As Rocco Forte Hotels set its sights on significant expansion, adding at least 10 new hotels to its existing 15, the team knew growth would rely on deeper connections with its loyal guest base. But the pandemic upended traditional guest behavior, making it harder to rely on past data to guide future decisions. The group needed a way to pull together insights from across all its properties to understand guests’ preferences and behaviors in real-time, regardless of where they stayed or which systems were in place.

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Adding to the complexity, the group operates in regions like Russia and China, where local regulations require on-premise property management systems (PMS), while other locations use Oracle Cloud. A fragmented tech stack meant a fragmented view of the guest, making personalization and consistent service delivery a challenge.

To unify its guest data and move closer to a true single customer view, Rocco Forte Hotels partnered with Hapi. The Hapi platform made it possible to connect data from both cloud and on-premise PMS installations into a centralized system. This let the team analyze booking behaviors, guest profiles, and spend patterns across the entire portfolio, without rebuilding its tech stack from scratch.

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By plugging into Hapi’s single API, the group was able to have access to Oracle APIs from many PMS instances at one endpoint, whether on-premise or in the cloud, from different geographies, enabling more agile decision-making and marketing execution. Hapi helped the team avoid compromise, offering flexibility to integrate with existing systems while keeping an eye on future growth.