In the highly competitive luxury hospitality market, delivering exceptional service isn’t enough. True differentiation comes from personalization. Langham Hospitality Group, with iconic properties under The Langham and Cordis brands, needed to take its guest experience further by building a full 360-degree view of each guest. However, this vision came with significant data challenges: profiles were fragmented across properties and systems, making it difficult to personalize interactions at scale. Connecting these systems, especially multiple PMS platforms, posed both technical and financial hurdles.

‍

The Group had also outgrown hospitality-specific CRMs that limited customization and flexibility. Leadership knew that achieving its vision would require a scalable platform and the right data foundation to fuel personalized experiences, upselling opportunities, and long-term guest loyalty.

To build the infrastructure for personalization, Langham Hospitality Group selected Salesforce as its CRM platform of choice, giving them the flexibility to design guest profiles and experiences their way. But integrating Salesforce with each property’s PMS wasn’t practical… until the team discovered Hapi.

‍

Hapi Connect offered a smarter path forward by enabling a real-time, two-way data flow between Salesforce and Langham’s multiple PMS platforms. Hapi’s normalization engine cleaned, matched, and consolidated guest data at scale, making it possible for Langham to access high-quality, unified guest profiles across the portfolio. Now, insights can be surfaced at the right moments throughout the guest journey, whether for marketing, operations, or on-property service teams.