Hotel IT Support — Frequently Asked Questions

Yes. Hotels never close, and neither does our helpdesk. We offer 24/7/365 remote support with on-call engineer coverage overnight and at weekends. Our support plans are designed specifically for the round-the-clock demands of the hospitality industry.

Our 24/7 helpdesk responds within minutes to critical issues. For on-site emergencies in London, we typically have an engineer on-site within 2–4 hours. We offer guaranteed response time SLAs tailored to your hotel's needs.

We offer both. The majority of IT issues — software faults, connectivity problems, PMS issues, user account problems — can be resolved remotely. Our 24/7 helpdesk handles these immediately. For hardware failures, cabling, and installations, we dispatch an engineer on-site.

We provide on-site IT support across London (including Mayfair, Kensington, Chelsea, Westminster, Soho, Covent Garden, Canary Wharf, Shoreditch, South Bank, Bloomsbury, and Paddington), the Midlands, and the South East. Remote support is available nationwide across the UK.

Yes. We offer flexible managed IT support contracts with monthly pricing, including defined response SLAs, unlimited remote support, on-site visit allowances, proactive monitoring, and patch management. Contracts are tailored to your hotel's size and technology requirements.

We design and deploy enterprise-grade wireless networks using access points from Cisco, Aruba, Ubiquiti, and other leading vendors. Our guest WiFi solutions include proper site surveys, channel planning, bandwidth management to prevent congestion, captive portal login pages, and GDPR-compliant usage tracking.

Yes. We are experienced in phased infrastructure work within operational hotels. We schedule disruptive work (cabling runs, network closet upgrades) during low-occupancy windows, typically overnight or early morning, to minimise guest impact. All work is planned in advance with your operations team.

Absolutely — and we strongly recommend it. We configure separate VLANs and SSIDs to isolate guest traffic from your PMS, payment systems, and staff networks. This is both a security best practice and a PCI DSS requirement. It also prevents guests from consuming bandwidth that affects your operational systems.

Our hotel cybersecurity services include next-generation firewall installation and management, endpoint protection, email security, vulnerability assessments, dark web monitoring, staff phishing awareness training, and incident response. Hotels are a high-value target for ransomware and payment data theft — we help you stay protected.

Absolutely. PCI DSS compliance is one of our specialist services. We conduct a full audit of your cardholder data environment, identify gaps, implement the required technical controls, assist with documentation, and support you through the self-assessment or QSA audit process.

Yes. We supply and install IP-based CCTV systems with remote monitoring access, NVR/DVR recording, and integration with your hotel security team's systems. For access control, we install and configure electronic door entry, key card systems, and biometric access for staff and restricted areas.

Yes. We have experience with all major hotel PMS platforms including Opera, Mews, Apaleo, Cloudbeds, RoomKey, Protel, and many others. We provide setup, ongoing support, staff training, and integration services with payment gateways, booking engines, and EPOS systems.

Yes. We specialise in PMS integrations including connections to channel managers (like SiteMinder and Cloudbeds), online booking engines, payment gateways (Stripe, Worldline, Adyen), EPOS systems, and door lock systems. We ensure data flows reliably between your core hotel systems.

Yes. We help hotels migrate from legacy on-premise PMS platforms to modern cloud-based systems. We manage the data migration, network readiness, staff training, and ensure your integrations with payment and booking systems carry across correctly. We recommend cloud-native platforms that reduce your hardware dependency.

Our free on-site IT assessment includes a WiFi coverage audit across guest rooms and public areas, a network security scan, a hardware health check (servers, switches, workstations), and a review of your current IT setup. You receive a detailed written report with prioritised recommendations — with no obligation to proceed.

We work with hotels of all sizes — from single-site bed and breakfasts and boutique properties with 10 rooms, to large chain hotels and luxury resorts with 500+ rooms. Our support packages are scalable and priced appropriately for your property size.

We work exclusively with hotels and hospitality businesses. This means we understand your operational rhythms, your technology stack (PMS, EPOS, door locks, guest WiFi), your compliance requirements (PCI DSS, GDPR), and the pressure of keeping systems up when guests are checking in. A general IT company treats you like any other business — we treat you like a hotel.

The easiest way to get started is to book a free on-site IT assessment — our team will visit your property, evaluate your current setup, and provide a written report with recommendations. Alternatively, request a quote for a specific project. You can also call us on +44 20 3642 4958 or email [email protected].