IT ‘stitch-up’: Hospitality managers misled with long agreements and hidden costs
That’s according to new, independent report from hospitality technology expert Caternet, which looks to expose and expunge many of the technology frustrations felt across the hospitality industry.
Sixty-four per cent of the 180 managers surveyed in the report said they were deceived by IT companies, with many claiming that their system costs too much but they are now tied into long-term agreements which are difficult to get out of.
“The findings here are frankly unacceptable,” said Caternet’s managing director Jerry Brand. “But they are equally unsurprising given the lack of industry support in terms of quality assurance at sales time, and the lack of truly integrated, modern solutions.
“No one likes a ‘stitch-up’ in any shape or form; it leaves a bad taste in your mouth. Supplier-customer relationships are a two-way thing, they’re about trust and honesty with a few good manners thrown in, or at least they should be. “
Unhappy customers
Cost and margin management remains a prime concern for the industry but this is also tarnished with feelings of disappointment for 81 per cent of managers who are unhappy with their IT system.
Only 10 per cent of managers say they are completely happy with their IT system.
Brand added: “When promises are made about cost, performance and contract terms, people expect these to be transparent from the very start. Sadly, these findings are a reflection of outdated, old-fashioned ‘sales’ approaches where the earth is promised simply to close the deal regardless of the reality.
“In an economy where the struggle to control costs and make margins is a prime concern for many, anything that makes this harder to achieve is very counter-productive for business.”
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