AU & NZ
SG
MY
US
IE
Success story:
Bike and Boot Hotel Group
Bike and Boot’s smart move back to Access Hospitality
The background
It has been quite the journey for the Bike and Boot Hotel Group, but they have now restored clarity and control by switching back to Access Hospitality’s Guestline from another provider. They were aiming for greater automation and modernisation; however, the reality of this provider fell far short of expectations.
Within a small period, the team faced operational challenges and financial surprises that disrupted efficiency and confidence. We welcomed them back and helped steer them on the road to recovery with our powerful hotel management solutions that can never be replaced.
The challenge
As the Bike and Boot team settled into their new provider’s software, there were many issues that impacted their daily operations such as:
- Limited support during onboarding
The “self-service” setup meant no dedicated support during installation, minimal staff training guidance and no hands-on help when problems arose. This led to workflow confusion and increased internal resource strain.
- Unexpected costs
What appeared cost-effective quickly became expensive. The first invoice was more than double the expected amount, and hidden transaction fees and add-on charges were not disclosed upfront, causing budget overruns and a loss of financial trust.
- Poor customer service
Instead of responsive human support, the team faced automated chatbots, slow escalation processes and no real-time help during urgent situations. This caused frustration and operational delays, as well as issues being left unresolved.
- Inefficient reporting
Basic operational insights required multiple reports and manual cross-checking. In contrast, our all-in-one software had previously provided one consolidated report, which saved time and reduced errors.
The solution
Returning to Access Hospitality and Guestline was the clear choice, as we provide:
• Hands-on onboarding and reliable ongoing support
• Transparent pricing with no hidden surprises
• Human customer service dedicated to resolving issues quickly
• Powerful, consolidated reporting that simplifies daily operations
Our combination of smart technology, AI-powered tools and instant service aligned perfectly with the needs of a multi-property hotel group like Bike and Boot.
The results
The impact of switching back to Access Hospitality’s Guestline property management system was immediate. Operational stability returned, reporting became efficient and financial clarity was restored. When Simon Kershaw, the Brand and Development Director, announced the decision to return to Access Hospitality and Guestline, the entire team cheered, which is a true reflection of the confidence and trust we inspire for our customers.
As our Managing Director, Champa Magesh, explains:
"Operational excellence starts with visibility and control. Scalable technology solutions give hospitality leaders the confidence to grow without compromising on service quality or guest satisfaction."
