From the Editor’s Desk

“We’ve been burned by technology vendors before.”

I heard that exact phrase four times this week – from GMs in four major cities. Each had horror stories of overpromised solutions that under-delivered, implementations that disrupted operations for months, and partnerships that felt more like hostage situations than collaborations.

After 50 years of watching technology partnerships succeed and fail spectacularly, we’ve learned that the difference isn’t usually the technology itself – it’s how the partnership is structured and managed.

This week’s edition is being written from my travels to Denver, where I just spent two days with a hotel chain that’s achieved something remarkable: seven consecutive successful technology implementations with zero major disruptions. Their secret isn’t finding perfect vendors – it’s building partnerships that set everyone up for success.

Today, I’m sharing their playbook for technology partnerships that work.

Robert Grosz, President, WorldVue Connect LLC & Sparro Technologies LLC

This Week’s Big Idea

The “Partnership Success Formula”: Why Most Technology Implementations Fail Before They Begin

Here’s the uncomfortable truth: 85% of hotel technology disappointments stem from partnership problems, not product problems.

The most successful hotel technology implementation I witnessed this year happened because the GM asked one brilliant question during vendor selection: “What happens when things go wrong?”

Most vendors gave polished responses about quality assurance and testing. One vendor said: “When things go wrong – and they will – here’s exactly how we’ll handle it together.”

That vendor got the contract. Six months later, the implementation delivered 40% beyond projected results.

The difference: Instead of selling a perfect solution, they built a partnership designed to handle imperfection excellently.

The Partnership Success Formula:

• Shared Risk (vendor success tied to your success)
• Transparent Communication (problems discussed, not hidden)
• Collaborative Problem-Solving (working together, not finger-pointing)
• Measurable Outcomes (clear success metrics for everyone)

The insight: Great technology partnerships aren’t about finding vendors who never have problems – they’re about finding partners who solve problems with you rather than for you.

The Five Partnership Models: Know Which One You’re Getting

After analyzing 200+ hotel technology implementations, I’ve identified five distinct partnership models. Understanding which one you’re entering can save you months of frustration:

Model 1: The “Set It and Forget It” Partnership (15% of vendors)

• What they promise: Turnkey solution with minimal ongoing involvement
• When it works: Simple, well-established technologies with minimal customization needs
• Red flags: Resistance to discussing post-implementation support
• Best for: Basic operational tools (POS systems, simple booking engines)

Model 2: The “Hand-Holding” Partnership (25% of vendors)

• What they promise: Extensive training and ongoing support
• When it works: Complex systems requiring significant staff behavior changes
• Red flags: Support costs that escalate unexpectedly after year one
• Best for: Property management systems, comprehensive guest experience platforms

Model 3: The “Co-Innovation” Partnership (20% of vendors)

• What they promise: Collaborative development based on your specific needs
• When it works: When you have unique requirements and internal technical capacity
• Red flags: Unlimited scope creep without clear boundaries
• Best for: Custom integrations, proprietary guest experience solutions

Model 4: The “Scaling Together” Partnership (30% of vendors)

• What they promise: Growing capabilities as your needs evolve
• When it works: Multi-property implementations with phased rollouts
• Red flags: Success metrics tied only to their growth, not yours
• Best for: Chain-wide implementations, expanding technology ecosystems

Model 5: The “Strategic Alliance” Partnership (10% of vendors)

• What they promise: Long-term collaboration across multiple technology areas
• When it works: When you need integrated solutions across multiple operational areas
• Red flags: Vendor lock-in that limits future flexibility
• Best for: Comprehensive technology overhauls, multi-year transformation projects

Key insight: 90% of partnership disappointments come from misaligned expectations about which model you’re getting.

The “Partnership Audit”: 12 Questions That Predict Success

Before signing any technology contract, ask these twelve questions. Vendors who answer confidently and specifically usually deliver better results:

Financial Alignment Questions:

1. “How is your success measured if our project exceeds expectations?”
2. “What happens to your compensation if we don’t hit success metrics?”
3. “How do you handle cost overruns on your end versus our end?”

Problem-Solving Questions:

4. “Walk me through your process when a client calls with an urgent problem.”
5. “What’s the biggest implementation challenge you’ve had in the last year and how did you handle it?”
6. “How do you handle feature requests that arise during implementation?”

Communication and Support Questions:

7. “Who specifically will be our day-to-day contact throughout implementation?”
8. “How do you keep hotel operations running smoothly during major system changes?”
9. “What does your typical communication schedule look like during implementation?”

Long-term Partnership Questions:

10. “How do you handle system updates that might affect our customizations?”
11. “What’s your process for incorporating client feedback into product development?”
12. “How do you help clients maximize value from your solution after go-live?”

Scoring system: Vendors who provide specific, detailed answers to 10+ questions typically deliver 300% better results than those who give generic responses.

Heritage Wisdom: What 50 Years Teaches About Vendor Relationships

The best technology partnerships we’ve seen in five decades share one common characteristic: They treat implementation as the beginning of the relationship, not the end.

In the 1990s, hotels that succeeded with early property management systems didn’t just buy software – they built relationships with vendors who understood hospitality operations. Those partnerships evolved over decades, creating competitive advantages that pure technology purchases never could.

Today’s most successful hotel technology partnerships follow the same pattern:

Phase 1: Discovery Partnership (Months 1-2)

• Vendor invests time understanding your specific operational challenges
• You invest time educating vendor about your guest experience standards
• Both parties align on success metrics and communication protocols

Phase 2: Implementation Partnership (Months 3-6)

• Regular check-ins focus on guest and staff impact, not just technical milestones
• Problems get solved collaboratively with shared accountability
• Adjustments happen quickly based on real-world operational feedback

Phase 3: Optimization Partnership (Months 7-12)

• Ongoing refinements based on guest feedback and operational data
• Vendor helps identify new opportunities for improvement
• Success stories get documented and shared for mutual benefit

Phase 4: Evolution Partnership (Year 2+)

• Vendor incorporates your feedback into product development
• You get early access to new features aligned with your needs
• Partnership becomes competitive advantage for both organizations

The heritage advantage: When you’ve seen enough technology cycles, you recognize that the most valuable vendors become long-term strategic partners, not just solution providers.

Reader Success Story: The “Partnership Pivot” That Saved $180,000

This response from David K., Director of IT for a 300-room resort, perfectly illustrates partnership principles in action:

“Six months into our guest experience platform implementation, it became clear the original scope wouldn’t deliver what we needed. Instead of pointing fingers, our vendor partner said, ‘Let’s figure out what success looks like and work backwards.’ They absorbed the additional development costs because they realized their initial assessment was incomplete. The final solution exceeded our original goals and they earned a 3-year extension. That partnership approach saved us from a $180,000 mistake and delivered a system that’s now generating $400,000 in additional annual revenue.”

Key insight: Great vendor partners take responsibility for outcomes, not just deliverables. When problems arise, they ask “How do we fix this together?” rather than “Why didn’t you tell us about this requirement earlier?”

Partnership Red Flags: Warning Signs to Watch For

After 50 years of technology partnerships, these behaviors predict problems:

During Sales Process:

• Reluctance to provide references from similar-sized properties
• Generic proposals that could apply to any hotel
• Pressure to sign quickly with “limited-time” pricing

During Contract Negotiation:

• Vague success metrics or deliverables
• All risk transferred to client with minimal vendor accountability
• Support and maintenance terms buried in fine print

During Implementation:

• Communication only happens when you initiate it
• Problems blamed on “unique client requirements” not disclosed earlier
• Key team members disappear after contracts are signed

Warning sign that predicts 90% of failed partnerships: Vendor representatives can’t explain how their solution specifically addresses your property’s unique guest experience challenges.

Implementation Corner: The “Partnership Success Plan”

For any technology implementation starting in the next 90 days, create this simple partnership success plan:

Week 1: Set Partnership Expectations

• Define success metrics for both parties
• Establish communication protocols and schedules
• Identify decision-makers and escalation procedures

Week 2: Align on Problem-Solving Approach

• Discuss how issues will be identified and resolved
• Agree on change management processes
• Set boundaries around scope changes and additional costs

Week 3: Create Feedback Loops

• Schedule regular check-ins with operational staff
• Plan guest feedback collection during implementation
• Establish post-implementation optimization schedule

Week 4: Document Partnership Agreements

• Confirm all expectations in writing
• Create accountability measures for both parties
• Plan success celebration and lessons learned documentation

What’s Next

• Next week’s focus: “The Staff Success Formula” – How the best guest experience technology makes your team more successful, creating a virtuous cycle of better guest experiences and higher retention.
• Upcoming deep dive: “Technology Integration Strategies for Multi-Property Operations” – How successful hotel groups roll out innovations across multiple locations without disrupting operations.
• Partnership announcement: I’m excited to share that WorldVue Connect has developed new partnership evaluation frameworks that help hotels assess vendor alignment before implementation begins. More details in upcoming issues.

This Week’s Challenge

If you’re currently evaluating technology vendors, use the 12-question audit framework above.

Send me the results – I’m tracking which questions generate the most revealing vendor responses.

Bonus challenge: If you’re currently in a technology partnership that’s not delivering expected results, try the “partnership pivot” approach from David’s story. Sometimes asking “How do we succeed together?” can transform a failing implementation into a breakthrough success.

About Hotel Innovation Insights

This newsletter comes from the intersection of 50 years of hospitality heritage and tomorrow’s breakthrough thinking. Published weekly for hotel executives who want to lead rather than follow the innovation curve.

Publisher: Robert Grosz, President of WorldVue Connect LLC and Sparro Technologies LLC

Subscribe: https://www.worldvue.com/hotel-innovation-insight

LinkedIn: www.linkedin.com/in/robert-g-9806552  

Speaking inquiries:  Ella Steele, VP of Marketing and PR – Esteele@worldvue.com  

Hotel Innovation Insights is a publication of WorldVue Connect LLC.

My mission: Helping hospitality companies leverage technology to enhance rather than replace the human experiences that define great hotels.

See you next week,   

P.S. – Next week’s issue on staff success includes interviews with front desk managers, housekeeping supervisors, and concierges who’ve seen their jobs transformed by well-implemented guest experience technology. Their insights on what works (and what doesn’t) will surprise you – especially what they say about the difference between technology that helps them versus technology that replaces them.