Pacific Infotech GroupPacific Infotech GroupHospitality IT, engineered.
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Hospitality-specialist IT, infrastructure & cyber security

Hospitality IT, engineered for the way hotels actually operate.

4-5 star hotels, boutique hotels, new builds, co-living spaces and the wider hospitality sector — designed, deployed and supported by senior hospitality engineers across London, the UK and the EU.

AI technical sales engineer · speaks & listens · knows everything about hospitality IT

20 yrs
Hospitality engineering
24×7
Helpdesk & monitoring
UK + EU
Coverage
1 team
End-to-end, no handoffs
M

Maya

Senior Technical Sales Engineer

Tap the orbto start speaking. When you're done, tap again — Maya will respond. Tap once more for your next question.

Trusted by hospitality groups across the UK

JumeirahMarriott AutographHyattAdagioStoke ParkRealstar GroupThe CollectiveFolk CoLivingLondon House HotelThe Cleaveland GroupDunalastair Hotel SuitesCignia PropertiesJumeirahMarriott AutographHyattAdagioStoke ParkRealstar GroupThe CollectiveFolk CoLivingLondon House HotelThe Cleaveland GroupDunalastair Hotel SuitesCignia Properties
20+Years in hospitality IT

UK & EU experience across 4–5 star, boutique, co-living, MDU and BTR — same engineers, same standard.

£1bn+Hospitality assets managed

The IT infrastructure behind over a billion pounds' worth of luxury hospitality and residential property.

24×7Coverage, always

Engineers across UK, India, US and EU. The phone is answered at 3am because hospitality runs 24×7.

100%Hospitality specialism

We don't do this on the side. Every engineer on the support desk is built specifically for hotels.

Sound familiar?

These are the conversations that usually start our relationships.

If more than two of these sound like your property right now, the Gap Analysis was designed for exactly this conversation.

Guests complaining about Wi-Fi — but your supplier says it's fine

Anecdotal complaints dismissed as device issues. No RF survey. No post-install verification. No accountability.

PMS goes down during peak check-in and nobody fixes it fast

Your IT supplier doesn't know what Opera FIAS is. The PMS vendor blames the network. You're stuck in the middle.

Support tickets sit for days. You get a junior engineer, eventually

The contract promised 24×7. The reality is a shared helpdesk queue and a callback on Monday morning.

A refurbishment is coming and your IT supplier has no hotel experience

No RIBA-stage input. Cabling decisions made without the IT plan. You find out about the gaps on opening night.

You're paying for managed IT but doing half the coordination yourself

Chasing the Wi-Fi supplier, the PMS vendor, the IPTV provider — separately. One contract, three blame games.

You can't get a straight answer on cyber risk exposure

No SIEM. No endpoint detection. A firewall that hasn't been patched in 18 months. And a vague answer when you ask.

Why hospitality IT is different

Hospitality IT is not corporate IT with bedrooms attached.

A failed PMS at 3pm on a Friday isn’t a ticket — it’s fifty guests standing at reception. Ballroom Wi-Fi dropping during a 300-person conference isn’t packet loss — it’s the sales team worrying about refunds. A firewall failure at midnight doesn’t wait until Monday morning because hotels don’t stop operating at 6pm.

Hospitality runs every hour of the day. The technology underneath it has to as well.

That changes how networks are designed, how outages are handled, how support escalates and how vendors are managed. Most generic MSPs were built around office-hours support models for corporate buildings. Hospitality specialists work differently — because the building works differently.

For two decades we’ve delivered hospitality IT support, infrastructure, cyber security and full hospitality technology engineering across luxury hotels, boutique properties, conference-led estates, serviced apartments, multi-dwelling units, build-to-rent and co-living developments. The same engineers who walk a comms room at RIBA Stage 3 are the ones answering the phone at 3am when the PMS forgets how to reach the database. That continuity is the difference.

What we do

Hospitality-specialist services, end-to-end.

One engineering team across Wi-Fi, IPTV, PMS, cyber security, infrastructure, cloud and managed support. No subcontracting handoffs mid-deployment.

Hotel Wi-Fi

Wi-Fi that does not fail when the property is full.

Hotel guests notice Wi-Fi in two places: the first thirty seconds of check-in, and the moment it stops working. We design, deploy and manage enterprise hotel Wi-Fi across in-room, hallway and hybrid configurations — Ruckus, Cisco Meraki and Ubiquiti — with predictive RF survey, post-install verification, and 24×7 monitoring.

  • Predictive RF survey in Ekahau Pro before a cable is pulled
  • RSSI ≥ −67 dBm verified at every guest location post-install
  • Phased deployment, one floor at a time, working hours only
Explore Wi-Fi solutions
Live deployment spec

Hardware

Ruckus R750 · Wi-Fi 6E · 802.11ax

RSSI design floor

−67 dBmverified at every guest location

114

Access points

546

Apartments

2,000+

Residents

Post-install coverage

98.6%

RSSI ≥ −67 dBm across surveyed floor area

Live deployment spec

IPTV platform

LG Pro:Centric · Philips CMND · Samsung LYNK

PMS integration

Opera FIASMEWS REST APITigerTMS

160

Guest screens

Real-time

Guest name

1 VLAN

IGMP multicast

Guest-facing features

Branded welcome screen with guest surname

In-room casting from personal device

Day's weather, hotel info, restaurant menus

Hotel IPTV & PMS

In-room TV that knows the guest’s name.

A modern hotel TV is a brand surface — branded welcome screen, the guest’s surname, the day’s weather, in-room casting from their phone, all of it talking to Opera or MEWS in real time. We deploy IPTV end-to-end across Philips, Samsung and LG hospitality TVs, with Philips CMND, Samsung LYNK, LG Pro:Centric, Uniguest and Sky BrightBox.

  • PMS integration via FIAS protocol (Opera) and MEWS REST API
  • Real-time guest personalisation across all in-room screens
  • IGMP-snooped multicast over a dedicated IPTV VLAN
Explore IPTV & PMS solutions

What’s next

AI that does hospitality work — not generic AI bolted on.

Voice AI receptionists. AI concierges. Automated admin. Predictive maintenance. AI-powered CCTV. Built specifically for hotel workflows, integrated with Opera, MEWS and TigerTMS — and only deployed where the ROI is real.

We won’t sell you a chatbot and call it AI transformation. Every deployment starts with the infrastructure foundations — because AI on a fragile network is just a faster way to fail.

Explore Hotel AI Solutions

Voice AI receptionist

Natural language, 24×7, zero hold time

AI concierge & guest services

Integrated with Opera and MEWS

Predictive maintenance alerts

Before the engineer call, not after

AI-powered CCTV analytics

Anomaly detection, not just recording

Automated admin & reporting

Back-office time returned to the team

Microsoft Copilot rollout

Identity controls applied before deployment

AI capabilities are deployed as part of a managed or project engagement — not as standalone tools.

Project spotlights

What the work actually looks like.

Anonymised at client request. Full references shared privately once a conversation has reached the right stage.

MDU / Build-to-RentCo-Living · South London

114-AP Wi-Fi deployment across 546 apartments — zero resident complaints since launch.

Challenge: A major co-living developer needed carrier-grade Wi-Fi across 546 apartments and shared amenity spaces before opening. Three previous tenders had failed on coverage verification.

Solution: Full predictive RF survey in Ekahau Pro, Ruckus Wi-Fi 6E hardware, private VLAN per apartment, DPSK credential management. Phased floor-by-floor deployment with post-install RSSI verification at every resident location.

Outcomes

  • RSSI ≥ −67 dBm verified across 98.6% of floor area
  • 2,000+ residents connected from day one
  • Zero Wi-Fi complaints logged in first 6 months
Hotel4-Star Hotel · Central London

PMS migration to MEWS + 160-screen IPTV overhaul delivered to opening night.

Challenge: A central London hotel undergoing full refurbishment needed a concurrent PMS migration from legacy Opera to MEWS and a complete IPTV replacement — coordinated to land on opening night with no guest-facing delay.

Solution: MEWS REST API integration, LG Pro:Centric IPTV across 160 guest rooms, IGMP-snooped multicast over a dedicated IPTV VLAN, branded welcome screen with real-time guest name personalisation pulled from PMS.

Outcomes

  • Live PMS integration verified across all 160 screens at soft opening
  • Guest satisfaction scores up 18 points in first post-refurb TripAdvisor cycle
  • Zero IPTV tickets in first 90 days of operation
HotelBoutique Hotel Group · Scotland

Managed IT takeover, HA firewall pair and SentinelOne — recurring outages eliminated.

Challenge: A Scottish boutique hotel group was suffering repeated Wi-Fi outages during peak occupancy and a cyber incident that had exposed guest data. Their incumbent MSP had no hospitality engineering depth.

Solution: Full managed IT takeover, Ruckus R750 AP refresh, HA FortiGate firewall pair with automatic failover, SentinelOne endpoint protection across all property systems, 24×7 monitoring with a 15-minute P1 SLA.

Outcomes

  • Zero unplanned outages in 12 months post-deployment
  • Cyber Essentials compliance achieved within 90 days
  • Incumbent supplier transition completed without guest disruption

Client feedback

What clients say after the first year.

We had three Wi-Fi suppliers in four years — each one promising what the last failed to deliver. Pacific came in, did a proper RF survey, and we haven't had a single guest complaint since. It just works, which is all we ever wanted.
J

IT Director

4-star hotel, Central London

The Gap Analysis was genuinely useful — no sales pitch, no slide deck. They found three things our incumbent had missed for two years and wrote it up clearly. We moved our full managed support contract across within six weeks.
S

General Manager

Boutique hotel group, Scotland

What I appreciated was that they knew Opera FIAS before we mentioned it. Every previous supplier would say 'we'll check with the vendor'. Pacific configured the IPTV integration themselves, same day. That's the difference between hospitality IT and generic IT.
R

Operations Manager

Serviced apartments, Manchester

Attributed by role and property type at client request. Full references available at the appropriate stage of conversation.

How most relationships start

The Hotel IT Gap Analysis — free, in-person, sixty focused minutes.

  • 60 minutes onsite at the property
  • Senior hospitality engineer, not a salesperson
  • No software installed. No scanning tools.
  • Short written summary with prioritised next steps
Book a free 60-min IT Gap Analysis

The single most useful thing a hotel can do before spending money on infrastructure, security or a supplier change is to have a senior hospitality engineer sit down with the right person and walk the property for an hour.

We meet with the IT Director, GM, CFO, CEO, IT Admin — whoever best understands the operational pressure the property is under. No disruption to the incumbent provider.

Some hotels arrive with a specific issue. Others want a second opinion before a refurbishment, a Wi-Fi refresh, a PMS migration or a cyber-security project. Some want to confirm that what they already have is healthy.

What you take away is a short written summary with practical observations — usually a few pages, not a 200-page consulting document.

How it works

From first conversation to full support — what to expect.

No ambiguity, no surprise scope, no disappearing after the sale. Here is exactly what happens after you make contact.

01

Free Gap Analysis

60 min · onsite · no obligation

A senior hospitality engineer walks the property with you. No software installed, no scanning tools, no sales script. You get a short written summary — usually within a few days — with honest observations and prioritised next steps.

02

Tailored Proposal

Within 5 working days

If the Gap Analysis surfaces work worth doing, we write a proposal specific to your property — technology stack, budget range and timeline. No generic slide deck. No minimum spend pressure.

03

Transition — we handle it

Typically 2–4 weeks

We manage the full handover from your current IT supplier. Credentials, documentation, vendor contacts, monitoring — all transferred. Your incumbent is notified professionally. Guests never know it happened.

Worried about your current supplier? We handle everything — passwords, documentation, third-party vendor relationships. A smooth handover is part of the service, not an afterthought.

04

Ongoing partnership

24×7 · quarterly reviews · named SDM

You get a named Service Delivery Manager, not a shared inbox. Quarterly technology reviews keep the roadmap current. Everything from 3am P1 calls to annual infrastructure planning — one team, one relationship.

Our SLA commitments

15 minP1 acknowledgement
≤ 1 hrSenior engineer engaged
24 × 7Helpdesk availability
99.9%Uptime SLA

SLAs are defined by ticket priority, set during onboarding to reflect your property’s operational reality. Critical means what you say it means — not what a generic helpdesk contract says it does.

Start with the Gap Analysis

Our technology partners

Built on the kit hotels actually run.

Vendor-neutral by design. The recommendation for any property comes from the survey, the budget and the operational fit — not from the discount we have this quarter.

Core infrastructure

MicrosoftDellHPELenovoCiscoFortinetPalo AltoVMware

Network & Wi-Fi

RuckusCisco MerakiUbiquitiHPE ArubaNomadixSentinelOneCrowdStrikeVeeam

Hospitality platforms

Oracle HospitalityMEWSPhilipsSamsungLGTigerTMSUniguestHikvision

Partner status accreditations are being established progressively under Pacific Infotech Group Ltd. Listed vendors reflect technologies actively deployed across our client estate.

Where we work

Across the hospitality sector — not generic commercial IT.

Across London, the UK and Europe. Detailed project references are shared privately on request once a conversation has reached the right stage.

  • 01

    Hotels

    4-5 star, boutique, luxury resorts and conference-led properties.

  • 02

    Serviced apartments

    Long-stay, branded operator and aparthotel formats.

  • 03

    Multi-Dwelling Units (MDU)

    Private VLAN architecture, DPSK, apartment-level isolation.

  • 04

    Build-to-Rent (BTR)

    Resident connectivity with carrier-grade reliability.

  • 05

    Student accommodation

    High-density, high-turnover environments engineered for the load.

  • 06

    Co-living developments

    Shared SSID, apartment-level segmentation engineered underneath.

  • 07

    New-build hospitality projects

    RIBA-stage consultancy with architects, MEP consultants and operator teams.

About Pacific

Hospitality is the part we engineer for.

London office

71-75 Shelton Street
London, England
WC2H 9JQ

Pacific Infotech Group Ltd delivers hospitality IT support, infrastructure and cyber security from our London office, and is a sister concern of Pacific Infotech UK Ltd. The wider group has spent two decades engineering technology for hotels, hospitality groups and operationally complex buildings across the UK, EU, US and India — and Pacific Infotech Group is the dedicated hospitality arm of that capability.

We don’t try to be everything to everyone. We work where the building runs every hour of the day, where the network has to survive 600 guests at breakfast, where the PMS has to talk to Opera FIAS without supplier finger-pointing, and where a quiet Tuesday afternoon outage is still operational drama.

That’s hospitality. That’s the part we engineer for.

FAQ

Questions we get asked most.

Straight answers. If yours isn’t here, the Gap Analysis is the fastest route to a useful conversation.

We deliver managed IT support, infrastructure, Wi-Fi, IPTV, cyber security, cloud and telephony to hotels, serviced apartments and residential buildings across the UK and EU. We're a hospitality specialist — not a generalist MSP that also does hotels as an afterthought.

A generic MSP knows Windows and Azure. We know Opera FIAS, Ruckus RF planning, IPTV headends, PMS integrations, VLAN architecture for MDUs, and what happens to your network during breakfast service when 600 guests try to stream simultaneously. That difference shows up in every project.

It's 60 minutes onsite with a senior hospitality engineer — not a salesperson. We walk the building, review what you have, and give you a short written summary with prioritised recommendations. It's free because it's how most of our best client relationships start, and because it costs us very little to be genuinely useful upfront.

Usually within one to two weeks of first contact. The assessment itself is 60 minutes on your site; the written summary follows within a few days. No software installed, no scanning tools, no disruption to your existing provider.

Yes. 24×7 helpdesk with defined SLAs. P1 incidents — total network failure, PMS down, security event — get an immediate response regardless of day or time. Hotels don't have business hours, and neither does our support.

15-minute acknowledgement, senior engineer engaged within the hour. If you've had an MSP that treats hotel outages as Monday-morning tickets, you'll notice the difference quickly.

We coordinate with your PMS vendor and manage the integration layer — Opera FIAS, MEWS REST API, TigerTMS and others. We don't pass the ticket back because it should 'go to Oracle'. One point of contact for the full stack.

London-headquartered, with engineers and support teams across the UK, India, EU and US. All senior engineering and client-facing work is UK-based. The India team handles out-of-hours tier-1 monitoring; the UK team owns every relationship and all complex work.

Typically 12 months, though we're flexible for properties mid-refurbishment or in transition. Ad-hoc support — first 30 minutes free — is available without any contract if you just need an experienced hand for a specific problem.

ISO-aligned and working toward formal Cyber Essentials Plus certification. We implement the controls either way — the badge follows the practice, not the other way around. We'll tell you honestly what we have and what we're working toward.

Ready to talk?

Recurring Wi-Fi complaints. Supplier friction. A refurbishment coming up.

If something on this page sounded familiar, the Gap Analysis is the right first conversation. No obligation. No slide deck. No sales script. Just a useful hospitality technology discussion with a senior engineer who has walked the building before.

Book a free 60-min IT Gap Analysis

Pacific Infotech

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