Issue #9 | Week of 10/20/2025 | The 2026 Vendor Selection Playbook: Choosing Partners Who Deliver Five-Year Loyalty Value

From the Editor’s Desk

“We have the capital budget approved. Now we need to choose vendors who won’t just install technology – they’ll help us create the compound loyalty effects you described.”

This comment from a hotel GM captures the challenge facing properties nationwide: How do you evaluate technology vendors not just on features and price, but on their ability to help you achieve extreme five-year ROI through guest loyalty multiplication?

I’m writing this from a vendor evaluation meeting in where a hotel group is selecting partners for $2.8M in 2026 technology investments across their portfolio. The difference between choosing the right partners versus the wrong ones will determine whether they achieve the compound loyalty effects we outlined in Issue #8 – or struggle with implementations that drain resources without delivering value.

After 50 years of watching technology vendor relationships succeed and fail, I’ve learned this: The vendor you choose matters more than the technology they sell. Great partners help you achieve loyalty multiplication. Poor partners prevent it, regardless of how impressive their product demonstrations look.

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

This Week’s Big Idea

The “Loyalty Partnership Test”: Why Most Vendor Evaluations Miss What Actually Matters

The best vendor selection process I’ve witnessed didn’t focus on feature comparisons or pricing negotiations. Instead, the hotel asked one transformative question to every vendor: “Show us how your solution helped another property achieve compound guest loyalty growth over three years.”

Traditional vendor evaluation: Features, pricing, implementation timeline, references Loyalty-focused evaluation: Guest experience impact, loyalty value creation, long-term partnership capability, continuous enhancement roadmap

The revealing result: Of seven vendors competing for a $1.2M in-room technology project:

• Five vendors couldn’t provide specific loyalty value data from customer properties
• One vendor showed operational efficiency metrics but no guest satisfaction correlation
• One vendor presented detailed case studies showing guest satisfaction increases, repeat visit growth, referral generation, and ADR premium sustainability over three years

The hotel chose the loyalty-focused vendor despite being 12% more expensive. Three years later, they’ve achieved over 400% ROI through compound loyalty effects – while the “cheaper” vendors are struggling with implementations at competitor properties that generate minimal guest experience differentiation.

The Loyalty Partnership Framework:

• Guest Experience Obsession (vendor measures success by guest satisfaction and loyalty impact)
• Compound Value Understanding (vendor thinks in 3-5 year loyalty multiplication, not just installation completion)
• Continuous Enhancement Capability (vendor relationship strengthens over time, not just at implementation)
• Strategic Alignment (vendor success directly tied to your loyalty value creation)

The lesson: The vendor who helps you achieve five-year ROI through loyalty multiplication is worth far more than the vendor who offers 20% lower pricing but can’t demonstrate loyalty value creation capability.

The Five Critical Vendor Evaluation Categories for 2026 Capital Projects

Based on analyzing successful and failed vendor relationships across 60+ major technology implementations, these five categories predict whether a vendor will help you achieve compound loyalty value:

Category 1: Guest Experience Impact Evidence (30 points maximum)

What to evaluate:

• Guest satisfaction improvement data (10 points: Documented 20%+ improvement = 10, 10-20% = 6, <10% or no data = 0)
• Repeat guest rate enhancement (10 points: Proven 30%+ increase = 10, 15-30% = 6, <15% or no data = 0)
• Loyalty value case studies (10 points: Multiple detailed 3+ year case studies = 10, some examples = 5, none = 0)

Critical questions to ask:

• “Show us three properties where your technology increased guest satisfaction by 20%+ over two years.”
• “Which of your customers achieved the highest repeat guest rate improvement? What was the percentage increase?”
• “Can you provide contact information for properties that have used your solution for 3+ years so we can discuss their loyalty value results?”

Red flags:

• Vendor focuses only on features and functionality, not guest experience outcomes
• Can’t provide specific guest satisfaction metrics from customer properties
• References are recent implementations with no loyalty track record

Category 2: Loyalty Multiplication Capability (25 points maximum)

What to evaluate:

• Personalization depth (8 points: AI-powered individual preferences = 8, basic segmentation = 4, generic = 0)
• Cross-stay continuity (8 points: Seamless experience across all visits = 8, some continuity = 4, single-stay focus = 0)
• Referral enablement (9 points: Creates shareable, memorable experiences = 9, standard experience = 4, commodity = 0)

Critical questions to ask:

• “How does your solution remember and apply individual guest preferences across multiple stays?”
• “What capabilities help guests share and recommend their experience to others?”
• “Show us examples of how your technology creates the ‘magical’ moments guests tell their friends about.”

Red flags:

• Technology treats every guest interaction as standalone (no cross-visit learning)
• No mechanisms for creating memorable, differentiated experiences
• Vendor can’t articulate how their solution drives referral generation

Category 3: In-Room Streaming and Mobile Device Integration (20 points maximum)

What to evaluate:

• Personal streaming service integration (7 points: Seamless casting from guest devices = 7, limited capability = 3, not supported = 0)
• Mobile device connectivity (7 points: Universal smartphone compatibility = 7, limited devices = 3, proprietary only = 0)
• User experience simplicity (6 points: Intuitive self-service = 6, requires explanation = 3, frequently fails = 0)

Critical questions to ask:

• “How do guests access their Netflix and other personal streaming subscriptions on in-room displays?”
• “What’s the average time from room entry to successfully streaming personal content?”
• “How does your solution handle the diversity of guest smartphone platforms and streaming services?”

The streaming imperative: Today’s hotel guests expect to continue their personal entertainment experiences seamlessly in hotel rooms. They don’t want to navigate unfamiliar hotel content systems – they want instant access to their own subscriptions and content libraries from their smartphones.

Guest expectation reality:

• 78% of business travelers expect to stream personal content in hotel rooms (2024 data)
• 65% consider inability to access personal streaming subscriptions a significant room dissatisfier
• 42% would choose a competitor hotel specifically for better streaming capabilities
• Properties with seamless personal streaming capability command 4-8% ADR premiums in business travel segments

Technology considerations:

• Casting technology must support Apple AirPlay, Google Chromecast, and emerging standards
• Authentication simplicity – guests expect to open their phone app and cast immediately
• Quality consistency – streaming must match home experience (4K, HDR when applicable)
• Privacy assurance – automatic guest account logout and no viewing data retention

Red flags:

• Solution requires guests to log into streaming services directly on TV (friction point)
• Limited casting protocol support (only works with one smartphone platform)
• Complex setup process requiring front desk intervention
• Vendor doesn’t understand that guests prioritize personal content over hotel content libraries

Category 4: Long-Term Partnership Capability (15 points maximum)

What to evaluate:

• Enhancement roadmap (5 points: Clear 3-5 year innovation plan = 5, vague future = 2, no roadmap = 0)
• Customer feedback integration (5 points: Actively incorporates customer input = 5, sometimes listens = 2, rigid = 0)
• Financial stability (5 points: Strong company with sustained investment = 5, adequate = 3, concerns = 0)

Critical questions to ask:

• “What major enhancements have you made to your platform based on customer feedback in the past two years?”
• “What’s your 2026-2028 product roadmap and how do current customers influence it?”
• “How many of your customers from three years ago are still with you and have expanded their implementations?”

Red flags:

• Vendor’s customers frequently switch to competitors after 1-2 years
• No clear innovation roadmap or ability to adapt to changing guest expectations
• Limited reinvestment in platform development and enhancement

Category 5: Implementation and Support Excellence (10 points maximum)

What to evaluate:

• Implementation track record (4 points: 90%+ on-time, on-budget = 4, mixed = 2, poor = 0)
• Ongoing support quality (3 points: Responsive, proactive support = 3, adequate = 2, reactive only = 0)
• Training effectiveness (3 points: Staff adoption success proven = 3, standard training = 2, minimal = 0)

Critical questions to ask:

• “What percentage of your implementations in the past year completed on-time and on-budget?”
• “How do you support properties post-implementation to ensure they achieve projected loyalty value?”
• “Can I speak with your front desk staff at a customer property about their experience with your technology?”

Red flags:

• References describe difficult implementations and poor post-launch support
• Vendor focuses on technology capabilities but ignores staff training and adoption
• Support is reactive rather than proactive in helping customers optimize loyalty value

Scoring interpretation:

• 85-100 points: Excellent loyalty multiplication partner – likely to help achieve 550%+ five-year ROI
• 70-84 points: Good partner with some limitations – likely 350-500% ROI potential
• 55-69 points: Adequate vendor but loyalty value uncertain – risk of underperformance
• Below 55 points: Poor fit for loyalty-focused implementation – likely disappoints on compound value creation

The “Vendor Partnership Scorecard”: Evaluate Your 2026 Finalists

Use this framework to score each vendor competing for your 2026 capital projects:

Vendor A: ______________ (Company Name)

• Guest Experience Impact Evidence: ___ / 30 points
• Loyalty Multiplication Capability: ___ / 25 points
• Streaming & Mobile Integration: ___ / 20 points
• Long-Term Partnership Capability: ___ / 15 points
• Implementation & Support Excellence: ___ / 10 points
• Total Score: ___ / 100 points

Vendor B: ______________ (Company Name)

• Guest Experience Impact Evidence: ___ / 30 points
• Loyalty Multiplication Capability: ___ / 25 points
• Streaming & Mobile Integration: ___ / 20 points
• Long-Term Partnership Capability: ___ / 15 points
• Implementation & Support Excellence: ___ / 10 points
• Total Score: ___ / 100 points

Vendor C: ______________ (Company Name)

• Guest Experience Impact Evidence: ___ / 30 points
• Loyalty Multiplication Capability: ___ / 25 points
• Streaming & Mobile Integration: ___ / 20 points
• Long-Term Partnership Capability: ___ / 15 points
• Implementation & Support Excellence: ___ / 10 points
• Total Score: ___ / 100 points

Selection guidance:

• Vendor with highest score becomes primary finalist
• Investigate any vendor scoring 85+ as potentially excellent partner
• Be skeptical of vendors scoring below 70 regardless of pricing
• Consider vendor personality fit and cultural alignment as tiebreaker for close scores

Heritage Wisdom: What 50 Years Teaches About Vendor Partnerships

The most important lesson from five decades of technology vendor relationships: The best vendors become strategic partners who share your obsession with guest loyalty, while poor vendors remain transactional providers who disappear after installation.

In the 1990s, the best PMS vendors didn’t just install software – they helped properties optimize operations and improve guest service over years of partnership. Those vendor relationships often lasted 10-15 years because both parties prospered together.

The worst vendors delivered technically adequate systems but provided no strategic guidance, support, or innovation. Those relationships typically ended within 3-5 years in frustration and expensive replacements.

The four principles that predict vendor partnership success:

1. Shared Success Metrics Great vendors measure success by your guest satisfaction and loyalty outcomes, not just their installation completion and payment collection.

2. Long-Term Thinking Great vendors think in 3-5 year loyalty multiplication timelines and invest in your success accordingly. Poor vendors think in quarterly sales cycles.

3. Continuous Value Enhancement Great vendors continuously improve their platforms and proactively help you optimize results. Poor vendors consider implementation the end of their responsibility.

4. Strategic Alignment Great vendors succeed when you achieve compound loyalty value creation. Poor vendors succeed regardless of your outcomes.

The heritage advantage: When you’ve watched enough vendor relationships over decades, you recognize that the best partnerships create mutual prosperity while the worst create mutual frustration – and the difference is apparent early in evaluation if you know what to look for.

Vendor Selection Success Story: “The $240K Decision That Saved $1.8M”

A 180-room hotel evaluated three in-room technology vendors for a $780K implementation:

Vendor A: $540K (lowest price, basic streaming, minimal loyalty focus)

Vendor B: $780K (mid-price, good streaming, some loyalty capabilities)

Vendor C: $820K (highest price, excellent streaming/mobile integration, strong loyalty partnership approach)

The GM chose Vendor C despite the $280K premium over Vendor A. Reasoning: Vendor C scored 89 points on the Partnership Scorecard versus 58 for Vendor A.

Three-year results:

• Vendor C property: 38% guest satisfaction increase, 340% cumulative ROI, seamless streaming experiences generating consistent positive reviews
• Competitor using Vendor A: 12% satisfaction increase, 140% ROI, frequent streaming connectivity complaints in reviews

The financial impact: The hotel using Vendor C generated $1.8M more incremental revenue than the competitor using Vendor A over three years – far exceeding the $280K price premium.

The GM’s reflection: “Vendor C wasn’t just selling technology – they were partnering with us on guest experience excellence. Their streaming integration particularly exceeded expectations – guests comment constantly about how easy it is to watch their own content. The $280K premium was the best money we spent because it bought us a partner committed to our five-year loyalty multiplication success, not just a supplier who installed equipment and disappeared.”

Vendor Selection Success Strategies: What Works in Practice

Strategy 1: Lead with Loyalty Value Requirements

Begin RFPs and vendor conversations by articulating your five-year loyalty multiplication goals from Issue #8. Vendors who understand and embrace these goals reveal themselves immediately.

Strategy 2: Demand Streaming and Mobile Excellence Evidence

Ask vendors to demonstrate their streaming capabilities live with multiple smartphone platforms and streaming services. Poor solutions reveal themselves instantly in live demonstrations.

Strategy 3: Interview Vendor Customers About Long-Term Value

Speak with properties that have used the vendor’s solution for 3+ years. Ask specifically about loyalty impact, ongoing support quality, and whether they would choose this vendor again.

Strategy 4: Evaluate Total 5-Year Cost Including Enhancement

Compare vendors on total five-year costs including licenses, support, training, and platform enhancements – not just initial installation pricing.

Strategy 5: Choose Partners, Not Just Providers

Select vendors who demonstrate commitment to your long-term success through their investment in customer relationships, continuous innovation, and strategic partnership approach.

This Week’s Challenge

Score your current 2026 vendor finalists using the Partnership Scorecard framework. The exercise often reveals that your “best” vendor choice isn’t the lowest-priced option.

Bonus: Have vendor finalists demonstrate their streaming capabilities using your own smartphone and various streaming services. Solutions that create friction or require complex setup will frustrate guests daily for years.

The Streaming Revolution: What Hotel Guests Actually Want

A note from the field: The #1 in-room technology complaint in 2024 guest surveys isn’t slow WiFi anymore – it’s inability to easily access personal streaming subscriptions on in-room displays.

Guests aren’t asking for larger content libraries from hotels. They’re asking for seamless connectivity between their smartphones and in-room screens so they can watch their content, their way, without friction.

Properties that solve this elegantly see measurable satisfaction improvements. Properties still forcing guests through complex hotel content systems are increasingly viewed as outdated regardless of other amenities.

As you evaluate 2026 technology vendors, streaming and mobile integration isn’t a “nice-to-have” feature – it’s a fundamental guest experience requirement that directly impacts loyalty value creation.

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: robertgrosz@ LinkedIn: www.linkedin.com/in/robert-g-9806552 Speaking inquiries: Ella Steele –

Hotel Innovation Insights is a publication of WorldVue Connect LLC. Our mission: Helping heritage hospitality companies create predictive guest experiences that drive satisfaction, loyalty, and revenue growth.

See you next week,

P.S. – The difference between vendors who help you achieve 550% five-year ROI versus those who deliver 150% ROI often isn’t visible in product demonstrations or pricing proposals. It’s revealed through the evaluation framework in this issue. Use it wisely – your 2026 vendor selections will determine your competitive position through 2030.