From fragmented data to commercial confidence: Legacy Hotels’ journey

Hotel groups don’t lack data; they struggle to use it.

It lives everywhere: in PMS systems, RMS tools, brand reports, spreadsheets, and dashboards that don’t speak to each other.

Teams spend hours pulling numbers, aligning data, and answering basic questions like: where did yesterday’s business come from?

For Legacy Hotels & Resorts, this was exactly the challenge.

But the complexity ran deeper. With multiple brands, systems, and a growing portfolio, the business needed more than better reporting. It needed clarity, speed, and consistency across the board.

About Legacy Hotels & Resorts

Legacy Hotels & Resorts is a UK-based hotel management company overseeing a diverse portfolio of properties across the country.

Its portfolio includes a mix of 3- and 4-star hotels, branded properties including Marriott, Hilton, Best Western, and Accor, alongside independent properties.

This diversity creates both opportunity and complexity. Each brand operates with its own systems and reporting structure, making it difficult to create consistency across the portfolio.

The Problem

Before Juyo, Legacy’s analytics environment looked familiar to many hotel groups: data existed, but it was fragmented, manual, and difficult to rely on.

“We had a lovely Excel spreadsheet… but we were trying to get various different feeds into it. A lot of it was gut feel — you thought something was right.” — Tori Ackling, Group Commercial Director at Legacy Hotels

This led to several core challenges:

1. Fragmented Systems Across Brands

With multiple branded and independent properties, Legacy faced a fundamental issue: data lived in different systems that didn’t connect. Each property — and each brand — had its own PMS, RMS, and even reporting tools.

This made it nearly impossible to get a unified view across the portfolio.

2. Time-Consuming Manual Work

At the property level, the impact was even more tangible.

“I would have to use three or four different systems in three or four different ways to get the information… what did we pick up yesterday would then roll into 20–30 more questions.” — Bernadette Dennel, Senior Cluster Revenue Manager at Legacy Hotels

Answering even simple questions required pulling multiple reports, switching between systems, and manually reconciling data. Across the group, this often took hours.

3. Lack of Clarity for Decision-Making

Without a single, trusted data source, decisions often fell back on intuition. This created friction not only within the revenue team but also when communicating with GMs, operation leaders and owners.

4. Pressure from Ownership & Cost Structure

From a commercial perspective, Legacy faced an additional challenge: proving value to hotel owners while controlling costs.

They wanted to reduce reliance on brand-managed revenue services and bring revenue management in-house, while still delivering strong reporting and analytics.

But without the right tools, this wasn’t feasible.

Choosing and Onboarding Juyo Analytics

Legacy’s search for an analytics solution went beyond features; it came down to fit.

They evaluated several providers, but the decision ultimately came down to three factors:

• Partnership: For Legacy, this was new territory, so they needed someone to guide them through it.

“We’d never had a tool like this before… we needed to be guided through every step. Treat us like we’re completely new to it.” —  Tori Ackling, Group Commercial Director at Legacy Hotels

• Flexibility: As a management company, Legacy needed a solution that could work across multiple brands, different systems, and varying data structures.

“We were looking for a partner that could understand us as a management company with different brands and systems.” —  Tori Ackling

• Simplicity: Another decisive factor was commercial clarity both in the product and commercial model. Legacy needed a system with straightforward pricing, an intuitive interface, and a clear onboarding process.

Juyo stood out as the right choice. The combination of a collaborative partnership, flexibility to work across multiple brands and systems, and intuitive interface made the decision feel seamless.

Implementation was straightforward and guided, and their ongoing support became a major differentiator.

“If we drop them a note, they come back usually within the hour… one of the best support teams I’ve worked with.” — Bernadette Dennel, Senior Cluster Revenue Manager at Legacy Hotels

How Juyo Fixed the Problem

Juyo brought all performance data into one place. Instead of navigating multiple systems, teams can now log in, select a property, and instantly see performance data.

“You log on and it’s in front of you. You don’t even have to press anything.” — Bernadette Dennel, Senior Cluster Revenue Manager at Legacy Hotels

The impact on efficiency was immediate.

“It’s literally click, click — there’s the information. Not ‘give me three hours and I’ll pull something together.’” — Bernadette Dennel

Revenue managers can now instantly answer:

• Where did bookings come from?
• Which segments are performing?
• What rates are driving demand?
• Where are cancellations happening?

With Juyo, Legacy now has access to:

1. Data that everyone understands: Juyo made data accessible and usable across the entire organization. For the first time, teams were working from the same numbers. “GMs can clearly see what it’s telling them… not trying to understand my spreadsheets.” — Bernadette Dennel
2. Daily reporting and decision-making: Juyo became embedded in daily workflows. The platform enables real-time pickup analysis, segment performance tracking, rate and demand analysis, and even immediate identification of anomalies – answering the questions that Legacy has. “I use it every day, so many times a day… it answers the questions as you go.” —  Bernadette Dennel 
3. Flexibility to match real-world operations: Legacy’s workflows aren’t standard, and Juyo adapted to that. This flexibility allowed Legacy to customize dashboards, align reporting with internal processes, and continuously refine how they use data.

Results

The impact of Juyo went far beyond reporting:

1. New business opportunities: Juyo enabled Legacy to rethink its commercial model. With better analytics, they were able to bring revenue management in-house for multiple properties, reduce reliance on brand-managed services, and deliver cost savings to owners. This shift improved margins while allowing Legacy to expand its revenue management capabilities across the portfolio without adding complexity.

2. Real-time visibility for faster decisions: Legacy moved from intuition-based decisions to fully data-driven operations, strengthening pricing, segment targeting, and commercial planning.
3. From hours of reporting to instant access to data: Reporting that once took hours can now be done in minutes. No more switching between systems, building spreadsheets or waiting for answers. 

“It’s a massive time saver… everything is in one place.” — Bernadette Dennel, Senior Cluster Revenue Manager at Legacy Hotels

4. One source of truth across teams and properties: For the first time, revenue managers, GMs, and operations directors are working from the same data, reducing back-and-forth and improving consistency across the portfolio.
5. More scalable revenue teams: Juyo reduced the learning curve for new team members and accelerated development. Legacy can now build internal capability faster and support more properties with the same team.

Conclusion

Since Legacy Hotels adopted Juyo in 2024, the company has completely transformed how decisions are made.

What began as a search for better reporting has become:

• A move to a single source of truth
• A shift to real-time, data-driven decision-making
• A foundation for scaling internal capabilities
• A catalyst for new commercial opportunities
• And perhaps most importantly, it changed how teams interact with data.

“It’s everything at your fingertips instantly… I would recommend it to anyone.” — Bernadette Dennel, Senior Cluster Revenue Manager at Legacy Hotels

In an environment where speed and clarity matter more than ever, Legacy Hotels has moved from chasing data to using it with confidence.