Located in the heart of London, Lords Hotel has welcomed budget-conscious travelers since 1974. What began as a single building has gradually expanded into 65 rooms across its main property and nearby annex, offering everything from single rooms to six-bed family rooms.
With Hyde Park, Portobello Road, Westfield, Oxford Street, Buckingham Palace, and Big Ben all within reach, Lords Hotel is especially popular with international tourists, families, and travelers looking for central London convenience at an accessible price.
When “available” doesn’t mean available: The 12-channel headache
For years, Lords Hotel relied on manual processes to manage reservations across multiple channels. At one point, the team was updating availability across 12 channels by hand.
“By the time you got to the last one, the room you put available had already been booked by two different companies,” Pina Puggioni, General Manager, recalls.
As guest demand changed and online distribution became more complex, the team knew it was time to replace its old system with a modern PMS that could help prevent overbookings, reduce errors, and streamline daily operations.
Simplicity that scales
After reviewing several systems, Lords Hotel chose Cloudbeds for its simplicity, flexibility, and integrated functionality.
“I liked Cloudbeds because it was easy and straightforward,” says Pina. “Because of the high turnover of staff in reception, I wanted something simple to learn.”
With Cloudbeds, Lords Hotel brought its PMS, channel manager, booking engine, and website into one connected platform — replacing fragmented workflows and reducing the need to manually enter 10 to 15 bookings per day.
“It’s much easier because it’s in one place,” she explains. “Before, we used to input bookings manually into the old system. Sometimes there were mistakes — wrong reference, wrong price. It was quite annoying.”
Goodbye fixed deals, hello dynamic growth
Cloudbeds also helped Lords Hotel make one of its biggest strategic changes: moving away from low-margin student groups, fixed allocations, and seasonal tour operator contracts.
By shifting toward more flexible, demand-based pricing and connected distribution, the hotel gained more control over rates and availability.
The results were significant. Revenue grew from £1.3M in 2019 to £1.6M in 2022, then £2.2M in 2023, and nearly £2.3M in 2024.
“The turnover doubled, literally,” says Pina. “The numbers are showing it.”
Today, Lords Hotel averages between 80% and 90% occupancy throughout the year, reaching 92% to 93% during peak summer periods.
Supporting staff and the guest experience
For a property spread across multiple buildings and six floors, staff training is critical. While learning the hotel’s unique layout can take time, Cloudbeds helps new team members quickly master core tasks like check-in, checkout, payments, and reservations.
“For the basic things — check-in, checkout, payments — within a week they are already knowledgeable,” explains Pina.
The platform also gives the team more confidence in managing guest requests, room assignments, and day-to-day operations, helping staff focus on creating a smooth and welcoming stay.
A trusted partner for independent hotels
For Lords Hotel, Cloudbeds has become more than a technology provider. It is a trusted system that supports the hotel’s evolution while remaining accessible for an independent, family-owned property.
“I highly recommend it,” says Pina. “I feel that I haven’t been forgotten. If I have an issue, I contact people and they quickly come back to me.”
For independent hotels navigating changing guest expectations, staffing challenges, and increasingly complex distribution, Lords Hotel’s story shows how the right technology can create room for smarter decisions, stronger revenue, and more confident operations.
