Customer Profile

Legacy Hotels & Resorts 

Legacy Hotels & Resorts is a collection of three and four star properties across the UK and southern Spain.

The properties are run by Legacy Hotel Management Services, an innovative hotel and leisure management services company.

The company focuses on the attributes of each property, whilst providing the benefits of scale and management expertise that come from being part of an expanding portfolio of hotels.


The group were using an old, out-of-date PMS that was on-premise and wasn’t fulfilling their needs. They required: 

  • A cloud-hosted solution with remote access.
  • The ability to pull off reports, analyse data and track revenue.
  • A slick, easy to use PMS - staff turnover can be high within the hospitality industry, so the system needed to be simple to use to reduce training costs and improve productivity.
  • Efficient customer service and hands on support when required.


Legacy Hotels selected the comprehensive suite of Guestline hospitality solutions to better suit the needs of the group. This included:


Common platform across the group:

Legacy have now chosen Guestline as preferred PMS partner so as soon as a hotel needs a new PMS, Rezlynx PMS is installed to drive continuity and efficiencies across the group.

Cloud hosted:

Implementation is stress free and the systems are accessible remotely.

Increased average daily room rate: 

As an example in one property, the ADR increased by over £7 against budget in the first year of going live. In year two, the ADR increased by an additional £8 - a 22% increase on the original budget.

Cost effective solution:

The systems enable the group to monitor revenue streams more closely and identify opportunities.

Increased staff productivity:

As the system is more automated and simpler to use, it has freed up time on reception so additional jobs and responsibilities can be undertaken.

Multi property functionality:

The group benefit from having complete control across their portfolio of properties from one system. Managers can easily review and manage operations across all properties from one screen and access a simple, group-wide overview of occupancy, bookings, revenue and sales. The systems are fully accessible from any site, there is no need to log into/out of separate systems. 

Streamlined rate management:

All channels are in rate parity. All rates are mapped through Trust Voyager, so all bookings are entered on the 2-way system on the correct rate codes and rate plans. This has reduced manual inputting and saved time on reservations.

Live, 2-way availability:

This gives more exposure online across the channels as close outs are minimal and working from live availability. Special offers are easy to set up and run.

Intuitive systems:

The systems are easy to use and navigate. It’s simple to locate reservations, check in and out, facilitate room billing etc. New users can be trained up on the system in-house.


When a staff member needs assistance, the Guestline Support team have effectively assisted within 24 hours of any queries raised.

Increased visibility:

The Conference and Banqueting system allows the diary to be checked from any PC, which is useful if the sales team are on calls or away from the office. Information is more readily available to all team members thus increasing sales.

Improved marketing:

Pre and post stay e-mail functionality helps to communicate with our guests and build a rapport before they even arrive. It also increases complementary sales.

Best Western integration (there is one Best Western property in the portfolio):

Allows Best Western to have access to the data to track sales, remarket rooms and drive sales.

Seamless booking process:

From a guest perspective, the booking process is an improved experience. All rates and room types are visible and up selling is made easier.


Provides useful statistics and improves stock control.

Improved staff consistency:

The group can monitor staff work and ensure procedures are being adhered to.

The Guestline systems have allowed us to become much more efficient in our operations and in utilising the data collected across our properties. The two- way interface with Best Western allows information to be shared easily across the partnership making marketing and reporting a much simpler exercise.

The Conference and Banqueting tool has assisted us in driving more revenue
growth across the properties and the Guestline systems are easy to use,
allowing us to train new staff quickly and cost effectively.

The whole booking process is a much simpler and speedier process, making the
customer journey more enjoyable for our guests.

Guestline is a company with great customer service and hands on support
when required which is exactly what we wanted in choosing a provider

Tori Ackling
Group Revenue and Distribution Manager

Streamlined rate management
increase in ARR in year 1
Improved group visibility and reporting