shift toward Best-in-Class systems marks a key turning point in the hotel industry’s digital evolution, positioning hotels for long-term success in a rapidly changing market.