Summary: The article presents a crucial 7-point checklist of foundational questions that resort, timeshare, and vacation club executives must ask potential Property Management System (PMS) vendors. The core argument is that settling for a “cloud-hosted” legacy system or a fragmented “Frankenstein” tech stack leads to data errors, inefficiency, and limits future growth (like AI integration). The checklist highlights how Merlin Software uniquely addresses these issues with its Merlin CORE platform. Key differentiators include authentic Cloud-Native architecture (zero downtime updates), a single unified data source (eliminating data silos between Sales, Accounting, and Front Desk), out-of-the-box management of complex points/fractional ownership, and the use of specialised Web Apps and Portals to streamline staff and owner experiences. The ultimate goal is to transition the business from reacting to errors to proactively utilising clean data for informed strategic decision-making.
Choosing a new Property Management System (PMS) is one of the most significant decisions your resort or community will make. You can’t afford to swap one legacy system for another. You need to ask tough questions that reveal the proper foundation of their technology.
The systems that can genuinely transform your business, like Merlin Software, are built differently.
Here are the seven essential questions your next PMS vendor must be able to answer. If they hesitate, you know they’re not ready for your future.
1 Is Your System Truly “Cloud-Native,” or “Cloud-Hosted”?
The word “cloud” is a marketing term today. Most older systems are “hosted” on a virtual server, meaning they still require manual updates, scheduled downtime, and complex maintenance.
- The Merlin Difference: Merlin CORE is Cloud-Native. This means it was built specifically for the cloud from day one. It updates automatically, scales instantly, and offers far greater security and reliability than a re-hosted legacy system.
- The Answer to Look For: Zero scheduled downtime for updates.
2 Can Your Sales, Accounting, and Front Desk Teams Work from the Same Live Data Source?
Fragmented data is the root of resort inefficiency. Your sales team closes a contract, then the accounting team has to re-enter the data manually. This creates errors and delays.
- The Merlin Difference: Merlin CORE unifies all these functions. Your financial ledger, owner contracts, and inventory status are updated instantly and in one place. No more data silos.
- The Answer to Look For: A guarantee that there is only one database, not multiple systems loosely connected by an API.
3 Does Your Solution Handle Complex Timeshare Points and Fractional Ownership Without Custom Code?
If your vendor needs to write special code just to manage your points-based club, you’re locked into a costly, proprietary solution that won’t adapt to your needs.
- The Merlin Difference: Merlin was designed to address the complexities of the timeshare and vacation ownership industry. Merlin CORE manages all usage rules, exchanges, and financial calculations out of the box.
- The Answer to Look For: A platform that demonstrates how they manage a complex mix of fixed-week, floating, and points-based inventory within their standard configuration.
4 Can My Team Create New Web Apps for Specific Jobs Without Calling Your Developers?
Your Front Desk, Housekeeping, and Maintenance teams all need different tools. If your PMS is a single, bulky program, your staff will feel overwhelmed.
- The Merlin Difference: Merlin Web Apps are simple, specialised tools built on Merlin CORE. They are purpose-built for one job (like checking in a guest or reporting a repair). You can use and arrange these Apps to fit your exact operational flow.
- The Answer to Look For: The ability to add or remove user-friendly, mobile-first apps for specific roles instantly, improving staff efficiency and adoption.
5 If I Need to Connect to a New App (e.g., a New Loyalty Platform), How Open Are You?
Legacy software keeps your data locked in. As technology evolves, you need the flexibility to connect with new apps, marketing tools, and industry partners.
- The Merlin Difference: Merlin is built on an Open API (Application Programming Interface). This means it is designed to connect easily and securely with almost any external application you might need, from advanced revenue management to payment gateways.
- The Answer to Look For: Clear documentation and a history of seamless third-party integrations, proving they don’t lock you into their ecosystem.
6 Does Your Owner Portal Actually Reduce My Staff’s Workload?
A simple owner website that only shows static information doesn’t help your team. The portal needs to handle transactions and account management automatically.
- The Merlin Difference: Merlin Portals allow owners to pay maintenance fees, book their own reservations, manage their profiles, and view real-time account balances. This instantly moves repetitive tasks off your administrative staff’s desk.
- The Answer to Look For: Evidence of measurable drops in customer service calls after the portal launch.
7 Does Your System Provide Real-Time Data Ready for AI and Predictive Analytics?
The future of hospitality is driven by predictive insights (AI). If your data is fragmented or delayed, you can’t leverage these powerful tools for dynamic pricing or personalised offers.
- The Merlin Difference: By unifying your Sales, Ownership, and Financial data within Merlin CORE, you have a clean, consistent stream of information that is immediately ready for advanced analysis. Your system becomes an intelligence engine, not just a ledger.
- The Answer to Look For: A platform built for data consolidation first, which is the necessary first step for successful AI integration.
Don’t settle for another digital sandcastle. Your next PMS must provide the resilient, unified digital foundation your ambitious resort brand deserves.
To begin the conversation about your new PMS, contact Mike Ashton today to arrange an online demo of the Merlin Ecosystem.
Frequently Asked Questions
1. What is the difference between “Cloud-Hosted” and “Cloud-Native,” and why does it matter for my resort’s operations?
The distinction lies in how the software was built.
- Cloud-Hosted: This refers to legacy software that was initially designed for on-site servers, but has been moved onto a virtual server in the cloud (like putting an old car in a new garage). It still requires manual updates, often resulting in scheduled downtime (typically during the night) and higher maintenance costs.
- Cloud-Native (Merlin CORE): This means the software was built from the ground up to use modern cloud technology.
- It matters because Cloud-Native architecture allows for zero-downtime updates, superior scalability, enhanced security, and instant access to the latest features. Your system is always current, secure, and ready for guests, without disrupting your operations.
2. How does a single unified data source in Merlin CORE directly reduce my administrative team’s workload and prevent financial errors?
A single unified data source eliminates the need for manual, repetitive data transfers between different departments, which is the primary cause of errors and a significant contributor to high workload.
- The Problem It Solves: In a typical “Frankenstein” setup, when a Sales deal is closed, a staff member must manually re-enter all contract details into the Accounting system and then update the Inventory system. This triples the workload and introduces a high risk of human error (e.g., miskeyed numbers, wrong dates).
- The Merlin CORE Solution: Because all departments run on one single database, information is shared instantly and automatically.
- When a Sales team closes a deal in Merlin, the financial ledger is updated, and the inventory is instantly removed—all without any manual re-entry. This directly reduces the administrative team’s workload and ensures financial data is always accurate and reconciled.
3. My current system struggles with complex points and fractional ownership rules; how does Merlin handle these without requiring expensive custom code?
Merlin Software was engineered from the ground up to handle the complexity of vacation ownership, meaning complex rules are integrated into its standard configuration, rather than requiring custom development.
- Handling Complexity: Merlin CORE has the built-in logic to manage all variations of usage rights, including:
- Fixed weeks, floating weeks, and split weeks.
- Complex, multi-tier points systems, including banking, borrowing, and expiration rules.
- Fractional ownership and mixed-use inventory.
- The Benefit: Since these sophisticated rules are part of the core product, you avoid the costly, time-consuming, and risky process of writing custom code. Your system remains stable, easy to update, and adaptable as your club’s product offering evolves
