Why Guestline is trusted by 80% of Best Western GB members

For over 30 years, Best Western has been building its presence and growing 17 brands across the UK and beyond. And growth is still in the works. What Best Western needs to support this growth and improve the customer experience across its hotels and brands is a reliable property management system that’s slick, responsive, good value for money, and integrates a wealth of vital features.

Guestline is Best Western GB’s biggest PMS supplier in the UK, serving over 80% of its properties across the country. And this trust goes beyond the UK; we’re supporting in Germany and the Netherlands, and beyond Europe in countries like Thailand, Indonesia and Australia.
 

Rob Paterson, chief executive officer at Best Western GB, explained the reason the brand chooses Guestline is because we’re so easy to use - we make switching seamless and our ongoing support after installation is second-to-none. That’ll be partly thanks to our knowledgeable support team on the other end of the phone.

Paterson says: “Our hoteliers are passionate independent hoteliers, and what they really value is the personal experience, the responsiveness. I think with some PMS vendors you can feel like a number. You can go in a queue and you might not hear a response for three weeks, three months.
I think that’s why they select a product like Guestline. It’s very much a product where, if they pick up the phone, they know that they’re going to get hold of somebody and they know the product is reliable.”

As well as these benefits, integration is seamless, with our software integrating with Best Western’s central reservation system to create a two-way interface. We offer the rare benefit of delivering a booking from the central reservation system straight to the hotel’s PMS, which few other providers do but can save the hotel lots of time and admin.

Paterson added: “I have worked with a number of PMSs throughout my career and when you start to stack them up alongside each other and do a simple, objective ‘this is what I’m looking for’, Guestline ticks so many boxes. It’s a reliable, good value PMS, and that responsiveness, integrated side of things is really, really important.”

Ensuring the technology supplier fits the hotel’s needs is vital to keep a hotel running smoothly. Consistency of tech and platforms is vital, too.

“We’d be kidding ourselves if we didn’t think technology was vital in today’s marketplace,” says Jim Muir, head of marketing at Best Western. “From as simple as optimising the website, making sure we drive as many visitors in to book us through our website, to looking at more niche bits of technology such as Upsell Guru, which has an integration with Guestline, through to the ramp platform that we’re developing for our members.

“Anything that can give [hoteliers] more time to spend dealing with the guests and giving them a brilliant experience has got to be a benefit for the individual hotel and the brand as a whole.”

If you’re looking to make your hotel run even smoother with our easy-to-use, multifunctional technology that integrates brilliantly with your current systems, we can help. Learn more about our PMS offering, our Two-Way BW CRS Interface or get in contact to talk about the ways we can improve your business.

To watch the full video interview with Rob Paterson and his thoughts on what makes a great PMS partnership, please click here.