Roughly 69% of hoteliers name integrating new technology with legacy systems as their top barrier, and about 48% cite cybersecurity as a close second. This RFP template is for hotel groups, independent properties, and hospitality operators evaluating a new hotel PMS or planning a custom build.
Before You Start
- [ ] Decide whether you need a single-property PMS or a multi-property system with centralized reporting
- [ ] List every system the PMS must connect to: channel manager, OTAs, POS, revenue management, housekeeping, and payment processor
- [ ] Confirm whether revenue management will live inside the PMS or as a separate connected system — decide who owns that decision before the RFP goes out
- [ ] Set a realistic migration window outside your peak booking season
Section 1: Vendor Background
- [ ] Years serving properties of your size and type (independent, boutique, multi-property group)
- [ ] Reference clients on the same OTA/channel manager stack you use
- [ ] Product roadmap and release cadence for the past 12 months
Section 2: Security and Certifications
- [ ] Current PCI-DSS compliance certification for any component that touches guest payment data
- [ ] Data encryption standards for guest PII at rest and in transit
- [ ] Ask directly for proof of current security certifications — 42% of hotels say they would switch PMS vendors over cybersecurity concerns alone
Section 3: Integration Requirements
- [ ] Native, two-way API integration with your channel manager and OTAs — not scheduled iCal polling, which causes overbooking and rate drift
- [ ] Confirm real-time sync frequency and reconciliation process for rate and availability discrepancies
- [ ] API access for custom guest experience apps, kiosks, or mobile check-in tools
- [ ] Documented webhook support for reservation events (booking, modification, cancellation)
Section 4: Cost, Migration, and Lock-In
- [ ] Full cost breakdown: license/subscription, per-booking fees, integration fees, and support tiers
- [ ] Data export terms — can you extract your full guest and reservation history if you switch vendors later?
- [ ] Migration timeline and rollback plan for moving off your current PMS
- [ ] Contract length and early-termination terms
Vendor Scorecard
| Criterion | Weight | Score (1–5) | Notes |
|---|---|---|---|
| Channel manager / OTA integration quality | 25% | Ask for real-time sync proof, not just "we integrate with X" | |
| Security certifications (PCI-DSS) | 20% | Confirm certification is current | |
| Revenue management fit | 20% | Map who owns pricing decisions across systems | |
| Total cost of ownership | 20% | Include per-booking and integration fees | |
| Migration and data portability | 15% | Confirm you're not locked into proprietary data formats |
Red Flags to Watch For
- Channel manager sync described as "scheduled" rather than real-time, two-way API-based
- No current PCI-DSS certification, or certification for a different product tier than the one being sold
- Vague answers about data export or portability if you leave
- No named reference client on your specific channel manager or OTA mix
How to Use This Template
Send this to three to five shortlisted vendors and require written, specific answers — not marketing copy. Weight channel manager integration heavily; disconnected layers between PMS, channel manager, and OTAs are where revenue actually leaks, not in the booking engine itself. Score every vendor with the same evaluators using the same test scenarios before signing.